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

  • Joanna O'Connell
  • For Marketing Leadership Professionals

    Report:Maximize Media ROI With A Customer-Centric Approach

    Road Map: The Digital Media Buying Playbook

    This report outlines the road map portion of Forrester's solution for interactive marketing executives working on digital media buying. Moving to a higher level of digital media buying maturity...

    • Downloads: 44
  • For Marketing Leadership Professionals

    Report:Case Study: HP Deploys A DMP To Harness Audience Data

    Hewlett-Packard, a leading technology provider with a global footprint, saw an opportunity to significantly improve its digital marketing efforts by creating a universal framework for user-level data...

    • Downloads: 362
    • Rating:
  • For Marketing Leadership Professionals

    Report:CCP Games Uses A DSP To Close The Loop On Acquisition And Cross-Sell

    CCP Games, a massive multiplayer online game provider, knew that its existing approach with key channels like display was suboptimized and that it could drive more efficient customer acquisition if...

    • Downloads: 166
  • For Marketing Leadership Professionals

    Report:The Future Of Digital Media Buying

    Vision: The Digital Media Buying Playbook

    Media buying technology and operations are undergoing a dramatic transformation — marketers are replacing traditional relationship-marketing tactics and opaque ad networks with programmatic...

    • Downloads: 2045
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Demand-Side Platforms, Q4 2011

    MediaMath, Turn, and DataXu Vie For Top Honors

    In Forrester's 48-criteria evaluation of demand-side platform (DSP) vendors, we found that MediaMath, Turn, and DataXu led the pack because of the breadth of their media access, the depth and acumen...

    • Downloads: 997
  • For Marketing Leadership Professionals

    Report:How To Defuse Digital Marketing Privacy Concerns

    Stay Ahead Of Privacy Legislation By Creating A Value-For-Data Exchange

    Recent advances in audience targeting point to a digital marketing future that leverages consumer data to create personalized messaging and drive higher conversions. However, this potential is...

    • Downloads: 363
  • For Marketing Leadership Professionals

    Report:Remarketing Done Right

    Maximize Display Effectiveness By Optimizing Your Approach

    New upstarts like Dotomi and FetchBack have recently invigorated interest in the value of remarketing, but it's a tried-and-true display tactic that's been around for years. Marketers can...

    • Downloads: 643
    • Rating:
  • For Marketing Leadership Professionals

    Report:Measurement Is A Digital Media Buyer's Best Friend

    Performance Management: The Digital Media Buying Playbook

    Every digital marketer knows that measurement is important, but levels of sophistication run the gamut from basic click-based measurement of one or two channels to seamless cross-channel measurement...

    • Downloads: 291
    • Rating:
  • For Marketing Leadership Professionals

    Report:Align Search And Display For Better Results

    Interactive marketers should integrate their search and display media. These channels have a natural affinity: Many marketers already use both channels and user experiences of search and display now...

    • Downloads: 603
  • For Marketing Leadership Professionals

    Report:Making Sense Of The Digital Media Buying Platform Landscape

    The days of the fun — but not very efficient — three-martini lunch are waning. A new breed of technology-centric tools and processes, such as those found in demand-side platforms (DSPs),...

    • Downloads: 563
  • For Marketing Leadership Professionals

    Report:When And How To Run A DSP Head-To-Head Test

    Follow These Simple Rules To Set Yourself Up For Success

    Digital media buyers are hungry for tools that make buying, management, and optimization simpler. Enter demand-side platforms (DSPs). DSPs improve the complex media buying technology stack by...

    • Downloads: 280
  • For Marketing Leadership Professionals

    Report:Selecting Digital Media Buying Partners

    How To Get The Right Mix Of Service And Performance

    Interactive marketers have more choices than ever when it comes to picking media buying partners. Once dominant, media buying agencies now face stiff competition from a whole host of new specialists...

