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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59 results in Reports

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

    Report:CRM And Marketing Automation: Better Together

    Lead-To-Revenue Management Requires More Power Than Customer Relationship Management Offers

    Application development and delivery (AD&D) professionals who support marketing have traditionally leveraged CRM solutions to identify prospective customers and manage active deals. But buyers use an...

    • Downloads: 117
  • For Application Development & Delivery Professionals

    Report:Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

    • Downloads: 369
  • 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: 1271
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Large Organizations, Q1 2015

    Salesforce, SAP, Oracle, And Microsoft Lead A Mature Field Of Vendors

    In this Forrester Wave evaluation of customer relationship management (CRM) suites for enterprise organizations, we identified the nine most significant CRM suites solutions — Infor CRM...

    • Downloads: 343
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q1 2015

    Salesforce And Microsoft Lead A Mature Field Of Vendors

    In this Forrester Wave evaluation of customer relationship management (CRM) suites for midsize organizations, we identified the 10 most significant CRM suites solutions — Aptean Pivotal CRM,...

    • Downloads: 246
  • For Application Development & Delivery Professionals

    Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

    Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...

    • Downloads: 222
  • 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: 3610
  • 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: 176
  • 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: 435
  • 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: 408
  • 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: 178
  • 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: 862
  • 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: 601
  • 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: 809
  • 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: 389
  • 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: 457
  • 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: 227
  • 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: 1489
  • 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: 511
  • 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: 995
  • 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: 1872
  • For Application Development & Delivery Professionals

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

    • Downloads: 127
  • 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: 2815
  • 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 front-office business processes cannot afford failed technology initiatives. But how do...

    • Downloads: 425
  • For Application Development & Delivery Professionals

    Report:Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook

    Traversing the customer relationship management (CRM) technology landscape is challenging — particularly due to the rise of social computing, the increasing adoption of software-as-a-service...

    • Downloads: 1466