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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183 results in Reports

  • Forrester Wave
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Customer Analytics Solutions, Q1 2016

    The 11 Providers That Matter Most And How They Stack Up

    In our 33-criteria evaluation of customer analytics vendors, we identified the 11 most significant software providers in this category — Adobe, AgilOne, Alteryx, Angoss, FICO, IBM, Manthan, Pitney...

    • Downloads: 438
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Master Data Management Solutions, Q1 2014

    How The Top Five MDM Vendors Stack Up For Multiplatform

    The ability to keep pace with trends like big data, open data, sophisticated analytics, and the de-compartmentalization of data silos and processes, distinguishes leading master data management (MDM)...

    • Downloads: 1526
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: SaaS HR Management Systems, Q4 2014

    The Eight SaaS HRMS Providers That Matter Most And How They Stack Up

    In Forrester's 60 criteria evaluation of SaaS HR management systems (HRMS) vendors, we identified the eight most significant software providers serving medium to large companies — ADP,...

    • Downloads: 1257
  • For CMO Professionals

    Report:The Forrester Wave™: Innovation Agencies, Q4 2014

    An Evaluation Of 10 Agencies Driving Innovation

    In Forrester's 27-criteria evaluation of innovation agencies, we identified the 10 most significant firms — AKQA, Critical Mass, frog, Huge, Isobar, Mutual Mobile, R/GA, Razorfish,...

    • Downloads: 732
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Omnichannel Banking Solutions, Q3 2015

    The Six Omnichannel Banking Providers That Matter Most And How They Stack Up

    In this Forrester Wave evaluation of omnichannel banking solutions, we researched, analyzed, and scored the six most significant software providers — Backbase, Infosys, Misys, SAP, Sopra...

    • Downloads: 478
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Social Advertising Platforms, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    To help marketers navigate the rapidly growing and maturing category of platforms for advertising on public social networks such as Facebook and Twitter, Forrester identified and conducted a...

    • Downloads: 831
  • 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: 382
  • 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 Packard...

    • Downloads: 775
  • 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: 466
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Customer Loyalty Solutions For Large Organizations, Q1 2016

    The Eight Providers That Matter Most And How They Stack Up

    In this Forrester Wave™ evaluation of customer loyalty solutions for large organizations, we identified the eight most significant players — Aimia, Bond Brand Loyalty (formerly Maritz Loyalty...

    • Downloads: 337
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Enterprise Data Virtualization, Q1 2015

    An Evaluation Of Nine Data Virtualization Vendors

    As enterprise architects look at how to deliver a trusted, real-time, integrated, and secure data platform to support applications, they look at data virtualization. In the three years since...

    • Downloads: 721
  • For CIO Professionals

    Report:The Forrester Wave™: Enterprise Public Cloud Platforms In China, Q3 2015

    The 11 Providers That Matter Most And How They Stack Up

    Public cloud application platforms unlock the agility and economic advantages of cloud computing for digital business globally, but the enterprise public cloud vendor landscape in China is very...

    • Downloads: 181
  • 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: 478
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: B2B Order Management, Q4 2015

    Seven Leading Providers Streamline Order Capture And Orchestration For Complex, Global Enterprises

    In our 34-criteria evaluation of B2B order management (OM) providers, we identified the seven most significant vendors and researched, analyzed, and scored them. This report shows how each provider...

    • Downloads: 230
  • 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: 491
  • 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: 1011
  • 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: 299
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Enterprise Social Listening Platforms, Q1 2016

    The 12 Providers That Matter Most And How They Stack Up

    In our 30-criteria evaluation of enterprise social listening platform providers, we identified the 12 most significant ones — Brandwatch, Cision, Clarabridge, Crimson Hexagon, NetBase,...

    • Downloads: 381
  • 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: 1836
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Data Governance Stewardship Applications, Q1 2016

    Seven Providers Support The Data Governance 2.0 Journey

    Data has proven itself a strategic asset for digital transformations and is becoming key to everything from improved marketing to exploring new business models. In this expanded role, data governance...

    • Downloads: 190
  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Asia Pacific Carrier Ethernet Services, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 22-criteria evaluation of carrier Ethernet vendors, we identified and qualified seven global and regional service providers that offer unmanaged site-to-site carrier Ethernet services...

    • Downloads: 204
  • For B2C Marketing Professionals

    Report:The Forrester Wave™: Content Marketing Platforms, Q2 2015

    Tools And Technology: The Content Marketing Playbook

    Marketing teams turn to specialist software to manage a tremendous velocity of content production, approval, and publication; these specialist offerings are what Forrester calls content marketing...

    • Downloads: 604
  • For Security & Risk Professionals

    Report:Market Update: Security Remains A Key Component To Enterprise Mobile Management

    Tools And Technology: The Mobile Security Playbook

    In September 2014, we published The Forrester Wave™: Enterprise Mobile Management, Q3 2014, which evaluated 15 vendors using 27 criteria. Our findings showed how well each vendor met the...

    • Downloads: 275
  • For Security & Risk Professionals

    Report:The Forrester Wave™: Privileged Identity Management, Q1 2014

    The Nine Providers That Matter Most And How They Stack Up

    The privileged identity management (PIM) market has matured significantly during the past three years, and it continues to play a significant role in protecting an organization's data and in business...

    • Downloads: 850
  • 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: 583