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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15 results in Reports

  • Marc Cecere
  • For CIO Professionals

    Report:Year-End 2013 IT Budget Benchmarks

    How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

    CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

    • Downloads: 1142
  • For CIO Professionals

    Report:Decoding Your IT Org Chart

    An org chart is just one element that will enable an IT organization to operate effectively. It must be combined with other elements including leadership, culture, and processes. However, who your...

    • Downloads: 388
  • For CIO Professionals

    Report:Motivating IT Employees — Part 2

    What Works And What Doesn't In Motivating IT Staff

    The secret behind many CIOs' success is a great staff that supports and executes the vision and strategy for IT. There are many ways to keep the IT staff motivated; they vary in effectiveness, cost...

    • Downloads: 634
  • For CIO Professionals

    Report:What Drives The Size Of IT Functions?

    Benchmark data such as the percentage of IT people in an organization or IT spending compared to revenue is useful, but it won't determine how much to spend or what the appropriate size of a specific...

    • Downloads: 684
  • For CIO Professionals

    Report:Executing Enterprise-Versus-Local Decisions

    The Second In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    All CIOs wrestle with which processes, technologies, organizations, and roles should be consistent across the organization (enterprise) and which should be specific to a business unit or geography...

    • Downloads: 131
  • For CIO Professionals

    Report:CIOs: Structure Your Tech Management Roles To Balance Local And Enterprise Capabilities

    The First In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    Many CIOs struggle with this question: Which processes, technologies, organizations, and competencies should be common across the organization (i.e., enterprise), and which should be specific to a...

    • Downloads: 188
  • For CIO Professionals

    Report:Introducing The Forrester BT Leadership Maturity Model

    A Self-Assessment Framework To Focus And Accelerate Your Transformation

    Many CIOs struggle to answer two deceptively simple questions: 1) How are we doing, and 2) what should I prioritize? These questions invite a host of complexities, raising questions about the role of...

    • Downloads: 703
  • For CIO Professionals

    Report:New Organizational Models Of IT Balance Efficiency With Responsiveness

    To redesign an IT organization, you need to know the potential organizational models, their pros and cons, and how they would meet the needs of your organization. Fortunately, there are a relatively...

    • Downloads: 1085
  • For CIO Professionals

    Report:Four Examples Of Decoding An IT Org Chart

    This presentation illustrates four examples of IT organization redesigns. Use this presentation to help envision your own redesign and understand the goals, barriers, and target groups...

    • Downloads: 45
  • For CIO Professionals

    Report:Optimize The IT Organization To Support BT Strategy

    Building and implementing a BT strategy requires specific skills, roles, incentives, and structures to be in place. It also needs a sourcing strategy to bring in third-party capabilities....

    • Downloads: 1227
  • For CIO Professionals

    Report:The CIO's Role In Business Transformation

    Nearly all business transformations today are technology-dependent and focus on breaking traditional business silos. These are high-risk, high-complexity projects that require knowledge of...

    • Downloads: 615
  • For CIO Professionals

    Report:Create The Operating Model For The Information Management Organization

    Part One In A Two Part Series On Designing Your Data Organization

    In the increasingly digitized world, having superior data on where your customers go, what they do, and how they use your products is a competitive advantage. However, data management in most...

    • Downloads: 141
  • For CIO Professionals

    Report:Brief: Technology Management's Checklist For Improving Customer Experience

    Five Critical Actions CIOs Should Take

    The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics...

    • Downloads: 158
  • For CIO Professionals

    Report:The Forrester Wave™: IT Organization Redesign Consultancies, Q4 2012

    New technologies, service offerings, business changes, and other factors are driving CIOs to change the structure, processes, governance, and culture of IT organizations. However, redesigns are an...

    • Downloads: 648
  • For CIO Professionals

    Report:The Do's And Don'ts Of Building IT Organization Charts

    The reporting structure of an IT organization affects how roles operate in that shop. The structure must support the goals of the organization and be consistent with its culture and capabilities....

    • Downloads: 773