Forrester

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:Topic Overview: Customer Relationship Management 2008

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

• Downloads: 4687

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Enterprise CRM Suites, Q3 2008

Buyers Face Difficult Choices In A Crowded Market

Forrester evaluated leading enterprise CRM suite solutions against 516 criteria and found that with the latest releases of their solutions, Oracle's Siebel and SAP maintain their status as Leaders...

• Downloads: 3209

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Large Organizations, Q2 2010

A Crowded Market Means Lots of Choices For Buyers

Forrester evaluated 18 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of large organizations. We found that heavyweight Leaders Oracle...

• Downloads: 3162

For Application Development & Delivery Professionals

Report:Trends 2010: Customer Relationship Management

Eleven Trends Shape CRM Technology Adoption Agendas

As the economy recovers, what are the key trends that will drive customer relationship management (CRM) strategies and technology adoption in 2010? Business and IT professionals who support...

• Downloads: 3468

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites Customer Service Solutions, Q3 2010

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...

• Downloads: 2955

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:Trends 2009: Customer Relationship Management

Strategy And Business Value Are The Watchwords For The Next 12 Months

In light of the sudden and dramatic economic downturn, what are the key trends that will drive customer relationship management (CRM) strategies and technology adoption in 2009? Our recent surveys...

• Downloads: 2276

For Application Development & Delivery Professionals

Report:The CRM 2.0 Imperative

Look To New Solutions To Keep Pace With The Emerging Social Customer

Customer relationship management (CRM) is evolving from its traditional focus on optimizing customer-facing transactional processes to include the strategies and technologies to develop collaborative...

• Downloads: 2130

For Application Development & Delivery Professionals

Report:The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010

Many Choices With Robust Functionality And Sensible Price Points

Forrester evaluated 19 leading customer relationship management (CRM) suite solutions against 516 criteria reflecting the requirements of midsized organizations. We found that vendors in the Leader...

• Downloads: 2302

For Application Development & Delivery Professionals

Report:Forrester's Best Practices Framework For CRM

Use Our CRM FastForward Self-Assessment To Achieve Quick Wins

By 2010, organizations around the world will spend $11 billion annually on customer relationship management (CRM) solutions. Smart companies are selective about how and where they invest resources....

• Downloads: 1843

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: 2145
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For Application Development & Delivery Professionals

Report:CRM Best Practices Adoption

Organizations continue to spend heavily on customer relationship management (CRM) — $11 billion annually by 2010 — to grow the top line, improve the customer experience, and boost the...

• Downloads: 1715

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: 1982
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For Application Development & Delivery Professionals

Report:CRM 2.0: Fantasy Or Reality?

How Trail-Blazing Organizations Are Implementing Social Customer Strategies

The rise of Social Computing means that customer relationship management (CRM) professionals must find innovative new ways to cope with the emerging phenomenon of "social customers." Forrester talked...

• Downloads: 1883

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

For Application Development & Delivery Professionals

Report:Best Practices: The Smart Way To Implement CRM SaaS Solutions

CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software...

• Downloads: 1485

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:Customer Service Best Practices Adoption

We surveyed 58 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 18 customer services best practices capabilities. We found that adopting...

• Downloads: 1254

For Application Development & Delivery Professionals

Report:Customer Analytics Best Practices Adoption

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 customer analytics best practices capabilities. We found that adopting...

• Downloads: 1267

For Application Development & Delivery Professionals

Report:Marketing Best Practices Adoption

We surveyed 73 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 22 marketing best practices capabilities. We found that adopting...

• Downloads: 1155

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: 1436

For Application Development & Delivery Professionals

Report:Defining Social CRM

Using Social Computing To Collaborate With Customers In New Ways

The social web phenomenon — which Forrester calls Social Computing — forces business process professionals to expand their thinking about how their companies can and should engage with...

• Downloads: 1360

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: 1351
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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