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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9 results in Reports

  • Lutz Peichert
  • IT Management
  • For Sourcing & Vendor Management Professionals

    Report:Using Life-Cycle Governance To Create An Agile IT Portfolio

    Most smart sourcing professionals know that making smart sourcing decisions can result in a significant competitive advantage for their business. Yet in the face of rapid tech market changes,...

    • Downloads: 526
  • For Sourcing & Vendor Management Professionals

    Report:Build SVM's Business Case On ROI

    Business Case: The SVM Practice Playbook

    Sourcing and vendor management (SVM) professionals who are not operating under unified processes, governance, tools, and even goals will fail to deliver the maximum value to the business. Yet most...

    • Downloads: 173
  • For Sourcing & Vendor Management Professionals

    Report:Ensure The Future Of The SVM Organization With Innovation

    Professional sourcing and vendor management organizations (SVMOs) have the potential to become one of the most important organizations in their enterprises, due in large part to their core...

    • Downloads: 180
  • For Sourcing & Vendor Management Professionals

    Report:Aligning Vendor Management Responsibilities To Your IT Organization's Mandate

    IT Archetype Serves As The Foundation For Effective Organizational Alignment

    Although most companies understand the need for a more strategic vendor management office (VMO), many of these companies don't know where to organize their vendor management activities. Because...

    • Downloads: 577
  • For Sourcing & Vendor Management Professionals

    Report:SVM Activities, Roles, And Skills Are Evolving

    Skills And Staffing: The SVM Practice Playbook

    Many sourcing and vendor management organizations (SVMOs) are delivering effectively against their core mandate today, despite resource constraints. However, most SVM professionals are mapping their...

    • Downloads: 290
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:Categorize Suppliers To Enhance Business Value

    Impact And Relationship Values Are More Important Than Spend When Categorizing Suppliers

    As companies shift their technology spend into areas that attract, serve, and retain customers, sourcing and vendor management (SVM) professionals find themselves in the crosshairs of digital...

    • Downloads: 132
  • For Sourcing & Vendor Management Professionals

    Report:Build SVM's Value Message

    Value Communication: The SVM Practice Playbook

    Many sourcing and vendor management (SVM) professionals fear getting called into their CIO's office to justify their value. This fear often has some justification: Because executive leaders often...

    • Downloads: 281
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:The SVM Organization's Future In 2020

    Vision: The SVM Practice Playbook

    Over the next years, Forrester expects IT organizations as we know them today to change dramatically, a result of a new wave of emerging technologies and a shift in the way employees use technology....

    • Downloads: 396
    • Rating:
  • For Sourcing & Vendor Management Professionals

    Report:Sourcing And Vendor Management's 2012 To 2014 Priorities: SVM's Value To The Business

    In Q3 2011, Forrester fielded its second annual Global Sourcing And Vendor Management Priorities Survey to 156 sourcing and vendor management (SVM) professionals. In this survey, SVM professionals...

    • Downloads: 486