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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4149 results in Reports

    • For Customer Insights Professionals

      Report:Australian Organizations Struggle To Transform Data Into Actionable Customer Insights

      Benchmark Your Enterprise Intelligence To Become Data-Driven

      Faced with increasing customer expectations and a growing threat of disruption, how confident are you in your firm's ability to leverage customer knowledge? We administered Forrester's Q3 2015...

      • Downloads: 71
    • For eBusiness & Channel Strategy Professionals

      Report:Benchmarking Your Growing B2B eBusiness

      Engaged in a never-ending battle for the most effective people, processes, and technologies, business-to-business (B2B) companies must be keenly aware at all times of where they stand versus their...

      • Downloads: 406
    • For CIO Professionals

      Report:Document Collaboration Vendor Landscape

      In 2009, Forrester produced The Forrester Wave™: Collaboration Platform to evaluate a maturing vendor landscape for document collaboration solutions. Since that report, the market has seen...

      • Downloads: 871
    • For CIO Professionals

      Report:Develop Broad Tech Management Capabilities To Accelerate Your BT Agenda

      Assessment: The Business Technology Agenda Playbook

      The age of the customer is redefining how technology is used, which is transforming how tech is managed — and how the CIO's organization is structured and operates, especially relative to...

      • Downloads: 370
    • For B2C Marketing Professionals

      Report:2013 Interactive Marketing Predictions

      The Ultra-Connected Customer Will Upturn Marketing

      In 2013, the ultra-connected customer base will grow at a staggering pace, destabilizing marketing as you've come to know it. This report identifies the changes you'll see in your customers'...

      • Downloads: 1178
    • For eBusiness & Channel Strategy Professionals

      Report:Retailers Struggle To Profit Despite The Rise In Online Grocery Shopping In Western Europe

      A ForecastView Report

      Forrester recently updated its online retail sales forecast for Western Europe to show the strong growth in online grocery sales, particularly in France. This report provides insight into this trend...

      • Downloads: 17
    • For Customer Insights Professionals

      Report:Assess Your Customers' Personal Identity And Data Management Attributes

      Assessment: The Customer Trust and Privacy Playbook

      Personal identity and data management (PIDM) changes the way marketers will communicate with their customers. But to understand how, customer insights (CI) professionals need to first understand the...

      • Downloads: 274
    • For CIO Professionals

      Report:Beyond Cost: Achieve Better Government Outcomes Through Shared Services

      Shift To The BT Agenda Drives Shared Services In the Public Sector

      The perennial call for public sector reform has not slackened. The pain of austerity measures and the pressures for increased efficiency heighten that call. The need to address decrepit applications...

      • Downloads: 226
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Point Of Service, Q3 2015

      The 10 Providers That Matter Most And How They Stack Up

      In Forrester's 59-criteria evaluation of point-of-service (POS) vendors, we identified the 10 most significant providers in the category — Aptos, Demandware, Fujitsu, Microsoft Dynamics, NCR,...

      • Downloads: 296
    • For Application Development & Delivery Professionals

      Report:TechRadar™: The Extended CRM Technology Ecosystem, Q4 2015

      Applications Stimulate Innovation, But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

      Customer loyalty through deeper engagement and differentiated experiences continues to be a critical priority. Customer relationship management (CRM) technology has evolved, particularly in light of...

      • Downloads: 164
    • For B2C Marketing Professionals

      Report:Take Three Steps Toward Social Success

      Adopt The Social Technographics® Model To Develop The Right Social Strategies And Tactics In China

      B2C marketers in China are increasingly investing in social marketing and expect great returns but face the challenge of determining the right social marketing strategies and tactics. Forrester's...

      • Downloads: 54
    • For Security & Risk Professionals

      Report:Choose The Right Technologies To Support Your GRC Program

      Tools And Technologies: The Governance, Risk, And Compliance Playbook

      There comes a point in any GRC program when the massive required efforts becomes too cumbersome to manage in separate systems and manual processes. Even if it were possible, there would be no...

      • Downloads: 541
    • For B2B Marketing Professionals

      Report:Buyer Role Profile: VP Of Security

      This report is designed to give professionals in sales enablement an introduction to the VP of security role as well as an overview of the general concerns facing people in that position. The...

