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.

Refine your results

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

67 results in Reports

  • Past 6 months
  • Retail
  • For CIO Professionals

    Report:A Mixed Bag For The Latin American Tech Market In 2014 And 2015

    Brazil Rejoins The Strong Markets Of Chile, Colombia, And Mexico After A Weak 2013 But Will Slow In 2015 As Others Expand

    The Latin American tech market is rising in importance, and more and more Latin American businesses are becoming globally competitive, adapting as they do so the technologies and technology...

    • Downloads: 182
  • For eBusiness & Channel Strategy Professionals

    Report:Younger US Shoppers Use The Mobile Channel Differently Than Older Shoppers

    ForecastView Document

    Forrester recently released its mobile phone and tablet commerce forecast for the US, which illustrates the transition from the PC to smartphone and tablet online retail market. While the overall...

    • Downloads: 18
  • For Infrastructure & Operations Professionals

    Report:Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    Visibility And Interconnectivity Yield A Responsive Service Ecosystem And Curious Workforce

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you don't...

    • Downloads: 51
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Commerce Is Poised To Take Off In India

    The Growth Of Online Shopping On Feature Phones, Smartphones, And Tablets Will Catalyze The Growth Of Mobile Commerce In India

    The number of smartphone and tablet owners in India will double by 2017 as mobile devices increasingly become extensions of consumers' lifestyles. A host of macro factors, such as the emergence of a...

    • Downloads: 83
  • For Application Development & Delivery Professionals

    Report:Benchmark Your Consumer Centricity In Retail And CPG

    Retail and consumer packaged goods (CPG) AD&D professionals have to help their stakeholders to drive actionable insight from a wide range of solutions and external agency services, such as those for...

    • Downloads: 61
  • For eBusiness & Channel Strategy Professionals

    Report:Take Your eCommerce Business Global

    Executive Overview: The eCommerce Globalization Playbook

    eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $800 billion in online sales this year. Online shoppers do not have the same...

    • Downloads: 208
  • For eBusiness & Channel Strategy Professionals

    Report:The eCommerce Juggernaut Dominates Retail

    Landscape: The Retail eCommerce Playbook

    In the second chapter of the retail eCommerce playbook, we lay out the current state of eCommerce and the enormous trillion-dollar opportunity it will represent around the world by 2018. We discuss...

    • Downloads: 1432
  • For eBusiness & Channel Strategy Professionals

    Report:European Retail Segmentation: Emerging Patterns Of Multitouchpoint Shopping

    Using Forrester's Online Retail Segmentation Data To Understand Multitouchpoint Shopping Behavior Across Europe

    European shoppers are embracing an ever increasing range of new devices and touchpoints across the path to purchase. eBusiness professionals must be prepared for the rise of multitouchpoint shopping....

    • Downloads: 247
  • For eBusiness & Channel Strategy Professionals

    Report:Prioritizing Online Access To In-Store Inventory

    Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

    Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

    • Downloads: 134
  • For Marketing Leadership Professionals

    Report:The Best And Worst Of Email Marketing, 2014

    Benchmarks: The Email Marketing Playbook

    This report helps marketing leaders benchmark their email marketing campaigns against 98 of their peers that Forrester reviewed from the consumer goods, retail, travel, financial services,...

    • Downloads: 328
  • For Customer Experience Professionals

    Report:The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

    • Downloads: 159
  • For CIO Professionals

    Report:At Last, A Tech Market Recovery In Europe

    Modest Growth Of 2.3% For 2014

    The European tech market has been down so long that sooner or later it was bound to turn up. Sooner is here. With most European economies emerging from recession, and Germany, Poland, and the UK...

    • Downloads: 149
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 116
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving — rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 1891
  • For Application Development & Delivery Professionals

    Report:Brick And Mortar Retail Fights Back

    Use Store Inventory To Win, Serve, And Retain Retail Customers

    Consumers have fallen out of love with stores. They can (and do) buy anything they like online, but miss the immediacy of an in-store purchase. Amazon's formidable supply chain investments continue...

    • Downloads: 243
  • For CIO Professionals

    Report:Brief: The Home Depot's Age Of The Customer Transformation

    Senior Management's Digital Transformation Business Plan

    On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

    • Downloads: 227
  • For eBusiness & Channel Strategy Professionals

    Report:Retailers Struggle To Profit Despite The Rise In Online Grocery Shopping In Western Europe

    A ForecastView Report

    Forrester recently updated its online retail sales forecast for Western Europe to show the strong growth in online grocery sales, particularly in France. This report provides insight into this trend...

    • Downloads: 5
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Forecast: 2013 To 2018

    European Online Retail Sales Continue Their Double-Digit Growth

    Forrester forecasts that online retail sales in Europe will grow by a compound annual growth rate (CAGR) of 12% over the next five years to reach €233.9 billion by 2018. Online retail sales...

    • Downloads: 278
  • For Marketing Leadership Professionals

    Report:Beyond Marketing: How Mobile Is Transforming McDonald's France

    Use Mobile As The Catalyst For Digital Transformation

    In France, you can order a Big Mac anytime, anywhere on your smartphone, tablet, or desktop and pick it up later at any of 1,200 McDonald's restaurants. But mobile ordering and in-store pick up are...

    • Downloads: 202
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 143
  • For eBusiness & Channel Strategy Professionals

    Report:European Cross-Channel Retail Sales Forecast, 2013 To 2018

    Tracking The Growing Influence Of The Web On European Retail Brick-And-Mortar Sales

    By 2018, Forrester forecasts that 44% of all retail sales in Europe will be offline sales that are influenced by the Web. The growth of these cross-channel retail sales emphasizes the importance of a...

    • Downloads: 224
  • For eBusiness & Channel Strategy Professionals

    Report:US eCommerce Forecast: 2013 To 2018

    Forrester expects online retail sales in the US to reach $294 billion in 2014, or approximately 9% of all sales in the US. We're forecasting a strong compound annual growth rate (CAGR) of 9.5%...

    • Downloads: 459
  • For Infrastructure & Operations Professionals

    Report:Brief: Using Technology To Drive In-Store Customer Engagement

    How To Start Employing Emerging Technologies To Join Physical And Virtual Shopping Experiences

    Infrastructure and operations (I&O) professionals at retail firms have an opportunity to help their companies employ in-store technologies to craft superior engagement strategies. As I&O becomes a...

    • Downloads: 244
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Should "Ship-From-Store"

    Revenue, Customer Experience, And Margin Gains Await Retailers That Have The Vision To Seize This Strategic Opportunity

    Amazon is intensifying the online battle across many fronts, including the construction of new distribution centers designed to get orders to the customer as quickly and cheaply as possible....

    • Downloads: 392
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Beacons In Retail

    Vendors Forge Partnerships While Retailers Deploy Pilots

    Retail organizations today are rapidly deploying beacon pilots based on Bluetooth low energy (BLE). While this indoor location technology offers the ability to identify a unique shopper within the...

    • Downloads: 191