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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7 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • Past 6 months

  • For Marketing Leadership Professionals

    Report:Profiling Brand-Loyal And Price-Conscious US Consumers

    A Technographics® Data Essentials Document

    Reineke ReitsmaApril 17, 2013

    Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

    • Downloads: 37

  • For Marketing Leadership Professionals

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

    North American Consumer Technographics®

    Gina SverdlovDecember 19, 2012

    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: 318
    • Comments: 3

  • For Marketing Leadership Professionals

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

    European Consumer Technographics®

    Gina SverdlovApril 08, 2013

    This report is a graphical analysis of Forrester's European Technographics Online Benchmark Survey, Q3 2012. It provides an overview of European consumers' Internet and consumer technology behaviors....

    • Downloads: 43

  • For Marketing Leadership Professionals

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

    Asia Pacific Technographics®

    Reineke ReitsmaMarch 13, 2013

    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: 33

  • For CIO Professionals

    Report:The Forrester Wave™: Video Platforms For The Enterprise, Q1 2013

    Kaltura, Qumu, And Polycom Lead The Video Publishing Platform Pack

    Philipp KarcherMarch 08, 2013

    Enterprises looking to deliver video communications to employees continue to use solutions for webcasting and YouTube-like video portals. In Forrester's 23-criteria evaluation of enterprise video...

    • Downloads: 275
    • Rating:

  • For Marketing Leadership Professionals

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

    Asia Pacific Consumer Technographics®

    Samantha Yanling JaddouMay 02, 2013

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, metropolitan Chinese consumers are enthusiastic mobile owners and social...

    • Downloads: 21

  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    Benchmarks: The Customer Experience Management Playbook

    Megan BurnsJanuary 15, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 1311
    • Comments: 7
    • Rating:
 
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