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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8 results in Social

  • Peter Burris

  • For Chief Information Officer Professionals

    Blog:Why Disqus, And Pre-Existing Social Identities, Matter To B2B Marketers

    Peter BurrisMay 05, 2011

    [co-authored by Zachary Reiss-Davis] Disqus, a SaaS commenting platform that companies can embed in any website page, just announced a funding round of $10 million yesterday. In the same...

    • For Marketing Leadership Professionals

      Client Inquiry:The Pipeline Is Half Empty

      Peter BurrisAugust 17, 2011

      I just read Forrester's August 2, 2011, "The Pipeline Is Less Than Half Empty" report and wondered if less than 30% of all leads are marketing generated, on a good day, where does the other 70+% come...

      • For Marketing Leadership Professionals

        Client Inquiry:Who Are The People Responsible For Purchasing Marketing Applications And Cross-Channel Platforms?

        Peter BurrisMay 06, 2011

        Who (job title, level, and role) are the (across multiple industries) IT professionals that influence selection, purchasing, and implementation decisions regarding marketing applications and...

        • For Chief Information Officer Professionals

          Blog:Forrester Groundswell Awards: Less Than Two Weeks Left To Submit Your Entry

          Peter BurrisAugust 16, 2010

          The deadline to submit your entry into the Forrester Groundswell Awards is on August 27, just two weeks away. The submissions we received last year, which we wrote up in this Forrester report,...

          • For Marketing Leadership Professionals

            Client Inquiry:SMB Marketing Budgets

            Peter BurrisDecember 15, 2010

            What percent of the SMB marketing budget is devoted to field marketing? How is the total marketing budget is split between programs and people? How is the overall budget divided among programs...

            • For Chief Information Officer Professionals

              Blog:Why Did Google Buy ITA And Its Flight Comparison Software?

              Peter BurrisJuly 02, 2010

              [Co-authored by Zachary Reiss-Davis] Google announced yesterday that it is buying ITA Software for $700 million. ITA does two main things: airline eCommerce and reservations management...

              • For Chief Information Officer Professionals

                Blog:From Product To Outcome Engagement

                Peter BurrisJanuary 19, 2011

                Ah, the good ol’ days, when technology customers just wanted smaller, faster, and cheaper.  Well, they still want that, but that’s not all they want. They want business outcomes: the...

                • For Chief Information Officer Professionals

                  Blog:Groundswell Awards Are, Well, Swell!

                  Peter BurrisAugust 25, 2010

                  One of my favorite things to do here at Forrester is judge the Groundswell Awards. Started by Josh Bernoff as a way to drive increasingly practical discussion regarding the real benefits that...

                   
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