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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2 results in Reports

  • Customer Service & Support
  • Financial Services
  • Past 18 months
  • Benjamin Ensor
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Banking

    Processes: The Mobile Banking Strategy Playbook

    The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...

    • Downloads: 598
  • For eBusiness & Channel Strategy Professionals

    Report:How Italian Banking Customers Use Different Channels, 2011

    The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

    • Downloads: 312
    • Comments: 1
    • Rating:
 
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