Customer Relationship Management

Customer relationship management helps companies get new customers, keep existing customers, and increase customer value. Forrester's CRM research provides advice on how to plan, justify, evaluate, implement, and improve areas like sales force automation and sales effectiveness, customer service and support, customer self-service and assisted service, and multichannel management. Key research areas include customer information strategies, hosted CRM, emerging eService suites, and processes and technologies to transform call centers from service centers to revenue centers.