Customer Relationship Management (CRM)

CRM systems leverage technology to organize and synchronize marketing, sales, customer service, and technical support processes, helping organizations reduce costs and improve efficiency. Forrester 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. Research coverage includes CRM architecture, strategy, deployment, and services.


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  • For Application Development & Delivery Professionals

    Report: Quantify The Business Value Of CRM

    CRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects mus...

  • For B2B Marketing Professionals

    Report: CRM Plus Marketing Automation Equals Engagement

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technolo...

    • Downloads: 34
  • For Application Development & Delivery Professionals

    Report: Brief: Salesforce Project Best Practices

    Salesforce continues its dominance as a leading choice for cloud CRM and cloud platform for companies of all sizes. Salesforce projects are rising in scale, with many now exceeding $10 million p...

    • Downloads: 24
  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Salesforce Implementation Partners, Q2 2015

    Salesforce — the behemoth of the software-as-a-service (SaaS) world — continues to expand into new solution areas, larger and more global deployments, and more strategic business pro...

    • Downloads: 79
  • For Enterprise Architecture Professionals

    Report: TechRadar™: Digitizing Operational Processes, Q2 2015

    As enterprises look to become customer-obsessed, digital initiatives have risen in priority. Investment in new mobile and online solutions has improved digital connections with customers —...

    • Downloads: 117
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Analysts who cover Customer Relationship Management (CRM)