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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53 results in Reports

  • Customer Relationship Management (CRM)
  • Past 6 months
  • For Customer Insights Professionals

    Report:How Dirty Is Your Data?

    Strategic Plan: The Personal Identity And Data Management Playbook

    As personal identity management (PIDM) begins to take shape, companies must think about their customer insights (CI) practices differently. Today's data governance policies — the rules that...

    • Downloads: 472
  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

    • Downloads: 572
  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook

    This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

    • Downloads: 613
  • For CIO Professionals

    Report:It's Time To Take Your Data To Market

    Your Data May Have Tremendous Commercial Potential

    Data is exploding — some statistics claim 90% of the world's data has been generated in the past two years. This environment has resulted in companies starting to examine the commercial...

    • Downloads: 91
  • For CIO Professionals

    Report:Case Study: Data-Driven Customer Engagement Transforms Public Services

    Société De Transport De Montréal Thanks Passengers And Drives Revenues

    Airlines court frequent fliers with rewards for loyalty and as a consequence get to know their customers better. Why not public transportation? In Canada, Société de Transport de...

    • Downloads: 64
  • For Application Development & Delivery Professionals

    Report:CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

    • Downloads: 335
  • For Customer Insights Professionals

    Report:Prepare For A World Of Consumer-Managed Data

    Executive Overview: The Personal Identity And Data Management Playbook

    Amid the talk of big data, privacy, and personal clouds, another important trend has emerged: Consumers are increasingly aware of the data they create as they move about the Web and engage with...

    • Downloads: 419
  • For CIO Professionals

    Report:Customer Privacy Is A European CIO Priority

    Companies Across Europe Will Differentiate On The Way They Handle Privacy Issues

    The ruling by the European Court of Justice in May 2014 that an individual can demand that "irrelevant or outdated" information is deleted from search results should remind chief information officers...

    • Downloads: 81
  • For CIO Professionals

    Report:Brief: Data From The Digital Self Is Powering New Competition For Customers

    Firms Should Avoid Three Errors And Embrace Three Strategies To Use Digital Self To Win, Serve, And Retain Customers

    CIOs and their CMO partners face a business landscape of new players and competitors using new forms of data about customers to change how companies win, serve, and retain customers. These new forms...

    • Downloads: 103
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In Australia, 2014

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • Downloads: 80
  • For eBusiness & Channel Strategy Professionals

    Report:Enhance Customer Relationships Through Mobile

    Executive Overview: The Mobile eBusiness Playbook

    eBusiness and channel strategy professionals are faced with the challenge of an ever more connected consumer. Consumers expect to be able to engage with brands on their mobile devices. In fact, they...

    • Downloads: 1028
  • For Customer Insights Professionals

    Report:Partnerships Accelerate Customer Insights

    How Outside Firms Help Tackle Transformation Challenges

    Customer insights (CI) professionals and marketing leaders who have yet to transform from a product-focused to customer-centric strategy and cash in on the promise of turning customer data into big...

    • Downloads: 121
  • For CIO Professionals

    Report:Top Technologies For Your BT Agenda

    Tools And Technology: The Business Technology Agenda Playbook

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Business execs know this, but they don't think that their...

    • Downloads: 301
  • For Application Development & Delivery Professionals

    Report:The Modern CRM

    Create An Outside-In CRM Strategy With Six Key Steps

    The business benefit of customer relationship management (CRM) solutions, firmly centered around improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet,...

    • Downloads: 280
  • For Application Development & Delivery Professionals

    Report:Benchmark Your Consumer Centricity In Retail And CPG

    Retail and consumer packaged goods (CPG) AD&D professionals have to help their stakeholders to drive actionable insight from a wide range of solutions and external agency services, such as those for...

    • Downloads: 79
  • For Application Development & Delivery Professionals

    Report:A Radical Rethink Of Data Architecture For Customer Engagement

    Effective Customer Engagement Requires Rapid Change And A New World Of Data

    A prerequisite to winning in the age of the customer is a deep and almost uncanny knowledge of customers and prospects. "Customer data" used to mean the data in customer relationship management (CRM)...

    • Downloads: 260
  • For Infrastructure & Operations Professionals

    Report:Case Study: Jason's Deli Delivers Delicious Customer Service And Experience

    Visibility And Interconnectivity Yield A Responsive Service Ecosystem And Curious Workforce

    It's difficult to make a good sandwich if you don't understand your customer's order or you can't find the ingredients you need. Similarly, it's difficult to deliver a service smoothly if you don't...

    • Downloads: 55
  • For Marketing Leadership Professionals

    Report:Brief: What Salesforce Wear Means For Marketers

    Salesforce.com Supports The Enterprise But Underplays Marketing Potential

    While interest in wearables is high among consumers, the adoption rate is still too low for most marketers to take notice. But wearables are now a "when," not an "if" — a mass-market product...

    • Downloads: 93
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 1788
  • For Enterprise Architecture Professionals

    Report:Q&A: The Top Five Strategic Big Data Questions

    Big-data-related inquires have mushroomed in the past year. Forrester's data indicates that most organizations are either experimenting with big data technology or have already started. This report...

    • Downloads: 418
  • For Application Development & Delivery Professionals

    Report:Digital Creepiness: How Not To Spook Your Customers

    Find, But Don't Cross Your Customer's Creepiness Line When Designing, Developing, And Delivering Digital Experiences

    Customers are flocking to apps that use more personal information because they find them intensely valuable. However, at the same time, many people think its creepy how much detailed information...

    • Downloads: 161
  • For CIO Professionals

    Report:Executing Enterprise-Versus-Local Decisions

    The Second In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    All CIOs wrestle with which processes, technologies, organizations, and roles should be consistent across the organization (enterprise) and which should be specific to a business unit or geography...

    • Downloads: 135
  • For CIO Professionals

    Report:CIOs: Structure Your Tech Management Roles To Balance Local And Enterprise Capabilities

    The First In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    Many CIOs struggle with this question: Which processes, technologies, organizations, and competencies should be common across the organization (i.e., enterprise), and which should be specific to a...

    • Downloads: 197
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 174
  • For Sourcing & Vendor Management Professionals

    Report:A Quick Guide To Help You Prepare For A Salesforce.com Negotiation

    Three Areas You Must Understand If You Want To Save Money For Your Organization

    Salesforce.com has become a giant in the enterprise software space and a behemoth in the software-as-a-service (SaaS) space — now boasting more than 120,000 customers. The SaaS poster child has...

    • Downloads: 164