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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3900 results in Reports

    • For Security & Risk Professionals

      Report:Brief: Stolen And Lost Devices Are Putting Personal Healthcare Information At Risk

      It's Time For Healthcare CISOs To Close The Faucet Of Data Loss From Endpoints

      Amid a rising tide of compliance pressures, employee mobility, and high black-market values for personally identifiable information (PII) and personal healthcare information (PHI), security and risk...

      • Downloads: 201
    • For Infrastructure & Operations Professionals

      Report:Build A Road Map For Workforce Computing

      This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their five-year technology road map for workforce computing. This is important because into...

      • Downloads: 482
    • For Enterprise Architecture Professionals

      Report:Brief: Pegasystems Makes Headway Into Front Office

      Process Platform And Solution Frameworks Shift To Focus On Customer And Employee Engagement

      Pegasystems is well known as the provider of a solid business process management platform — bringing sophisticated, if complex, capabilities to the back-office processes of their customers. At...

      • Downloads: 172
    • For B2C Marketing Professionals

      Report:Reinvent Customer Relationships With WeChat Mobile

      Leverage The Power Of WeChat's Mobile Ecosystem In China

      WeChat is the largest mobile social app in Asia Pacific. Offering advanced features and services that go far beyond messaging to both consumers and marketers, it dominates Chinese consumers' mobile...

      • Downloads: 100
    • For B2C Marketing Professionals

      Report:The New Mobile Mind Shift Index: China

      Mobile Expectations Are High In The Largest Smartphone Market

      Marketers in China are lagging behind consumers in mobile adoption, and they need to do a better job understanding mobile behavior trends to develop effective mobile strategies. Forrester's newly...

      • Downloads: 91
    • For CIO Professionals

      Report:Technology Management In The Age Of The Customer: China

      Three Major Routes For Chinese Organizations

      Empowered customers are disrupting every industry, and CIOs in China need to clearly understand what technology management challenges they face in the age of the customer. This report helps Chinese...

      • Downloads: 95
    • For eBusiness & Channel Strategy Professionals

      Report:European Mobile And Tablet Commerce Forecast, 2013 To 2018

      Forrester estimates that 49% of online retail, travel, and daily deals sales in the EU-7 (France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK) will be from mobile and tablets by 2018....

      • Downloads: 227
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Mobile Technology Adoption

      A Benchmarking Guide For eBusiness Professionals

      Mobile technology for both hardware and software is experiencing a frenetic pace of change. What table stakes or "being in the game" means is constantly moving. eBusiness professionals have procured...

      • Downloads: 1131
    • For B2C Marketing Professionals

      Report:Overcome Top Digital Challenges In 2015

      Choosing The Right Digital Agency In China

      As online penetration in China approaches 50%, marketing leaders are handling larger digital marketing budgets and taking on more responsibilities than ever before. As a result, they need more and...

      • Downloads: 116
    • For eBusiness & Channel Strategy Professionals

      Report:Mobile Messaging Vendor Overview

      Making Smart Decisions To Support Your Business Needs

      This report is a mobile messaging vendor overview designed to provide a framework for narrowing the list of potential vendors that are well suited to meet the needs of your business. Rather than an...

      • Downloads: 1484
    • For Infrastructure & Operations Professionals

      Report:Consider Whether To Put Huawei On Your Provider Shortlist

      Huawei Makes Progress In The Enterprise, But Is Not For Everyone — Yet

      Since Huawei Technologies entered the global enterprise IT infrastructure market in 2011, it has made consistent progress with broadening its portfolio of enterprise products and services and...

      • Downloads: 88
    • For Infrastructure & Operations Professionals

      Report:Justify Your Hybrid Cloud Future With A Solid Business Case

      Business Case: The Cloud Computing Playbook

      Seldom have tech managers had it so easy in building a compelling value proposition as they do with cloud technologies. If anything, expectations for cloud's impact on costs have expanded beyond...

