About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.
I’ve just finished up several months of research digging into the best practices of how leading organizations aspire to implement outside-in, customer-focused, cross-functional processes that...
Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of...
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...
Better customer experience drives improvement for three types of customer loyalty: willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend...
Adopt Mobile Solutions To Empower Employees And Drive Productivity
Business process pros that support customer-facing employees agree: The primary value of mobile customer relationship management (CRM) is the ability to access and update business-critical...

My clients ask for help quantifying the financial impacts of implementing a CRM technology solution. CRM initiatives must not only be technically sound but must answer the question “What will...
Executive Overview: The CRM Playbook
This report is the executive overview of Forrester's solution for application development and delivery (AD&D) professionals looking to implement customer relationship management (CRM) strategies and...

Assessment: The CRM Playbook
This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

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...
What happens when your sales reps blindly make decisions without having the right customer contact information and transaction data at their fingertips to guide them? Santander Consumer USA, a...
Using Social Computing To Collaborate With Customers In New Ways
The social web phenomenon — which Forrester calls Social Computing — forces business process professionals to expand their thinking about how their companies can and should engage with...
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...
As 2010 draws to a close, what are the key trends that customer management process professionals need to pay attention to as you finalize plans for next year? Here are the top trends that I am...
In a recent report, my colleague Robert Brosnan correctly spotlights that marketers require ever more technology to capture, integrate, analyze, and apply customer data to marketing programs. Indeed,...
A few weeks ago, I shared results from Forrester’s Forrsights Software Survey Q4 2012, spotlighting the fact that strengthening customer relationships and driving revenue growth are the top...
Can you provide a short but exhaustive definition of the term CRM?