Forrester Research : Topic

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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Past 18 months (1)

Analyst

Bill Doyle (1)
Carrie Johnson (1)

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Financial Services (2)

Region

North America (1)

9 results in Social

eBusiness & Channel Strategy
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For eBusiness & Channel Strategy Professionals
Client Inquiry:Customer Communication Involved With Money Movements
Carrie JohnsonApril 05, 2011
When customers transfer monies between accounts, there are different ways by which the bank advises them when it's completed -- SMS texting, letter confirmation, telephone call, etc. Does Forrester...
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?
Diane ClarksonMarch 15, 2012
What is a typical chat contact center average handle time, queue abandonment rate, missed chat (no available agents) rate, etc.?
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Industry Standards For Email Turnaround Time?
Diane ClarksonOctober 05, 2011
I need report data on recent industry standards for email turnaround time. There is a standard of 22 hours cited in Forrester's November 24, 2009, "Using Email Customer Service to Keep Customers On...
For eBusiness & Channel Strategy Professionals
Client Inquiry:Do You Have Net Promoter Scores For US Banks?
Bill DoyleFebruary 14, 2011
Do you have Net Promoter Scores for US banks?
For eBusiness & Channel Strategy Professionals
Client Inquiry:Who Are The Leading Web Chat Vendors And How Do They Rank Against Each Other?
Diane ClarksonAugust 30, 2010
We're interested in introducing web chat capabilities for our members so that they have another channel to communicate with our customer service team. Does Forrester track the vendors in this space?...
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Is A Good Customer Service SLA?
Diane ClarksonFebruary 24, 2011
I want to know if established companies — those known for good online service such as Amazon.com, Apple, Cisco, Netflix, Wal-Mart, etc. — have a stated SLA or response time when their...
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are The Technologies That Link The Web To A Person?
Diane ClarksonDecember 03, 2010
I would like to know more concerning web callback technologies — click-to-call or chat. What are the technologies that link the Internet and a physical person?
For eBusiness & Channel Strategy Professionals
Client Inquiry:Seeing A Chat Rep Typing Can Have A Significant Impact
Diane ClarksonSeptember 28, 2011
Does knowing when a chat rep is typing affect the customer experience?
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Average Chat Wait Time And Abandon Rates?
Diane ClarksonSeptember 19, 2011
I was wondering if you know what the chat industry standards are for chat wait time and abandon rates. Would chat wait time be around 45 seconds, and would abandon rate be around 5%?

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Customer Relationship Management (CRM)

Refine your results

Date Range

Analyst

Topics

Industry

Region

For eBusiness & Channel Strategy Professionals

Client Inquiry:Customer Communication Involved With Money Movements

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Industry Standards For Email Turnaround Time?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Do You Have Net Promoter Scores For US Banks?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Who Are The Leading Web Chat Vendors And How Do They Rank Against Each Other?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Is A Good Customer Service SLA?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are The Technologies That Link The Web To A Person?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Seeing A Chat Rep Typing Can Have A Significant Impact

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Average Chat Wait Time And Abandon Rates?

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