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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6 results in Reports

  • Customer Service Solutions
  • eBusiness & Channel Strategy
  • Past 12 months
  • 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: 221
  • 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: 193
  • 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: 279
  • 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: 245
  • For eBusiness & Channel Strategy Professionals

    Report:Demands For Effortless Service Must Influence Your Customer Strategy

    Consumers of all generations demand effortless service. They want to use self-service communication channels to quickly get answers to their questions; move between communication channels during a...

    • Downloads: 315
  • For eBusiness & Channel Strategy Professionals

    Report:2014 European Online Banking Functionality Benchmark

    mBank Offers The Most Extensive Secure Site Functionality

    Digital teams at banks should continuously evaluate their secure websites to look for improvements to online banking content and functionality. These teams want to know how their online banking...

    • Downloads: 286