      • Downloads: 235
    • For B2C Marketing Professionals

      Report:Western European Online Display Advertising Forecast, 2014 To 2019

      Tablets And Video Sustain A Steady Growth In European Online Display Advertising Spend

      With most of Western Europe entering the recovery from the 2008 economic downturn, Forrester expects display advertising spend to grow at a steady pace for the next five years across the region....

      • Downloads: 162
    • For CIO Professionals

      Report:Shared Services: If WyCAN, So Can You!

      Thought Leadership And Teamwork Enable Cost-Savings And Better Service For Consortium Members

      Public sector organizations don't have the privilege of dialing back on scope in challenging economic times. In fact, when the going gets tough, government organizations often have to kick into high...

      • Downloads: 197
    • For Application Development & Delivery Professionals

      Report:The New Mantra For Software Leaders: Deliver More, Develop Less

      Vision: Application Development Strategy, Structure, And Sourcing Playbook

      Now that you've started to quickly produce apps to win, serve, and retain customers, it's time to take the next step. Nimble customer engagement apps and analytics must activate customer experience...

      • Downloads: 115
    • For B2C Marketing Professionals

      Report:Case Study: Nestlé China Raises The Social Media Measurement Bar For Its Ice Cream Brands

      Marketers in China are struggling to effectively measure their investments in social media. Most of them are still at the early-maturity stage of social media measurement — focusing on basic...

      • Downloads: 145
    • For B2C Marketing Professionals

      Report:Brief: Digital Marketers Are Embracing eCommerce, And China Is Leading The Way

      As Obsolete Organizational Boundaries Fade, Digital Marketers Are Increasingly Taking Responsibility For eCommerce Initiatives

      As B2C digital marketing professionals become more directly responsible for business outcomes, they are gradually taking responsibility for eCommerce. Our research shows a clear trend toward merging...

      • Downloads: 107
    • For Enterprise Architecture Professionals

      Report:Forrester's Business Capability Portfolio Assessment: Tool

      Even experienced executives have difficulty in deciding on the right mix of strategic investments. Business architecture leaders can assist executives in making the right decisions through the use of...

      • Downloads: 64
    • For eBusiness & Channel Strategy Professionals

      Report:Leverage Boutique CSPs As An Alternative To Large-Scale CSPs

      Market Overview: Commerce Service Providers (CSPs), Q2 2014, Part 4

      eBusiness professionals increasingly call upon commerce service providers (CSPs) to define and deliver their digital strategies. This report details how boutique CSPs help business-to-consumer (B2C)...

      • Downloads: 97
    • For B2C Marketing Professionals

      Report:Content Marketers Should Use Messaging Apps To Build Long-Term Customer Relationships

      Marketers Miss Depth And Relationship Opportunities On The Path To Purchase

      The Asia Pacific (AP) region is a leader in innovative messaging apps. Apps like WeChat, Line, and KakaoTalk are transforming into digital platforms where users interact and trade, giving marketers...

      • Downloads: 103
    • For eBusiness & Channel Strategy Professionals

      Report:European Online Retail: Five Trends To Watch In 2013

      European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

      European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

      • Downloads: 755
    • For Infrastructure & Operations Professionals

      Report:Brief: Cloud File Services Fill An Enterprise Storage Gap

      Cloud Cannot Live On Blocks And Objects Alone

      Hyperscale public cloud services providers' primary design choice is object storage. While sensible for them, this choice harms enterprise applications built on standardized file services such as NFS...

      • Downloads: 62
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Online Video Platforms, Q1 2013

      Kaltura Joins Leaders Brightcove And Ooyala In A Maturing Market

      Video is integral to many consumer-facing websites, not just from traditional media providers but from brands, companies, and organizations without a history of content creation. In Forrester's...

      • Downloads: 751
    • For Application Development & Delivery Professionals

      Report:The Dawn Of Enterprise JavaScript

      JavaScript Finds Its Place In Enterprise Software Development

      Adoption of JavaScript — and the Node.js runtime environment in particular — sets the stage for the biggest shift in enterprise application development in more than a decade. When...

      • Downloads: 329