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)
  • Carrie Johnson
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2011: Staffing And Hiring For eBusiness

    eBusiness Leaders Who Struggle To Fill Open Jobs Can't Settle For Mediocrity

    Unemployment plagues the US, yet eBusiness and channel strategy professionals face a counterintuitive problem — hiring. They struggle to fill customer experience, IT, and business analyst...

    • Downloads: 510
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmark Your eBusiness Strategy And Results

    Five Key Metrics For Tracking eBusiness Progress And Maturity

    How does your eBusiness strategy stack up to your peers and competition? In this report we identify five key benchmarks for eBusiness and channel strategy professionals to help you gauge the success...

    • Downloads: 951
  • 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: 943
  • For eBusiness & Channel Strategy Professionals

    Report:Beyond Sales: Driving eBusiness With Engagement

    eBusiness And Channel Leaders: Prepare A Shift To New Customer Metrics To Succeed In 2009

    Will there ever be a shift away from the prevailing maniacal goal of increased sales online as a measure of success for eBusiness? Yes — and it's happening now. In Q1 2009, we surveyed members...

    • Downloads: 520
  • 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