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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869 results in Reports

  • Customer Relationship Management (CRM)
  • For Application Development & Delivery Professionals

    Report:Brief: Six Trends Are Shaping CRM Adoption In India

    When Prioritizing CRM Investments, Focus On Improving Agility And Aligning With Customer Journeys

    The age of the customer has finally caught up with the Indian enterprise, and the need to address imperatives such as delivering digital experiences has grown in support of a business technology (BT)...

    • Downloads: 1
  • For eBusiness & Channel Strategy Professionals

    Report:It's Only The First Inning Of Omnichannel Retail

    Vision: The Omnichannel Commerce Playbook

    Omnichannel retail is still in its early days. Most eBusiness leaders who are investing in "omnichannel" are typically looking to fulfillment tactics like "endless aisle" in stores and in-store...

    • Downloads: 52
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2016

    Vision: The CRM Playbook

    In the age of the customer, good customer experiences are the only source of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block in...

    • Downloads: 121
  • For B2C Marketing Professionals

    Report:Brief: Unleash Social's True Value By Extending Your Focus Beyond Brand Monitoring

    Learn From Asia Pacific Firms Using Social Media To Build Lasting Customer Relationships

    Asia Pacific marketers are missing out on valuable social marketing opportunities, such as providing proactive social care and building social relationships, by limiting its usage mostly to...

    • Downloads: 33
  • For Infrastructure & Operations Professionals

    Report:Brief: Ignite Your Workforce Experience With Your Service Desk

    How To Measure Your Workforce Experience In The Future

    Ensuring a positive service desk experience means minimizing the effort that your workforce expends to get help. Don't make employees jump through hoops to reach you because you're too focused on...

    • Downloads: 64
  • For Customer Insights Professionals

    Report:Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data. In fact, Forrester believes...

    • Downloads: 640
  • For Application Development & Delivery Professionals

    Report:Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. We...

    • Downloads: 563
  • For Enterprise Architecture Professionals

    Report:Brief: Adaptive Intelligence Powers The Data Economy In China

    Embrace Real-Time Multidirectional Data Sharing To Deliver Customer Obsession

    Companies used to leverage their internal data assets for the sole purpose of understanding their customers, partners, and market landscape. But in the age of the customer, they must take a more open...

    • Downloads: 55
  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social computing...

    • Downloads: 3032
  • For Application Development & Delivery Professionals

    Report:Trends 2016: The Future Of Customer Service

    Vision: The Contact Centers For Customer Service Playbook

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are...

    • Downloads: 4292
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Digital Experience Portals

    Legacy Portal Technologies Have Emotional Baggage, While Digital Experience Portal Scenarios Are Red-Hot And Demand Investment

    Portal technologies may seem passé, but in reality they are critical to delivering secure web and mobile experiences on top of back-end and transaction systems of record. They must be part of...

    • Downloads: 150
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Digital Services Providers For Microsoft Dynamics CRM And AX

    How To Select A Microsoft Dynamics Implementation Partner For The Digital Enterprise

    Microsoft continues to gain traction in the business applications market for large enterprises — with Dynamics AX and Dynamics CRM. Large enterprises are deploying these products in...

    • Downloads: 79
  • For Application Development & Delivery Professionals

    Report:Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

    • Downloads: 539
  • For Application Development & Delivery Professionals

    Report:TechRadar™: The Extended CRM Technology Ecosystem, Q4 2015

    Applications Stimulate Innovation, But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

    Customer loyalty through deeper engagement and differentiated experiences continues to be a critical priority. Customer relationship management (CRM) technology has evolved, particularly in light of...

    • Downloads: 170
  • For B2C Marketing Professionals

    Report:Build Customer Relationships With Social Customer Care

    Customer Conversations Are The Gateway To Social Relationships

    How can B2C marketers provide value for customers within social media and cultivate a relationship with them? This report explains how social customer care can help customers in their time of need...

    • Downloads: 113
  • For B2C Marketing Professionals

    Report:Q&A: The Marketer's Guide To Launching Social Proactive Care

    Eight Critical Questions To Consider Before Starting

    Do you know how to get the most out of your customers' social conversations? This report answers common questions about how B2C marketers can get started with proactive social customer care. We...

    • Downloads: 70
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud,...

    • Downloads: 146
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

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

    In Forrester's 36-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Freshdesk,...

    • Downloads: 70
  • For Customer Insights Professionals

    Report:It's Time To Raise The Bar With Analytics

    Assessment: The Customer Analytics Playbook

    Customer analytics allows marketers to get smarter about customer behavior using advanced analytical and statistical methods. Although the science and math behind the analytics are key to success,...

    • Downloads: 1172
  • For Customer Experience Professionals

    Report:Can Customer Experience Management Technology Help You Govern CX?

    Tools And Technology: The Customer Experience Ecosystem Playbook

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually help CX pros with the difficult...

    • Downloads: 175
  • For Application Development & Delivery Professionals

    Report:Use The AGE Gauge To Evaluate New Customer Service Technologies

    Ambient Knowledge, Guided Process, And Embedded Service Experiences Power Customer-Obsessed Service

    Customers — particularly Millennial customers — have expanded their use of digital customer service channels. Application development and delivery (AD&D) pros must make technology...

    • Downloads: 61
  • For Security & Risk Professionals

    Report:Lessons Learned From The World's Biggest Customer Data Breaches And Privacy Incidents, 2015

    Continuous Improvement: The Data Security And Privacy Playbook

    Breaking news of a massive customer breach dominates headlines for days. However, months and even years later, affected customers still struggle with the aftermath and firms are still absorbing the...

    • Downloads: 283
  • For eBusiness & Channel Strategy Professionals

    Report:Get Better Results — Virtual Agents Are Key To Improving Site Search

    As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same pace....

    • Downloads: 101
  • For CIO Professionals

    Report:Brief: CIOs Must Overcome Five Barriers To Digital Business Mastery

    Transforming toward digital mastery is a challenge, and many companies face additional barriers resulting from their past successes and failures. These organizational dysfunctions get in the way of...

    • Downloads: 229
  • For Security & Risk Professionals

    Report:Build A Privacy Organization For Consumer Data Management

    Organization: The Data Security And Privacy Playbook

    How companies handle and protect consumer data privacy is much more than a compliance issue. Privacy is a competitive differentiator, and firms that fail to have a cohesive privacy strategy and...

    • Downloads: 96