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Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
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)...
Landscape: The CRM Playbook
Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

The Business Impact Of Customer Experience
Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...
Charts & Figures results for

Welcome To The Era Of Agile Commerce
Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices as...
A Roundtable Discussion With Forrester Analysts
Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...
What happens when your sales reps blindly make decisions without having the right customer contact information and transaction data at their fingertips to guide them? Santander Consumer USA, a...