Forrester

For Application Development & Delivery Professionals

Blog:More Use-Cases Emerge Spotlighting The Value Of Social CRM

Ironically, while the CRM pundit hysteria about “social CRM” seems to be abating a little bit, many concrete use-cases are emerging that demonstrate the business value of the social web...

For Application Development & Delivery Professionals

Blog:Thrive In The Age Of The Customer: Forrester's Playbook for CRM

  We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. To...

For Application Development & Delivery Professionals

Blog:Don’t Make These Mistakes With Cloud CRM Solutions

  I spent the past few months talking with enterprise users of cloud CRM solutions. Most are happy, but others say they still face obstacles in getting the value promised from...

For Application Development & Delivery Professionals

Client Inquiry:Can You Provide A Definition Of CRM?

Can you provide a short but exhaustive definition of the term CRM?

For Application Development & Delivery Professionals

Blog:Navigating The Mobile CRM Landscape

I continue to field a steady stream of inquiries about “mobile CRM.” There has been an explosion of mobile devices and applications entering enterprises through corporate-approved...

For Application Development & Delivery Professionals

Report:CRM Solutions For The High-Tech Manufacturing Industry

Solutions To Support Key Customer-Facing Business Processes

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support five key high-tech manufacturing sector cross-functional processes: 1) quoting, agreement...

• Downloads: 608

For Application Development & Delivery Professionals

Blog:Carpe Diem With The CRM Playbook: Growing Customers And Revenues Are Top Priorities For 2013

As more signs point to strengthening economic activity in the US and selected regions of other parts of the world, corporate austerity is fading and growth is back in the spotlight.  Acquiring...

For Business Process Professionals

Client Inquiry:What Best Practices Do You Have Around Centralized CRM Administration?

Our organization uses Oracle CRM On Demand. We currently divide the CRM administrator function between two organizations: one in the front office and one in operations. Do you have suggestions or...

For Application Development & Delivery Professionals

Blog:50 Best Practices For Implementing Mobile CRM

“Mobile CRM” is a hot topic with my clients. The emergence of ubiquitous high-speed broadband connectivity, smartphones, and tablet devices with enormous computing power and longer...

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

The 18 Providers That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1070

For Application Development & Delivery Professionals

Report:CRM Solutions For The Finance And Insurance Industries

Solutions To Support Key Customer-Facing Business Processes

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries: 1) claims management; 2)...

• Downloads: 1434

For Application Development & Delivery Professionals

Report:Choose The Right CRM Solutions For Your Organization

Tools And Technology: The CRM Playbook

Traversing the customer relationship management (CRM) technology landscape is challenging — particularly due to the rise of social computing, the increasing adoption of software-as-a-service...

• Downloads: 558

For Application Development & Delivery Professionals

Report:Benchmarks For CRM Selection And Deployment

Size Up Your CRM Initiative Compared Against 99 Projects

How does your customer relationship management (CRM) project compare with those at other organizations? Forrester surveyed 99 organizations that are using one of 19 leading CRM suite solutions to...

• Downloads: 1031

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010

A Crowded Market Means Lots of Choices For Buyers

Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle...

• Downloads: 3159

For Application Development & Delivery Professionals

Blog:Facing The Challenges Of Digital Disruption

This post originally appeared on destinationCRM.  The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with...

For Application Development & Delivery Professionals

Blog:The Inside Story: How The Top 18 CRM Solutions Stack Up In 2012

  The most frequent question I get every day is: “What is the best CRM technology solution for my company?” I recently teamed with four other Forrester analysts (Kate Leggett, Boris...

For Application Development & Delivery Professionals

Report:The Smart Way To Implement Process-Centric CRM

Deliver Breakthrough Customer Experiences By Transforming Business Processes

Organizations aspire to implement outside-in, customer-focused, cross-functional processes that transform the organization and set it on the path toward continuous improvement. They are moving from...

• Downloads: 1007
• Rating:

For Application Development & Delivery Professionals

Blog:Adopt Mobile CRM Best Practices Now

One trend in the CRM industry that is hot, hot, hot is mobile CRM. Mobile CRM solutions — the ability to use handheld devices to manage sales, sales contacts, and customer service...

For Application Development & Delivery Professionals

Report:Capitalize On SaaS CRM Solutions With Better Governance

Processes: The CRM Playbook

This report prescribes solution governance best practices for application development and delivery (AD&D) professionals who implement "cloud" customer relationship management (CRM) solutions. While...

• Downloads: 279
• Rating:

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q3 2012

The 17 Solutions That Matter Most And How They Stack Up

During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

• Downloads: 1336
• Rating:

For Application Development & Delivery Professionals

Blog:Marketers: Have You Defined Your Technology Roadmap?

In a recent report, my colleague Robert Brosnan correctly spotlights that marketers require ever more technology to capture, integrate, analyze, and apply customer data to marketing programs. Indeed,...

For Application Development & Delivery Professionals

Blog:Your Guide To Forrester’s CRM Transformation Research

Many Forrester clients are downloading my new report “Trends 2011: Customer Relationship Management -- Twelve Trends Drive Planning For Customer-Centric Process Transformation.”The report...

For Application Development & Delivery Professionals

Tool:Customer Data Management Capabilities Best Practices Self-Assessment

For Application Development & Delivery Professionals

Report:Quantify The Business Value Of CRM

Business Case: The CRM Playbook

Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

• Downloads: 123
• Rating:

For Application Development & Delivery Professionals

Report:Align Process With Strategy To Deliver Differentiated Customer Experiences

What Is The Right Customer Experience Strategy?

Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve the customer experience at the...

• Downloads: 341