Forrester Research : Topic

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.

Social (3)

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Analyst

Stephen Mann (2)

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3 results in Social

Client Inquiries
Customer Relationship Management (CRM)
Past 18 months

For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?
Diane ClarksonMarch 15, 2012
What is a typical chat contact center average handle time, queue abandonment rate, missed chat (no available agents) rate, etc.?
For Infrastructure & Operations Professionals
Client Inquiry:Service Desk Call Tracking Systems
Stephen MannFebruary 28, 2012
Q
For Infrastructure & Operations Professionals
Client Inquiry:Service Desk Customer Satisfaction
Stephen MannFebruary 13, 2012
Q

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Customer Relationship Management (CRM)

Refine your results

Role

Analyst

Topics

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?

For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Call Tracking Systems

For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Customer Satisfaction

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