      • Downloads: 2851
    • For eBusiness & Channel Strategy Professionals

      Report:Quick Take: Fire Phone Fails; Amazon Doesn't

      Insights, Not Sales, Will Define Amazon's Success

      On June 18, 2014, Amazon announced the launch of a smartphone, named the Fire Phone, with unique hardware and services designed to enhance its core businesses: retail and a digital platform....

      • Downloads: 175
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Retailing Online 2014: Marketing

      This latest report in our series using data from The State Of Retailing Online, a Shop.org study conducted by Forrester Research, covers interactive marketing benchmarks for online retailers. More...

      • Downloads: 618
    • For B2C Marketing Professionals

      Report:How To Start Bridging The Mobile Monetization Gap

      Use Mobile Engagement To Extend Existing Business Models

      Facebook, Groupon, Pandora, Path, Rovio, and Twitter are companies that get a lot of media or investor attention and have a common denominator: Each has a large mobile audience but an unproven...

      • Downloads: 679
    • For Infrastructure & Operations Professionals

      Report:Quick Take: Google's Smart Contact Lens Project

      Technological And Social Forces Will Drive A Long Tail Of Wearable Devices

      Google released information about its latest wearable computing project — smart contact lenses. While the offering might sound like science fiction, the technology is real, and it could have...

      • Downloads: 190
    • For Security & Risk Professionals

      Report:Market Overview: Cloud Data Protection Solutions

      CDP Solutions Are A Mandatory Security Control

      Security and risk (S&R) professionals must protect data that business and technology management leaders store in cloud services — services that they have little control over or visibility into....

      • Downloads: 460
    • For Enterprise Architecture Professionals

      Report:Smart Process Apps: To Combine Social And Dynamic Case Management

      Fill Gaping Hole In Process Needs

      Enterprises need to shift from isolated enterprise social projects to a process-oriented view that drives business outcomes. Smart process apps — an emerging $34 billion software category...

      • Downloads: 459
    • For eBusiness & Channel Strategy Professionals

      Report:2015 Global Mobile Banking Functionality Benchmark

      Benchmarks: The Mobile Banking Strategy Playbook

      Over the past five years, mobile banking has gone from little more than an extension of online banking to what one digital banking executive calls "the most important part of my job." eBusiness and...

      • Downloads: 304
    • For B2B Marketing Professionals

      Report:The Forrester Salesperson Development Tool — Master

      Understanding The Characteristics Of Your Sales Messengers

      Successfully engaging with today's business buyers — from procurement professionals to executive buyers and their teams — requires different combinations of seller competencies. The...

      • Downloads: 22
    • For Customer Experience Professionals

      Report:The Data-Driven Design Revolution

      We have entered a new age — one in which the attitudes, rules, and behaviors that govern how firms use data are radically transforming. Highly agile startups and flat organizations are giving...

      • Downloads: 551
    • For Application Development & Delivery Professionals

      Report:Navigate The Modern Application Delivery Landscape

      Landscape: The Modern Application Delivery Playbook

      Amplified customer expectations in the age of the customer and the intensified competition they bring are accelerating the pace of modern application delivery. Process and organizational changes...

      • Downloads: 585
    • For CIO Professionals

      Report:Pick The Right Webcasting Tool To Drive Customer Or Employee Engagement

      Between webcasting, webconferencing, and videoconferencing tools, the market for delivering slide presentations to a live audience is full of substitutes. Different products vary in their scalability...

      • Downloads: 174
    • For Application Development & Delivery Professionals

      Report:Express Lean, Agile, And DevOps Cultural Changes In Terms Of Business Value

      Don't Let Jargon Derail Customer-Facing Mobile/Web Efforts

      As application development and delivery professionals retool to deliver customer-facing web and mobile applications to attract, win, and serve customers, they must overcome entrenched processes and...

      • Downloads: 475
    • For Application Development & Delivery Professionals

      Report:Customer Obsession Will Remake AD&D Tools And Supporting Technologies

      Tools & Technology: The Application Development Strategy, Structure, And Sourcing Playbook

      Application development and delivery (AD&D) leaders shifting their strategies, structures, and sourcing to customer-focused software are like acrobats performing above a flimsy net. The tools and...

      • Downloads: 162