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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15 results in Reports

  • CRM Applications
  • Retail
  • For Application Development & Delivery Professionals

    Report:CRM And eCommerce Converge In A World Of Multiple Touchpoints

    Welcome To The Era Of Agile Commerce

    Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices as...

    • Downloads: 1075
  • For Application Development & Delivery Professionals

    Report:CRM Solutions For The Retail And Wholesale Trade

    Solutions To Support Key Customer-Facing Business Processes

    Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses in supporting 10 key cross-functional processes in the retail and wholesale trade: 1) trade promotion; 2)...

    • Downloads: 1253
  • For Application Development & Delivery Professionals

    Report:Zero In On CRM HEROes: The Role Of Surveys, Observations, Analytics, And Engagement

    An Empowered Report: Part 1

    A customer relationship management (CRM) highly empowered and resourceful operative (HERO) is anyone who takes the initiative to apply technologies creatively within business processes to make the...

    • Downloads: 642
  • For CIO Professionals

    Report:IT In The Indian Retail Industry

    This report provides an assessment of the IT opportunities in the Indian retail industry in 2009 and beyond for vendor strategists. This report examines eight key segments in the retail sector:...

    • Downloads: 21
  • For CIO Professionals

    Report:Retail CIOs: Prepare For Retail 2020

    Well-Conceived Options For Game-Changing Technologies Will Catapult Your Perceived Value

    Retail in Europe and North America is in the eye of a storm. Battered first by the fragmentation of traditional mass markets, then by the challenge of cross-channel interaction, and finally by a...

    • Downloads: 1373
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

    Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

    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: 1485
  • For CIO Professionals

    Report:Inside The End User's Mind: India IT Services Demand-Side Analysis

    This report provides a comprehensive background of the India IT services market dynamics from the end user perspective in order to enable vendor strategists to address market opportunities more...

    • Downloads: 10
  • For CIO Professionals

    Report:Retail Technology Investment Priorities

    Which Technologies Should CIOs Drive To Generate Quick Returns For Shareholders?

    With the global economy amid financial meltdown, retail CIOs face complex IT choices. Should they continue process improvement initiatives, upgrade their best-of-breed portfolio, or implement a...

    • Downloads: 1205
  • For Application Development & Delivery Professionals

    Report:CRM 2.0: Fantasy Or Reality?

    How Trail-Blazing Organizations Are Implementing Social Customer Strategies

    The rise of Social Computing means that customer relationship management (CRM) professionals must find innovative new ways to cope with the emerging phenomenon of "social customers." Forrester talked...

    • Downloads: 1908
  • For Application Development & Delivery Professionals

    Report:Best Practices: The Smart Way To Implement CRM SaaS Solutions

    CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software...

    • Downloads: 1508
  • For Application Development & Delivery Professionals

    Report:Case Study: Shaklee Negotiates The Right Contract With SaaS Vendors

    Shaklee, a leading provider of premium quality, natural nutrition and personal care products, environmentally friendly household products, and state-of-the-art air and water treatment systems, was...

    • Downloads: 181
  • For Application Development & Delivery Professionals

    Report:Case Study: High 5 Sportswear Scores Big With A Smart SaaS CRM Implementation

    What happens when your customer service reps have to blindly make decisions without having the right customer and sales data to guide them? High 5 Sportswear, an athletic apparel distributor based in...

    • Downloads: 301
  • For CIO Professionals

    Report:Australia's Retail Industry: IT Market Trends And Opportunities, 2006-2010

    This report assesses the Australian retail industry and market opportunities for vendor strategists, and examines eight key segments in the dynamic and extremely competitive retail sector: food,...

    • Downloads: 2
  • For CIO Professionals

    Report:China's Retail Industry: IT Market Trends And Opportunities, 2006-2010

    This report provides vendor strategists with an assessment of the IT opportunities available in China's retail industry. The report examines the eight key segments in the country's retail sector,...

    • Downloads: 4
  • For CIO Professionals

    Report:India's Retail Industry: IT Market Trends And Opportunities, 2006-2010

    This report provides vendor strategists with an assessment of the IT opportunities available in the Indian retail industry. The report examines the eight key segments in India's retail sector, which...

    • Downloads: 8