Forrester

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...

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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

For Application Development & Delivery Professionals

Report:Navigate The Future Of CRM In 2013

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...

• Downloads: 1971
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For Application Development & Delivery Professionals

Tool:Customer Management Trends Impact Analysis Framework

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

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...

• Downloads: 880

Report:Trends 2011: Customer Relationship Management

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...

• Downloads: 2676

For Application Development & Delivery Professionals

Report:Empower Customers By Transforming Business Processes

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...

• Downloads: 916