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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4045 results in Reports

    • For CIO Professionals

      Report:Winning The Customer Experience Game II

      Digital Business: Digitize End-To-End Customer Experiences

      As customer expectations evolve, a company's ability to modify the technologies that support customer journeys can make the difference between a happy customer and an ex-customer. CEOs increasingly...

      • Downloads: 195
    • For eBusiness & Channel Strategy Professionals

      Report:Develop A Data-Driven Digital Business

      Short-Sighted Analytics Are Hindering Digital Leaders

      Forrester's digital maturity model defines measurement as one of the four key pillars of transformation, yet too many eBusiness professionals lack the customer-centric, cross-touchpoint insight...

      • Downloads: 366
    • For eBusiness & Channel Strategy Professionals

      Report:Disrupting Finance: Mobile Payment Systems

      Mobile Payment Systems Are Still Struggling To Spark Adoption

      The mobile mind shift — the expectation by consumers that they can get what they want in their immediate context and moment of need — has inspired a generation of disrupters that use...

      • Downloads: 664
    • For Sourcing & Vendor Management Professionals

      Report:Brief: Dimension Data Pivots To Offer Cloud Services In Asia Pacific

      While Systems Integration Remains A Core Part Of Its Business In AP, Dimension Data Is Getting Ready For The Cloud Era

      Four years ago, the Nippon Telegraph and Telephone (NTT) Group acquired Dimension Data. Since the acquisition, there has been some confusion over how Dimension Data will coexist with other NTT...

      • Downloads: 99
    • For eBusiness & Channel Strategy Professionals

      Report:Win Your Offline Mobile Moments

      Use Mobile To Break Down Channel Barriers On-Premises

      Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

      • Downloads: 237
    • For eBusiness & Channel Strategy Professionals

      Report:Recruit And Retain Top Digital Talent

      Digital skills are in massive demand. eBusiness professionals in end user firms like retailers and banks are struggling to recruit and retain the brightest digital talent. The lure of startups,...

      • Downloads: 292
    • For Sourcing & Vendor Management Professionals

      Report:Supplier Research Is Essential To Your Negotiation Preparation

      Gathering market intelligence about your software suppliers is a sourcing best practice, as it empowers your negotiations and ensures that you know what to ask for and when. It's easier to do today...

      • Downloads: 236
    • For Sourcing & Vendor Management Professionals

      Report:Market Overview: Contract Life-Cycle Management, 2014

      CLM Becomes A Chameleon As It Links With Other Apps

      Every business or government has contracts with customers, suppliers, or other partners. Contract life-cycle management (CLM) software helps firms create, manage, and achieve maximum value from these...

      • Downloads: 571
    • 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: 214
    • For eBusiness & Channel Strategy Professionals

      Report:Your Customers Will Not Download Your App

      Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

      Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

      • Downloads: 469
    • For Customer Experience Professionals

      Report:What Chinese Consumers Expect From Website Experiences

      Chinese websites don't look very much like their Western counterparts. But as the principles of effective site design become more well-known, don't expect Chinese sites to fully adopt Western...

      • Downloads: 308
    • For Customer Experience Professionals

      Report:Adapt Business Process Improvement For Customer Experience

      Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

      • Downloads: 952
    • For Customer Insights Professionals

      Report:Brief: The Marketing Technology Buyer's Dilemma

      Maintain Customer Focus While Navigating Market Changes

      Successful marketers leverage a rich mix of integrated technologies to navigate complex customer journeys and orchestrate contextually relevant customer experiences. However, recent activities in the...

      • Downloads: 251
    • For Customer Experience Professionals

      Report:How To Solve The CX Technology Puzzle

      Tools And Technology: The Customer Experience Ecosystem Playbook

      Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based...

      • Downloads: 571
    • 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: 182
    • For eBusiness & Channel Strategy Professionals

      Report:Digital Financial Services Teams Should Embrace Game Mechanics

      Digital teams at financial services firms have been slower than digital teams in other industries to adopt game mechanics. But the success of game mechanics in sectors like airlines and education has...

      • Downloads: 552
    • For eBusiness & Channel Strategy Professionals

      Report:How Ecosystems Fuel Digital Business

      How To Harness Digitally Connected Ecosystems To Create Scalable Customer Value

      Digital ecosystems are accelerating the pace at which firms can innovate and deliver products and services. Ecosystem-enabled businesses, like Airbnb, Lending Club, and Uber, have emerged and...

      • Downloads: 193
    • For B2C Marketing Professionals

      Report:Context Enriches Email Marketing

      Continuous Improvement: The Email Marketing Playbook

      Shifting email marketing efforts to support customer context need not be a complete departure from marketing leaders' existing email best practices. In fact, just expanding your current use of...

      • Downloads: 160
    • For Infrastructure & Operations Professionals

      Report:From Singapore To Tokyo: Choosing A Data Center Location In Asia Pacific

      Use A Structured Approach To Select The Site That Best Meets Your Needs

      Asia Pacific-based organizations and multinational corporations (MNCs) entering the region are fueling demand for data center resources, space, and power. A number of factors are accelerating this...

      • Downloads: 189
    • For Customer Experience Professionals

      Report:Executive Q&A: Customer Experience Co-Creation

      Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...

      • Downloads: 426
    • For Infrastructure & Operations Professionals

      Report:Horizon 2025: The Road To Technology Management

      Executive Overview: The I&O Transformation Playbook

      As technology matured and brought new capabilities to customers, business support evolved from the simple administration of enterprises' finances and production to the administration of sales to...

      • Downloads: 287
    • For Customer Insights Professionals

      Report:Brief: Demystifying Real-Time Interaction Management

      Anchor Your Contextual Marketing Engine With This System Of Engagement

      Customer obsession requires marketers to rethink campaigns and instead deliver self-perpetuating cycles of insight-driven interactions. We believe that firms will assemble contextual marketing...

      • Downloads: 263
    • For Customer Experience Professionals

      Report:Drive Customer-Centric Employee Behavior With Rewards And Recognition

      Companies that want to deliver great customer experiences need to engage their employees in the effort. That's why many firms set out to align their workforce by rewarding a rise in customer...

      • Downloads: 510
    • Report:US Mobile Commerce Trends, 2013

      A Global Consumer Technographics® Report

      Mobile continues to be a phenomenon; we're seeing accelerating adoption and greater integration with consumers' lifestyles. The number of unique smartphone subscribers in the US grew by 34 million in...

      • Downloads: 118
    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Mobile Banking, 2015

      Landscape: The Mobile Banking Strategy Playbook

      Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks worldwide. We expect mobile...

      • Downloads: 299