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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48 results in Reports

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

    Report:Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

    • Downloads: 1823
  • 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 also answer this question: What will we get for our money? This report describes how application...

    • Downloads: 1430
  • For Application Development & Delivery Professionals

    Report:Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out

    One out of every nine people on the planet uses Facebook Messenger in a given month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

    • Downloads: 115
  • For Application Development & Delivery Professionals

    Report:Customers Self-Serve As A First Point Of Contact For Customer Service

    Adopt Five Best Practices To Drive Self-Service Knowledge Success

    Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provides...

    • Downloads: 104
  • 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: 1643
  • 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: 2023
  • 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: 709
  • 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: 2302
  • 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: 365
  • 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: 539
  • 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: 646
  • 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: 42
  • 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: 304
  • 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: 646
  • 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: 3137
  • 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: 4587
  • 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 your...

    • Downloads: 261
  • 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 enterprisewide...

    • Downloads: 143
  • 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: 588
  • 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: 266
  • 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: 299
  • 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: 129
  • 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: 91
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Interactive Voice Response Solutions

    Make IVRs A Strategic Component, Not Just A Necessary Evil

    Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in...

    • Downloads: 193
  • 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: 518