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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28 results in Reports

  • George Lawrie
  • For Application Development & Delivery Professionals

    Report:Forrester’s Business Application Age Of The Customer Assessment Tool

    This is a self-assessment tool for companies to evaluate their level of maturity of their business application strategy in relation to customer-centricity in the age of the customer.

    • Downloads: 10
  • For Application Development & Delivery Professionals

    Report:Ground Applications Strategy In Business Imperatives

    Business Strategy: The Business Applications Playbook

    This report outlines the role of business strategy in Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. Large firms are...

    • Downloads: 437
  • For Application Development & Delivery Professionals

    Report:Delivering Custom Apps For Competitive Advantage

    Global Firms Assemble Custom Apps To Support Key Processes

    Manufacturers in mature industries such as automotive or more recently aerospace have evolved from making every component to focusing on market requirements and designing and managing "bought in"...

    • Downloads: 435
  • For Application Development & Delivery Professionals

    Report:Define The Road Map For Transforming Your App Landscape

    Road Map: The Business Applications Playbook

    Firms are often torn between forces driving application change or transformation and the overarching desire for cost management. At the same time, they often struggle to deliver projects on time and...

    • Downloads: 573
  • For Application Development & Delivery Professionals

    Report:Put The Customer At The Center Of Your Business Applications Strategy

    Assessment: The Business Applications Playbook

    Mature enterprise applications portfolios are well adapted to vertically integrated enterprises with highly trained dedicated users. But the age of the customer means that enterprises need to...

    • Downloads: 63
  • For Application Development & Delivery Professionals

    Report:Forrester's Business Application Benchmark Self-Assessment Tool

    Application development and delivery professionals should benchmark their application portfolios and governance processes to help their stakeholders understand how investing in applications...

    • Downloads: 20
  • For Application Development & Delivery Professionals

    Report:Balancing Custom And Packaged Apps In Your Application Portfolio Strategy

    Conventional wisdom suggests buying before building software. However, as an increasing proportion of product and service value is digital — think of a naval vessel's operation system (Windows...

    • Downloads: 688
  • For Application Development & Delivery Professionals

    Report:Optimize Business Processes And Govern Transformation

    Processes: The Business Applications Playbook

    Application development and delivery (AD&D) professionals have a poor reputation among their line-of-business colleagues of being able to deliver timely, high-impact solutions. This research shows...

    • Downloads: 441
  • For Application Development & Delivery Professionals

    Report:Agility At Enterprise Scale

    How To Apply Agile Methodology To ERP

    Unlike custom apps, packaged apps don't require extensive requirements gathering. In fact, application development and delivery (AD&D) teams only usually gather "requirements" in the conference room...

    • Downloads: 215
  • For Application Development & Delivery Professionals

    Report:Manage Your Business Application Transformation Performance

    Performance Management: The Business Applications Playbook

    In today's digital world, business transformation often also means change in the ways of business capability provisioning. Many, if not all, transformation initiatives encompass both business as well...

    • Downloads: 162
  • 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: 38
  • 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: 221
  • For Application Development & Delivery Professionals

    Report:Prioritize Retail Technology Management Investments To Stay Competitive

    Retailers expect more industry change in the next five years than they experienced in the last 50. They plan investments in infrastructure and expect to spend more on people, contractors, and...

    • Downloads: 176
  • For Application Development & Delivery Professionals

    Report:Canvass Support For Your New Retail Architecture

    Forrester's Retail Reference Architecture Enables Successful Response To Digital Disruption

    Application development and delivery (AD&D) professionals have to engineer differentiating connected consumer experiences from a web of overlapping systems of engagement such as eCommerce, supply...

    • Downloads: 43
  • For Application Development & Delivery Professionals

    Report:The 10 Most Important Technology Trends In Business Application Architecture Today

    Understand These Trends To Shape Your Application Strategy

    This report enumerates the top 10 technology trends that are reshaping the nature and value proposition of business applications today and in the coming years. Application delivery leaders,...

    • Downloads: 1100
  • For Application Development & Delivery Professionals

    Report:Readiness Assessment For Application Strategy Transformation

    This tool is a self-test to determine how ready a company is to transform its application strategy by moving away from providing cost-effective systems of record and toward driving compelling user...

    • Downloads: 46
  • For Application Development & Delivery Professionals

    Report:SAP Modernization

    Modernizing The SAP Platform To Prepare For Innovation

    Almost half of Forrester clients deploy applications from SAP, investing millions to maintain them as a system of record; many of these companies are global corporations with more than $1 billion in...

    • Downloads: 471
  • For Application Development & Delivery Professionals

    Report:Increase Flexibility By Embracing Future Business And Technology Trends

    Vision: The Business Applications Playbook

    This report outlines Forrester's vision for the future of business applications. It summarizes the key business drivers and trends that are reshaping the value proposition of business applications....

    • Downloads: 1843
  • For Application Development & Delivery Professionals

    Report:Optimize Long-Term Application Effectiveness And Value

    Benchmarks: The Business Applications Playbook

    Firms invest millions in application software — money that they might otherwise invest in new sales and distribution partnerships or new plants and machinery. Traditional arguments about...

    • Downloads: 138
  • 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: 105
  • For Application Development & Delivery Professionals

    Report:Software Innovation In India

    How Firms Can Best Capitalize On Software Development And Configuration Opportunities In India

    The continued economic viability of software development in India, whether by independent software vendors (ISVs) or "captive" business units, depends less on pure labor arbitrage and more on...

    • Downloads: 251
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Retail Planning Solutions, Q2 2014

    The 10 Providers That Matter Most And How They Stack Up

    Retailers' profitability has always depended on the ability to turn inventory fast, since inventory is the principal asset on their balance sheets. Nothing influences inventory turn as much as...

    • Downloads: 292
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Point Of Service, Q2 2012

    Epicor, Fujitsu, Microsoft, Micros Retail-J, NCR, Oracle, And Wincor Nixdorf Lead, With JDA, Micros Xstore, Retalix, And SAP Close Behind

    In Forrester's 70-criteria evaluation of point-of-service (POS) vendors, we identified the most significant solution providers in this category — Epicor Software, Fujitsu, NCR, JDA Software,...

    • Downloads: 1083
  • For Application Development & Delivery Professionals

    Report:Organize To Deliver And Manage Application Transformation

    Organization: The Business Applications Playbook

    This report outlines the organizational component of Forrester's solution for application development and delivery (AD&D) professionals working on business application strategy. Every firm faces a...

    • Downloads: 593
  • 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: 361