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 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 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: 401
    • 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 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: 642
      • 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 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: 737
        • 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: 683