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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5 results in Reports

  • Forrester Wave
  • Business Process Management (BPM)
  • For CIO Professionals

    Report:The Forrester Wave™: Smart Process Applications, Q2 2013

    The 12 Smart Process App Vendors That Matter Most Today And How They Stack Up

    Smart process applications are a new and emerging category of applications designed to help CIOs and their firms improve the effectiveness of their human-centric business activities. But finding the...

    • Downloads: 824
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: BPM Platforms For Digital Business, Q4 2015

    Tools & Technology: The Business Process Management Playbook

    In Forrester's 31-criteria evaluation of business process management vendors, we identified the 12 most significant software providers — Appian, Bizagi, DST Systems, IBM, K2, Newgen Software,...

    • Downloads: 125
  • 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: 467
  • For CIO Professionals

    Report:The Forrester Wave™: Hybrid² Integration, Q1 2014

    The 14 Providers Offering Four Or More Integration Technologies, Including Cloud-Based Integration

    In Forrester's 51-criteria evaluation of hybrid² integration vendors, we identified the 14 most significant middleware providers — Adeptia, Bosch Software Innovations (Bosch SI), Dell...

    • Downloads: 1523
  • 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: 765