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189 results in Reports

  • CRM Applications
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 125
  • For CIO Professionals

    Report:Wanted: Disruptive CIOs To Drive Digital Business

    Case Study: New England Biolabs

    Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

    • Downloads: 215
  • For Application Development & Delivery Professionals

    Report:Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

    • Downloads: 190
  • For Application Development & Delivery Professionals

    Report:Brief: Systems Of Engagement Take Center Stage

    The Three Complementary Classes Of Modern Software

    Software is THE crucial element of business success in the age of the customer. It captures the essence of companies' value and brand promise and provides the means of engagement for customers. For...

    • Downloads: 194
  • For Application Development & Delivery Professionals

    Report:Extend CRM Operations With Lead Generation And Management

    The Forrester Wave: Lead-To-Revenue Management Platform Vendors, Q1 2014

    This report, originally written for customer insights professionals, includes content relevant to professionals using or supporting customer relationship management (CRM) applications, especially...

    • Downloads: 196
  • For Application Development & Delivery Professionals

    Report:CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how...

    • Downloads: 273
  • For Application Development & Delivery Professionals

    Report:Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

    • Downloads: 234
  • For Application Development & Delivery Professionals

    Report:Quick Take: With Salesforce1, Finally, An Integrated Cloud Platform

    New Mobile App Is The Tip Of The Iceberg For New Platform Release

    Salesforce1 was the big development revealed at salesforce.com's huge Dreamforce 2013 conference. But many left the conference wondering the same thing: What exactly is Salesforce1? A new mobile app?...

    • Downloads: 231
  • For Application Development & Delivery Professionals

    Report:Forrester's CRM Risk Evaluation Self-Assessment Tool

    Use Forrester's CRM Risk Assessment Framework to anticipate and remediate problems and risks that can trip up CRM initiatives.

    • Downloads: 51
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013

    Comparing The Top 10 Salesforce.com Implementation Services Options Worldwide

    In Forrester's 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture,...

    • Downloads: 751
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty Solutions For Delivering Differentiated Experiences

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

    • Downloads: 628
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2013

    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: 2777
  • 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...

    • Downloads: 2557
  • 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: 199
  • For Sales Enablement Professionals

    Report:European Tech Marketing Continues To Be Different

    This is a deep-dive data update to last year's report, "European Tech Marketing Is Different: Here's How," based on Forrester's Q4 2011 B2B Marketing Organizations And Investments Survey. Most of the...

    • Downloads: 55
  • For Infrastructure & Operations Professionals

    Report:Develop Your Road Map For Service Management And Automation Processes

    Road Map: The Service Management And Automation Playbook

    This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

    • Downloads: 1863
  • For Application Development & Delivery Professionals

    Report:Emerging Trends: Social Collaboration Is Poised To Accelerate ERP Business Processes

    It's Early Days For Adoption, But Use Cases Are Starting To Take Shape

    Application development and delivery professionals will benefit from new technologies that will both help them engage at a deeper level with their peers as well as enable them to access a wider set...

    • Downloads: 696
  • For Sourcing & Vendor Management Professionals

    Report:Determining When An Enterprise License Agreement (ELA) For Salesforce.com Makes Sense

    Salesforce.com introduced the enterprise license agreement (ELA) in late 2009, and many of its customers are now wondering if and when an ELA makes sense. Forrester recently interviewed key...

    • Downloads: 344
  • For Application Development & Delivery Professionals

    Report:Innovative Technologies Will Drive Enterprise Applications And ERP To A Bright New Future

    In the next five years, enterprise apps will be transformed by technologies that disrupt preconceived notions about ownership and support costs, process flexibility, insight, and speed of delivery....

    • Downloads: 1390
  • 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: 45
  • 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: 1098
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Salesforce.com Implementation, Q2 2011

    In A Rapidly Changing Market, Forrester Sees Increasing Vendor Differentiation

    To help clients with complex, enterprisewide salesforce.com initiatives, Forrester recently evaluated the offerings of 11 leading service providers. In this 46-criteria evaluation of salesforce.com...

    • Downloads: 1640
  • 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: 1278
  • For Application Development & Delivery Professionals

    Report:Boost Customer Lifetime Value Through Next Best Actions In Multichannel CRM

    Modern business is all about honing your predictive powers to anticipate the best move at every stage of every business process — both customer-facing and back-office. Leading-edge...

    • Downloads: 1283
  • For Application Development & Delivery Professionals

    Report:CRM Solutions For The Finance And Insurance Industries

    Solutions To Support Key Customer-Facing Business Processes

    Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries: 1) claims management; 2)...

    • Downloads: 1572