About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
Other Industries Have Moved Beyond Product Marketing And Lead Generation
Compared with other industries, B2B technology industry companies treat marketing as an opportunity to sell new products and services to new customers. For these vendors, the product is the axis...
Boost ROI In Multichannel Sales, Marketing, And Customer Service
Many customer relationship management (CRM) and business process professionals have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance...

Agile Methods Improve Customer Intelligence
Customer Intelligence (CI) is a subset of business intelligence (BI); CI and BI professionals share similar struggles, particularly when it comes to implementing applications that produce valuable,...
But The Process Perspective Is A Work in Progress
Customer experience optimization is key to business success in all industries. Business process pros must balance process skills, execution best practices, and a growing set of tools for behavioral...
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

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...

C&C Pros Must Define The Role Of Content In The CXM Ecosystem
A new type of solution is emerging from a variety of content management, eCommerce, and marketing technology products. To manage cross-touchpoint customer experiences, vendors like Autonomy, Adobe,...
Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...
Case Studies In CRM Next Best Action
Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

Trends 2010: Listening Platforms
Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how...

Landscape: The Digital Experience Delivery Playbook
AD&D pros have had an uphill journey to support digitally enabled customer experiences as they navigate the coordination of existing investments and management of a complicated technology ecosystem....
What Social CRM Means To Customer Intelligence
Social-sourced customer intelligence is a never-ending gusher. It's also a potential choke point in your social CRM strategy. Considering the scalability requirements, business process professionals...
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...