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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182 results in Reports

  • Forrester Wave
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Demand-Side Platforms, Q2 2015

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 53-criteria evaluation of demand-side platform (DSP) vendors, we identified the nine most significant software providers — AOL, AppNexus, AudienceScience, DataXu, Google,...

    • Downloads: 502
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Enterprise Backup And Recovery Software, Q2 2013

    The Six Providers That Matter Most And How They Stack Up

    In Forrester's 61-criteria evaluation of enterprise backup and recovery software vendors, we identified the six most significant software providers — ASG, CommVault, EMC, HP, IBM, and Symantec...

    • Downloads: 708
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Customer Insights Services Providers, Q4 2015

    How 11 Vendors Compare Against Two Buying Scenarios

    We identified 11 significant customer insights (CI) services providers — Acxiom, Ansira, Epsilon, Experian Marketing Services, Harte Hanks, Merkle, Precision Dialogue, Rapp, Targetbase,...

    • Downloads: 262
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Hybrid Cloud Management Solutions, Q1 2016

    Tools And Technology: The Cloud Computing Playbook

    In Forrester's 32-criteria evaluation of hybrid cloud management solution vendors, we identified 11 significant software providers — BMC Software, Citrix, CliQr Technologies, Dell, Hewlett...

    • Downloads: 472
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: ECM Transactional Content Services, Q3 2015

    Our Evaluation Of 10 ECM Vendors And How They Stack Up

    In Forrester's 26-criteria evaluation of enterprise content management (ECM) transactional content services vendors, we identified the 10 most significant software providers — EMC, HP, IBM,...

    • Downloads: 329
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Enterprise Marketing Software Suites, Q4 2014

    The Eight Providers That Matter Most And How They Stack Up

    In Forrester's 46-criteria evaluation of enterprise marketing software suite (EMSS) vendors, we identified the eight most significant software providers in the category — Adobe, IBM, Marketo,...

    • Downloads: 1101
  • For Security & Risk Professionals

    Report:The Forrester Wave™: SaaS Web Content Security, Q2 2015

    Tools & Technology: The Security Architecture And Operations Playbook

    In Forrester's 26-criteria evaluation of web content security delivered as a software-as-a-service (SaaS) solution, we identified the eight most significant providers in the category —...

    • Downloads: 319
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Digital Experience Delivery Platforms, Q3 2014

    Vendors From A Variety Of Backgrounds Vie To Be More Than A Basket Of Solutions

    In Forrester's 29-criteria evaluation of digital experience delivery providers, we identified the 13 most significant software vendors — Acquia, Adobe, Demandware, Digital River, HP Autonomy,...

    • Downloads: 1408
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Global BYOD Management Services, Q2 2014

    Analysis Of 13 Top Integrators And Specialists Representing The Emerging BYOD Ecosystem And How They Stack Up

    Enterprise mobility is a top item on every organization's business and IT agenda — a reflection of the "mobile mind shift" that has already made its mark on 21st century business. Mobile...

    • Downloads: 569
  • For CIO Professionals

    Report:The Forrester Wave™: Enterprise Social Platforms, Q2 2014

    The 13 Providers That Matter Most And How They Stack Up

    In Forrester's 65-criteria evaluation of enterprise social platform vendors, we identified the 13 most significant solution providers — Atlassian, blueKiwi, IBM, Jive, Microsoft, Neudesic,...

    • Downloads: 1048
  • 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: 497
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: ITSM SaaS Delivery Capabilities, Q3 2014

    The 10 Vendors That Matter Most And How They Stack Up

    How an IT or business service is delivered directly affects the quality of experience for the service consumer and the reputation of the infrastructure and operations (I&O) team that delivers the...

    • Downloads: 625
  • 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: 791
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Business Intelligence Platforms, Q1 2015

    The Top BI Vendors That Matter Most And How They Stack Up

    In Forrester's 60-criteria evaluation of enterprise business intelligence (BI) platform vendors, we identified the 11 most significant software providers — IBM, Information Builders, Microsoft,...

    • Downloads: 958
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Enterprise Architecture Service Providers, Q1 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 25-criteria evaluation of enterprise architecture (EA) service providers, we identified the 10 most significant service providers — Capgemini, Cognizant, Deloitte, EY, HCL...

    • Downloads: 470
  • For Customer Insights Professionals

    Report:End-Of-Life: The Forrester Wave™ EFM Vendors, Market Insights Platform Providers

    After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

    • Downloads: 197
  • 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: 419
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: SAP Service Providers In Asia Pacific, Q2 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 34-criteria evaluation of SAP service providers in Asia Pacific, we identified the 10 most significant vendors — ABeam Consulting, Accenture, Deloitte, Fujitsu, Infosys, NTT...

    • Downloads: 184
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: BPM Suites, Q1 2013

    How The Top 10 Vendors Stack Up For Next-Generation BPM Suites

    In Forrester's 59-criteria evaluation of business process management (BPM) suite vendors, we identified the 10 most significant software providers in the category — Appian, Bizagi, Cordys,...

    • Downloads: 1767
  • For B2B Marketing Professionals

    Report:The Forrester Wave™: Through-Channel Marketing Automation Platforms, Q3 2015

    Amplify Your Marketing Voice With One Of These 14 Vendors

    In Forrester's evaluation of through-channel marketing automation (TCMA) platforms, we identified 14 significant vendors — Averetek, Balihoo, BrandMaker, Brandmuscle, Bridgeline Digital,...

    • Downloads: 375
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Enterprise Fraud Management, Q1 2013

    The Eight Providers That Matter Most And How They Stack Up

    In Forrester's 15-criteria evaluation of enterprise fraud management vendors, we identified the eight most significant vendors in the category — 41st Parameter, ACI Worldwide, CA Technologies,...

    • Downloads: 888
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Software Product Development Services, Q1 2014

    In A Shifting Software PDS Market, HCL And EPAM Systems Emerge As Leaders

    In Forrester's 14-criteria emerging market evaluation of software product development services (PDS) vendors, we identified the 11 most significant providers — EPAM Systems, GlobalLogic, HCL,...

    • Downloads: 481
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: North American Workplace Services, Q2 2013

    Evaluating Leading Providers Amidst A Category Redefinition

    Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

    • Downloads: 570
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Mobile Enterprise App Services Providers — Large Providers, Q1 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's fifteen-criteria emerging market evaluation of mobile enterprise app services providers, we identified the 10 most significant services providers — Accenture, Capgemini,...

    • Downloads: 464
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Social Relationship Platforms, Q2 2015

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 41-criteria evaluation of social relationship platform (SRP) vendors, we identified the 11 most significant software providers — Adobe, Expion, Falcon Social, Hootsuite, Oracle,...

    • Downloads: 677