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.

2 results in Reports

  • Customer Relationship Management (CRM)
  • eBusiness & Channel Strategy
  • Car Rental

  • For eBusiness & Channel Strategy Professionals

    Report:How To Improve Searchable Self-Service Online

    eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls

    Diane ClarksonSeptember 11, 2009

    Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance plaguing...

    • Downloads: 764

  • For eBusiness & Channel Strategy Professionals

    Report:Travel Web Site Customer Service Is Far From Perfect

    Travel eBusiness Customer Service And Support Benchmark, 2009

    Diane Clarkson, Elizabeth StarkJuly 27, 2009

    As part of a larger analysis of 90 Web sites, Forrester evaluated the accessibility and availability of online customer service and support among 30 leading travel Web sites. Only 12 of the travel...

    • Downloads: 589
 
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