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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67 results in Reports

  • Past 6 months
  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:Why Shoppers Buy At General Merchants

    North American Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase

    Consumers today have a myriad of choices when deciding where to shop. The age of the customer is in full swing, and to best serve existing and potential customers, companies need to be...

    • Downloads: 28
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Omnichannel Order Management, Q3 2014

    IBM And Manhattan Associates Stand Out In An Increasingly Competitive Landscape Of Solutions

    In Forrester's 77-criteria evaluation of omnichannel order management vendors, we identified the nine most significant software providers in the category — eBay Enterprise, hybris (an SAP...

    • Downloads: 36
  • For CMO Professionals

    Report:Revisiting The Touchpoint-Impact Framework For 2014

    A Deep Dive Into Apparel And Personal Care Categories

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...

    • Downloads: 222
  • 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: 187
  • For eBusiness & Channel Strategy Professionals

    Report:Use Mobile To Engage With In-Store Consumers In China

    Globally, mobile has changed the way consumers shop: They expect both to research and purchase goods on their mobile devices. The biggest sales opportunity in mobile is not driving digital sales, but...

    • Downloads: 70
  • 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: 102
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2014

    ForecastView Spreadsheet

    Forrester's eCommerce Readiness Index (FRI) assesses 25 variables that give insights into 55 global markets. While there is no universal tool in selecting expansion opportunities, the Forrester...

    • 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: 217
    • For eBusiness & Channel Strategy Professionals

      Report:US Retail Segmentation: Gen Y Online Shoppers

      Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US

      In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

      • Downloads: 357
    • 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: 188
    • 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: 1856
    • For eBusiness & Channel Strategy Professionals

      Report:India Online Retail Forecast, 2013 To 2018

      The Indian online retail market is in a nascent stage, yet it is growing rapidly. Despite all of the existing challenges related to underdeveloped logistics and supply chain operations, poor...

      • Downloads: 192
    • For eBusiness & Channel Strategy Professionals

      Report:The Emergence Of Beacons In Retail

      Early Implementations Lack Depth, But Future Integrations Have The Potential To Transform The In-Store Customer Experience

      It is impossible to read retail news today without hearing about another implementation of beacons, a technology based on Bluetooth low energy (BLE) that allows smartphones to interact with sensors...

      • Downloads: 626
    • For eBusiness & Channel Strategy Professionals

      Report:While Retail Footfall Decreases, Digital Influence On Consumer Shopping Behavior Increases

      ForecastView Document

      Forrester recently launched its first European Web-influenced retail sales forecast and European mobile and tablet commerce forecasts. This report provides insight into the online factors that...

      • Downloads: 16
    • 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: 35
    • For eBusiness & Channel Strategy Professionals

      Report:Website Functionality Benchmark 2014: UK Online Grocery Sites

      Forrester evaluated the grocery websites of four supermarkets in the UK — Asda, Sainsbury's, Tesco, and Waitrose —using its Website Functionality Benchmark methodology. We selected the...

      • Downloads: 61
    • For eBusiness & Channel Strategy Professionals

      Report:The New Paradigm Of Retail

      Vision: The Retail eCommerce Playbook

      Omnichannel and agile commerce promise to change the offers that retailers provide and the ways in which consumers buy; as a result, the look and feel of retail is certain to change in lockstep. All...

      • Downloads: 3221
    • For Customer Experience Professionals

      Report:The Customer Experience Index, Italy 2014

      How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

      • Downloads: 95
    • 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: 171
    • For Customer Experience Professionals

      Report:The Best And Worst Of Unified Experiences, 2014

      Benchmarks: The Digital Customer Experience Improvement Playbook

      Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

      • Downloads: 476
    • 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: 4
    • For eBusiness & Channel Strategy Professionals

      Report:The Art And Science Of Retail eCommerce

      Executive Overview: The Retail eCommerce Playbook

      As retail eCommerce sales continue to explode, eBusiness executives must check all the boxes to ensure that they are not missing opportunities in this critical channel. This playbook provides...

      • Downloads: 1639
    • 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: 401
    • 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: 34
    • 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: 220