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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106 results in Reports

  • Consumer Electronics & Technology
  • For B2C Marketing Professionals

    Report:Forrester Research Connected Devices Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet

    Adoption and ownership of game console devices, Blu-ray Disc players, and HDTVs among US households. Includes unit sales and installed base of: 1) game consoles (PS3, Xbox 360, Wii, etc.) by...

    • Downloads: 10
  • For CMO Professionals

    Report:Brief: Microsoft HoloLens Changes Everything With The Next Natural Computing Interface

    CMOs Will Have To Support The Digital Experiences That Holographic Computing Enables

    With the launch of its Windows 10 operating system, Microsoft revealed an unexpected aspect of the new Windows 10 platform: a holographic interface that will launch with a dedicated headset called...

    • Downloads: 145
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2551
  • For Customer Experience Professionals

    Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

    Google Nexus and Microsoft Surface Force OEMs To Up Their Games

    Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

    • Downloads: 278
  • For Application Development & Delivery Professionals

    Report:Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

    • Downloads: 298
  • For Enterprise Architecture Professionals

    Report:The Top Emerging Technologies To Watch: Now Through 2020

    Make These Emerging Technologies Part Of Your BT Agenda

    Emerging technology plays a big role in firms' profitability and their customers' digital experiences. Yet enterprise architects struggle with the speed of new technology delivery and constantly...

    • Downloads: 1557
  • For B2C Marketing Professionals

    Report:Millennials: A Demographic Overview

    North American Consumer Technographics®

    In this demographic overview, we analyze Millennials, those consumers born in the 1980s and mid-1990s who are ages 18 to 34 — a group that has grown up with online shopping, smartphones, and...

    • Downloads: 104
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, Canada

    North American Consumer Technographics®

    This report provides an overview of Canadian online consumers' media consumption and consumer technology behaviors, broken out by age group. Our analysis shows that the youngest Canadian consumers...

    • Downloads: 112
  • For CIO Professionals

    Report:The Top Emerging Technologies Through 2020 — The CIO Perspective

    CIOs Need To Make Emerging Technologies Part Of Their BT Agenda

    In today's competitive environment, investing in business technologies is central to companies' ability to win, serve, and retain customers. Companies that create and lead in new disruptive business...

    • Downloads: 660
  • For Customer Insights Professionals

    Report:Forrester Research World Online Population Forecast, 2014 To 2019 (Global)

    ForecastView Spreadsheet

    Internet access has become nearly ubiquitous in many Western countries, where penetration rates today reach as high as 90% of the population. However, robust growth in Asia Pacific, the Middle East,...

    • Downloads: 5
  • For B2C Marketing Professionals

    Report:Reasons For US Advertising Spending Shift From Offline To Online Media

    ForecastView Document

    Forrester recently published our online display, paid search, and social media advertising forecasts in the US. As per Forrester estimates, total US online spending, which includes online display,...

    • Downloads: 19
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 377
  • For B2C Marketing 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: 91
  • 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: 165
  • For B2C Marketing Professionals

    Report:Customer Life-Cycle Industry Overview: Consumer Electronics

    A Consumer Technographics® Report

    A range of different motivations may inspire a consumer's decision to purchase a consumer electronics device: While some technology mavens know of the latest product through community interest groups...

    • Downloads: 71
  • For B2C Marketing 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: 237
  • For CIO Professionals

    Report:Quick Take: Observations From IFA 2014

    CIOs Need To Recognize The Value Of Consumer Electronics For Their Business Technology Strategies

    Forrester recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA 2014 demonstrated that smart consumer...

    • Downloads: 76
  • For Customer Experience Professionals

    Report:Case Study: Design Thinking Drives Innovation With Drop, A Connected Kitchen Product

    Drop is a new iPad-connected kitchen scale that seeks to reduce bakers' anxiety and enhance the social experience of making food. To accomplish this goal, the team at Drop followed a design-oriented...

    • Downloads: 167
  • For Customer Experience Professionals

    Report:Customer Experience In The Post-PC Era

    Vision: The Digital Customer Experience Improvement Playbook

    The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have transformed how customers engage with companies. Gone are the days when companies could...

    • Downloads: 1485
  • For B2C Marketing Professionals

    Report:Google Glass: What Marketers Need To Know

    Utility-Based Marketing Is In; Advertising Is Out

    Google Glass, the new head-mounted device from Google, has the potential to be the next great platform for app development — as disruptive and fertile a platform as the iPhone has been....

    • Downloads: 696
  • 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: 976
  • For B2C Marketing Professionals

    Report:The Digital Affluent: A Demographic Overview

    North American Consumer Technographics®

    Online affluent consumers in North America, defined as individuals with at least $1 million in investable assets, show unique behaviors with regards to their finances. Although Seniors overall have...

    • Downloads: 144
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 206
  • For eBusiness & Channel Strategy Professionals

    Report:Getting Mobile Right With Mobility POST

    A Methodical Approach To Building Your Mobile Phone, Tablet, And Wearables Strategies

    Back in 2009, Forrester created the first version of mobile POST — a methodology to help our clients create mobile strategies that align well with the mobile sophistication of their customer...

    • Downloads: 553
  • For Customer Insights Professionals

    Report:Personal Identity And Data Management

    Vision: The Personal Identity And Data Management Playbook

    Consumers are leaving a growing digital footprint across channels and media, and they are mindful of the fact that marketers use this data for financial gain. Combined with growing concerns about...

    • Downloads: 1089