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.

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13 results in Social

William Martorelli

For Sourcing & Vendor Management Professionals
Blog:CGI’s Logica Buy Should Benefit Both Suppliers And Customers Of Both
William MartorelliMay 31, 2012
CGI’s plan to acquire Logica for approximately $2.6 billion, amounting to the combination of two distinctly regional entities into a single “global” provider, offers further proof...
For Sourcing & Vendor Management Professionals
Blog:KPMG-Equaterra highlights Outsourcing Advisor Consolidation
William MartorelliMarch 22, 2011
KPMG’s recent acquisition of Equaterra signals some new dynamics in the market for outsourcing advisory services. The acquisition creates an intriguing combination of capabilities encompassing...
For Sourcing & Vendor Management Professionals
Client Inquiry:What Are Some Best Practices To Reaching Success In Infrastructure Outsourcing?
William MartorelliAugust 04, 2011
What is the key to success in infrastructure outsourcing? Which specific infrastructure towers were successful and unsuccessful, and what were the cost breakdowns or savings per tower? Which vendors...
For Sourcing & Vendor Management Professionals
Client Inquiry:What Is The Typical Contract Length For A Diverse Outsourced Services Portfolio?
William MartorelliNovember 04, 2011
What is the typical length of a contract for outsourced distributed support services, including help desk, order desk, technical support, asset management, and project management functions?
For Sourcing & Vendor Management Professionals
Blog:Outsourcing T's And C's: Will Cloud Suppliers Act More Like Outsourcing Suppliers Or Vice Versa?
William MartorelliJuly 09, 2012
Corporate customers of cloud services are not having much fun when negotiating with emerging cloud suppliers. Forrester clients seeking support for their longstanding contractual preferences ranging...
For Sourcing & Vendor Management Professionals
Client Inquiry:Supplier Management For Applications Outsourcing Engagements
William MartorelliSeptember 07, 2011
Our company is exploring a portfolio segmentation approach to multisourcing to our global delivery providers. This approach would likely entail awarding large bundles of work over a multiyear period...
For Sourcing & Vendor Management Professionals
Client Inquiry:Is It Better To Use Separate Cloud Suppliers Or A Single Cloud Partner?
William MartorelliSeptember 28, 2011
We are implementing some new strategic applications and would like to determine whether we should place them in the cloud. Is it better to use separate suppliers or use a single cloud partner that...
For Sourcing & Vendor Management Professionals
Blog:Will The Bring-Your-Own-Device Phenomenon Help Propel Desktop Virtualization?
William MartorelliOctober 07, 2011
I recently appeared on CIO Talk Radio to discuss the growing challenge brought by increased diversity of computing devices in the workplace and the bring-your-own-device (BYOD) trend. There is no...
For Sourcing & Vendor Management Professionals
Blog:Cloud Strategies On The Brain
William MartorelliApril 04, 2011
Recently, it seems that IT professionals cannot turn around without seeing another industry announcement involving the word "cloud." I am guilty too -- in fact, the SVM team at Forrester has...
For Sourcing & Vendor Management Professionals
Client Inquiry:Outcome-Based Apps Outsourcing Demands Formalized Governance And Demand Management Structures
William MartorelliSeptember 14, 2011
What are some of the current trends in outcome-based offshore outsourcing arrangements, and what structure do you maintain in your internal organization once you've outsourced?
For Sourcing & Vendor Management Professionals
Blog:Should You Be Using Service Level Management Tools?
William MartorelliApril 02, 2012
A couple of years ago, my then-colleague Patrick Connaughton wrote a market overview about service-level management tools, which included a discussion of specific toolsets intended to help customers...
For Sourcing & Vendor Management Professionals
Client Inquiry:Using Operating-Level Agreements
William MartorelliSeptember 28, 2011
How do customers establish service-level expectations internally and what are the challenges when external providers are brought into the mix?
For Sourcing & Vendor Management Professionals
Blog:Match Cloud Expectations With Customer Realities In The New Year
William MartorelliDecember 31, 2011
Few would dispute that cloud computing has a huge potential for making IT service expenditures more cost-effective and flexible. But as is often the case, what is now possible is not necessarily...

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Customer Relationship Management (CRM)

Refine your results

Date Range

Content Types

Topics

For Sourcing & Vendor Management Professionals

Blog:CGI’s Logica Buy Should Benefit Both Suppliers And Customers Of Both

For Sourcing & Vendor Management Professionals

Blog:KPMG-Equaterra highlights Outsourcing Advisor Consolidation

For Sourcing & Vendor Management Professionals

Client Inquiry:What Are Some Best Practices To Reaching Success In Infrastructure Outsourcing?

For Sourcing & Vendor Management Professionals

Client Inquiry:What Is The Typical Contract Length For A Diverse Outsourced Services Portfolio?

For Sourcing & Vendor Management Professionals

Blog:Outsourcing T's And C's: Will Cloud Suppliers Act More Like Outsourcing Suppliers Or Vice Versa?

For Sourcing & Vendor Management Professionals

Client Inquiry:Supplier Management For Applications Outsourcing Engagements

For Sourcing & Vendor Management Professionals

Client Inquiry:Is It Better To Use Separate Cloud Suppliers Or A Single Cloud Partner?

For Sourcing & Vendor Management Professionals

Blog:Will The Bring-Your-Own-Device Phenomenon Help Propel Desktop Virtualization?

For Sourcing & Vendor Management Professionals

Blog:Cloud Strategies On The Brain

For Sourcing & Vendor Management Professionals

Client Inquiry:Outcome-Based Apps Outsourcing Demands Formalized Governance And Demand Management Structures

For Sourcing & Vendor Management Professionals

Blog:Should You Be Using Service Level Management Tools?

For Sourcing & Vendor Management Professionals

Client Inquiry:Using Operating-Level Agreements

For Sourcing & Vendor Management Professionals

Blog:Match Cloud Expectations With Customer Realities In The New Year

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