Forrester

For Application Development & Delivery Professionals

Blog:CRM Meets BPM To Deliver Better Customer Experiences

In the midst of all the buzz in the CRM space about “social” and “mobile” CRM spotlighted in my recent reports, I am observing another important trend. There is a convergence...

For Business Process Professionals

Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?

Forrester covers the concept of customer relationship management (CRM) 2.0/social CRM and extended CRM application ecosystem in various research reports. However, these reports don't seem to be...

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

Blog:Eight Ways You Can Increase User Adoption Of CRM Solutions

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...

For Application Development & Delivery Professionals

Blog:Add Voice Of The Customer And Social Metrics To Track CRM Success

What are the right metrics to track the success of a CRM initiative? I just updated my report on this topic for 2011. The report illustrates over 70 different metrics and describes how to link...

For Application Development & Delivery Professionals

Tool:CRM Solution Implementation Resources Used

For Application Development & Delivery Professionals

Report:Oracle Customers Are Hesitant To Embrace Fusion Applications

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...

• Downloads: 195
• 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: 1335
• Rating:

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

For Application Development & Delivery Professionals

Tool:Forrester Wave™: CRM Suites For Midsized Organizations, Q2 '10

For Application Development & Delivery Professionals

Tool:Mobile CRM Best Practices

For Application Development & Delivery Professionals

Report:CRM And eCommerce Converge In A World Of Multiple Touchpoints

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...

• Downloads: 958

For Application Development & Delivery Professionals

Blog:Corporate Culture Clash Looms With Oracle’s Acquisition Of RightNow

The acquisition of RightNow by Oracle makes sense for both companies’ CRM solutions strategies. Oracle wants to beef up its overall “cloud” portfolio. This is a strength of...

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

Report:CRM Solutions For The Utilities And Telecommunications Industries

Solutions To Support Key Customer-Facing Business Processes

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support eight key cross-functional processes in the utilities and telecommunications industries: 1) customer...

• Downloads: 1197

For Application Development & Delivery Professionals

Tool:Technology Infrastructure Capabilities Best Practices Self-Assessment

For Application Development & Delivery Professionals

Tool:Initial Application License Cost For CRM Solutions

For Application Development & Delivery Professionals

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

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...

• Downloads: 2301

For Application Development & Delivery Professionals

Tool:The Number Of Users Supported By CRM Solutions

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

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: 556

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: 1006
• Rating:

For Application Development & Delivery Professionals

Tool:The Length Of Time Needed To Deploy A CRM Solution

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: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...