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.

Refine your results

Date Range

Role

Methodology

Industry

Market Imperatives

Region

Vendor

Analyst

305 results in Reports

  • Customer Service Solutions
  • 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...

    • For Application Development & Delivery Professionals

      Report:Vendor Landscape: Contact Center Interaction Management

      Contact Center Technology Continues To Evolve To Integrated Suites

      Serving the digital consumer by moving to a full omnichannel contact center has become an imperative, not a luxury. Vendors supplying contact center interaction management (CCIM) software continue to...

      • Downloads: 89
    • 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: 567
    • For Application Development & Delivery Professionals

      Report:Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

      Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one...

      • Downloads: 47
    • For Application Development & Delivery Professionals

      Report:Use Outsourcers To Build Your Omnichannel Customer Service Future

      Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores

      Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social....

      • Downloads: 118
    • For Application Development & Delivery Professionals

      Report:Brief: A Focus On Cloud And The Age Of The Customer Power A Revived Aspect Software

      Aspect Software, long thought of as a moribund player in the contact center technology market, brought in a new management team a little over two years ago to right the ship. Now that the new team...

      • Downloads: 43
    • For Application Development & Delivery Professionals

      Report:Market Overview: Chat Solutions For Customer Service

      Twenty-One Solutions For Delivering Differentiated Experiences

      Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

      • Downloads: 1005
    • 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: 1018
    • For Application Development & Delivery Professionals

      Report:Quantify The Business Value Of CRM

      Business Case: The CRM Playbook

      CRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects must...

      • Downloads: 1176
    • 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 communication channels. Customer service executives face the constant challenge of simultaneously meeting...

      • Downloads: 1684
    • For Application Development & Delivery Professionals

      Report:How To Measure And Improve The Contact Center Agent Experience

      Contact center agents can have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. What is less straightforward is how application...

      • Downloads: 133
    • 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: 471
    • 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: 1376
    • 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: 3828
    • For Security & Risk Professionals

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

      Tools And Technology: The S&R Practice Playbook

      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: 313
    • 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: 196
    • 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: 310
    • 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: 114
    • 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: 118
    • 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: 298
    • 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: 296
    • 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: 434
    • 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: 495
    • 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: 294
    • 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: 245