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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3937 results in Reports

    • For B2C Marketing Professionals

      Report:Context In Email Marketing Pays Off

      Performance Management: The Email Marketing Playbook

      In the vision report of our email marketing playbook, Forrester asserts that marketers should add contextual insights to their email programs. That obviously comes at a cost. In this report, which...

      • Downloads: 177
    • For Customer Insights Professionals

      Report:Brief: Applying Customer Insight To Your Digital Strategy

      Top Lessons Learned From Early Adopters In Asia Pacific

      To serve and delight empowered customers, organizations are embarking on digital transformation journeys from multiple directions. Many start with initiatives to improve digital marketing...

      • Downloads: 246
    • For Security & Risk Professionals

      Report:Quick Take: Apple Positioned For Key Role In Secure Payment Processing, Fraud Prevention

      Touch ID, NFC, And iTunes Are Key Ingredients For A Payment Ecosystem Offering Superior Client-Side Fraud Management

      On Monday, June 2, 2014, at their Worldwide Developer Conference, among a number of other things, Apple announced that it has opened up its fingerprint reader, Touch ID, to third-party...

      • Downloads: 200
    • For eBusiness & Channel Strategy Professionals

      Report:Making The Case To Go Global

      Business Case: The eCommerce Globalization Playbook

      If you're contemplating how to take your organization global, you're not alone. A growing number of eCommerce leaders are looking to extend their businesses into new markets — and struggling to...

      • Downloads: 117
    • For Customer Experience Professionals

      Report:How To Drive Action With Your VoC Program

      Boost Your Customer Experience By Leveraging Your Stakeholders More Effectively

      Voice of the customer (VoC) programs are still not taken seriously because they struggle to drive action. To change that, VoC teams need to leverage stakeholders across the organization; only then...

      • Downloads: 336
    • For B2B Marketing Professionals

      Report:Break Through The Hype Of Social Selling

      How To Successfully Enable Your Sales Teams To Utilize Their Social Networks

      Despite the promises of social selling's profound impact on sales processes, sales and marketing professionals tell us that they don't know how to get started with a formal program that will deliver...

      • Downloads: 110
    • For B2C Marketing Professionals

      Report:Forrester Research Social Media Forecast, 2014 To 2019 (Western Europe)

      ForecastView Spreadsheet

      Total social media advertising spending within the 17 Western European countries covered in this forecast is expected to reach €4.3 billion by 2019, up from €2.6 billion in 2014, growing at...

      • Downloads: 6
    • For Analyst Relations Professionals

      Report:Forge Valuable AR Programs With FIAR

      Strategic Plan: The Industry Analyst Relations Playbook

      Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely on...

      • Downloads: 1208
    • For Security & Risk Professionals

      Report:Brief: Proofpoint Strengthens Its Targeted Attack Defense With NetCitadel Acquisition

      Acquisition Is Proof That You Must Integrate Advanced Detection With Incident Response

      On May 20, 2014, Proofpoint announced that it had acquired Silicon-Valley-based startup NetCitadel, a privately owned incident response company, for approximately $24 million in cash. While small,...

      • Downloads: 89
    • For Customer Experience Professionals

      Report:How Customer Experience Drives Revenue: A New And Improved Look

      How CX Professionals Can Make The Case For CX

      Customer experience (CX) professionals who want to drive CX transformation need to show how CX drives business outcomes. Forrester's new Customer Experience Index (CX Index™) framework helps CX...

      • Downloads: 503
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Readiness Index: eCommerce, 2014

      ForecastView Spreadsheet

      Forrester's eCommerce Readiness Index (FRI) assesses 25 variables that give insights into 55 global markets. While there is no universal tool in selecting expansion opportunities, the Forrester...

      • Downloads: 6
    • For CIO Professionals

      Report:Innovation Creates Options For Future Business Value

      Business Case: The Innovation Playbook

      Most investments are based on business cases that show a positive return on investment (ROI). The numbers within the business case represent best estimates for the costs and benefits that will result...

      • Downloads: 884
    • For Security & Risk Professionals

      Report:Create And Manage An Effective Security Governance Board

      Over the past few years, regulation, compliance, and an escalating threat landscape gradually pushed information security to mature into a formal discipline, and these drivers encouraged CISOs to...

