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 (2)

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Help Desk/Service Desk (9)
Customer Satisfaction Surveys (1)

9 results in Social

Customer Relationship Management (CRM)
Infrastructure & Operations

For Infrastructure & Operations Professionals
Client Inquiry:Service Desk Call Tracking Systems
Stephen MannFebruary 28, 2012
Q
For Infrastructure & Operations Professionals
Client Inquiry:Service Desk Customer Satisfaction
Stephen MannFebruary 13, 2012
Q
For Infrastructure & Operations Professionals
Client Inquiry:Can You Recommend Some Out-Of-Box Solutions For Change Requests And Tickets?
Eveline OehrlichNovember 22, 2011
Can you recommend packages that out of the box can easily handle workflows for change requests and tickets?
For Infrastructure & Operations Professionals
Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?
Stephen MannNovember 16, 2011
We are looking for some metrics for IT service desk (ITSD) support. Can you please provide some numbers around first-contact resolution, number of incidents, abandonment rate, average incident...
For Infrastructure & Operations Professionals
Client Inquiry:What Expectations Should We Set For Support For Internally Facing Applications?
Glenn O'DonnellOctober 18, 2011
What are most organizations' expectations regarding 24x7 on-call support for applications — specifically internal applications, not simply customer-facing/web applications? What should we be...
For Infrastructure & Operations Professionals
Client Inquiry:How Can We Best Provide Weekend Help Desk Support With A Small Team?
Stephen MannAugust 10, 2011
How can we best provide weekend help desk support with a small help desk team?
For Infrastructure & Operations Professionals
Client Inquiry:Best Practices For Service Desk And Desk-Side Support
Stephen MannJuly 13, 2011
We are looking for standards/trends/best practices in service desk and desk-side support for internal clients. For example: How much is/should/can be supported remotely? What are large companies...
For Infrastructure & Operations Professionals
Client Inquiry:What Are Forrester's Recommendations Regarding Service Desk Organization?
John RakowskiMarch 31, 2011
What is Forrester's point of view on service desk organization? What are the various types of organization for help desk services? Is "direct phone call to support analyst" a must, or does Forrester...
For Infrastructure & Operations Professionals
Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?
Eveline OehrlichJanuary 25, 2011
I would like to know what kind of support enterprises typically purchase for software that's used for system monitoring. I'm trying to decide if the more expensive 24x7 support is needed when...

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Customer Relationship Management (CRM)

Refine your results

Date Range

Analyst

Topics

For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Call Tracking Systems

For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Customer Satisfaction

For Infrastructure & Operations Professionals

Client Inquiry:Can You Recommend Some Out-Of-Box Solutions For Change Requests And Tickets?

For Infrastructure & Operations Professionals

Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?

For Infrastructure & Operations Professionals

Client Inquiry:What Expectations Should We Set For Support For Internally Facing Applications?

For Infrastructure & Operations Professionals

Client Inquiry:How Can We Best Provide Weekend Help Desk Support With A Small Team?

For Infrastructure & Operations Professionals

Client Inquiry:Best Practices For Service Desk And Desk-Side Support

For Infrastructure & Operations Professionals

Client Inquiry:What Are Forrester's Recommendations Regarding Service Desk Organization?

For Infrastructure & Operations Professionals

Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?

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