    • Downloads: 396
    • Rating:
  • For Marketing Leadership Professionals

    Report:Online Advertising Data Compliance Matters

    Implement Self-Regulation For Behavioral Targeting To Protect Your Brand

    An industrywide effort is underway to implement self-regulation of targeted display ads to ease consumer and governmental privacy concerns. Clear compliance requirements have been outlined by the...

    • Downloads: 364
  • For Marketing Leadership Professionals

    Report:Create An Audience-Obsessed Digital Media Buying Practice

    Executive Overview: The Digital Media Buying Playbook

    Digital media buying is undergoing seismic change. Where there were once legions of junior staff managing relationship-based buys, there are now sophisticated real-time technologies. Participants...

    • Downloads: 372
    • Comments: 1
    • Rating:
  • For Marketing Leadership Professionals

    Report:Campaign Verification Pulls Back The Curtain On Display

    Many online marketers are paralyzed by the murky unknown of the online display market. In a recent survey, we found that 51% say they are likely to simply continue buying the online media that they...

    • Downloads: 248
  • For Marketing Leadership Professionals

    Report:The DMP Is The Audience Intelligence Engine For Interactive Marketers

    Segmentation has always served as a core underpinning of traditional marketing. The benefits are myriad and well understood by those in the offline world. The very recent advent of the data...

    • Downloads: 952
  • For Marketing Leadership Professionals

    Report:Build An Empowered Media Buying Team

    Organization: The Digital Media Buying Playbook

    Long-term, digital media buying success requires a commitment to the right partnerships, staffing, and organizational structure. The organization report in the digital media buying playbook will help...

    • Downloads: 218
  • For Marketing Leadership Professionals

    Report:Upgrading Your Interactive Measurement Strategy

    Why You Should Make Multichannel Measurement A Priority

    Marketers measure digital channels in isolation from one another. However, consumers don't act within channels; they act across channels. Cross-channel measurement, a nice-to-have for most marketers...

    • Downloads: 961
  • For Marketing Leadership Professionals

    Report:Select Partners Who Support Your Goals

    Tools And Technology: The Digital Media Buying Playbook

    The linchpins of every effective media buyer's practice are the partner and vendor relationships that allow the buyer to create truly valuable customer experiences. The technology ecosystem for...

    • Downloads: 196
  • For Marketing Leadership Professionals

    Report:The Digital Media Buying Maturity Framework

    Assessment: The Digital Media Buying Playbook

    Marketers fall into four categories of digital media buying maturity, based on their strength across their organization, planning and execution, measurement, and technology. This report of the...

    • Downloads: 276
    • Rating:
  • For Marketing Leadership Professionals

    Report:A Measurement Maturity Framework For Interactive Marketers

    Measurement is universally valued by interactive marketers. Approaches and levels of sophistication vary, but nearly everyone recognizes that smart measurement leads to optimized business results...

    • Downloads: 355
  • For Marketing Leadership Professionals

    Report:The Audience Targeting Imperative

    Digital marketers must embrace audience targeting to efficiently and effectively connect with their target consumers. But navigating the audience targeting vendor landscape — one increasingly...

    • Downloads: 1047
  • For Marketing Leadership Professionals

    Report:2013 Interactive Marketing Predictions

    The Ultra-Connected Customer Will Upturn Marketing

    In 2013, the ultra-connected customer base will grow at a staggering pace, destabilizing marketing as you've come to know it. This report identifies the changes you'll see in your customers'...

    • Downloads: 606
  • For Marketing Leadership Professionals

    Report:Scale Success with Programmatic Multichannel Media Buying

    Continuous Improvement: The Digital Media Buying Playbook

    This report of the digital media buying playbook will guide marketers to think beyond the possibilities of programmatic media management in display; take them down the path to embracing programmatic...

    • Downloads: 341
  • For Marketing Leadership Professionals

    Report:2012 Interactive Marketing Predictions

    Marketing Gets Customized For Social, Local, Mobile, Multiscreen Consumers

    Social is not a channel, and mobile goes beyond the smartphone. In 2012, marketers will get this concept and realize that their customer is truly "always on." The customer of 2012 expects customized,...

    • Downloads: 1671
 
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