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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45 results in Reports

  • Customer Relationship Management (CRM)
  • Application Development & Delivery
  • Past 12 months
  • For Application Development & Delivery Professionals

    Report:Behavioral Analytics Can Optimize Matching Contact Center Agents With Consumers

    Predictive Analytics Can Help Enterprises Better Match Customers To Agents To Grow Revenue, Reduce Costs, And Improve Satisfaction

    Part of the promise of online dating services like eHarmony and Match.com is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two...

    • Downloads: 44
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015

    Landscape: The Contact Centers For Customer Service Playbook

    Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these...

    • Downloads: 45
  • For Application Development & Delivery Professionals

    Report:Brief: Take Social Customer Service Beyond Your Own Walled Garden

    The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support channel....

    • Downloads: 54
  • For Application Development & Delivery Professionals

    Report:Moment-Of-Truth Best Practices In Retail And CPG

    Application development and delivery (AD&D) professionals have heard how mobile moments transform customer experience and how micro moments — critical windows of opportunity — are the...

    • Downloads: 68
  • For Application Development & Delivery Professionals

    Report:Brief: Real-Time Speech Analytics — Still More Sizzle Than Steak

    Most customer service organizations record phone interactions with their customers. If they get around to analyzing those recordings, whatever they find can't change the outcome of those calls...

    • Downloads: 63
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2015

    Vision: The CRM Playbook

    As organizations strive to succeed in the age of the customer and cope with digital disruptions, those responsible for customer-facing processes struggle with how to define customer relationship...

    • Downloads: 284
  • For Application Development & Delivery Professionals

    Report:Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

    Agent Tools Must Provide Process Guidance And Predictive Data

    A new generation of contact center agents has begun to vex application development and delivery (AD&D) professionals. The new agents seem reluctant to learn detailed product and service information...

    • Downloads: 80
  • 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: 381
  • For Application Development & Delivery Professionals

    Report:Trends 2015: 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. Changes such as the explosion of digital communications, mobility, and insights...

    • Downloads: 3236
  • For Application Development & Delivery Professionals

    Report:Market Overview: Enterprise Sales Force Automation Solutions

    Today's Solutions Are Changing The Nature Of Your Customers' Interactions With Your Sales Department

    The sales force automation (SFA) market is undergoing significant change with increasing emphasis on mobile sales capability, integration with other software products, real-time actionable insight,...

    • Downloads: 133
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report...

    • Downloads: 1088
  • For Application Development & Delivery Professionals

    Report:Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook

    Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

    • Downloads: 801
  • For Application Development & Delivery Professionals

    Report:Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook

    When application development and delivery (AD&D) professionals create a customer relationship management (CRM) road map, they need to evaluate alternative CRM tactics, identify and leverage synergies...

    • Downloads: 553
  • For Application Development & Delivery Professionals

    Report:Define Your Customer Relationship Management Plan

    Strategic Plan: The CRM Playbook

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you keep a laser focus on creating business value. Sound planning for CRM requires application...

    • Downloads: 747
  • 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: 360
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 414
  • For Application Development & Delivery Professionals

    Report:Better Customer Relationships Require Trusted Data

    High quality customer data is required to support every point in the customer journey. The right customer information in context allows companies to deliver positive customer experiences which can...

    • Downloads: 197
  • For Application Development & Delivery Professionals

    Report:Market Overview: Workforce Optimization Solutions

    10 Solutions For Managing And Optimizing Contact Center Resources

    Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer...

    • Downloads: 184
  • 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: 1396
  • 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. Application development and delivery (AD&D) pros supporting customer service operations...

    • Downloads: 486
  • For Application Development & Delivery Professionals

    Report:Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring...

    • Downloads: 371
  • For Application Development & Delivery Professionals

    Report:Quantify The Business Value Of CRM

    Business Case: The CRM Playbook

    Customer relationship management (CRM) initiatives must not only be technically sound but must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros...

    • Downloads: 923
  • For Application Development & Delivery Professionals

    Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    In the age of the customer, the transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers....

    • Downloads: 1828
  • For Application Development & Delivery Professionals

    Report:Forrester's Best Practices Framework For Customer Service Self-Assessment

    • Downloads: 123
  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

    • Downloads: 2753