Customer Relationship Management (CRM)

CRM systems leverage technology to organize and synchronize marketing, sales, customer service, and technical support processes, helping organizations reduce costs and improve efficiency. Forrester provides advice on how to plan, justify, evaluate, implement, and improve areas like sales force automation and sales effectiveness, customer service and support, customer self-service and assisted service, and multichannel management. Research coverage includes CRM architecture, strategy, deployment, and services.

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6 results in Reports

  • Forrester Wave
  • Business Process Management (BPM)
  • For CIO Professionals

    Report:The Forrester Wave™: Smart Process Applications, Q2 2013

    The 12 Smart Process App Vendors That Matter Most Today And How They Stack Up

    Smart process applications are a new and emerging category of applications designed to help CIOs and their firms improve the effectiveness of their human-centric business activities. But finding the...

    • Downloads: 708
  • For CIO Professionals

    Report:The Forrester Wave™: Hybrid² Integration, Q1 2014

    The 14 Providers Offering Four Or More Integration Technologies, Including Cloud-Based Integration

    In Forrester's 51-criteria evaluation of hybrid² integration vendors, we identified the 14 most significant middleware providers — Adeptia, Bosch Software Innovations (Bosch SI), Dell...

    • Downloads: 907
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Dynamic Case Management, Q1 2014

    Design Time And Runtime Features Differentiate The Leaders

    In Forrester's 38-criteria evaluation of dynamic case management (DCM) vendors, we identified, researched, analyzed, and scored the 13 most significant software providers — Pegasystems, Be...

    • Downloads: 403
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Multichannel Capture, Q3 2012

    Vendors Move Toward Mature Service Offerings

    If you think capture and imaging is old technology, you're correct; it has been around for more than twenty years. But there are still a lot of paper-based processes out there, and Forrester clients...

    • Downloads: 881
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Business Technology Transformation, Q3 2012

    The Majority Of The Vendors Are Leaders In This Emerging Market

    Today, business transformation is often about technology transformation. At the very least, business transformation is always technology-enabled, so what sort of consultants can best help clients...

    • Downloads: 1240
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: BPM Training And Certification Programs, Q2 2012

    Stevens Institute of Technology, BPMInstitute.org, and BPTrends Associates Lead, Queensland University of Technology Close Behind

    Lack of sufficient business process skills continues to dog progress and momentum for enterprisewide business process management (BPM) initiatives. And when business process professionals turn to the...

    • Downloads: 350