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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  • Kyle McNabb
  • For CMO Professionals

    Report:The CMO's Blueprint For Strategy In The Age Of The Customer

    Four Imperatives To Establish New Competitive Advantage

    Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine...

    • Downloads: 604
  • For CIO Professionals

    Blog:Saying CX Is A Priority Is Easy. Following Through On It Is Tough.

    Any executive can say they place great priority on customer experience (CX). In fact, 74% of executives state their top 2015 priority is improving CX. And if you’re a Forrester client, you...

    • For CIO Professionals

      Blog:Top Technologies For Your BT Agenda

      Your business executives seek top line growth – 7 out of every 10 we survey state growth is their top priority. Growth requires competitive advantage, but hanging on to yesterday’s...

      • For CIO Professionals

        Report:Top Technologies For Your BT Agenda

        In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Business execs know this, but they don't think that their...

        • Downloads: 711
      • For CIO Professionals

        Blog:Building A Customer-Obsessed Operating Model

        Empowered customers, armed with ever-increasing digital capability, increasingly expect any information, any service, at their moment of need. We call this the age of the customer. Innovative brands,...

        • For Application Development & Delivery Professionals

          Blog:Q&A With Greg Swimer, VP IT, Business Intelligence, Unilever

          In advance of next week’s Forrester’s European Business Technology Forums in London on June 10 and 11, we had an opportunity to speak with Greg Swimer about information management and how...

          • For CIO Professionals

            Report:The CIO's Blueprint For Strategy In The Age Of The Customer

            Four Imperatives To Establish New Competitive Advantage

            Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine...

            • Downloads: 658
          • For eBusiness & Channel Strategy Professionals

            Report:The eBusiness Professional's Blueprint For Strategy In The Age Of The Customer

            Four Imperatives To Establish New Competitive Advantage

            Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine...

            • Downloads: 390