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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272 results in Reports

  • Media & Entertainment
  • For Application Development & Delivery Professionals

    Report:SQL Azure Raises The Bar On Cloud Databases

    Ease Of Use, Integration, Reliability, And Low Cost Make It A Compelling Solution

    Over the past six months, Forrester interviewed 26 companies using Microsoft SQL Azure to find out about their implementations. Most customers stated that SQL Azure delivers a reliable cloud database...

    • Downloads: 509
  • For Marketing Leadership Professionals

    Report:Case Study: Mint.com Grows Its Business Using Game Mechanics

    Mint.com wanted to increase traffic from new and returning users to its site as well as deepen engagement and exposure to monetized elements. By employing a suite of game mechanics — including...

    • Downloads: 362
  • 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: 156
  • For eBusiness & Channel Strategy Professionals

    Report:Why Tablet Commerce May Soon Trump Mobile Commerce

    Ownership of tablet devices is poised for rapid growth with tablet users in the US estimated to grow at a compound annual growth rate (CAGR) of 51% from 2010 to 2015. Already a significant percent of...

    • Downloads: 1791
  • For Marketing Leadership Professionals

    Report:Product Strategists At Telcos Shouldn't Obsess About "Bit Pipe Syndrome"

    More Innovation Is Needed, But Fundamental Connectivity Remains A Valuable Service

    Product strategists in various industries tend to dismiss telcos' role in service innovation, focusing instead on disruptors such as Google and Apple. It is true that new entrants and over-the-top...

    • Downloads: 594
  • For Sales Enablement Professionals

    Report:Gaining Executive-Level Access

    Executive buyers respond well to clear, personalized, easily scannable emails as a way to raise their interest in taking a meeting. The things that motivate executives to take a meeting fall into two...

    • Downloads: 76
  • For Marketing Leadership Professionals

    Report:Privacy Matters For Online Advertisers

    Behavioral Marketers Should Prepare To Self-Regulate Data Practices

    Concern over consumer privacy has marketers, associations, government officials, and even technology vendors hustling to find ways to manage online data so that it is comfortable to consumers and...

    • Downloads: 458
  • For Application Development & Delivery Professionals

    Report:The State Of Application Development In Enterprises And SMBs

    Forrsights North America And Europe

    Forrester surveyed 933 technology decision-makers and approximately 2,500 developers at North American and European enterprises and small and medium-size businesses (SMBs) to understand the state of...

    • Downloads: 1296
  • For Application Development & Delivery Professionals

    Report:Get To Know Your 2010 Business Analysts

    In Q3 2010, Forrester Research and the International Institute of Business Analysis (IIBA) partnered to survey 1,461 business analysts (BAs), systems analysts, software requirements engineers, and...

    • Downloads: 26
  • For Marketing Leadership Professionals

    Report:Technographics® Survey Highlights: What Types Of Advertising Do Latin Americans Trust?

    An overview of the types of advertisments that Latin Americans trust and how these differ for Brazilian and Mexican consumers.

    • Downloads: 6
  • For Marketing Leadership Professionals

    Report:Start To Play With Social Gamers

    Social Gaming Provides A Ripe Marketing Opportunity

    Eighty-four percent of US interactive marketers have no plans to use games in their 2011 marketing strategies, making social gaming a large, untapped opportunity for marketers. Marketers should start...

    • Downloads: 826
  • For Marketing Leadership Professionals

    Report:Forrester Research Interactive Marketing Forecast By Industry, 2011 To 2016 (US)

    ForecastView Spreadsheet

    Interactive marketing spending segmented by industries. Each industry's IM spending is further broken into the various components of IM: display, paid search, SEO, email, and mobile advertising.

    • Downloads: 3
    • Rating:
  • For Marketing Leadership Professionals

    Report:Digital Natives: A Demographic Overview

    North American Technographics®

    Digital natives have grown up in the age of technology and cannot imagine a life without computers, cell phones, and social networking. Although digital natives may not have large amounts of...

    • Downloads: 144
  • For Marketing Leadership Professionals

    Report:Gambling: Bet On Mobile Products And Services

    After so many years of unmet expectations, gambling is finally going mobile. Although it's not yet the promised El Dorado, and despite the fact that competition is likely to be fiercer in a complex...

    • Downloads: 561
  • For Marketing Leadership Professionals

    Report:Three Ways To Find, Create, And Energize Advocates

    Promote, Find, And Attract The Mass Influencers Who Matter

    Fans and followers are helpful for brands, but the people who bring the greatest value in social media are not just fans but advocates — people who can and will support, engage, and share...

    • Downloads: 1016
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2010 To 2015 (US)

    ForecastView Spreadsheet

    Online Retail Spending Forecast (US): Online retail spending by 30 retail categories such as PCs, apparel, housewares, and consumer electronics and baby products. Includes metrics, by category, such...

    • Downloads: 14
  • For Application Development & Delivery Professionals

    Report:Cloud Computing In India 2010: End User Adoption Trends

    This document provides an overview of cloud computing in India for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns, market awareness and user...

    • Downloads: 43
  • For Marketing Leadership Professionals

    Report:Forrester Research DTV, HDTV, And DVR Forecast, 2010 To 2015 (US)

    ForecastView Spreadsheet

    DTV, HDTV, and DVR Forecast (US): Total TV households by platform, including cable, satellite, telco, and terrestrial. Segments each platform by digital where applicable and includes net pay TV...

    • Downloads: 2
  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 249
  • For Marketing Leadership Professionals

    Report:Case Study: Nike+ GPS iPhone App Enhances The Running Experience

    An Empowered Report: Nike Creates A Location-Aware Mobile Experience

    Nike has created an integrated line of Nike+ products that support its customers' athletic activities through mobile and social means. Nike+ GPS leverages the most advanced capabilities of...

    • Downloads: 452
  • For Marketing Leadership Professionals

    Report:Best Practices For Tablet Media Apps

    Leverage These Business Models And Features For Media App Success

    Product strategists launching media applications on tablets have an opportunity to launch new products on these devices and enter a new era of media consumption. The tablet is a unique device with...

    • Downloads: 934
  • For Marketing Leadership Professionals

    Report:Disruptive Trends 2011

    Product Innovation At Market Leaders Must Leverage Disruptive Strategies

    The pace of innovation now is ferocious: In every part of people's digital lives, everything is changing fundamentally. The Internet is everywhere. The last analog media types are becoming...

    • Downloads: 2072
  • For Application Development & Delivery Professionals

    Report:Cloud Computing Market Dynamics In MEA: United Arab Emirates

    This document provides an overview of cloud computing in the United Arab Emirates (UAE) for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns,...

    • Downloads: 23
    • Rating:
  • For Marketing Leadership Professionals

    Report:Audience Data Management: A Must-Have For Publishers

    It's Not Just For Buyers Anymore

    As digital publishers dive into audience selling opportunities, managing disparate audience data sources is becoming a necessity. New data management platforms promise to help publishers more easily...

    • Downloads: 422
  • For Marketing Leadership Professionals

    Report:Adapting To Media Fragmentation In Europe

    The Impact Of Media Fragmentation Patterns On Communication Strategy

    Consumers across Europe are embracing new media platforms that change the way they consume content. This year's European Technographics® data shows a continuous growth in the amount of time...

    • Downloads: 379
 
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