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 Security & Risk Professionals

    Report:Market Overview: Data Loss Prevention

    Tools And Technology: The Data Security And Privacy Playbook

    Policies to control data use and movement require enforcement mechanisms. Data loss prevention (DLP) capabilities give security and risk (S&R) professionals the means to enforce those policies and...

    • Downloads: 119
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 2555
  • For eBusiness & Channel Strategy Professionals

    Report:The Five Key Success Factors Of Every eBusiness

    Strategic Plan: The Retail eCommerce Playbook

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often leverages brick-and-mortar stores. In the age...

    • Downloads: 1159
  • For Security & Risk Professionals

    Report:Seven Steps To Protect Your eCommerce Website In 2016

    Start Now To Protect Your Site Before The Next Holiday Crunch

    During the busy holidays, there is always news of a website breach or crash. Despite the millions of dollars they generate for their businesses, websites remain vulnerable to cyberattack, performance...

    • Downloads: 133
  • 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: 656
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Luxury Goods Forecast, 2015 To 2020 (China)

    ForecastView Spreadsheet

    This forecast sizes spending in online luxury retail by Chinese online consumers. It examines growth in the overall Chinese online luxury retail market, and we also look at growth in seven main...

    • Downloads: 4
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Latin America)

    ForecastView Spreadsheet

    A challenging macroeconomic environment in the Latin American countries of Argentina, Brazil, and Mexico is directly affecting consumer spending on online retail. We expect the Latin American online...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report provides guidance...

    • Downloads: 1290
  • 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: 491
  • For eBusiness & Channel Strategy Professionals

    Report:Abolish Abandon Rates For In-Store Pickup

    Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence

    Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic...

    • Downloads: 71
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Key Tech Trends That Serve Up Next-Gen Commerce

    Meeting the ever-changing expectations of today's retail customer is a challenge, and eBusiness pros are forced to regularly ask, "What technologies do I need to care about today?" and "Am I using...

    • Downloads: 144
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Asia Pacific)

    ForecastView Spreadsheet

    We expect online retail sales in Asia Pacific — Australia, China, India, Japan, and South Korea — to reach $1.4 trillion by 2020, growing at a compound annual growth rate (CAGR) of 14.3%...

    • Downloads: 8
  • 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...

    • Downloads: 1
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should...

    • Downloads: 1658
  • For Infrastructure & Operations Professionals

    Report:The Digital Signage And Display Opportunity In 2016

    Put Your Digital Business On Display For Customers And Employees Alike

    Once just a simple, unidirectional, broadcasting mechanism, digital signage now offers an array of new technology features like interactivity, facial recognition, and magic mirrors, and others that...

    • Downloads: 215
  • For eBusiness & Channel Strategy Professionals

    Report:20 Startups All Retail eBusiness Executives Should Know In 2016

    Retail eBusiness executives are constantly bombarded with technology companies offering new and differentiated solutions. To answer the question "Which companies in retail are most interesting?" we...

    • Downloads: 272
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Profitable Omnichannel Fulfillment Program

    Processes: The Omnichannel Commerce Playbook

    It's increasingly common for retailers with stores and digital businesses to either already have in place or plan to implement omnichannel fulfillment programs. However, many are unaware of the...

    • Downloads: 199
  • 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: 7
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: How GameStop Is Fighting Disruption

    Like many companies in the physical media sector, video game retailers face disruption from mobile devices, digital distribution, and intense competition. This case study provides eBusiness...

    • Downloads: 47
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Data Web-Influenced Retail Sales Forecast, 2016 To 2021 (EU-7)

    ForecastView Spreadsheet

    Our web-influenced forecast helps retailers understand how consumers research online but buy offline. By 2021, the web will influence 46% of offline sales. Web-influenced sales will grow at a...

    • Downloads: 1
  • For Application Development & Delivery Professionals

    Report:Brief: Managing The Transition To SaaS Applications For Retail And CPG

    Application development and delivery (AD&D) pros in consumer packaged goods (CPG) and retail industries are racing to adapt their application portfolios to a more external customer focus. Our data...

    • Downloads: 100
  • 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 commerce offerings is now table stakes. Today, $1.5 trillion in retail sales is generated by customers who start their...

    • Downloads: 291
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Sales Of €9.4 Billion In 2015 Make Russia The Fourth Largest Market In Europe

    ForecastView Document

    eCommerce sales of €9.4 billion in 2015 make Russia the fourth largest and fastest growing eCommerce market in Europe. Despite the turbulence of the Russian economy in 2015, eCommerce growth will...

    • Downloads: 4
  • For eBusiness & Channel Strategy Professionals

    Report:Develop A Digital Business Road Map That Drives Innovation

    Road Map: The Digital Business Transformation Playbook

    Digital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages firms to approach such a wholesale change as a big-bang transformation program, but the...

    • Downloads: 1142
  • For eBusiness & Channel Strategy Professionals

    Report:Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook

    eBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark...

    • Downloads: 813