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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300 results in Reports

  • Customer Service Solutions
  • 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: 3447
  • For Security & Risk Professionals

    Report:Top Security And Risk Priorities For The Business Technology Agenda

    Fail To Preserve Customer Trust And Watch Your Firm's Competitive Strengths And Revenue Disappear

    Digital businesses cannot succeed in today's competitive environment if they don't protect their customers from cybercriminals and fraudsters, safeguard their firm's intellectual property from...

    • Downloads: 158
  • 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: 121
  • 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: 109
  • 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: 73
  • 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: 80
  • For Infrastructure & Operations Professionals

    Report:Top Technologies For The Infrastructure & Operations BT Agenda

    Your company's only route to sustainable competitive advantage is to deliver a superior customer experience. Because your customers, channels, competitors, and coveted talent are digital, your...

    • Downloads: 153
  • For eBusiness & Channel Strategy Professionals

    Report:Channel Management: Core To Your Customer Service Strategy

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

    • Downloads: 197
  • 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: 388
  • 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: 1110
  • 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: 824
  • 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: 428
  • 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: 205
  • 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: 1433
  • For eBusiness & Channel Strategy Professionals

    Report:Good Alone, Better Together: Integrating Chat And Virtual Agents

    Creating Seamless Customer Service Interactions Is Key To Meeting Customer Expectations

    Increasingly, organizations are turning to live chat and virtual agent tools in order to keep pace with the ever-demanding consumer. And for good reason: the ability to scale immediate, contextual...

    • Downloads: 175
  • 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: 497
  • 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: 383
  • 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: 949
  • For eBusiness & Channel Strategy Professionals

    Report:The Six Key Elements Of Proactive Chat

    Evolve Proactive Chat To Proactive Engagement

    Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

    • Downloads: 265
  • 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: 1852
  • For eBusiness & Channel Strategy Professionals

    Report:The Business Case For Virtual Agents

    Why A Personalized Virtual Agent Is The Right Tool For Today's Self-Service Driven Consumer

    Virtual agents have evolved from simple, self-service chat-bots to today's personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness...

    • Downloads: 237
  • 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: 2779
  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook

    This report outlines the road map planning of Forrester's solution for application development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

    • Downloads: 777
  • For CIO Professionals

    Report:Top Technologies For Your BT Agenda

    Tools And Technology: The Business Technology Agenda Playbook

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Business execs know this, but they don't think that their...

    • Downloads: 491
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 300