Forrester

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...

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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: 447
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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: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: 921

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: 961

Report:Trends 2011: Customer Relationship Management

Twelve Trends Drive Planning For Customer-Centric Process Transformation

The fundamental business needs that drive the requirement for effective and efficient customer management practices remain unchanged for 2011: acquiring new customers; building tighter bonds of...

• Downloads: 2680

For Application Development & Delivery Professionals

Report:Topic Overview: Social CRM Goes Mainstream

Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to...

• Downloads: 5540

For Application Development & Delivery Professionals

Report:To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the...

• Downloads: 905

For Application Development & Delivery Professionals

Report:TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

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: 1435

For Application Development & Delivery Professionals

Report:eCommerce Best Practices Adoption

We surveyed 73 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to five eCommerce best practices capabilities. We found that adopting...

• Downloads: 1412