Forrester

For Application Development & Delivery Professionals

Report:Quantify The Business Value Of CRM

Business Case: The CRM Playbook

Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

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For Application Development & Delivery Professionals

Report:Transform Customer Processes And Systems To Improve Experiences

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...

• Downloads: 845
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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
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For Application Development & Delivery Professionals

Report:Navigate The Future Of CRM In 2013

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...

• Downloads: 1975
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For CIO Professionals

Report:Oracle's Dilemma: Applications Unlimited Versus Oracle Fusion Applications

Oracle Customers Face A Choice: Stay With Apps They Have And Miss Out On Innovation Or Make The Painful Switch To Fusion

Oracle faces a strategic dilemma, and how it responds to this dilemma will present the CIOs at its clients with some tough choices. Oracle Fusion Applications — Oracle's new generation of...

• Downloads: 286
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For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

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...

• Downloads: 443
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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: 564

For Application Development & Delivery Professionals

Report:Capitalize On SaaS CRM Solutions With Better Governance

Processes: The CRM Playbook

This report prescribes solution governance best practices for application development and delivery (AD&D) professionals who implement "cloud" customer relationship management (CRM) solutions. While...

• Downloads: 283
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For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

The 18 Providers 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: 1076

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: 1342
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For Application Development & Delivery Professionals

Report:Assess CRM Capabilities To Pinpoint Opportunities

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...

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For Application Development & Delivery Professionals

Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

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...

• Downloads: 174

For Application Development & Delivery Professionals

Report:Define The Right CRM Metrics

Performance Management: The CRM Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management...

• Downloads: 1266
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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: 1009
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For Application Development & Delivery Professionals

Report:Case Study: Sybron Dental Tackles Sales Productivity Improvement With Mobile CRM

How do you leverage a treasure trove of end customer data when it suddenly comes available? Sybron Dental, a dental supplies company, faced this scenario when it struck a deal with its distributors...

• Downloads: 192

For Application Development & Delivery Professionals

Report:Case Study: USA Fact Uses Mobile To Boost CRM Adoption And Productivity

What do you do when the economy tanks, sales shrivel, and profitability shrinks? This was exactly the challenge facing the management and sales team at USA Fact, a pre-employment screening company....

• Downloads: 250

For Application Development & Delivery Professionals

Report:Solutions Converge To Support Multichannel Customer Interactions

The Emergence Of Customer Experience Management Solutions

Business process pros can play a pivotal role in helping their organizations define a multichannel customer experience strategy, align processes, and select the right technologies to deliver results....

• Downloads: 920

For Application Development & Delivery Professionals

Report:Case Study: Santander Consumer USA Wins With A Smart Mobile CRM Implementation Strategy

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...

• Downloads: 306

For Application Development & Delivery Professionals

Report:Best Practices: The Right Way To Implement Mobile CRM

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...

• Downloads: 1187
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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

Report:Customer Relationship Management Application Adoption Trends

CRM application adoption data cuts taken from Forrsights Software Survey, Q4 2010.

• Downloads: 28

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: 959

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 882

For Application Development & Delivery Professionals

Report:Align Process With Strategy To Deliver Differentiated Customer Experiences

What Is The Right Customer Experience Strategy?

Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve the customer experience at the...

• Downloads: 341

For Application Development & Delivery Professionals

Report:CRM Solutions For The Retail And Wholesale Trade

Solutions To Support Key Customer-Facing Business Processes

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses in supporting 10 key cross-functional processes in the retail and wholesale trade: 1) trade promotion; 2)...

• Downloads: 1137