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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7 results in Reports

  • Customer Relationship Management (CRM)
  • Client Choice
  • For Customer Insights Professionals

    Report:The Customer Database Amps Up Its Influence

    Findings From Forrester's Recent State Of The Customer Database Study

    The customer database — initially built in most organizations to support direct marketing (DM) — is increasingly being used far beyond its original purpose. As an update to a 2005 study,...

    • Downloads: 550
  • For Infrastructure & Operations Professionals

    Report:Contact Center Metrics Redefined

    Traditional Metrics May Fall Short In Delivering Needed Information

    Contact center operations professionals often rely on traditional metrics — such as average speed of answer and call handling times — to determine the effectiveness of their operations....

    • Downloads: 810
  • For B2B Marketing Professionals

    Report:B2B Marketers Dip A Toe Into Emerging Tactics

    Further Adoption Hinges On Evidence Of Customer Use And Peer Success

    Business-to-business (B2B) marketers are using interactive tactics to chart new, unfamiliar waters. They are beginning to see how interactive marketing lets them target buyers more precisely, measure...

    • Downloads: 297
  • For B2B Marketing Professionals

    Report:Why B2B Sales Teams Need Marketing Portals

    Dashboards, Team Collaboration, And Content Libraries Boost Sales Productivity

    Today's sales portals fall short of their potential. They amount to little more than a collection of disconnected dashboards and hyperlinks that sales reps must jump between to see a complete picture...

    • Downloads: 617
  • For B2C Marketing Professionals

    Report:Maturing Your Interactive Marketing Organization

    Start With The Organizational Model That Fits Your Business

    Interactive marketing is finally gaining executive attention. But, while budgets and expectations for interactive marketing programs are on the rise, supporting organizational structures are ad hoc...

    • Downloads: 603
  • For CMO Professionals

    Report:How To Improve Marketing's Internal Credibility

    Three Keys Set The Stage For Reinvention

    Marketing leaders are starting to take steps to reinvent their organizations in order to drive long-term success. But they are discovering that they lack the internal capital required to lead change....

    • Downloads: 474
  • For B2C Marketing Professionals

    Report:The ROI Of Blogging

    The "Why" And "How" Of External Blogging Accountability

    Many large companies stand on the brink of blogging, yet they are unwilling to take the plunge. Others, having dove in early, now face the challenge of managing existing blogs without the ability to...

    • Downloads: 922