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During the last five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil. Quickly evolving technologies like multichannel digital...
As a consequence of the ever-rising popularity of CRM solutions deployed through the software-as-service model (SaaS), I get a lot of inquiries about pricing and contracting with vendors like...
Assessment: The CRM Playbook
This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...


One of the most common questions I get is: How to we assure (or, improve) the adoption of a CRM solution in our organization? In the past, the clumsy user interfaces (UI) of CRM solutions have...
As 2010 draws to a close, what are the key trends that customer management process professionals need to pay attention to as you finalize plans for next year? Here are the top trends that I am...
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,...
I’ve just finished up several months of research digging into the best practices of how leading organizations aspire to implement outside-in, customer-focused, cross-functional processes that...
Many Forrester clients are downloading my new report “Trends 2011: Customer Relationship Management -- Twelve Trends Drive Planning For Customer-Centric Process Transformation.”The report...
The Emergence Of Customer Experience Management Solutions
Business process pros can play a pivotal role in helping their organizations define a multichannel customer experience strategy, align processes, and select the right technologies to deliver results....
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...
Josh Bernoff, one of Forrester’s leading analysts, spotlights in a new report that we have now entered the age of the customer. Empowered customers are disrupting every industry;...
The only source of competitive advantage is the one that can survive technology-fueled disruption — an obsession with understanding, connecting with, serving, and delighting customers. But as...
Slow Adoption Of Newer Product Means Changes Likely In Oracle's Strategy
This report, originally written for CIOs, includes content relevant to application development and delivery (AD&D) professionals. With Oracle's strong footprint in the enterprise business apps...

Using Social Computing To Collaborate With Customers In New Ways
The social web phenomenon — which Forrester calls Social Computing — forces business process professionals to expand their thinking about how their companies can and should engage with...
Vision: The CRM Playbook
The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

Twelve Trends Drive Planning For Customer-Centric Process Transformation
The fundamental business needs that drive the requirement for effective and efficient customer management practices remain unchanged for 2011: acquiring new customers; building tighter bonds of...
Many Choices With Robust Functionality And Sensible Price Points
Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader...
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...