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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4236 results in Reports

    • For Application Development & Delivery Professionals

      Report:Should Your Web Content Management System Run In The Cloud?

      The Answer Should Be "Yes" More Often Than You'll Admit Today

      Web content management (WCM) systems are the cornerstone of digital experience platforms. But these tools have been slow to come to the cloud. Both vendors and end-user companies are to blame. WCM...

      • Downloads: 231
    • For Application Development & Delivery Professionals

      Report:Take Five Steps To Apply The Forrester Wave™: Web Content Management Systems

      Weight Your Priorities To Rank Vendors For Your Scenario

      We evaluated the 10 largest web content management (WCM) vendors against 29 criteria in "The Forrester Wave: Web Content Management Systems, Q1 2015." The rankings reflect the general requirements...

      • Downloads: 369
    • 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: 156
    • For Application Development & Delivery Professionals

      Report:The Integration Imperative Of Digital Experiences

      Vision: The Digital Experience Delivery Playbook

      Customers demand consistent and contextual experiences, yet digital experience strategies, teams, and technologies often reinforce silos across a customer's journey rather than connect them....

      • Downloads: 323
    • For Customer Experience Professionals

      Report:How To Build A Technology Plan That Sustains Employee Engagement

      Technology Should Provide Employees With Freedom To Act On Customer Needs

      Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

      • Downloads: 224
    • For B2C Marketing Professionals

      Report:Marketers Beware: Google's Mobile-Friendly Search Will Bury Your Mobile-Unfriendly Sites

      Don't Let This Good Crisis Go To Waste — Use It To Drive Your Mobile Mind Shift

      On April 21, 2015, Google will change its search results for smartphones. When Google's new ranking algorithm deems a site to be mobile-friendly, the site will show up higher in search results. With...

      • Downloads: 207
    • For CIO Professionals

      Report:Brief: A Clear Multicloud Strategy Delivers Business Value

      CIOs Should Embrace The Fact That Their Companies Use And Need More Than One Cloud Provider

      The systems of engagement driving today's business growth often exploit cloud computing to leverage its agility, flexibility, and cost-effectiveness. In isolation, each of these systems may depend on...

      • Downloads: 153
    • For Customer Experience Professionals

      Report:Brief: How Software Development Insourcing Can Speed Customer Experience Efforts

      Forward-Looking Firms Differentiate By Owning Technology Associated With Vital Customer Processes

      Companies as diverse as Delta Air Lines and Tesla Motors have recently announced plans to develop core business applications internally instead of buying packaged applications. Why? They believe that...

      • Downloads: 138
    • For CIO Professionals

      Report:European Tech Market Outlook, 2015 To 2016

      A Modest Improvement, Shadowed By A Strong Dollar

      CIOs in European countries can look forward to a slightly better tech market in 2015 and 2016. The European tech market has shown signs of moderate but sustained growth of 4% to 5% in euros. Aided by...

      • Downloads: 277
    • For Application Development & Delivery Professionals

      Report:B2B Order Management Bridges The Gap Between B2B eCommerce And ERP

      Create A B2B Order Management Strategy That Prioritizes Speed And Agility Over Economies Of Standardization

      Many eCommerce projects fail due to problems integrating front-office applications with back-office order tracking and execution. This "integration gap" is a particular challenge in B2B scenarios...

      • Downloads: 307
    • For CIO Professionals

      Report:Brief: The Industrial Internet May Not Need Its Own Cloud

      Industrial Giants Offer Cloud Solutions For Their Internet Of Important Things, Driving Better Customer Engagement

      The Internet of Things (IoT) combines data, connectivity, smart devices, and software. In manufacturing, leaders like General Electric (GE) describe new platforms optimized to the special...

      • Downloads: 203
    • For Enterprise Architecture Professionals

      Report:Marketing Your EA Program

      Change Management: The EA Practice Playbook

      Enterprise architecture (EA) programs seeking to embed themselves into the organization's decision-making must ensure stakeholders know what EA is and how they can benefit from it. Most of all, they...