      • Downloads: 314
    • For Application Development & Delivery Professionals

      Report:Forrester's Self-Service BI Capabilities Self-Assessment Model

      What Are Your Organization's Self-Service BI Capabilities?

      There's no clear single definition of what self-service business intelligence (BI is), but it's definitely more complex than just having a graphical user interface (GUI) and/or being user-friendly or...

      • Downloads: 49
    • For Enterprise Architecture Professionals

      Report:A Framework For Information Management And Consumption Technology

      Tools And Technology: The Information Strategy And Architecture Playbook

      Enterprise architects carry the heavy responsibility of planning for elaborate implementations of complex technology. They must weigh the implications of the plans for all of the related architecture...

      • Downloads: 1705
    • For Customer Experience Professionals

      Report:Design Lessons From Forrester's 2013 Outside In Award Winners

      A Look Inside The Experience Design Programs At Ally Bank And PwC Australia

      In its first annual Outside In Awards, Forrester recognized two winners in the customer experience design category. Financial services provider Ally Bank designed and tested a mobile application in...

      • Downloads: 333
    • For Customer Insights Professionals

      Report:Brief: Consider Regional Factors When Evaluating Enterprise Marketing Software Suites

      Sourcing Marketing Capabilities In Asia Pacific Markets

      Customer insights (CI) professionals tasked with creating relevant and engaging experiences for customers need a formal approach to evaluating enterprise marketing software suites (EMSS). The...

      • Downloads: 38
    • For B2B Marketing Professionals

      Report:Clarity Is Key To Sales Enablement Success

      Discipline And Focus Separate Leading Companies From The Pack

      The number of sales enablement positions and interest in the topic have exploded over the past five years, yet many questions remain about what it is or which organization should own it. While many...

      • Downloads: 233
    • For Infrastructure & Operations Professionals

      Report:Quick Take: Brocade Launches Networking's First Commercial Open Source Software

      Brocade Releases The Vyatta Controller Built On OpenDaylight Source Code

      On September 22, 2014, Brocade released its software-defined controller, Vyatta Controller, which officially brings open source software (OSS) from the networking shadows into the mainstream network...

      • Downloads: 76
    • For Infrastructure & Operations Professionals

      Report:Navigating Diversity In Operating Systems And Browsers

      Heterogeneity Is Here — And Mobility Is Driving It Further

      Infrastructure and operations (I&O) professionals face a splintered landscape of operating systems (OSes) and browsers, which complicates investment decisions tied to what they deploy and support for...

      • Downloads: 341
    • For Security & Risk Professionals

      Report:Brief: S&R Pros Can No Longer Ignore Threats To Critical Infrastructure

      When Selecting Security Vendors, Look For Specialized Industry Expertise

      For years, security and risk (S&R) professionals have focused almost exclusively on protecting the organization's sensitive information resources, such as customer data, intellectual property, and...

      • Downloads: 210
    • For B2B Marketing Professionals

      Report:Direct Your 2015 B2B Budget Gains Toward Creating Exceptional Customer Experiences

      For this report, Forrester and Direct Marketing News (DMN) jointly surveyed a new crop of 132 business-to-business (B2B) marketing executives about their 2015 budget plans and expectations. The...

      • Downloads: 315
    • For Infrastructure & Operations Professionals

      Report:What You Need In A Mobile Collaboration App

      Forrester's Guide For Assessing Cloud Collaboration Vendors' Preparedness For The Mobile Mind Shift

      Helping an increasingly mobile workforce work with customers has been a catalyst for many Forrester clients to move toward cloud collaboration technologies like Box and Google Apps. However, to truly...

      • Downloads: 140
    • For B2B Marketing Professionals

      Report:Content Matters Across The Entire Life Cycle

      Include Post-Purchase Activity To Increase B2B Content Effectiveness

      Business-to-business (B2B) CMOs so fixate on acquisition in their content marketing efforts that they fail to deliver content that addresses the day-to-day realities that customers face when living...

      • Downloads: 341
    • For B2C Marketing Professionals

      Report:Master Content Marketing To Drive Engagement, Credibility, And Preference

      Executive Overview: The Content Marketing Playbook

      Today's empowered consumers are in control and telling brands where, when, and how they are open to a mutually valuable exchange of information. To counter growing media fragmentation and consumer...

      • Downloads: 528