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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208 results in Reports

  • Media & Entertainment
  • For Infrastructure & Operations Professionals

    Report:Game On: Drive Engagement With Service Management And Automation Simulations

    Service management and automation (SMA) is a closed-loop control system that enables the design, development, maintenance, and adoption of services that support business teams in their capabilities...

    • Downloads: 228
  • For Marketing Leadership Professionals

    Report:The Tablet-TV Connection

    Tablets and TVs are big business: Forrester forecasts that 112.5 million US consumers will own a tablet by 2016, and tablets are disrupting several multibillion-dollar industries related to TV,...

    • Downloads: 1186
  • For Marketing Leadership Professionals

    Report:Forrester Research Pay TV Forecast, 2011 To 2016 (US)

    ForecastView Spreadsheet

    TV households by subscription service and digital TV households with DVR households by service. Includes historical data going back to 2000 plus a five-year forecast.

    • Downloads: 8
  • For Infrastructure & Operations Professionals

    Report:Case Study: News UK Transformed Its Data Center To Become More Agile

    In the past decade, news media companies have witnessed substantial disruptive changes in their marketplace, spurring them to significantly accelerate their IT transformation initiatives. As we have...

    • Downloads: 156
  • For CMO Professionals

    Report:What Netflix Should Do Next

    And Why All Product Strategists Should Care

    Netflix has made good on a decade-long promise to become the preeminent digital video distribution company in the US. While some have been surprised by what seems like a sudden rush of success, we...

    • Downloads: 572
  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

    • Downloads: 346
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2012, US

    North American Consumer Technographics®

    This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey (Part 1), Q2 2012 (US, Canada). It provides a generational overview of US consumers'...

    • Downloads: 492
  • For Marketing Leadership Professionals

    Report:Publishers Must Invest In First-Party Data Protection

    Safeguard Your Single Most Important Asset

    First-party data is a publisher's single most important asset. It represents the trust that a publisher builds with a loyal audience. It embodies the very essence of a publisher's brand, and it is...

    • Downloads: 126
  • For Marketing Leadership Professionals

    Report:Which Providers To Tap For Social Gaming

    Decoding A Complex Landscape Of Developers And Publishers

    Marketers are confused by the social gaming developer and publisher landscape, and it's no wonder. With surging consumer adoption and an explosive market that's forecast to reach $4 billion by 2015,...

    • Downloads: 480
  • For Marketing Leadership Professionals

    Report:Privacy Laws Force Rich Dialogue With Customers

    Move From On/Off Compliance Approaches To Custom Privacy Management

    Governments are placing pressure on interactive marketers, in most cases by mandating clear rules around how customer data is obtained, used, and stored for marketing. While interactive marketers...

    • Downloads: 376
  • For Marketing Leadership Professionals

    Report:Compare Your Campaigns To 70 Others

    This report helps interactive marketers benchmark their email marketing campaigns against 70 of their peers that Forrester reviewed, from the consumer goods, retail, travel, financial services,...

    • Downloads: 1734
  • 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: 181
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Business Case: The CIO's Mobile Engagement Playbook

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 1062
  • For Application Development & Delivery Professionals

    Report:Play Around With New Techniques For Requirements Collection

    Use Serious Games To Generate New Insights About Your Customer

    One of the most popular uses for serious games is requirements collection. Serious games change the rules for conversations about requirements, engaging stakeholders in a new (and, yes, fun) way. By...

    • Downloads: 487
  • For Application Development & Delivery Professionals

    Report:Four Questions Guide Web Mobile Content Management Plans

    As consumers access online content on more devices — computers, smartphones, tablets, TVs, eReaders, and even gaming consoles — managing and delivering digital content has grown...

    • Downloads: 888
  • For CIO Professionals

    Report:Budgets And Priorities: Global Benchmark 2012

    Strategic Planning Forrsights For CIOs

    CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

    • Downloads: 678
  • For Sales Enablement Professionals

    Report:B2B Marketing Tactics: Learning From Other Verticals

    In Forrester's report, "Marketing Tactics Of Top Tech Performers," we analyzed how top-performing tech companies apply various marketing tactics and metrics, and their resultant effectiveness. In...

    • Downloads: 428
  • For CMO Professionals

    Report:Trust, Not Buzz, Builds Health And Beauty Brand Resonance

    Technographics® TRUE Brand Compass: Health And Beauty Consumer Packaged Goods

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers now have a steeper hill to climb to earn consumers' brand preference, referral, and willingness to pay...

    • Downloads: 231
  • For Marketing Leadership Professionals

    Report:Harness The Power Of The Second Screen

    When And How It Makes Sense For Marketers To Integrate Second-Screen Experiences Into Their Plans

    Consumers today are rarely without a mobile, tablet, or laptop device close to hand, even when engaged in other activities such as watching TV. Being active on these second screens is now a normal...

    • Downloads: 130
  • For eBusiness & Channel Strategy Professionals

    Report:Using Video To Drive Online Financial Services Sales

    How Financial Services eBusiness Executives Can Use Online Video

    More people than ever before watch online video. In response, an increasing number of financial services eBusiness teams are using online video to drive sales. Nevertheless, based on our study of...

    • Downloads: 880
  • For Marketing Leadership Professionals

    Report:In-Stream Audio Advertising

    Expand Your Buys, Extend Your Reach, And Get Advertising Traction On Mobile

    In-stream audio is an attractive medium, as it offers a unique user experience supported by targeted reach and guaranteed impressions to support brand goals. In-stream audio advertising is a...

    • Downloads: 279
  • For eBusiness & Channel Strategy Professionals

    Report:The Top Five Trends In Digital Wealth Management For 2012

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will...

    • Downloads: 1175
  • For CIO Professionals

    Report:Services For The Digital Self

    The Battle To Serve You . . . And Profit From Your Data

    People must manage an exploding array of digital content that they create or are responsible for, both at work and at home. We call this collection the digital self, and it includes everything from...

    • Downloads: 660
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 104
  • For Customer Insights Professionals

    Report:What's In A Game? The Effect Of Gamification On Customer Loyalty Programs

    Gamification — applying principles of gaming to non-game activities — has everyone talking. In the context of loyalty, gamification offers two key benefits: deeper member engagement and...

    • Downloads: 995