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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317 results in Reports

  • Customer Service Solutions
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Don't Make Your Customers Call You For Service

    Invest In Self-Service And Low-Friction Channels To Gain Customer Loyalty

    Customers increasingly use web and mobile as a first point of contact for customer service. Across all generations, they also increasingly rely on digital channels like chat. Customers expect...

    • Downloads: 169
  • 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: 1434
  • For CIO Professionals

    Report:The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

    • Downloads: 191
  • 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: 121
  • 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: 105
  • 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: 1644
  • 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: 2029
  • 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 eBusiness & Channel Strategy Professionals

    Report:20 Startups All Retail eBusiness Executives Should Know In 2016

    Retail eBusiness executives are constantly bombarded with technology companies offering new and differentiated solutions. To answer the question "Which companies in retail are most interesting?" we...

    • Downloads: 272
  • 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: 367
  • 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: 4594
  • 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: 265
  • 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: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 eBusiness & Channel Strategy Professionals

    Report:Get Better Results — Virtual Agents Are Key To Improving Site Search

    As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same pace....

    • Downloads: 153
  • For B2C Marketing Professionals

    Report:Predictions 2016: Social Gets Reinforcements

    Social Marketers Will Partner With Colleagues In Customer Service And Media Buying

    Both consumers and marketers love to use social media — but brands still struggle to get value from the big social networks. In 2016, social marketers won't just refocus their efforts on...

    • Downloads: 219
  • 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: 195
  • 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
  • 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: 158
  • For Security & Risk Professionals

    Report:Forrester's Customer IAM Security Maturity Model

    Customer identity and access management (IAM) is essential to providing customers an easy-to-use, easy-to-administer, cost-effective, and most importantly, secure, experience. This Customer IAM...

    • Downloads: 50
  • 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: 1558
  • 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: 440