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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.
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...
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...

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...

A Crowded Market Means Lots of Choices For Buyers
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...

The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with understanding, delighting, connecting with, and serving customers....
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...
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....
Can you provide a short but exhaustive definition of the term CRM?
As a consequence of the ever-rising popularity of CRM solutions deployed through the software-as-service model (SaaS), I get a lot of inquiries about pricing and contracting with vendors like...
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...

In the midst of all the buzz in the CRM space about “social” and “mobile” CRM spotlighted in my recent reports, I am observing another important trend. There is a convergence...
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...
We are trying to decide which Microsoft Dynamics CRM 2011 product — On-Premise or On-Demand (Online) — is the best for us to look at right now. It seems that CRM 2011 On-Demand is really...
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...
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....
Many Forrester clients are downloading my new report “Trends 2011: Customer Relationship Management -- Twelve Trends Drive Planning For Customer-Centric Process Transformation.”The report...
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)...