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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437 results in Blogs

  • eBusiness & Channel Strategy
  • For eBusiness & Channel Strategy Professionals

    Blog:Our Cross-Channel Numbers Show ‘Showrooming’ Could Be Overblown

    Consumers are now in control, especially when it comes time to buy. Ubiquitous connectivity allows consumers to easily check prices and buy on the go, which should worry (not terrify) traditional...

    • For eBusiness & Channel Strategy Professionals

      Blog:US Online Holiday Sales Grow At A Double-Digit Pace For The Third Consecutive Year

      Forrester’s "US Online Holiday Retail Forecast, 2013" launches today. In it, we predict that for the third consecutive year, online holiday sales (November and December) are expected to...

      • For eBusiness & Channel Strategy Professionals

        Blog:Inhibitors And Drivers In Japan’s Retail Market

        I spent last week in Tokyo, Japan.  Given that an increasing number of our clients are eyeing Japan’s eCommerce market, I thought it would be interesting to share some observations from my...

        • For eBusiness & Channel Strategy Professionals

          Blog:UK Mobile Banking Can Finally Embrace Remote Deposits

          January is a time of lists. For some, it’s their 2014 resolutions. For me, it’s my post-Christmas to-do list. Inevitably, there will be quite a few thank-you letters to write (even for...

          • For eBusiness & Channel Strategy Professionals

            Blog:Winning In Your Customers' Mobile Moments

            Globally, consumers will own more than six billion mobile phones by the end of 2014, and about two billion of them will be smartphones. With this penetration comes the mobile mind shift - the...

            • For eBusiness & Channel Strategy Professionals

              Blog:Mobile Banking Innovation In Europe

              This is a guest post from Aurélie L’Hostis, a researcher serving eBusiness & Channel Strategy professionals. In a world that’s constantly on the move, more and more Europeans...

              • For eBusiness & Channel Strategy Professionals

                Blog:The convergence of commerce and content platforms gathers momentum

                Many brands and corporations today suffer from “two site” syndrome. The ‘.com’ site (often owned by brand/corporate marketing) serves to offer up a glossy magazine experience...

                • For eBusiness & Channel Strategy Professionals

                  Blog:Select The Right Interactive Agency In China

                  The opportunity China represents is undeniable, especially in light of the stalled economic recovery in both North America and Europe. However, as I write in my new report out today "Select The Right...

                  • For eBusiness & Channel Strategy Professionals

                    Blog:European Online Retail Sales Continue Double-Digit Growth, Spurred By Mobile

                    This morning when I woke up, one of the first things I did was pick up my iPhone. It’s increasingly part of my morning ritual – whether its checking the weather app for the day’s...

                    • For eBusiness & Channel Strategy Professionals

                      Blog:Introducing "The State Of North American Digital Banking" Available To Subscribers On Forrester.com

                      Core to Forrester's value proposition are the insights we derive from in-depth surveys to understand consumer preferences, attitudes, activities and desires. On the flip side, is understanding...

                      • For eBusiness & Channel Strategy Professionals

                        Blog:I've Stopped Opening My Favorite Mobile Apps

                        Mobile has transformed my expectations putting me on the bleeding edge of the mobile mind shift. I've had a smartphone in my hand since August 30th 2005 when a broken wrist forced me to be a...

                        • For eBusiness & Channel Strategy Professionals

                          Blog:eCommerce in Brazil Charges Forward

                          I returned yesterday from a short trip to Brazil - I spoke at eTail in São Paulo on Monday and spent a few days meeting with retailers, vendors and agencies. Some of the takeaways from...

                          • For eBusiness & Channel Strategy Professionals

                            Blog:Why eBusiness Needs To Rethink The Value Of Personalization

                            In two recent instances in public forums, I’ve heard eBusiness executives talking about some rather disturbing uses of personal data. One was the CTO of a large big-box retailer who raised the...

                            • For eBusiness & Channel Strategy Professionals

                              Blog:Barclays Bank Raises Its Game In Digital Financial Innovation

                              At our Marketing & Strategy Forum last November, Sean Gilchrist, head of digital banking at Barclays Bank, talked passionately about the importance of customer experience to the work being done by...

                              • For eBusiness & Channel Strategy Professionals

                                Blog:Enter the Commerce API

                                  Today Demandware announced their much anticipated Open Commerce API. While many clients may not be in a position to take advantage of this immediately, the value of APIs like this extends well...

                                • For eBusiness & Channel Strategy Professionals

                                  Blog:eCommerce Evolution in Latin America

                                  I just got back from a couple of days at eTail Latin America in Miami — it was my third year at the event and I always come away having learned an enormous amount from the other attendees. This...

                                  • For eBusiness & Channel Strategy Professionals

                                    Blog:Plan The Best Routes To Guide You On Your Mobile Insurance Journey

                                    It’s one thing to say where you want to go, but you still have to know how to get there.  If it’s a physical journey like a quick trip to the local store, a meandering trek across...

                                    • For eBusiness & Channel Strategy Professionals

                                      Blog:Twitter Commerce: A Wow Or An Eh?

                                      Get ready for the barrage of bad speculation about Twitter and its imminent dominance of online retail. If you didn’t hear already, Twitter hired Nathan Hubbard, a former Ticketmaster exec, to...

                                      • For eBusiness & Channel Strategy Professionals

                                        Blog:The Customer Has An SLA Too

                                        JC Penney’s CEO Ron Johnson is hedging his bets that among other innovations, in-store iPads and iPods will help make his new concept stores a hip place for customers to hang out. Ron is not...

                                        • For eBusiness & Channel Strategy Professionals

                                          Blog:How Digital Technologies Have Changed The Retail Store

                                          One of my first jobs was as a sales associate at a clothing store, after which mall shopping lost any of the leisurely appeal it once held. I still find myself folding clothes I didn't unfurl and...

                                          • For eBusiness & Channel Strategy Professionals

                                            Blog:Have Your Say About The State Of Australian Online Retail

                                            It's that time of the year again — when we ask you to complete our survey of Australian online retail professionals. What do we want? A few minutes of your time spent completing this...

                                            • For eBusiness & Channel Strategy Professionals

                                              Blog:Mobile Context Moves To Forefront On Android (From Google I/O)

                                              Mobile services must be contextual. Screens are small. Interfaces are limited. Consumers are task-oriented. “I want to pay a bill” or “I need to make this shopping list before my...

                                              • For eBusiness & Channel Strategy Professionals

                                                Blog:A Fortune 100 CEO Talks Mobile ... Whoa!

                                                I was sitting on a United Airlines flight from PDX to SFO last weekend. The usual "Jeff Smisek" video came on welcoming the passengers, providing us with information about how the...

                                                • For eBusiness & Channel Strategy Professionals

                                                  Blog:Plain And Not-So-Simple: eCommerce Fraud Management And The Solutions Available To Help

                                                  This is a guest post from Lily Varon, a researcher serving eBusiness & Channel Strategy professionals Data breaches. Customer payment and identity information hacked. Executive apology emails....

                                                  • For eBusiness & Channel Strategy Professionals

                                                    Blog:Mobile App Innovation Has Paused

                                                    Why? eBusiness pros are pursuing too many one-off initiatives without tight collaboration with their Technology counterparts. And, they are doing too little to build infrastructure to support future...