      • Downloads: 1095
    • For Application Development & Delivery Professionals

      Report:API Design, Part 4: Future-Proof And Secure Your APIs To Fit Your Usage Scenarios

      Data Ownership Guides Security; Versioning Strategy And Open-Ended Design Protect Your APIs' Futures

      To fully exploit the business opportunity available through application programming interfaces (APIs), your designers must consider each API's purpose and audience as they answer a wide range of...

      • Downloads: 704
    • For Customer Experience Professionals

      Report:Executive Q&A: Customer Experience Rooms

      Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for improving experiences. For...

      • Downloads: 304
    • For Customer Experience Professionals

      Report:Brief: Boost Customer Experience With The Internet Of Things

      The Internet of Things is quickly moving from concept to reality as more and more new products ship with sensors and data connectivity built directly into them. The amount of data companies can...

      • Downloads: 194
    • For Application Development & Delivery Professionals

      Report:Build An Agile Customer Data Support Organization

      In a customer-centric world, designing, architecting, building, and deploying processes and applications based solely on business requirements no longer works. Leading organizations need to take an...

      • Downloads: 375
    • For CIO Professionals

      Report:US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

      Software Expansion Offsets Weak Hardware And Outsourcing Demand

      Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

      • Downloads: 463
    • For Application Development & Delivery Professionals

      Report:Vendor Landscape: Knowledge Management For Customer Engagement

      Eighteen Solutions For Delivering Differentiated Experiences

      Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

      • Downloads: 262
    • For CIO Professionals

      Report:Brief: Understanding Spark's Real Place In The Hadoop Landscape

      What CIOs Need To Know About Spark And Its Role In Their Data Strategies

      For many CIOs, Hadoop appears almost synonymous with the broader theme of big data. More recently, Spark has begun to attract interest, partly as an alternative to Hadoop's initial dependence on...

      • Downloads: 197
    • For eBusiness & Channel Strategy Professionals

      Report:Quick Take: Schwab's Intelligent Portfolios Will Squeeze Other Investment Managers

      Top Custodian Unveils Aggressively Priced Robo-Advice Platform For Independent Advisors

      Two weeks after launching its direct-to-consumer digital investment manager, Charles Schwab has unveiled a version for independent Registered Investment Advisors (RIAs) and their clients. Like its...

      • Downloads: 233
    • For B2C Marketing Professionals

      Report:CMOs Must Build An Affinity Channels Strategy To Reach New Audiences

      How To Navigate Fragmenting Media Audiences Across Niche, Focused Digital Media Networks

      Young demographic audiences, often described as Millennials or Gen Zers, are fragmenting across a new landscape of affinity-focused media channels built on YouTube including StyleHaul, Machinima,...

      • Downloads: 363
    • For CIO Professionals

      Report:The Forrester Wave™: Webconferencing, Q3 2013

      Cisco Systems, Saba Software, Adobe, IBM SmartCloud Meetings, And Microsoft Lead With Comprehensive Solutions

      In Forrester's 58-criteria evaluation of webconferencing products, we identified the 11 most significant products — Adobe Connect, AT&T Connect, Cisco WebEx, Citrix GoToMeeting, FuzeBox...

      • Downloads: 627
    • For Customer Experience Professionals

      Report:Executive Q&A: Learning Maps; Innovative Tools For Customer Experience Training

      Learning maps are large-scale visualizations that use data, graphics, and illustrations to tell a story. They are an increasingly popular training tool for companies that want to transform their...

      • Downloads: 302
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Luxury Goods Forecast, 2015 To 2020 (EU-7)

      ForecastView Spreadsheet

      The €46.9 billion luxury goods market in Europe captures over 30% of luxury goods sales worldwide, with a significant share of sales coming from Italy, France, and the UK. Luxury goods growth...

      • Downloads: 13
    • For Enterprise Architecture Professionals

      Report:Yes, Data Management Can Be Agile

      Processes: The Data Management Playbook

      Tech management pros must continually optimize a broad array of elements: business processes, application experiences, ecosystem relationships, and technology infrastructure. Within their domain,...

      • Downloads: 264