About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
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...
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...

Assessment: The Contact Centers For Customer Service Playbook
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

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...
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...

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...

Vision: The Customer Data Management Playbook
Customer data is the lifeblood of the contemporary enterprise. It's used in virtually every function of the business, including product research, design, and development; advertising and marketing...

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...
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...

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,...
Experiences Of Big Data First Movers
Forrester interviewed three organizations that have deployed Hadoop to support customer-facing processes, the back office, and even their research and development operations. Although these early...
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...
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...
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...
