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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Client Inquiries (2)

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Customer Insights (2)

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Europe (1)

14 results in Social

Dave Frankland

For Customer Insights Professionals
Blog:CI Team Changes
Dave FranklandJanuary 07, 2013
As we kick off 2013 in earnest, I wanted to take the opportunity to update you on several changes to the CI team at Forrester. As many of you know, we’ve seen tremendous growth over the past...
For Customer Insights Professionals
Blog:Elevating The CI Role Within The Organization
Dave FranklandApril 29, 2011
I've had two reports go live in the past week or so which, although we worked on them separately, are in some ways related. First, we argue that Customer Intelligence needs to get out of the...
For Customer Insights Professionals
Blog:The "New Mover" Myth
Dave FranklandJanuary 28, 2011
On January 1st I became a resident of Florida -- my wife and I joke that after the collective 63 years that she, our two kids, and I have spent in New York, that we’re just doing what so...
For Customer Insights Professionals
Blog:Sometimes, The Elephant In The Room Is Meant To Be There!
Dave FranklandFebruary 14, 2013
After we packed up the kids and drove three hours to Disney World in Orlando, I sat up until almost 2 o'clock this morning reading the media coverage about Disney's soon-to-be-launched...
For Customer Insights Professionals
Blog:Marketing And Technology — Oil And Water No More!
Dave FranklandSeptember 13, 2011
An article in yesterday’s Ad Age led with a fascinating premise — that investments in technology and innovation may provide future breakthrough for Wal-Mart. That’s Wal-Mart....
For Customer Insights Professionals
Blog:Epsilon's Data Breach: A Wake Up Call For The Entire CI Industry
Dave FranklandApril 04, 2011
On April 1, 2011, Epsilon announced that it had detected an unauthorized entry into its email system, and that, as a result, a subset of its email clients’ customer data was exposed to an...
For Customer Insights Professionals
Blog:Where Can You Go For Preference Management Support?
Dave FranklandNovember 03, 2010
In recent inquiries and in one-on-one meetings at our Consumer Forum last week, I’ve had several discussions about the preference management landscape. We’ve written about the trend, but...
For Customer Insights Professionals
Blog:Are You Listening To Your Customers?
Dave FranklandMarch 13, 2013
Recent shakeups on Forrester’s Customer Intelligence team provided an opportunity to take a good look at our listening platform and social intelligence coverage. Long tagged as the...
For Customer Insights Professionals
Client Inquiry:Effect Of Multicontacts On Response
Dave FranklandFebruary 15, 2011
Our client is set to approve a direct marketing program that is testing a multiple contact approach against a single contact approach. What we would like are any industry benchmarks or examples that...
For Customer Insights Professionals
Blog:Updating the Database Marketing Service Provider Wave
Dave FranklandSeptember 07, 2010
Since Forrester last published a Wave of Database Marketing Service Providers (MSPs), the landscape and the market have changed significantly. How? Consolidation of major players. For example 2...
For Customer Insights Professionals
Client Inquiry:Database Providers In The UK
Dave FranklandJune 03, 2011
How big is the UK market for database providers, and how many database providers do you estimate are in that market?
For Customer Insights Professionals
Blog:A Week In The Life Of An Analyst
Dave FranklandAugust 13, 2010
In my job prior to Forrester, my responsibilities included a fair amount of analyst relations, and I had pretty solid relationships with analysts at different firms. As such, I felt I had a...
For Customer Insights Professionals
Blog:Intelligent Dialogs: Julie Bernard, VP Customer Centricity And Database Marketing
Dave FranklandApril 17, 2012
I caught up today with Julie Bernard in advance of her presentation at tomorrow's Marketing Leadership and Customer Intelligence Forums. Julie's keynote focuses on "Putting The Customer At...
For Customer Insights Professionals
Blog:It's Time For Business Leaders To Embrace Customer Intelligence
Dave FranklandOctober 20, 2011
Forrester believes that we have entered the age of the customer — an age in which customer obsession matters more than any other strategic imperative, requiring firms to focus their strategy,...

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Customer Relationship Management (CRM)

Refine your results

Date Range

Content Types

Role

Topics

Region

For Customer Insights Professionals

Blog:CI Team Changes

For Customer Insights Professionals

Blog:Elevating The CI Role Within The Organization

For Customer Insights Professionals

Blog:The "New Mover" Myth

For Customer Insights Professionals

Blog:Sometimes, The Elephant In The Room Is Meant To Be There!

For Customer Insights Professionals

Blog:Marketing And Technology — Oil And Water No More!

For Customer Insights Professionals

Blog:Epsilon's Data Breach: A Wake Up Call For The Entire CI Industry

For Customer Insights Professionals

Blog:Where Can You Go For Preference Management Support?

For Customer Insights Professionals

Blog:Are You Listening To Your Customers?

For Customer Insights Professionals

Client Inquiry:Effect Of Multicontacts On Response

For Customer Insights Professionals

Blog:Updating the Database Marketing Service Provider Wave

For Customer Insights Professionals

Client Inquiry:Database Providers In The UK

For Customer Insights Professionals

Blog:A Week In The Life Of An Analyst

For Customer Insights Professionals

Blog:Intelligent Dialogs: Julie Bernard, VP Customer Centricity And Database Marketing

For Customer Insights Professionals

Blog:It's Time For Business Leaders To Embrace Customer Intelligence

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