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.

Refine your results

Date Range

Role

Topics

Market Imperatives

Vendor

Analyst

5 results in Reports

  • Forrester Wave
  • Business Process Management (BPM)
  • 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, Infosys,...

    • Downloads: 677
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Dynamic Case Management, Q1 2016

    The 14 Providers That Matter Most And How They Stack Up

    In our 21-criteria evaluation of the dynamic case management (DCM) market, we identified the 14 most significant software vendors — Appian, bpm'online, Column Technologies, DST Systems, Eccentex,...

    • Downloads: 256
  • 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: 1637
  • For Application Development & Delivery 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: 478
  • 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: 804