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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3865 results in Reports

    • For CIO Professionals

      Report:Brief: Making Sense Of The Digital Services Tsunami

      CIOs Must Navigate A Landscape Of Digital Relabeling

      At recent customer and analyst events, traditional consulting and systems integration providers — including Accenture, Capgemini, Cognizant, Deloitte Digital, Fujitsu, Infosys, NIIT...

      • Downloads: 305
    • For B2C Marketing Professionals

      Report:Digital Will Win The Day, But Which Channels Will Win Digital?

      ForecastView Document

      Forrester recently published updates to its US digital marketing forecasts, including search engine marketing, display advertising, social advertising, and email marketing. This report examines...

      • Downloads: 18
    • For eBusiness & Channel Strategy Professionals

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

      ForecastView Spreadsheet Q4 2014 Update

      Our US online retail forecast update in Q4 found a slightly faster uptake in eCommerce sales in 2014, which are projected to grow at an 11.1% compound annual growth rate (CAGR) by 2018. The increase...

      • Downloads: 39
    • For eBusiness & Channel Strategy Professionals

      Report:Prioritizing Online Access To In-Store Inventory

      Retailers Stand To Gain From Online Visibility Into In-Store Inventory And Buy Online/Pick Up In-Store Capabilities

      Multichannel retailers have made unprecedented investments in enabling omnichannel services. Giving customers the ability to view, reserve, and buy in-store inventory through the online channel for...

      • Downloads: 289
    • For B2C Marketing Professionals

      Report:Forrester Research Mobile Application Spending Forecast, 2014 To 2019 (US)

      ForecastView Spreadsheet

      US mobile app downloads represented 17% of the global total in 2014, and revenue from US app downloads and in-app purchases accounted for 20% of all worldwide spending, at $6 billion. As the largest...

      • Downloads: 5
    • For Sourcing & Vendor Management Professionals

      Report:Four Software Licensing Trends That Support Your Business Technology Agenda

      The software market has changed radically over the last three or four years, and the licensing landscape has changed with it. Trends such as big data, cloud, and mobile have undermined several common...

      • Downloads: 261
    • For CMO Professionals

      Report:Start To Build Your Ultimate Customer Relationship

      Digital Platforms Pave The Way For Others To Build Powerful Lifestyle-Enhancing Relationships

      Thanks to digital disruption, consumers have fully embraced a world where they use digital enablers to connect with companies more deeply than ever before. Digital platform providers like,...

      • Downloads: 444
    • For CIO Professionals

      Report:Use The Power Of B2B Digital Ecosystems

      CIOs Will Be Orchestrators Of Digital Ecosystems To Boost Innovation, Production, And Go-To-Market Capabilities

      Business-to-business (B2B) digital ecosystems drive a fundamental shift in the way companies cooperate and compete with one another. Through the continuous exchange of information and the...

      • Downloads: 169
    • For Infrastructure & Operations Professionals

      Report:Forrester's IT Infrastructure Maturity Assessment

      Forrester's IT infrastructure maturity assessment evaluates your current and desired state maturity across 24 key IT infrastructure elements within four top-level domains: oversight, people, process,...

      • Downloads: 83
    • For B2C Marketing Professionals

      Report:Forrester Research Search Engine Marketing Forecast, 2014 To 2019 (Western Europe), Q4 2014 Update

      ForecastView Spreadsheet Q4 2014 Update

      Part of ForecastView’s new-in-2014 biannual update cadence for many of our forecasts, this year-end update to our Western Europe search engine marketing forecast folds in updated data sources...

      • Downloads: 5
    • For Application Development & Delivery Professionals

      Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

      Assessment Framework: The Social Business And Collaboration Playbook

      Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

      • Downloads: 696
    • For Enterprise Architecture Professionals

      Report:Brief: Data Governance Disrupts The MDM Status Quo

      When data from internal and external sources collide, organizations get a better view and understanding of customers. But when old and new data management principles collide — as they do in...

      • Downloads: 282
    • For Enterprise Architecture Professionals

      Report:Revenue And Customers Shape The New Business Case For Process Excellence

      Business Case: The Business Process Management Playbook

      The business context for process excellence and business process management (BPM) has changed dramatically since the 2009-to-2010 recession. During the recession, BPM software and services saw...

