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 CIO Professionals

    Report:The Forrester Wave™: Personal Communications Services, Q3 2013

    The Rise Of Personal Communications Tools In The Enterprise

    Empowered employees are embracing personal cloud-based communications and collaboration services, like Skype or Facebook Messenger. Any empowered employees expect to use these collaboration channels...

    • Downloads: 465
  • 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: 2239
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Agile Business Intelligence Platforms, Q3 2015

    The 13 Providers That Matter Most And How They Stack Up

    In Forrester's 15-criteria evaluation of Agile business intelligence (BI) vendors, we identified the 13 most significant software providers in the category —Birst, GoodData, IBM, Information...

    • Downloads: 613
  • For B2B Marketing Professionals

    Report:The Forrester Wave™: Partner Relationship Management (PRM) Platforms, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 40-criteria evaluation of partner relationship management (PRM) platform vendors, we identified the seven most significant software providers in the category — Channeltivity,...

    • Downloads: 465
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Real-Time Interaction Management, Q3 2015

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 35-criteria evaluation of real-time interaction management (RTIM) vendors, we identified the 11 most significant technology providers in the category — Adobe, Experian, IBM,...

    • Downloads: 456
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Private Cloud Solutions In China, Q1 2015

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 24-criteria evaluation of emerging private cloud solution vendors in China, we identified the nine most significant software providers — 99Cloud, Bingosoft, Citrix, HP, Huawei...

    • Downloads: 181
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

    Vendors Target Interactive Use Cases And Corporate Solutions

    Customer communications management is a frequent topic of inquiries by Forrester clients who are looking for direction on how to update their technology for new business demands and usage patterns...

    • Downloads: 951
  • For Enterprise Architecture Professionals

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

    Our Evaluation Of 11 ECM Vendors And How They Stack Up

    In Forrester's 31-criteria evaluation of enterprise content management (ECM) business content services vendors, we identified the 11 most significant software providers — including Alfresco...

    • Downloads: 453
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Identity And Access Management Suites, Q3 2013

    Comparing The Top Nine IAM Suite Options

    In Forrester's 16-criteria evaluation of comprehensive identity and access management (IAM) suites, we identified the nine most significant vendors in the category — Aveksa, CA Technologies,...

    • Downloads: 1315
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: Subscription Billing Platforms, Q4 2015

    The Eight Subscription Billing Solution Providers That Matter Most And How They Stack Up

    In Forrester's 40-criteria evaluation of subscription billing platform solutions, we identified the eight most significant vendors in the category — Apttus, Aria Systems, Digital River, goTransverse,...

    • Downloads: 302
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Portfolio Management For The BT Agenda, Q1 2015

    The Nine Providers That Matter Most And How They Stack Up

    In the age of the customer, business and technology partners must have unparalleled visibility into strategic and execution plans in order to direct critical resources on the initiatives needed to...

    • Downloads: 441
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Global Infrastructure Outsourcing, Q1 2015

    The Global Infrastructure Outsourcing Providers That Matter Most And How They Stack Up

    Given companies' shift in business focus from cost reduction to growth in revenues and improving the customer experience, infrastructure outsourcing services have become an important part of...

    • Downloads: 827
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

    The Nine Providers That Matter Most And How They Stack Up

    Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

    • Downloads: 1169
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Big Data Hadoop Solutions, Q1 2014

    Tsssss! That's the sound of Hadoop. It's today's sizzling-hot data management platform because it: 1) offers lower-cost storage than traditional systems, 2) has open source innovation, 3) can scale...

    • Downloads: 2049
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Mobile Banking Solutions, Q4 2015

    Five Solutions Demonstrate How Mature Off-The-Shelf Mobile Banking Solutions Are Today

    In market research for mobile banking solution vendors, we identified the five most significant software providers — Digital Insight, EdgeVerve (formerly Infosys Finacle), Jack Henry &...

    • Downloads: 227
  • 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: 1053
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: In-Memory Data Grids, Q3 2015

    There Is No Better Way To Achieve Blazing Fast Performance At Scale

    Blazing fast application performance — it's what customers want and what every application development professional (AD&D) needs to deliver. There is no better way to achieve it than to use...

    • Downloads: 175
  • 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: 435
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

    • Downloads: 750
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud,...

    • Downloads: 271
  • For Application Development & Delivery Professionals

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

    The Nine Midsize Providers That Matter Most And How They Stack Up

    Mobile moments in the enterprise — with employees and business partners — have the power to make or break your customer experience. But, these mobile enterprise moments represent uncharted territory...

    • Downloads: 310
  • For eBusiness & Channel Strategy Professionals

    Report:The Forrester Wave™: B2C Commerce Suites, Q1 2015

    In A Maturing Solution Category, Discerning The Differences Between The Leading Vendors Is Becoming Increasingly Difficult

    In Forrester's 69-criteria evaluation of global business-to-consumer (B2C) enterprise-class commerce suite vendors, we identified the eleven most significant software providers — Demandware,...

    • Downloads: 1161
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Private Cloud Solutions, Q4 2013

    Three Vendors Rise To The Top Of The Private Cloud Market

    In Forrester's 61-criteria evaluation of private cloud solution vendors, we identified the 10 most significant software providers — ASG Software Solutions, BMC Software, CA Technologies, Cisco...

    • Downloads: 1378
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Digital Experience Service Providers, Q4 2015

    Digital Customer Experience Implementation Capabilities Are Key Differentiators For AD&D Pros

    In Forrester's 31 criteria evaluation of digital experience services providers, we identified the 11 most significant services providers in the category — Accenture Interactive, Deloitte...

    • Downloads: 461
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Big Data Search And Knowledge Discovery Solutions, Q3 2015

    Data-Driven Business Imperatives Make Search More Critical Than Ever Before

    Welcome to modern enterprise search. These solutions have evolved well beyond simple keyword search to provide contextual searches that provide more relevant results and valuable knowledge that can...

    • Downloads: 459