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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22 results in Reports

  • Customer Service & Support
  • eBusiness & Channel Strategy
  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    Companies often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the industry...

    • Downloads: 1394
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 426
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

    • Downloads: 177
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just prioritize...

    • Downloads: 287
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

    • Downloads: 327
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Fashion Brands

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands

    Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality...

    • Downloads: 1091
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailing In Australia 2010: Marketing, Merchandising, And Customer Service

    In "Online Retailing In Australia 2010," a Forrester study incorporating data collected in partnership with the Online Retailer Expo & Conference 2010, we found that, on the whole, Australian online...

    • Downloads: 379
  • For eBusiness & Channel Strategy Professionals

    Report:Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

    • Downloads: 945
  • For eBusiness & Channel Strategy Professionals

    Report:Retailers Plan To Expand Online Customer Service Channels In 2010

    But Disconnection Between Customer Service And Brand May Spell Trouble

    As eCommerce sales operations mature, we find many online executives turning more attention to online customer service. Today, email is the most commonly offered online customer service channel on...

    • Downloads: 808
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

    • Downloads: 1309
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Customer Service Availability Is Still Immature

    Retail eBusiness Customer Service And Support Benchmark, 2009

    Forrester evaluated the accessibility and availability of online customer service and support among 42 leading European retail Web sites across six retail subsegments. Four sites received a passing...

    • Downloads: 422
  • For eBusiness & Channel Strategy Professionals

    Report:Using Email Customer Service to Keep Customers On Your Web Site

    eBusiness professionals should be focused on customers' multichannel experiences; why, then, is email customer service trapped in a silo? Email customer service habitually drives customers further...

    • Downloads: 524
  • For eBusiness & Channel Strategy Professionals

    Report:When eCommerce Executives Should (And Shouldn't) Believe Vendor Case Studies

    Decision-Makers Need To Distinguish Between Useful Data And Propaganda

    Because of the preponderance of point solutions in the online retail world, eCommerce executives are bombarded with numerous vendor-authored case studies that claim to increase a client company's...

    • Downloads: 343
  • For eBusiness & Channel Strategy Professionals

    Report:How To Improve Searchable Self-Service Online

    eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls

    Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance plaguing...

    • Downloads: 787
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2009: Merchandising And Web Optimization

    The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked retailers about their prioritization and success rates regarding more than 50 site...

    • Downloads: 1691
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retail Customer Service Availability Needs Some Improvement

    Retail eBusiness Customer Service And Support Benchmark, 2009

    As part of a larger analysis of 90 Web sites, Forrester evaluated the accessibility and availability of online customer service and support among 30 leading retail Web sites. Retail sites scored the...

    • Downloads: 545
  • 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: 938
  • For eBusiness & Channel Strategy Professionals

    Report:The Future Of The eCommerce Platform

    Dropping The "E" In eCommerce

    eCommerce has come into its own as a key channel for both direct-to-consumer and business-to-business (B2B), and platform solutions to enable them have followed suit. But eCommerce continues to...

    • Downloads: 2743
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retail Checkout Best Practices

    Customer Service Tactics For Meeting Customer Needs

    Shopping cart abandonment continues to challenge eBusiness executives. The loss of sales opportunities attributable to a lack of contextual or accessible information is easily avoidable. To...

    • Downloads: 480
  • For eBusiness & Channel Strategy Professionals

    Report:US Customer Service And Support Metrics, December 2008

    Benchmarking Email Response Management Best Practices

    Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements, according to a recent JupiterResearch WebTrack. Moreover, 81% of sites responded to email...

    • Downloads: 140
  • 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
  • For eBusiness & Channel Strategy Professionals

    Report:Technographics Survey Highlights: North American Retail And Customer Service Online Survey, Q2 2007

    This highlight deck reviews the key findings from the Q2 2007 Retail & Customer Service Online Survey. This survey covered questions given to US adults around their experience with purchasing...