      • Downloads: 110
    • For Enterprise Architecture Professionals

      Report:Great CX Strategies Need EA Insight

      EA Pros Must Influence And Shape Actionable CX Strategy

      A recent Forrester survey of customer experience (CX) professionals found that only 15% of CX initiatives are very or extremely effective. In many cases, there was little or no collaboration between...

      • Downloads: 116
    • For Application Development & Delivery Professionals

      Report:Unify The Digital Experience Across Touchpoints

      Create A Consistent Experience To Engage Customers

      Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles...

      • Downloads: 1578
    • For B2B Marketing Professionals

      Report:Best Practices For Software Pricing And Licensing

      Grow Your Software Products' Revenue By Aligning Pricing With How You Deliver Business Value, While Balancing Simplicity And Fairness

      Forrester speaks with dozens of software company executives each year who are finding it difficult to decide the best way to package and price their software products, especially as they move their...

      • Downloads: 314
    • For CIO Professionals

      Report:The Forrester Wave™: Hybrid² Integration, Q1 2014

      The 14 Providers Offering Four Or More Integration Technologies, Including Cloud-Based Integration

      In Forrester's 51-criteria evaluation of hybrid² integration vendors, we identified the 14 most significant middleware providers — Adeptia, Bosch Software Innovations (Bosch SI), Dell...

      • Downloads: 1424
    • For eBusiness & Channel Strategy Professionals

      Report:Polishing Up Your Products — Why PIM Really Matters

      Telling A Consistent And Engaging Product Story Is Imperative

      For decades, product data has been the lifeblood of many large enterprises. Now, in the age of the customer, eBusiness leaders and marketers are critically reliant not only on their product data, but...

      • Downloads: 225
    • For Sourcing & Vendor Management Professionals

      Report:SVM Glossary Of Terms — Q4 2013 Update

      The sourcing and vendor management (SVM) landscape is a complex one, with a variety of terms that are often used without a shared understanding. As a result, SVM teams and stakeholders may be saying...

      • Downloads: 409
    • For Security & Risk Professionals

      Report:Market Overview: Endpoint Encryption Technologies, Q1 2013

      Protect Your Sensitive Data With Endpoint Encryption

      Security and risk (S&R) professionals often turn to endpoint encryption technologies to protect corporate data, meet regulatory requirements, and prevent accidental data leaks. Full disk and...

      • Downloads: 510
    • For Sourcing & Vendor Management Professionals

      Report:The Forrester Wave™: BI Service Providers, Q4 2014

      The 12 BI Services Providers That Matter Most And How They Stack Up

      In Forrester's 30-criteria evaluation of business intelligence (BI) services providers, we identified the 12 most significant services providers in the category — Accenture, Capgemini,...

      • Downloads: 611
    • For CMO Professionals

      Report:Telecom Brands Are Not Connecting

      Technographics® TRUE Brand Compass: Telecom

      Customers' dissatisfaction with telecom providers is well documented. These firms are known for frustrating customers with confusing programming bundles, poor customer service, and opaque pricing....

      • Downloads: 216
    • For Application Development & Delivery Professionals

      Report:Reforming AD&D Organizations For Customer Obsession: The Three Models

      Organization: The Application Development Strategy, Structure, And Sourcing Playbook

      Intense demands for software to win, serve, and retain customers are driving new ways of organizing application development and delivery (AD&D) groups. Yesterday's shared-service AD&D organizations...

      • Downloads: 216
    • For Infrastructure & Operations Professionals

      Report:Nationwide Building Society Uses Cost Transparency To Achieve Customer Obsession

      Case Study: How CIO Debra Bailey Transformed Her TM Organization From Service Provider To Business Partner

      Nationwide Building Society's excellent customer service has enabled it to challenge far bigger UK banks for consumers' business. But it isn't sitting still: Nationwide is thriving in the age of the...

      • Downloads: 65
    • For B2C Marketing Professionals

      Report:Forrester Research Online Display Advertising Forecast, 2014 To 2019 (Western Europe), Q4 2014 Update

      ForecastView Spreadsheet Q4 2014 Update

      Part of ForecastView’s new-in-2014 biannual update cadence for many of our forecasts, this year-end update to our Western Europe online display advertising forecast folds in updated data...

      • Downloads: 12