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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5 results in Reports

  • Customer Relationship Management (CRM)
  • eBusiness & Channel Strategy
  • Patti Freeman Evans

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Patti Freeman EvansJuly 26, 2012

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 323
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark, 2011: Online Travel Agencies

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

    Patti Freeman EvansDecember 05, 2011

    In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

    • Downloads: 572
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters

    Lauriane Camus, Patti Freeman EvansFebruary 18, 2010

    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: 1288

  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Customer Service Availability Is Still Immature

    Retail eBusiness Customer Service And Support Benchmark, 2009

    Patti Freeman Evans, Andrea CariniJanuary 15, 2010

    Forrester evaluated the accessibility and availability of online customer service and support among 42 leading European retail Web sites across six retail subsegments. Four sites received a passing...

    • Downloads: 413

  • For eBusiness & Channel Strategy Professionals

    Report:The Reality Of Customer Service In Europe: How Europeans Use And Rate Service Channels

    Patti Freeman EvansOctober 09, 2009

    With 51% of European adults having sought company support in the past three months, customer service must be a key component of any company retention strategy. We found that Europeans favor...

    • Downloads: 297
 
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