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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14 results in Reports

  • Merchandising
  • For eBusiness & Channel Strategy Professionals

    Report:German Online Retail Overview, 2011

    Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers

    The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

    • Downloads: 724
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

    • Downloads: 333
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2013: US Online Apparel Retailers

    The US online apparel retail market is highly competitive. To see whether top US online apparel retailers offer a best-in-class online retail experience, Forrester analyzed Abercrombie & Fitch,...

    • Downloads: 394
  • For Application Development & Delivery Professionals

    Report:Retool Your Retail Applications To Thrive On Digital Disruption

    Use Advanced Merchandising And Planning To Steer A New Course

    Application development and delivery (AD&D) professionals in retail must contend with established categories of packaged apps for store operations, eCommerce, supply chain, and loyalty. But most...

    • Downloads: 372
  • 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: 182
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

    • Downloads: 585
  • For eBusiness & Channel Strategy Professionals

    Report:Optimizing The Affiliate Channel For Deal-Driven Customers

    Traffic Has Increased And The Channel's Matured, But Proving Incrementality Remains A Challenge

    Customers are flocking to affiliate deal sites that offer promotional coupons and offer codes. The slowdown in the economy, advances in technology, and a more favorable consumer mindset toward...

    • Downloads: 470
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

    • Downloads: 214
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just prioritize...

    • Downloads: 294
  • For eBusiness & Channel Strategy Professionals

    Report:Why Amazon Matters Now More Than Ever

    As Amazon.com has grown aggressively in recent years, expanded into diverse businesses, and achieved profitability, its impact on the eBusiness and retail sectors is now top of mind. For many...

    • Downloads: 2058
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

    Benchmarks: The Retail eCommerce Playbook

    This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

    • Downloads: 2120
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2013: Marketing And Merchandising

    Forrester partnered with Shop.org for its annual report of eCommerce benchmarks, gathered from a survey of retailers that sell online. We published the first 2013 report earlier this year, covering...

    • Downloads: 969
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 463
  • For eBusiness & Channel Strategy Professionals

    Report:Top Three Ways Manufacturers Can Drive Higher Conversion Rates Through The Online Retail Channel

    A Joint Study With Channel Intelligence Examines Best Practices Regarding Online Conversion

    To better understand how manufacturers can increase the ultimate conversion rate on leads they send to online retailer websites, Forrester teamed up with Channel Intelligence to analyze the patterns...

    • Downloads: 573