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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18 results in Reports

  • Customer Data Integration
  • Past 18 months
  • For Application Development & Delivery Professionals

    Report:Big Data In Banking: It's Time To Act

    Compete In The Age Of The Customer By Making Use Of All The Available Data

    Big data is a key trend for many industries, including financial services in general and banking in particular. Key business drivers in the banking industry, such as improving customer service,...

    • Downloads: 15
  • For Infrastructure & Operations Professionals

    Report:Building The Foundation For Customer Insight: Hadoop Infrastructure Architecture

    The proliferation of customer-facing data-intensive systems in almost every modern enterprise has catalyzed the rapid deployment of big data environments, commonly with Hadoop as the underlying...

    • Downloads: 154
    • Rating:
  • For Customer Insights Professionals

    Report:TechRadar™: Customer Analytics Methods, Q1 2014

    Road Map: The Customer Analytics Playbook

    Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Customer insights professionals are faced with tough decisions about which combination of...

    • Downloads: 433
  • For CIO Professionals

    Report:2014 Technology Imperatives For US Healthcare Providers

    The Regulatory Tsunami Upends US Healthcare BT

    The seismic shift in business goals brought about by the Affordable Care Act and other legislative actions are causing providers to forge new relationships with care delivery stakeholders. The...

    • Downloads: 319
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of Customer Service In 2014

    Vision: The Contact Centers For Customer Service Playbook

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the...

    • Downloads: 2357
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Chaotic Or Innovative? Discover Your Customer Data Management Maturity

    Benchmark: The Customer Data Management Playbook

    Are you a "Nomad," "Tourist," "Business Traveler," or "Explorer?" Forrester identified these four customer data management (CDM) maturity levels to help organizations determine their sophistication...

    • Downloads: 163
  • For Application Development & Delivery Professionals

    Report:Five Ways IT And Business Can Cooperate To Win At Digital Experience Delivery

    Enterprises are overhauling their digital customer experience strategies and adopting technology to address customer needs. Amid this rapid digital shift, many companies fall behind because...

    • Downloads: 292
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Flex Your Customer Data Muscle: Do You Have What It Takes?

    Assessment: The Customer Data Management Playbook

    Customer data management (CDM) is no longer a boring, backwater capability. It is a foundation for and fundamental to success in the age of the customer. What are your firm's CDM capabilities? That's...

    • Downloads: 112
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Self-Assessment Tool For Customer Data Management Capabilities

    Forrester recommends using the customer data management self-assessment tool to prepare to prioritize effort and investment in customer data management capabilities. The tool allows you to...

    • Downloads: 30
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Build An Agile Customer Data Support Organization

    Organization: The Customer Data Management Playbook

    In a customer-centric world, designing, architecting, building, and deploying processes and applications based solely on business requirements no longer works. Leading organizations need to take an...

    • Downloads: 238
    • Rating:
  • For CMO Professionals

    Report:The CMO And CIO Must Accelerate On Their Path To Better Collaboration

    Chief marketing officers (CMOs) need to engage their chief information officers (CIOs) to develop the most effective strategy for putting marketing technology into practice. But the two organizations...

    • Downloads: 298
    • Rating:
  • For Enterprise Architecture Professionals

    Report:Forge EA-Business Partnerships To Support The Mobile Mind Shift

    EA Practices Should Recalibrate For "Outside-In" Architecture

    Enterprise architects are frustrated by a lack of clear business strategy that they can use for alignment; but they are not alone in their frustration. The pace of digital disruption only seems to...

    • Downloads: 162
  • For Application Development & Delivery Professionals

    Report:Nail Your Next-Gen Customer Data Management Strategy

    Strategic Plan: The Customer Data Management Playbook

    Rookies make the mistake of thinking that customer data is just about customer relationship management (CRM) or just about transaction history. Not so — customer data is the lifeblood of your...

    • Downloads: 328
  • For Application Development & Delivery Professionals

    Report:Customer Engagement Can't Begin Without A Next-Gen Customer Data Management Platform

    Executive Overview: The Customer Data Management Playbook

    Are you doing everything possible to profit from the explosion of customer data? Most firms aren't. They struggle with the proliferation of data silos, an avalanche of big data, the demand for...

    • Downloads: 520
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Future Of Customer Data Management

    Vision: The Customer Data Management Playbook

    Customer data is the lifeblood of the contemporary enterprise. It's used in virtually every function of the business, including product research, design, and development; advertising and marketing...

    • Downloads: 1383
    • Rating:
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

    Landscape: The CRM Playbook

    Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

    • Downloads: 1021
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

    • Downloads: 1630
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

    • Downloads: 84
    • Rating: