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 B2C Marketing Professionals

    Report:Maximize Walled Gardens Without Sacrificing Customer Intelligence

    Marketers Negotiate The Tradeoff Between Data Accuracy And Ownership In Their Bid To Achieve Customer Centricity

    A lot of ink has been spilled over the ascendance of media walled gardens in 2015. Their proposition is compelling: using deterministic customer identifications, companies like Google and Facebook...

    • Downloads: 27
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service...

    • Downloads: 1611
  • 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. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester's...

    • Downloads: 1983
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Customer service application pros must invest in modernizing their technology, and...

    • Downloads: 693
  • For Customer Experience Professionals

    Report:Brief: What The World Can Learn from Japan's Exquisite Service Culture

    Anticipation And Empathy Play A Central Role In Customer Service

    In Japan's exquisite and impressive service culture, the host bestows a selfless sense of respect and gratitude upon every customer. But from the perspective of customer experience (CX) management...

    • Downloads: 65
  • For CIO Professionals

    Report:Turn Data Monotony Into Data Mastery: Cultivate An Insights-Driven Culture

    A RoleView Report Using Forrester's Technographics® 360 Methodology

    Employees worldwide constantly engage with data, and they perceive it to be central to their daily work. Their companies urgently execute on data-driven strategies in a race for better and faster...

    • Downloads: 2
  • For Enterprise Architecture Professionals

    Report:A Technology Guide To Turn Data Into Customer-Obsessed Action

    Leverage Forrester's Data, Analytics, And Insight-To-Action Technology Research To Become Customer-Obsessed

    All the market noise about data and analytics misses an important idea — your business cares about changing outcomes, and data and analytics are simply a means to that end. But knowing what type of...

    • Downloads: 148
  • For CIO Professionals

    Report:2016 Technology Imperatives For US Healthcare Providers

    The Age Of The Customer Upends The US Healthcare Tech Agenda

    Industries ranging from retail and financial services to airlines and consumer products firms have embraced the age of the customer and pivoted their technology agendas accordingly. This shift has...

    • Downloads: 1287
  • For eBusiness & Channel Strategy Professionals

    Report:20 Startups All Retail eBusiness Executives Should Know In 2016

    Retail eBusiness executives are constantly bombarded with technology companies offering new and differentiated solutions. To answer the question "Which companies in retail are most interesting?" we...

    • Downloads: 245
  • For Application Development & Delivery Professionals

    Report:Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook

    We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's...

    • Downloads: 2280
  • For Application Development & Delivery Professionals

    Report:Your Customers Don't Want To Call You

    Invest In Self-Service And Low-Friction Channels In Your Contact Center

    Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like...

    • Downloads: 335
  • For Application Development & Delivery Professionals

    Report:Mitigate CRM Risks With Sound Deployment Practices

    Processes: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

    • Downloads: 535
  • For Application Development & Delivery Professionals

    Report:CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    There's too much at stake today to have a failed customer relationship management (CRM) initiative on your hands. CRM success resides squarely in its adoption. Failure results in underutilized...

    • Downloads: 637
  • 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: 41
  • 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: 255
  • 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: 285
  • 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: 49
  • 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: 106
  • 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: 677
  • 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: 638
  • 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: 72
  • 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: 3122
  • 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: 4520
  • 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: 236
  • 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: 133