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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159 results in Reports

  • Forrester Wave
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Managed Security Services: North America, Q4 2014

    Tools & Technology: The S&R Practice Playbook

    Forrester's 26-criteria evaluation of managed security service providers (MSSPs) included the 13 most significant vendors in the North American market that security and risk professionals can turn to...

    • Downloads: 444
  • 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: 1333
  • 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: 465
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Global Banking Platforms, Q4 2012

    TCS, Infosys, Sopra Banking Software, And Temenos Lead, With SAP, FIS, And Polaris FT Pursuing

    In Forrester's 62-criteria evaluation of global banking platform vendors, we identified the eight most significant software providers — FIS, Infosys, Oracle, Polaris Financial Technology...

    • Downloads: 1182
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Traditional Disaster Recovery Service Providers, Q1 2014

    The Six Providers That Matter Most And How They Stack Up

    In Forrester's 45-criteria evaluation of traditional disaster recovery service providers, we identified the six most significant service providers — CSC, HP, IBM, Phoenix, Recovery Point...

    • Downloads: 361
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: EMEA Workplace Services, Q2 2013

    Providers Driving Workplace Services In EMEA

    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: 505
  • For Marketing Leadership 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: 498
  • 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: 375
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Enterprise Client Management Suites, Q2 2012

    Symantec And CA Technologies Lead, With LANDesk Software, IBM, And Microsoft Close Behind

    In Forrester's 62-criteria evaluation of client management suite vendors, we identified the 10 significant solution providers in this category — BMC Software, CA, Dell, Hewlett-Packard, IBM,...

    • Downloads: 893
  • 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: 793
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q3 2012

    The 18 Providers That Matter Most And How They Stack Up

    During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...

    • Downloads: 1672
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Strategic Planning For The BT Agenda, Q1 2015

    The Top 11 Vendors In The Emerging Strategic Planning Market

    In Forrester's 31-criteria evaluation of strategic planning vendors, we identified the 11 most significant tools providers — CA Technologies, GenSight, LiquidPlanner, Mega International,...

    • Downloads: 93
  • 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: 503
  • For Marketing Leadership 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: 689
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Global Workplace Services, Q1 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: 578
  • For CIO Professionals

    Report:The Forrester Wave™: Activities Streams, Q2 2012

    The Five Top-Of-Mind Streams And How They Stack Up

    In Forrester's first 19-criteria evaluation of activities streams vendors, Forrester identified the five significant players — Neudesic Pulse, Salesforce Chatter, Socialcast by VMware...

    • Downloads: 635
  • 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: 1180
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Multichannel Capture, Q3 2012

    Vendors Move Toward Mature Service Offerings

    If you think capture and imaging is old technology, you're correct; it has been around for more than twenty years. But there are still a lot of paper-based processes out there, and Forrester clients...

    • Downloads: 955
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Email Marketing Vendors, Q3 2014

    An Evaluation Of Nine Enterprise-Class Email Vendors

    In Forrester's 34-criteria evaluation of email marketing vendors, we identified the nine most significant providers — Acxiom, Epsilon, Experian Marketing Services, Oracle Responsys, Salesforce...

    • Downloads: 740
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Disaster-Recovery-As-A-Service Providers, Q1 2014

    A Dozen Cloud-Based Resiliency Players Battle It Out For Top Honors

    In Forrester's 17-criteria evaluation of disaster-recovery-as-a-service (DRaaS) vendors, we identified the 12 most significant service providers — Axcient, Barracuda Networks, CenturyLink...

    • Downloads: 619
  • For CIO Professionals

    Report:The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012

    In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers — Box, Cisco Systems,...

    • Downloads: 1264
  • 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: 791
  • For Marketing Leadership Professionals

    Report:The Forrester Wave™: Digital Agencies In China — Strategy And Execution, Q1 2015

    The Eight Agencies That Matter Most And How They Stack Up

    In Forrester's 30-criteria evaluation of the strategy and execution capabilities of digital agencies in China, we identified the eight most significant agencies — BlueDigital, Isobar,...

    • Downloads: 91
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Project/Program Portfolio Management, Q4 2012

    How The Top 10 Providers Stack Up In A Newly Divided Market

    Demand for business agility fuels adoption of Agile development techniques that can deliver differentiating business technology (BT) solutions within accelerated time frames. Agile development...

    • Downloads: 1876
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: B2B Global Commerce Service Providers, Q1 2015

    Accenture Digital, Deloitte Digital, And SapientNitro Lead, With Several Key Players Trailing Closely Behind

    In Forrester's 77-criteria evaluation of the top 11 global commerce service providers (GCSPs), we found that Accenture Digital, Deloitte Digital, and SapientNitro lead the pack with their integrated...

    • Downloads: 278