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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3778 results in Reports

    • For Application Development & Delivery Professionals

      Report:Increase Flexibility By Embracing Future Business And Technology Trends

      Vision: The Business Applications Playbook

      This report outlines Forrester's vision for the future of business applications. It summarizes the key business drivers and trends that are reshaping the value proposition of business applications....

      • Downloads: 2175
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Data Services

      The New Data Economy Cultivates An Eclectic New Market Of Data Services

      Organizations are faced with a flood of data. Capturing and effectively utilizing this data for business insights is a critical priority. However, in many cases, organizations lack the skills,...

      • Downloads: 457
    • For Sourcing & Vendor Management Professionals

      Report:Microsoft SQL Server 2012 Licensing Changes — What You Need To Know

      Repackaging And The Move From Per-Processor To Per-Core Licensing Will Affect The Way Your Organization Uses SQL Server

      Microsoft's recent announcements will affect the way your organization licenses its SQL Server product and what you have to pay to use it. To prepare for these changes, sourcing and vendor management...

      • Downloads: 295
    • For eBusiness & Channel Strategy Professionals

      Report:Five Global Marketplaces All Brands Must Know

      The Opportunities For Brand Owners On Amazon, eBay, MercadoLibre, Rakuten, And Tmall

      The global expansion process has changed substantially over the past five years, with eBusiness leaders no longer expanding internationally just by launching a series of direct-to-consumer websites....

      • Downloads: 339
    • For Application Development & Delivery Professionals

      Report:Global Banking Platform Deals 2011: Regions

      The 2012 Survey Shows Global Activity And A Strong Regional Focus

      Forrester surveyed 25 vendors of globally deployed banking platforms on their 2011 deals. Our regional analysis shows that varying levels of vendor success caused fluctuations in regional activity...

      • Downloads: 334
    • For Enterprise Architecture Professionals

      Report:Choosing The Right ECM Business Partner Maximizes Value

      Enterprise content management (ECM) solutions typically involve business process changes, system customizations, and organizational changes to fully realize a return in the investment. When IT...

      • Downloads: 216
    • For Application Development & Delivery Professionals

      Report:The Secret To Rationalizing Applications: Start With The End In Mind

      Reflect, Then Collect

      As software becomes a central tool for customer engagement, pressure is mounting on application development and delivery (AD&D) leaders to create and deliver new customer-facing and mobile...

      • Downloads: 101
    • For Application Development & Delivery Professionals

      Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

      The Technology Arrives, But Does It Improve The Customer Experience?

      Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

      • Downloads: 368
    • For Security & Risk Professionals

      Report:Job Description: Security Architect

      Organization: The Security Architecture And Operations Playbook

      We designed this report for security and risk (S&R) executives who are rethinking their security architecture and working to improve the effectiveness of their operations, to help them hire one of...

      • Downloads: 904
    • For Customer Experience Professionals

      Report:How Customer Experience Champions Transform Culture

      Building A Customer-Centric Culture

      Changing to a customer-obsessed company requires a cultural transformation. This is no small task. That's because transformation involves changing the beliefs and behavioral norms of everyone in the...

      • Downloads: 840
    • For eBusiness & Channel Strategy Professionals

      Report:Large-Scale Commerce Service Providers Deliver Economies Of Scale

      Market Overview: Commerce Service Providers (CSPs), Q2 2014, Part 3

      eBusiness professionals increasingly call upon commerce service providers (CSPs) to define and deliver their digital strategies. This report details how large-scale, global CSPs are helping...

      • Downloads: 75
    • For Marketing Leadership Professionals

      Report:The Forrester Wave™: Digital Agencies In China — Strategy And Execution, Q1 2015

      The Eight Agencies That Matter Most And How They Stack Up

      In Forrester's 30-criteria evaluation of the strategy and execution capabilities of digital agencies in China, we identified the eight most significant agencies — BlueDigital, Isobar,...

      • Downloads: 83
    • For CIO Professionals

      Report:Write An Effective Cloud Use Policy

      Encourage Cloud Consumption The Right Way

      You know your company is using cloud services; our Forrsights Software Survey, Q4 2011 shows that the average enterprise has between four and 12 software-as-a-service (SaaS) services in use already,...

      • Downloads: 401
    • For Application Development & Delivery Professionals

      Report:Build An Outside-In Contact Center Road Map

      Road Map: The Contact Centers For Customer Service Playbook

      This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

      • Downloads: 777
    • For Application Development & Delivery Professionals

      Report:Global Banking Platform Deals 2011: Functionality

      2011 Saw Changes To Functional Demand But Not To How Functionality Gets Delivered

      Forrester surveyed 25 vendors of globally deployed banking platforms on their 2011 deals and analyzed the results to find patterns in the functionality sold. Our analysis shows that the key...

      • Downloads: 473
    • For Security & Risk Professionals

      Report:Source Your Identity And Access Management Capabilities

      Reducing the costs of an identity and access management (IAM) solution has been a top priority for security and risk professionals for a long time. Although IAM solutions have matured significantly...

      • Downloads: 1092
    • For Enterprise Architecture Professionals

      Report:Technology Watchlist Toolkit

      This toolkit provides practical techniques to help enterprise architects and technology innovation executives evaluate the broad landscape of emerging technology, choose the most appropriate...

      • Downloads: 58
    • For CMO Professionals

      Report:CMOs Must Prepare For Lead-To-Revenue Investments Now

      Balance People And Process To Fund L2RM

      This report, originally written for customer insights professionals, includes content relevant to CMOs, especially those leading marketing for business-to-business (B2B) companies. Here's why:...

      • Downloads: 273
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

      In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

      • Downloads: 403
    • For Marketing Leadership Professionals

      Report:The Always Addressable Customer

      Embrace Addressability To Engage Your Ultra-Connected Audience

      Discover the new ultra-connected customer, for whom mobile is the key touchpoint. In 2010, we entered the era of pervasive interactivity, in which more people access the Internet more frequently from...

      • Downloads: 1128
    • For CIO Professionals

      Report:The State Of Digital Business 2014

      Forrester believes every business must transform into a digital business. Digital businesses continuously exploit digital technologies to both create new sources of value for customers and increase...

      • Downloads: 735
    • For CMO Professionals

      Report:Wireless Brands Fail To Connect With Consumers

      Technographics® TRUE Brand Compass: Wireless

      Wireless brands have traditionally locked in customers with long contracts. But the market is changing as brands like T-Mobile blow up these traditional business models to put the control in the...

      • Downloads: 145
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Retail Forecast, 2013 To 2018 (Western Europe), Q4 2014 Update

      ForecastView Spreadsheet Q4 2014 Update

      Our Q4 update to the online retail sales forecast in Western Europe has found slower growth in France and stronger growth in the UK, Italy, and Ireland compared with the previous forecast. The Q4...

      • Downloads: 18
    • For Enterprise Architecture Professionals

      Report:What iOS 8 Means To Your Enterprise Mobility Plans

      Enterprise Architects Must Design The Right iOS 8 Guardrails For Their Business

      If you have already adopted Apple devices into your corporate device standards, employees and your chief information officer (CIO) will likely pressure you to support Apple's latest release, iOS 8....

      • Downloads: 133
    • For CIO Professionals

      Report:Quick Take: Impressions From CeBIT 2014

      Although much of the thunder was stolen by the Mobile World Congress in Barcelona and SXSW Interactive Festival in Austin, Texas, earlier this month, the CeBIT 2014 trade show in Hannover still...

      • Downloads: 113