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.

Refine your results

Date Range

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

202 results in Reports

  • Media & Entertainment
  • For CIO Professionals

    Report:Segmenting The US Tech Market

    SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

    For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

    • Downloads: 661
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2012

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

    • Downloads: 3078
  • 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: 380
  • For Enterprise Architecture Professionals

    Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

    These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

    • Downloads: 63
  • For CIO Professionals

    Report:Australia, China, And India Set The Pace In Asian IT Services

    Individual Country Dynamics Drive Growth And Industry Maturity

    Different factors will drive the growth of the IT services and outsourcing industries in Australia, China, and India. In Australia, as-a-service offerings, mobile application development, and mobile...

    • Downloads: 959
  • For CIO Professionals

    Report:Best Practices: Leveraging Live Streaming And On-Demand Video In The Enterprise

    Communications, Training, And Collaboration Dominate Usage Scenarios

    A growing number of content and collaboration professionals are interested in using webcasting and YouTube-like video portals internally for corporate communications and training. Why? They recognize...

    • Downloads: 831
  • For CMO Professionals

    Report:Health Insurance Brands Must Earn Consumer Trust

    Technographics® TRUE Brand Compass: Health Insurance

    US health insurance brands can now go directly to consumers beyond employer-sponsored programs. With this shift, leading health insurance chief marketing officers (CMOs) must pay more attention to...

    • Downloads: 184
  • For Marketing Leadership Professionals

    Report:Western European Online Display Advertising Forecast, 2011 To 2016

    Rich Media And Video Are The Future Of A Growing But Slowing Market

    European online display ad spending will grow at a CAGR of 13% over the next five years — driven by massive increases in spending on video and rich media advertising. The three largest display...

    • Downloads: 447
  • For CMO Professionals

    Report:The New Layers Of TV Audience Insight

    Audiences are fundamentally changing the way they watch TV. Viewers are now active on a second screen — a tablet, PC, or mobile device — at the same time that the big screen is turned on....

    • Downloads: 573
  • For CIO Professionals

    Report:The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

    • Downloads: 1024
  • For CIO Professionals

    Report:European Information And Communications Technology Market 2012 To 2013

    Spending Growth Comes To A Halt As Europe Slides Into Recession

    Overview of the European ICT Market

    • Downloads: 998
  • For Marketing Leadership Professionals

    Report:How Software Is Eating Video Ads And, Soon, TV

    Marketers Must Prepare For The Rapid Rise Of Programmatic Buying For Online Video And TV Inventory

    Programmatic buying has swept the display advertising world and is making rapid inroads into video inventory. As this software-powered and automated approach to media buying becomes more common and...

    • Downloads: 345
  • For CIO Professionals

    Report:CIOs Must Merge IT With Marketing To Win In The Digital Decade

    Assessing Your Marketing-IT Partnership Readiness To Develop A Custom Action Plan

    In the future, only companies that understand and anticipate their customers' needs and can consistently deliver unique, tailored customer experiences will be able to attract and retain loyal...

    • Downloads: 752
  • For Marketing Leadership Professionals

    Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific, 2012

    Asia Pacific Technographics®

    For the past seven years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. As in recent years, this dedicated report helps companies understand the online and...

    • Downloads: 78
  • For Marketing Leadership Professionals

    Report:Gamification: "Level Up" Your Strategic Approach

    Over the past year, marketers have made the shift from learning about the meaning of gamification to incorporating it into their strategies. But so far, the results have been mixed, as the...

    • Downloads: 474
  • For CIO Professionals

    Report:Pioneer Vendors: Personal Cloud

    Unified Interfaces For Personal Cloud Services

    Individuals rely on personal cloud services like Dropbox and Evernote to manage an expanding array of digital content online. As such services proliferate, their users will seek ways to better unify...

    • Downloads: 203
  • For CMO Professionals

    Report:TV And Video Advertising Is On The Upswing In 2012

    Forrester partnered with the Association of National Advertisers (ANA) to better understand marketers' current attitudes toward TV and digital video advertising. Marketers have regained their...

    • Downloads: 846
  • For Marketing Leadership Professionals

    Report:Push Traditional Budgets Online In Emerging Markets

    Interactive Marketing Is The Best Way To Reach Attractive Consumers In The BRICs And Beyond

    Interactive marketing often takes a back seat in emerging markets, a victim of the low online penetration in these countries and of local marketing teams who lack experience with interactive tools....

    • Downloads: 282
  • For Marketing Leadership Professionals

    Report:Marketers: Don't Worry About Cord-Cutting

    Focus On The Audience Fragmentation Trend Rather Than Industry Turmoil

    With the rise of over-the-top video services, there has been much speculation that consumers will cancel their cable or satellite subscriptions — or "cut the cord" — to watch all their...

    • Downloads: 223
  • For CIO Professionals

    Report:Information And Communications Technology Industry Opportunities In Professional Services

    Vendors Should Target This Large And Growing Industry

    The professional services industry presents both opportunities and challenges for tech vendors. The opportunities? Professional services is one of the largest industries in terms of tech purchases,...

    • Downloads: 579
  • 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: 1738
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 261
  • For CMO Professionals

    Report:The Fight To Control The TV Becomes A Platform War

    The fight to control the TV is a battle for the more than 114 million TV households that, until now, have been under the quiet control of cable and satellite providers and the broadcast and cable...

    • Downloads: 1012
  • For Sales Enablement Professionals

    Report:European Tech Buyers Continue To Consume Digital Content Socially

    The 2012 B2B Social Technographics® Of European Buyers

    Technology buying is a highly considered, collaborative process, and one ideally suited for social interactions. To see how emerging digital media affects the process, Forrester surveys technology...

    • Downloads: 178
  • For CIO Professionals

    Report:Year-End 2013 IT Budget Benchmarks

    How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

    CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

    • Downloads: 1138