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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112 results in Reports

  • Consumer Electronics & Technology
  • For Marketing Leadership Professionals

    Report:Smart Body, Smart World

    Sensors, Algorithms, And Psychology Will Power The Next Phase Of Personal Computing

    Sensor-laden devices (SLDs) such as wearables and embedded devices — sometimes called "the Internet of Things" — will drive the next phase of growth in personal computing and have the...

    • Downloads: 959
  • For Application Development & Delivery Professionals

    Report:Five Lessons For Achieving Successful Digital Customer Experience Technology Results

    The Age Of The Customer Gives AD&D Professionals A Chance To Lead The Transformation To A Winning, Customer-First Strategy

    In the age of the customer, application development and delivery (AD&D) pros must deliver digital customer experience technology that helps put a smile on the customer's face and drives business...

    • Downloads: 375
  • For CMO Professionals

    Report:Innovative Consumer Technology Brands Win The Battle For Mindshare

    Technographics® TRUE Brand Compass: Consumer Technology

    The consumer technology business is traditionally product-driven. But in today's competitive marketplace, chief marketing officers (CMOs) in this sector need to pay attention to their brand resonance...

    • Downloads: 308
  • For Marketing Leadership Professionals

    Report:How Online Video Will Challenge DVRs' Role

    Advertisers Must Now Prepare For A Multiplatform Video Ecosystem

    Digital video recorders (DVRs) have become popular devices with consumers who want to control their television viewing, but today, online streaming services make it possible for viewers to get their...

    • Downloads: 331
  • For CIO Professionals

    Report:Brief: Embedded Systems Close The Experience Gap In Connected Cars

    Tech Mahindra Enables The Connected Aftermarket For Cars

    Over the past few years, automotive firms have invested heavily into creating great customer experiences around the process of choosing and buying cars. But once a car is sold, automakers tend to...

    • Downloads: 110
  • For Marketing Leadership Professionals

    Report:Emerging Touchpoints Require A Marketing Mind Shift

    Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to...

    • Downloads: 787
  • For CIO Professionals

    Report:US Tech Market Outlook For 2013 And 2014: Better Times Ahead

    We Forecast 6% ICT Spending Growth For Both Years

    US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...

    • Downloads: 967
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2012, China

    Asia Pacific Consumer Technographics®

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, metropolitan Chinese consumers are enthusiastic mobile owners and social...

    • Downloads: 85
  • For Marketing Leadership Professionals

    Report:The Rise Of Post-PC Productivity

    App Innovators Disrupt The Value Chain Of PC-Era Software Giants

    Post-PC devices such as smartphones and tablets inspire new productivity scenarios, and their app stores introduce new ways to distribute and monetize software. Billions of dollars are at stake:...

    • Downloads: 520
  • For CIO Professionals

    Report:The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

    • Downloads: 1287
  • For Marketing Leadership Professionals

    Report:US Young Professionals: A Demographic Overview

    North American Technographics®

    In this demographic overview, we take a look at US young professionals — an ambitious group that seems to embody the "work hard, play hard" lifestyle. Forrester defines young professionals as...

    • Downloads: 89
  • For Marketing Leadership Professionals

    Report:Forrester Research World Tablet Adoption Forecast, 2012 To 2017 (Global)

    ForecastView Spreadsheet

    Global sales and installed base for tablet devices in 53 countries. Breaks out installed base of consumer- and business-owned tablets by country and new and replacement tablet sales. Also...

    • Downloads: 6
  • For Marketing Leadership Professionals

    Report:Forrester Research Pay TV Forecast, 2013 To 2018 (US)

    ForecastView Spreadsheet

    TV households by subscription service, including cable, satellite, telco, and free/online TV as well as DVR households by service. Also includes online pay TV households that pay for an online TV...

    • Downloads: 4
  • For Customer Insights Professionals

    Report:The Apple Watch: What Makes Consumers Tick?

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

    The unveiling of the Apple Watch on September 9, 2014 left consumers and industry analysts with more questions than answers. For example, after the sluggish sales of smartwatch predecessors, such as...

    • Downloads: 33
  • For Marketing Leadership Professionals

    Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific, 2012

    Asia Pacific Technographics®

    For the past seven years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. As in recent years, this dedicated report helps companies understand the online and...

    • Downloads: 84
  • For Marketing Leadership Professionals

    Report:The Increasing Sophistication Of The Digital Home

    North American Consumer Technographics®

    The US digital home has undergone major disruption in the past decade. Five years ago, the digital home was just starting to see the early stages of consumer home networking; today, the digital home...

    • Downloads: 138
  • For Marketing Leadership Professionals

    Report:Wearable Computing

    The Next Devices And Platforms That Matter To Your Product Strategy

    Consumers are adopting technology faster than ever: Witness the rapid mainstreaming of devices such as the Apple iPad and Microsoft Kinect for Xbox 360. Wearable devices will be next, but right now...

    • Downloads: 977
  • For Customer Experience Professionals

    Report:Build Seamless Experiences Now

    Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement

    Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is...

    • Downloads: 740
  • For Marketing Leadership Professionals

    Report:Understanding The Changing Needs Of US Online Consumers, 2012

    North American Consumer Technographics®

    US consumers today are exposed to more kinds of connected devices than ever before. Consumers associate the terms "going online" or "using the Internet" with devices like laptops and desktops. Social...

    • Downloads: 190
  • For Marketing Leadership Professionals

    Report:The State Of Consumers And Technology: Benchmark 2014, US

    North American Consumer Technographics®

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our data...

    • Downloads: 128
  • For Marketing Leadership Professionals

    Report:An Overview Of Online Consumers In Argentina

    Latin American Consumer Technographics®

    Latin America is on the priority list of many global companies. This is not surprising given the meteoric rise of social networks like Facebook and Twitter and Latin Americans' willingness to connect...

    • Downloads: 50
  • For Customer Insights Professionals

    Report:Understanding The Psychology Of Technology Adoption With A Multimethodology Approach

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

    Forrester has been studying the life cycle of consumer technology adoption since the inception of our Consumer Technographics studies in 1997. Over the years, the pace of innovation has accelerated...

    • Downloads: 54
  • For Marketing Leadership Professionals

    Report:Forrester Research World eReader And eBook Forecast, 2012 To 2017 (Global)

    ForecastView Spreadsheet

    Global sales and installed base of eReader devices in 53 countries. Also includes total book (physical and digital) and eBook spending for each country. Includes historical data back to 2010 plus a...

    • Downloads: 5
  • For Marketing Leadership Professionals

    Report:Harness The Power Of The Second Screen

    When And How It Makes Sense For Marketers To Integrate Second-Screen Experiences Into Their Plans

    Consumers today are rarely without a mobile, tablet, or laptop device close to hand, even when engaged in other activities such as watching TV. Being active on these second screens is now a normal...

    • Downloads: 224
  • For CIO Professionals

    Report:Quick Take: Connected-Home News Obscures Advances In Offerings For A Broader Audience

    iControl, Insteon, And Microsoft Push Connected-Home Solutions — But Need To Add Simple Devices That Solve Mobile Moments

    Last week, iControl Networks touted new customer survey data on smart-home systems, while Insteon announced the first connected-home solution kits and modules tailored for and codeveloped with...

    • Downloads: 224