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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21 results in Everything

  • Stephen Powers
  • For Application Development & Delivery Professionals

    Report:Predictions 2015: Digital Experience Delivery Platforms Become Flexible Or Lose Momentum

    Application development and delivery (AD&D) and digital marketers' worlds will collide in 2015. Shared platforms, customer data, budgets, and priorities will emerge within B2C and progressive B2B...

    • Downloads: 351
  • For Application Development & Delivery Professionals

    Charts & Figures:Total Economic Impact™ Value Delivery Process

  • For Application Development & Delivery Professionals

    Charts & Figures:Multiple Groups Own Digital Experience Technology Budgets

    Business Case: The Digital Experience Delivery Playbook

  • For Application Development & Delivery Professionals

    Report:Refocus The Digital Experience Technology Investment Discussion

    As the age of the customer progresses, the skyrocketing demand for technology for digital experience delivery adds a new twist to justification discussions for tech spending. This means...

    • Downloads: 718
  • For Application Development & Delivery Professionals

    Charts & Figures:Example Digital Experience Technology Business Benefits

  • For Application Development & Delivery Professionals

    Blog:Ignore Digital Experience Delivery Technologies At Your Own Peril

    Ignore digital experience delivery platforms in 2015, and you’ll spend all of 2016 playing catch up.   Since 2013, no fewer than eight vendors announced enterprise-class solutions vying to...

    • For Application Development & Delivery Professionals

      Charts & Figures:Many Roles Contribute To The Business Case

    • For Application Development & Delivery Professionals

      Report:Predictions 2014: Digital Experience Delivery Matures With Smart Investment

      AD&D Should Adjust Priorities To Build And Buy Appropriate Tools

      Digital experience priorities must quickly evolve to keep up with fast-paced or fickle customer expectations evidenced by adoption patterns for smartphones, Facebook, or Snapchat. Given the frantic...

      • Downloads: 394
    • For Application Development & Delivery Professionals

      Report:Drive Unified Digital Customer Experiences With Better Technology Strategies

      Executive Overview: The Digital Experience Delivery Playbook

      Digital customer experience has become a key business differentiator, and application development and delivery (AD&D) leaders of front-office, web, mobile, and digital development must step up to...

      • Downloads: 2389
    • For Application Development & Delivery Professionals

      Charts & Figures:Sample Investment Cost Categories

    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Digital Experience Delivery Platforms, Q3 2014

      Vendors From A Variety Of Backgrounds Vie To Be More Than A Basket Of Solutions

      In Forrester's 29-criteria evaluation of digital experience delivery providers, we identified the 13 most significant software vendors — Acquia, Adobe, Demandware, Digital River, HP Autonomy,...

      • Downloads: 1435
    • For eBusiness & Channel Strategy Professionals

      Report:Commerce And Content: The Perfect Couple Or A Tumultuous Affair?

      Choosing Between eCommerce And Web Content Management Solutions

      Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

      • Downloads: 565
    • For Application Development & Delivery Professionals

      Blog:Drive Customer Experiences With Better Technology

      The Age of the Customer is upon us and as a result, market leading strategies for mobile, big data, and customer experience are now required to satisfy an increasingly demanding client...

      • For Application Development & Delivery Professionals

        Charts & Figures:Key Elements Of A Business Technology Business Case

      • For Application Development & Delivery Professionals

        Report:Content And Commerce: The Odd Couple Or The Power Couple?

        How To Choose Between Using A Web Content Management Solution, An eCommerce Platform, Or Both

        Companies need cohesive digital customer experiences, but marketing and eCommerce groups often operate in silos with differing objectives, which leads them to buy and operate independent solutions...

        • Downloads: 393
      • For Application Development & Delivery Professionals

        Blog:Developers Hold The Key To Your Business’ Brand

        By now, you all know that in order for your company to win, it needs to be customer obsessed. But how do you support that obsession from a technical standpoint? It takes innovation, and the key to...

        • For Application Development & Delivery Professionals

          Blog:Behind The Scenes Of The WCM Wave For Digital Customer Experience

          David Aponovich and I recently published a Forrester Wave™ on web content management for digital customer experience. In this videocast, David and I talk about how we did the research that went...

          • For Application Development & Delivery Professionals

            Blog:Content, Commerce, And The Sitecore News

            In-line editing? Check. Personalization? Check. Testing and optimization? Check. As the web content management market matures, functional differentiators have become tougher to find. One of the...

            • For Application Development & Delivery Professionals

              Blog:The Great Race to Develop a Digital Experience Delivery Backbone

              “A unified platform for content, community and commerce.” “A complete set of integrated solutions helps you maximize and measure your impact in more ways than ever before.”...

              • For Application Development & Delivery Professionals

                Report:The Forrester Wave™: Digital Experience Platforms, Q4 2015

                The 10 Providers That Matter Most And How They Stack Up

                In Forrester's 40-criteria evaluation of digital experience platform vendors, we identified the 10 most significant software providers — Acquia, Adobe, Demandware, EPiServer, IBM, Oracle, SAP...

                • Downloads: 763
              • For Application Development & Delivery Professionals

                Blog:Podcast: The Intersection of Customer Experience and Business Technology

                As organizations continue their journey in the Age of the Customer, business technology leaders have a challenge ahead of them. As my colleague Harley Manning wrote in his blog earlier this week,...