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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.
Smart process applications are a new and emerging category of applications designed to help CIOs and their firms improve the effectiveness of their human-centric business activities. But finding...

In Forrester's 49-criteria evaluation of social relationship platform (SRP) vendors, we identified the eight most significant vendors — Adobe, Hearsay Social, salesforce.com's Buddy Media,...
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 ...

Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

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-servi...