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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164 results in Reports

  • Forrester Wave
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Public Cloud Platforms, Q2 2013

    One Size Does Not Fit All Developer Needs

    Public cloud platforms are the keys that unlock the flexibility, productivity, and economic advantages of cloud computing. Application development and delivery (AD&D) pros use a wide variety of...

    • Downloads: 2202
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: E-Signatures, Q2 2013

    Electronic signatures are gaining momentum and becoming an increasingly popular topic of inquiries by Forrester clients. In retrospect, today's e-signature users will be seen as early adopters...

    • Downloads: 974
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Data Management Platforms, Q3 2013

    DMP Providers That Matter Most For Marketers And How They Stack Up

    In Forrester's 70-criteria evaluation of data management platform (DMP) vendors, we evaluated the seven most significant providers — Adobe, Aggregate Knowledge, Blue Kai, CoreAudience, Knotice,...

    • Downloads: 1712
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Bid Management Software Providers, Q4 2012

    Kenshoo Leads, With IgnitionOne And Marin Software Following As Strong Performers

    In response to growing demand for bid management software, Forrester evaluated this category in addition to two others in separate Forrester Waves™: search marketing agencies and SEO platforms....

    • Downloads: 518
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Learning And Talent Development, Q1 2013

    The Nine Providers That Matter Most And How They Stack Up

    Learning and talent development are closely aligned in the best talent vendor offerings. This area of human resource management (HRM) is fast-growing and innovative in its use of social, cloud, and...

    • Downloads: 1468
  • For CIO Professionals

    Report:The Forrester Wave™: Business Transformation Consultancies, Q3 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 23-criteria evaluation of business transformation consultancies, we identified the 10 most significant service providers — Accenture, Capgemini, Cognizant, Deloitte, EY, IBM,...

    • Downloads: 301
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Wireless Local Area Network Solutions, Q3 2014

    The 10 WLAN Solutions That Matter Most And How They Stack Up

    In Forrester's 58-criteria evaluation of vendors that offered wireless networking solutions, Forrester identified 10 significant solutions in this category — Aerohive Solution, Aruba...

    • Downloads: 328
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: SEO Platforms, Q4 2012

    Rio SEO Leads, With BrightEdge Following As A Strong Performer

    Forrester's 21-criteria evaluation of SEO platforms evaluates the four largest providers of tools for organic search auditing, ranking support, measurement, and project management: BrightEdge,...

    • Downloads: 711
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Big Data Streaming Analytics Platforms, Q3 2014

    The Answer To Exploiting Perishable Insights

    Streaming analytics is anything but a sleepy, rearview mirror analysis of data. No, it is about knowing and acting on what's happening in your business at this very moment — now. Forrester...

    • Downloads: 1091
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Application Release Automation, Q2 2015

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 33-criteria evaluation of application release automation vendors, we identified the seven most significant software providers — Automic Software, CA Technologies, Electric Cloud,...

    • Downloads: 233
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: B2B Commerce Suites, Q4 2013

    The "Big Three" Lead The Pack, But Several Emerging Players Trail Closely Behind

    In Forrester's 66-criteria evaluation of B2B commerce suite vendors, we identified the seven most significant providers in the category — commerceserver.net, hybris (an SAP company), IBM,...

    • Downloads: 1169
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: VMS, Q1 2014

    How Vendors Rank For Contingent Staff And SOW/Services Procurement Engagements

    Companies spend a significant amount of money on nonpermanent workers and they need a vendor management system (VMS) to manage the complexity of a contingent workforce program. But as programs...

    • Downloads: 394
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Endpoint Security, Q1 2013

    Endpoint Security Suites Take Center Stage In The Enterprise

    In Forrester's 50 criteria evaluation of endpoint security vendors, we identified nine top providers in the category — F-Secure, IBM, Kaspersky, LANDesk, Lumension, McAfee, Sophos, Symantec,...

    • Downloads: 1038
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Dynamic Case Management, Q1 2014

    Design Time And Runtime Features Differentiate The Leaders

    In Forrester's 38-criteria evaluation of dynamic case management (DCM) vendors, we identified, researched, analyzed, and scored the 13 most significant software providers — Pegasystems, Be...

    • Downloads: 716
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Search Marketing Agencies, Q4 2012

    360i, iCrossing, And Performics Lead The Way Toward Discovery Marketing

    In Forrester's 25-criteria evaluation of search marketing agencies, we researched, analyzed, and compared seven agencies that have search marketing services at their cores. This report details our...

    • Downloads: 757
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Social Relationship Platforms, Q2 2013

    The Eight Providers That Matter Most And How They Stack Up

    In Forrester's 49-criteria evaluation of social relationship platform (SRP) vendors, we identified the eight most significant vendors — Adobe, Hearsay Social, salesforce.com's Buddy Media,...

    • Downloads: 1308
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: SAP Services Providers, Q1 2014

    How The Largest Global SAP Services Partners Stack Up In The Digital Era

    In Forrester's 31-criteria evaluation of large, global SAP services providers, we identified the top nine largest, global SAP services practices — Accenture, Atos, Capgemini, Deloitte, HP, IBM,...

    • Downloads: 916
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Cross-Channel Campaign Management, Q3 2014

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 41-criteria evaluation of cross-channel campaign management (CCCM) vendors, we identified the nine most significant software providers in the category — Adobe, IBM, Infor, Pitney...

    • Downloads: 763
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: NoSQL Key-Value Databases, Q3 2014

    An Evaluation Of Seven Enterprise-Class NoSQL Key-Value Database Vendors

    NoSQL continues to gain strong momentum as organizations look at supporting more complex data structures, scale applications to support unpredictable workloads, and support larger volumes of data...

    • Downloads: 439
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Information Security Consulting Services, Q1 2013

    Ernst & Young, Deloitte, IBM, Accenture, PwC, And KPMG Lead, With Wipro Following Close Behind

    The information security consulting market is growing explosively because security and risk professionals often lack the skill and bandwidth to accomplish their increasingly difficult mission. To...

    • Downloads: 1257
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Enterprise Mobile Management, Q3 2014

    The 15 Providers That Matter Most And How They Stack Up

    Infrastructure and operations (I&O) professionals face a difficult mandate: Enable the workforce to navigate the ever-changing landscape of mobile scenarios while continually ensuring that their...

    • Downloads: 666
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

    Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

    In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

    • Downloads: 482
  • For CIO Professionals

    Report:The Forrester Wave™: Video Platforms For The Enterprise, Q1 2013

    Kaltura, Qumu, And Polycom Lead The Video Publishing Platform Pack

    Enterprises looking to deliver video communications to employees continue to use solutions for webcasting and YouTube-like video portals. In Forrester's 23-criteria evaluation of enterprise video...

    • Downloads: 748
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Emerging Managed Security Service Providers, Q1 2013

    Ten Emerging Service Providers That Have The Chops To Be Your Managed Security Service Provider

    In Forrester's 15-criteria evaluation of the emerging managed security services provider (MSSP) market, we identified the 10 most significant providers in this category — Alert Logic; CompuCom;...

    • Downloads: 1375
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Omnichannel Order Management, Q3 2014

    IBM And Manhattan Associates Stand Out In An Increasingly Competitive Landscape Of Solutions

    In Forrester's 77-criteria evaluation of omnichannel order management vendors, we identified the nine most significant software providers in the category — eBay Enterprise, hybris (an SAP...

    • Downloads: 920