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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3827 results in Reports

    • For eBusiness & Channel Strategy Professionals

      Report:How Ready Is Your Commerce Platform For Responsive Web?

      An Analysis Of The Leading Commerce Suite Vendors' Responsive Web Maturity

      Delivering optimized commerce experiences across an increasingly diverse landscape of mobile, tablet, and desktop browsers is now an imperative for eBusiness teams. Responsive web design (RWD) has...

      • Downloads: 112
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Demandware Gears Up To Enter The Store

      Demandware's Acquisition Of Tomax Accelerates In-Store Ambitions, But Retailers Will Likely Take A "Wait and See" Approach

      Demandware announced on January 12 its intent to the acquire Tomax, a Salt Lake City-based provider of point-of-service (POS), store operations, and merchandising solutions, a decision that will...

      • Downloads: 89
    • For Security & Risk Professionals

      Report:Mobile Authentication: Is This My App? Is This My User?

      Strategy Deep Dive: The Mobile Security And Operations Playbook

      Mobile devices are everywhere: at work, in the hands of your customers, and with employees. Security and risk (S&R) professionals need to provide users with secure and seamless mobile access to...

      • Downloads: 692
    • For Customer Insights Professionals

      Report:Building Data Stewardship Is A New Customer Insights Imperative

      Organization: The Personal Identity And Data Management Playbook

      In anticipation of the increasing adoption of personal identity and data management (PIDM) tools and services, customer insights (CI) leaders will be held increasingly accountable for their...

      • Downloads: 452
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester SVMO Maturity Model

      The Forrester SVMO Maturity Model is designed to provide SVM professionals with a brief self-assessment tool that enables SVM organizations to evaluate their program maturity, articulate the...

      • Downloads: 52
    • For Enterprise Architecture Professionals

      Report:The State Of Application Rationalization

      Many enterprise architects (EAs) have been rationalizing application and technology portfolios for some time, and the experience shows. It is a stable, relatively successful initiative that engages...

      • Downloads: 529
    • For Customer Insights Professionals

      Report:Be A Loyalty Company, Not A Company With A Loyalty Program

      Vision: The Customer Loyalty Playbook

      Customer loyalty practices come with a lot of baggage: They have become synonymous with points, discounts, and rewards. But it's time for a reality check. Loyalty is both behavioral and emotional,...

      • Downloads: 255
    • For B2B Marketing Professionals

      Report:How Customer Activation Better Wins And Serves Business Buyers

      Customer-activated enterprises are firms that turn every customer interaction into new ways to differentiate experiences, deliver value, and capture value. Since marketing benefits the most when...

      • Downloads: 115
    • For eBusiness & Channel Strategy Professionals

      Report:Welcome To The Era Of Agile Commerce

      Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now...

      • Downloads: 4123
    • For Analyst Relations Professionals

      Report:Industry Analyst Relations And Influence

      Influence: The Industry Analyst Relations Playbook

      Most valuable AR programs rely, sometimes exclusively, on analysts enhancing the commercial fortunes of the vendors by influencing marketplace players like buyers, partners, journalists, and...

      • Downloads: 402
    • For Enterprise Architecture Professionals

      Report:Accelerate BPM Velocity With The Right Service Provider Strategy

      A Service Provider Ecosystem Helps Speed Value For BPM

      Business process management (BPM) as a discipline — combining methodology and technology — can take years to fully adopt. However, enterprise architects and business process leaders are...

      • Downloads: 240
    • For Application Development & Delivery Professionals

      Report:Transform The Contact Center For Customer Service Excellence

      Executive Overview: The Contact Centers For Customer Service Playbook

      Customers increasingly demand effortless customer service over a range of touchpoints and agent-assisted, self-service, digital, and social communication channels. Customer service executives face...

      • Downloads: 1458
    • For Sourcing & Vendor Management Professionals

      Report:Better Sourcing Can Improve Your Software ROI

      Many sourcing and vendor management (SVM) professionals see the problems with their firm's current approach to dealing with the major software providers, but lack the authority to transform it. This...

      • Downloads: 165
    • For Customer Insights Professionals

      Report:Landscape Portrait: Visual Social Networks And The Vendors That Make Them Useful

      Visual content is taking over social networks. In the past two years it has become more prominent on the mainstream networks Twitter and Facebook, while entirely new networks — Instagram,...

      • Downloads: 145
    • For Infrastructure & Operations Professionals

      Report:Inquiry Spotlight: Five Ways To Modernize Your Storage Strategy

      Cloud Storage, Flash Arrays, And Software-Defined Storage Take Center Stage

      Infrastructure and operations (I&O) professionals are struggling to evolve their infrastructure to meet the daunting scalability, performance, and rapid provisioning challenges created by the latest...

      • Downloads: 98
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of CRM In 2014

      The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

      • Downloads: 928
    • For Enterprise Architecture Professionals

      Report:The Forrester Wave™: E-Signatures, Q2 2013

      Electronic signatures are gaining momentum and becoming an increasingly popular topic of inquiries by Forrester clients. In retrospect, today's e-signature users will be seen as early adopters...

      • Downloads: 907
    • For Customer Insights Professionals

      Report:The Keys To A Social Intelligence Command Center

      If you represent a large consumer brand, consider a social intelligence command center — a dedicated resource for listening to the groundswell. A command center like this can improve your...

      • Downloads: 1555
    • For Customer Insights Professionals

      Report:Quick Take: New Pricing From Adobe Campaign Will Disrupt Email Marketing

      Adobe Seeds Its Marketing Cloud With Email, Forces Other Vendors To Follow Suit

      On November 12, 2013, Adobe announced flat-rate, profile-based pricing for Adobe Campaign — its email and cross-channel campaign management product. This move dispenses with the volume-based...

      • Downloads: 254
    • For Security & Risk Professionals

      Report:Structure Your Security Practice For Success

      Organization: The S&R Practice Playbook

      CISOs should be constantly evaluating the structure and make-up of their organization to make sure it aligns with business needs. Your staff and your reporting structure will determine whether you...

      • Downloads: 772
    • For Sourcing & Vendor Management Professionals

      Report:China's SAP Services Market Is In Flux

      Sales To SMBs And Expansion In Tier Three And Tier Four Cities Are The Market's Key Growth Engines

      The major SAP services customer base in China is evolving from large enterprises to small and medium-size businesses (SMBs) — an evolution that parallels SAP China's business transformation....

      • Downloads: 132
    • For CMO Professionals

      Report:Don't Let Muddled Messaging Compromise Customer Experience

      Accelerate Your Journey To Customer Obsession With Consistent Message Management

      Savvy CMOs know that contextual, relevant engagement helps their company connect with customers through all stages of the customer life cycle. But communication can become muddled as different...

      • Downloads: 139
    • For Customer Insights Professionals

      Report:Master Your Mobile Loyalty Moments

      Continuous Improvement: The Customer Loyalty Playbook

      Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments...

      • Downloads: 775
    • For Security & Risk Professionals

      Report:Forrester's Risk-Driven Identity And Access Management Process Framework

      Processes: The Identity And Access Management Playbook

      Identity and access management (IAM) processes have always been convoluted. They affect many people, systems, and organizations, and this complexity makes it difficult to protect against new or...

      • Downloads: 390
    • For Customer Experience Professionals

      Report:The State Of Customer Experience Management In Australia, 2014

      The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

      • Downloads: 141