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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16 results in Reports

  • Customer Relationship Management (CRM)
  • eBusiness & Channel Strategy
  • Consumer Technographics
  • Consumer Electronics & Technology
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more consumers....

    • Downloads: 816
  • For eBusiness & Channel Strategy Professionals

    Report:How Spanish Banking Customers Use Different Channels, 2011

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

    • Downloads: 393
  • For eBusiness & Channel Strategy Professionals

    Report:How German Banking Customers Use Different Channels, 2011

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is becoming...

    • Downloads: 484
  • For eBusiness & Channel Strategy Professionals

    Report:How Canadian Insurance Customers Use Different Channels

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

    • Downloads: 580
  • For eBusiness & Channel Strategy Professionals

    Report:Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

    • Downloads: 957
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

    • Downloads: 1311
  • For eBusiness & Channel Strategy Professionals

    Report:Developing An Online Customer Service Strategy

    Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

    • Downloads: 1160
  • For eBusiness & Channel Strategy Professionals

    Report:Technographics® Survey Highlights: US Insurance Channel Preferences

    This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:How US Credit Card Customers Use And Rate Issuers' Secure Sites

    Customers Do Little More Than View And Pay Their Bills Online

    There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the...

    • Downloads: 272
  • For eBusiness & Channel Strategy Professionals

    Report:Using Channel Satisfaction Data To Build The Business Case For eBusiness

    Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

    • Downloads: 941
  • For eBusiness & Channel Strategy Professionals

    Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

    Account And Portfolio Data Remain Most Important

    Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

    • Downloads: 669
  • For eBusiness & Channel Strategy Professionals

    Report:What US Affluent Investors Want From Their Investment Firms' Web Sites

    Account Data Is Most Important, With Vanguard Rated Highest For Quality

    More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...

    • Downloads: 612
  • For eBusiness & Channel Strategy Professionals

    Report:How To Get Customers To Shop Online

    How Consumers Research, Buy, And Get Service

    Our research still shows that despite the adoption of online transactions, consumers prefer in-store experiences over the Web when it comes to researching, buying, and getting customer service. This...

    • Downloads: 986
  • For eBusiness & Channel Strategy Professionals

    Report:Account Alerts: Are Consumers Ready — Yet?

    Forrester has been tracking account-based alerts for three years now. While usage has increased, just 24% of online consumers receive any type of alert from their financial provider. What is holding...

    • Downloads: 590
  • For eBusiness & Channel Strategy Professionals

    Report:Technographics Survey Highlights: North American Retail And Customer Service Online Survey, Q2 2007

    This highlight deck reviews the key findings from the Q2 2007 Retail & Customer Service Online Survey. This survey covered questions given to US adults around their experience with purchasing...

    • For eBusiness & Channel Strategy Professionals

      Report:The Financial Alerts That Net Users Want

      Consumer Interest In Email And SMS Alerts Continues To Outstrip Supply

      Europe's frequent Net users are interested in a wide range of financial alerts, from large payment warnings to insurance renewal reminders. Most of these Net users would like to receive alerts by...

      • Downloads: 229