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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55 results in Reports

  • Customer Relationship Management (CRM)
  • Application Development & Delivery
  • Past 12 months
  • 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: 97
  • 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: 553
  • 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: 3027
  • 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: 4277
  • 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: 137
  • 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: 78
  • 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: 160
  • 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: 141
  • 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: 67
  • 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 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: 119
  • 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: 495
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Social Customer Service Solutions

    Choose Your Social Tools To Match Your Organization's Style Of Work

    Customers have made it clear: They want to interact with companies via social media channels. Many customers, especially younger ones, also want to receive customer service via social channels. The...

    • Downloads: 102
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    Strategic Plan: The Contact Centers For Customer Service Playbook

    As enterprises strive to offer better customer experiences, they need to drive organizational and operational change into contact center architectural design. Today's challenge is not only...

    • Downloads: 1479
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 388
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Knowledge Management For Customer Engagement

    Eighteen Solutions For Delivering Differentiated Experiences

    Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

    • Downloads: 181
  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

    • Downloads: 843
  • For Application Development & Delivery Professionals

    Report:Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead

    CRM technologies are mature, and companies leverage them heavily to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. Today, business...

    • Downloads: 181
  • 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: 2095
  • For Application Development & Delivery Professionals

    Report:Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook

    The CRM technology landscape is tough, due to the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide mobile...

    • Downloads: 1747
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook For 2015

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 2159
  • For Application Development & Delivery Professionals

    Report:Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook For 2015

    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: 753
  • For Application Development & Delivery Professionals

    Report:Weave Support For Text Chat Into Your Omnichannel Customer Service Strategy

    Text Messaging Is The "Non-App" Application For Customer Service

    Application development and delivery (AD&D) professionals face a distinct challenge serving the increasingly mobile customer. Getting consumers to download, install, and regularly use mobile...

    • Downloads: 197
  • For Application Development & Delivery Professionals

    Report:Digital Experience Technology Integration: Go Beyond Just A Basket Of Solutions

    Tools And Technology: The Digital Experience Delivery Playbook

    Technical integration is a major pain point for application development and delivery (AD&D) professionals supporting digital experience (DX). While vendor platforms increasingly want to tell an...

    • Downloads: 2005