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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Analyst

Bill Doyle (1)
Zia Daniell Wigder (1)

Topics

Industry

Financial Services (1)

8 results in Social

eBusiness & Channel Strategy
Customer Experience Management

For eBusiness & Channel Strategy Professionals
Client Inquiry:The Impact Of Advisory On Customer Advocacy
Bill DoyleJuly 11, 2011
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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%?
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: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 Translation Expectations From Russian Travelers And Consumers?
Zia Daniell WigderMay 31, 2011
Might you have any more insight into translation expectations from Russian travelers/consumers?
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Some Solutions For eCommerce Website Offer Regionalization?
Brian K. WalkerNovember 15, 2010
We are looking for guidance on presenting regionalization of offers to an eCommerce website. Two new features enhancements: 1) Commercial-grade geographical locating products or service that returns...
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:How Many Clicks Before A Customer Abandons?
Diane ClarksonApril 28, 2011
Can you help us with a metric we are trying to find related to how many clicks a consumer accepts before abandonment?

Search

Customer Relationship Management (CRM)

Refine your results

Analyst

Topics

Industry

For eBusiness & Channel Strategy Professionals

Client Inquiry:The Impact Of Advisory On Customer Advocacy

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Is A Good Customer Service SLA?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Translation Expectations From Russian Travelers And Consumers?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Some Solutions For eCommerce Website Offer Regionalization?

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Client Inquiry:How Many Clicks Before A Customer Abandons?

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