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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68 results in Reports

  • Past 6 months
  • Retail
  • For Customer Experience Professionals

    Report:Utility And Emotion Drive Amazon's Global Appeal

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

    Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

    • Downloads: 39
  • For CIO Professionals

    Report:The Midyear Global Tech Market Outlook For 2015 To 2016

    Moderate Growth In Local Currencies Led By The BT Agenda, But A Decline In US Dollars

    At the midyear point in 2015, CIOs in most countries are operating in tech markets with moderate growth of around 4% in local currencies, a bit weaker than what we projected in January 2015. However,...

    • Downloads: 376
  • For Infrastructure & Operations Professionals

    Report:Avoid Making These 10 Mistakes With Your Retail Customer Engagement Network

    Not Understanding The Network's Role In Retail Technology Initiatives Torpedoes Their Value

    To combat online retailers siphoning brick and mortar customers, physical retailers have ramped up resources to transform the generic physical store into an entity that can meet the challenges of...

    • Downloads: 100
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2015 (US)

    ForecastView Document

    This forecast details online retail spending during the holiday season (i.e., November and December) and is a derivation of the annual US online retail forecast. This includes online holiday...

    • For eBusiness & Channel Strategy Professionals

      Report:The State Of Retailing Online 2016: Key Metrics, Business Objectives, And Mobile

      Benchmarks: The Retail eCommerce Playbook

      The State Of Retailing Online, an annual study by Shop.org and Forrester, profiles online retail merchants. It provides industry observers with an overview of metrics from the past year as well as...

      • Downloads: 94
    • For eBusiness & Channel Strategy Professionals

      Report:Mastering The Art Of Omnichannel Retailing

      Executive Overview: The Omnichannel Commerce Playbook

      Offering customers seamless, consistent experiences through omnichannel retail offerings is now table stakes. Today, $1.5 trillion in retail sales is generated by customers who start their shopping...

      • Downloads: 169
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Luxury Goods Forecast, 2015 To 2020 (EU-7)

      ForecastView Spreadsheet

      The €46.9 billion luxury goods market in Europe captures over 30% of luxury goods sales worldwide, with a significant share of sales coming from Italy, France, and the UK. Luxury goods growth...

      • Downloads: 11
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Online Holiday Retail Sales Forecast, 2015 (Western Europe)

      ForecastView Document

      This forecast details online retail spending during the holiday season (i.e., November and December) and is a derivation of the annual Western European online retail forecast. This includes...

      • For Customer Experience Professionals

        Report:The India Customer Experience Index, 2015

        A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

        For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and...

        • Downloads: 93
      • For eBusiness & Channel Strategy Professionals

        Report:Who Does Mobile Commerce Well In The World's Largest eCommerce Market?

        Lessons From The Top Six eCommerce Retailers In China

        Mobile shopping has gained considerable momentum in China, but many retailers are still not ready to deliver good shopping experiences. Many retailers intend to upgrade their mobile commerce sites...

        • Downloads: 110
      • For eBusiness & Channel Strategy Professionals

        Report:Forrester Research Online Retail Forecast, 2015 To 2020 (US), Q4 2015 Update

        ForecastView Spreadsheet

        In this Q4 update to the online retail sales forecast for the US, Forrester has increased its online sales penetration projections for 2020 by half a percentage point based on sales data. Despite...

        • Downloads: 14
      • For eBusiness & Channel Strategy Professionals

        Report:OMS Platforms Bridge The Gap Between Online Commerce And Store POS For Omnichannel Retail

        Tools And Technology: The Omnichannel Commerce Playbook

        In today's high-touch omnichannel environment, retailers are in an all-out sprint to modernize their commerce systems in order to meet the higher customers' expectations. Firms are increasingly...

        • Downloads: 128
      • For Enterprise Architecture Professionals

        Report:Use Big Data Initiatives To Deliver Digital Business Value

        Part I: Digital Customer Experience

        In what seems like the blink of an eye, our world has become digital. Work schedules, personal preferences, and opinions all live coded in databases. Empowered customers have many options...

        • For eBusiness & Channel Strategy Professionals

          Report:It's Time For Retail Stores To Open Their Doors To The Digital Org

          Organization: The Digital Store Playbook

          Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. Profit and loss (P&L) statements managed in channel silos drive...

          • Downloads: 204
        • For eBusiness & Channel Strategy Professionals

          Report:Construct The Business Case For Digital Store Transformation

          Business Case: The Digital Store Playbook

          Today's leading omnichannel retailers are moving to transform their physical stores from places to shop to digital centers of engagement. A myriad of technology solutions support this transition,...

          • Downloads: 161
        • For CIO Professionals

          Report:European Tech Market Outlook, 2015 To 2016

          A Modest Improvement, Shadowed By A Strong Dollar

          CIOs in European countries can look forward to a slightly better tech market in 2015 and 2016. The European tech market has shown signs of moderate but sustained growth of 4% to 5% in euros. Aided by...

          • Downloads: 246
        • For Application Development & Delivery Professionals

          Report:Dynamic Pricing Reshapes Retail — Can You Keep Up?

          Amazon Has Changed The Pricing Game For Retailers

          The retail industry must rethink its approach to pricing. Amazon is making an estimated 3 million price changes daily, as it capitalizes on its vast computing capacity to sense fluctuations in...

          • Downloads: 94
        • For eBusiness & Channel Strategy Professionals

          Report:Brief: Facebook's Free Beacons Will Help Buyers, Retailers, And Marketers

          Facebook Will Soon Know More About Your Customers Than You Do

          On June 8, 2015, Facebook announced the launch of Place Tips, a new feature that helps people learn about and connect with the places they visit, including businesses. Powering Place Tips are...

          • Downloads: 191
        • For eBusiness & Channel Strategy Professionals

          Report:Omnichannel Mastery: Optimize In-Store Pickup

          Continuous Improvement: The Omnichannel Commerce Playbook

          Omnichannel fulfillment capabilities — that is, the ability to offer the customer cross-channel visibility and ordering options — have become the standard for leading traditional retailers. Most...

          • Downloads: 380
        • For eBusiness & Channel Strategy Professionals

          Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Russia And Poland)

          ForecastView Spreadsheet

          Russia is the largest retail market in Europe, with €501 billion in sales in 2014. However, Russia’s economy has undergone a dramatic change over the past year with the decline in world...

          • Downloads: 5
        • For Customer Experience Professionals

          Report:The China Customer Experience Index, 2015

          A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

          For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

          • Downloads: 153
        • For Application Development & Delivery Professionals

          Report:Embrace Continuous Improvement To Power Customer Service Operations

          Continuous Improvement: The Contact Centers For Customer Service Playbook

          Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

          • Downloads: 590
        • For eBusiness & Channel Strategy Professionals

          Report:Forrester Readiness Index: eCommerce, 2015

          ForecastView Spreadsheet

          The Forrester Readiness Index (FRI) for eCommerce assesses 25 variables that give insights into 55 global markets. While there is no universal tool for selecting expansion opportunities, the...

          • Downloads: 4
        • For eBusiness & Channel Strategy Professionals

          Report:One Customer, One Organization, One P&L

          Organization: The Omnichannel Commerce Playbook

          Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. Profit and loss (P&L) statements managed in channel silos drive...

          • Downloads: 177
        • For CIO Professionals

          Report:The Future Of The Retail Experience

          Digital Business: Digitize The End-To-End Customer Experience

          Retail CIOs have always had a tough job, but digital makes it tougher. Emerging digital technologies threaten to transform retail experiences both in stores and at home. Without a good business case,...

          • Downloads: 441