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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12 results in Reports

  • Srividya Sridharan
  • Past 12 months
  • For Customer Insights Professionals

    Report:Four Levels Of Effective Analytics Planning

    Strategic Plan: The Customer Analytics Playbook

    In order to systematically build customer analytics capabilities, customer insights professionals must develop a strategic plan that outlines where to focus efforts across six key dimensions:...

    • Downloads: 551
  • For Customer Insights Professionals

    Report:Five Emerging Methods Advance Customer Analytics

    Continuous Improvement: The Customer Analytics Playbook

    The customer analytics environment is morphing from traditional practices that rely on internally sourced, static customer data to applying a predictive lens to externally sourced, dynamic streams of...

    • Downloads: 658
  • For Customer Insights Professionals

    Report:Deciphering A Fragmented Customer Analytics Ecosystem

    Tools And Technology: The Customer Analytics Playbook

    With the increased focus on data-driven marketing, few firms have the budgets, technology capabilities, or analytical skills to advance their analytics agendas internally, and they frequently turn to...

    • Downloads: 2915
  • For Customer Insights Professionals

    Report:TIAA-CREF Embarks On Analytics Governance

    Performance Management: The Customer Analytics Playbook

    The digital analytics team at financial services organization TIAA-CREF wanted to deliver strategic, forward-thinking insights to internal decision-makers. To enhance its influence on the business,...

    • Downloads: 68
  • For Customer Insights Professionals

    Report:How Analytics Drives Customer Life-Cycle Management

    Vision: The Customer Analytics Playbook

    With the growing importance of customer insights (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

    • Downloads: 2507
  • For Customer Insights Professionals

    Report:Turn Data Into Intelligence With Customer Analytics

    Executive Overview: The Customer Analytics Playbook

    Big data signals a step change in the availability of customer data and is providing firms with their biggest opportunity yet to understand their customers. The sheer scale and diversity of customer...

    • Downloads: 1101
  • For Application Development & Delivery Professionals

    Report:Build An Agile Customer Data Support Organization

    In a customer-centric world, designing, architecting, building, and deploying processes and applications based solely on business requirements no longer works. Leading organizations need to take an...

    • Downloads: 281
  • For Customer Insights Professionals

    Report:Seven Advanced Analytics Must-Knows

    Use Advanced Analytics To Power Customer Engagement

    Don't make the mistake of thinking that "advanced analytics" is just "better analytics." It is a fundamentally different data-driven approach firms use to find new knowledge and insights about...

    • Downloads: 489
  • For Customer Insights Professionals

    Report:TechRadar™: Customer Analytics Methods, Q1 2014

    Road Map: The Customer Analytics Playbook

    Forrester has identified 15 key customer analytics methods that customer insights professionals must master. Customer insights professionals are faced with tough decisions about which combination of...

    • Downloads: 667
  • For Application Development & Delivery Professionals

    Report:Instant Insight: The Truth About Advanced Analytics

    "Advanced Analytics" Is Not Just "Better Analytics"

    This report answers common questions that business technology professionals ask about the what, why, and how of advanced analytics. Don't make the mistake of thinking that "advanced analytics" is...

    • Downloads: 244
  • For Customer Insights Professionals

    Report:It's Time To Raise The Bar With Analytics

    Assessment: The Customer Analytics Playbook

    Customer analytics allows marketers to get smarter about customer behavior using advanced analytical and statistical methods. Although the science and math behind the analytics are key to success,...

    • Downloads: 626
  • For Customer Insights Professionals

    Report:How To Innovate With Customer Analytics

    Processes: The Customer Analytics Playbook

    Analytics innovation is neither fast nor easy. That's why some companies are buying their way to innovation to quickly ramp their analytics chops — an option not realistic for most marketers....

    • Downloads: 309