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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3 results in Reports

  • Customer Service & Support
  • eBusiness & Channel Strategy
  • Retail
  • Sucharita Mulpuru

  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    Sucharita MulpuruJanuary 29, 2013

    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: 788
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  • 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

    Sucharita MulpuruOctober 09, 2009

    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: 329

  • For eBusiness & Channel Strategy Professionals

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

    Sucharita MulpuruAugust 14, 2009

    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: 1670
 
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