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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9 results in Reports

  • Customer Relationship Management (CRM)
  • Financial Services
  • Benjamin Ensor
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Banking

    Processes: The Mobile Banking Strategy Playbook

    The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...

    • Downloads: 1184
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

    eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

    • Downloads: 480
  • For eBusiness & Channel Strategy Professionals

    Report:How Italian Banking Customers Use Different Channels, 2011

    The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

    • Downloads: 362
  • 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 UK Banking Customers Use Different Channels

    The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of...

    • Downloads: 819
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2009: European Retail Banking eBusiness And Channel Strategy

    The Financial Crisis And The Recession Have Changed Priorities For Executives

    Under the impact of the financial crisis and the recession, eBusiness and channel strategy executives at European retail banks will focus on retaining customers and increasing efficiency in 2009. In...

    • Downloads: 1638
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate European Banks

    Customers who see their main bank as a customer advocate that does what's best for them, and not just what's best for its profits, are more likely to consider it for future financial purchases. On...

    • Downloads: 308
  • For eBusiness & Channel Strategy Professionals

    Report:The UK's Nationwide Puts Its Members First

    A Case Study In Experience-Based Differentiation

    In the late 1990s, the UK's Nationwide Building Society faced a challenge — many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its...

    • Downloads: 239
  • 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