Forrester Research : Topic :

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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Application Development & Delivery (1)

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Financial Services (1)

8 results in Social

Customer Relationship Management (CRM)
Kate Leggett

For Business Process Professionals
Client Inquiry:Call Center: From Administration To Selling Activity
Kate LeggettOctober 12, 2011
We believe we can increase sales with our call centers in our direct marketing organization if we can figure out how to transform our phone interactions into selling activities instead of...
For Business Process Professionals
Client Inquiry:Finding Alternatives To Homegrown Customer Complaint Management
Kate LeggettJune 29, 2011
What are some alternatives to the homegrown system (Lotus Notes) we use as a repository for customer complaints? We looked at one company, but are looking for more alternatives. The company we...
For Application Development & Delivery Professionals
Client Inquiry:What Are The Trends Around Utilizing Customer Data To Better Understand And Serve Customers?
Kate LeggettNovember 29, 2010
What are some of the latest developments (or key trends) in utilizing customer information that is already available in company databases (such as product portfolio, household makeup, age,...
For Business Process Professionals
Client Inquiry:Can You Tell Us About Contact Center/Call Center Opportunities And Trends?
Kate LeggettNovember 22, 2010
We are in the process of conducting a review of our contact centers and identifying improvement opportunities. We would like to gain a better understanding of the current trends as well process...
For Business Process Professionals
Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences
Kate LeggettOctober 14, 2010
Upon reading Forrester's January 28, 2010, "Rating Customer Service Experiences, 2010" report by Bruce D. Temkin, I utilized the customer service experiences article to identify companies that had...
For Business Process Professionals
Client Inquiry:Which Vendors Should Be On A Shortlist For A New Employee Survey Tool?
Kate LeggettOctober 07, 2010
We are compiling a vendor shortlist of both software and SaaS solutions to replace our current survey tool, which HR uses for an annual and bi-monthly company survey. To date, we have been running a...
For Business Process Professionals
Client Inquiry:Are Companies Outsourcing Their IT Help Desks?
Kate LeggettOctober 06, 2010
Are companies outsourcing their IT help desks? If so, are they having issues? Have any companies brought them back in-house or moved to nearshore options?
For Business Process Professionals
Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?
Kate LeggettSeptember 21, 2010
Is using the same knowledge management user interface (UI) for both customers (outward-facing) and call center agents a bad idea?

Search

Customer Relationship Management (CRM)

Refine your results

Role

Topics

Industry

For Business Process Professionals

Client Inquiry:Call Center: From Administration To Selling Activity

For Business Process Professionals

Client Inquiry:Finding Alternatives To Homegrown Customer Complaint Management

For Application Development & Delivery Professionals

Client Inquiry:What Are The Trends Around Utilizing Customer Data To Better Understand And Serve Customers?

For Business Process Professionals

Client Inquiry:Can You Tell Us About Contact Center/Call Center Opportunities And Trends?

For Business Process Professionals

Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences

For Business Process Professionals

Client Inquiry:Which Vendors Should Be On A Shortlist For A New Employee Survey Tool?

For Business Process Professionals

Client Inquiry:Are Companies Outsourcing Their IT Help Desks?

For Business Process Professionals

Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?

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