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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Market Imperatives




66 results in Reports

  • Past 6 months
  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Latin America Online Retail Forecast, 2015 To 2020

    With a population of over half a billion and two countries among the world's 15 largest economies, Latin America is firmly on the radar of eBusiness leaders looking to expand their digital offerings....

    • Downloads: 98
  • For B2C Marketing Professionals

    Report:Navigate The Complex Customer Loyalty Ecosystem

    Tools And Technology: The Customer Loyalty Playbook

    Are you among the many business-to-consumer (B2C) marketers who are trying to boost customer loyalty but confused by the number of vendors offering loyalty solutions? The escalating importance of...

    • Downloads: 3183
  • 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: 120
  • For CIO Professionals

    Report:Brief: China Tech Spending By Industry, 2016

    Digital Business Drives Tech Spending In China

    China's recent macroeconomic performance has cast a veil of uncertainty over the prospects for global economic growth in 2016. Similarly, many vertical industries in China will continue to grow...

    • Downloads: 99
  • 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: 10
  • For eBusiness & Channel Strategy Professionals

    Report:New Online Shopping Traditions Emerge From The 2015 US Holiday Season

    A Technographics® 360 Report: Using Online Community And Social Listening Data

    With the 2015 holiday season safely behind us, eBusiness professionals can start to analyze US consumers' holiday season shopping behaviors. Due to the large sales volumes, consumers' high...

    • Downloads: 23
  • For Customer Experience Professionals

    Report:Case Study: Etsy Invests In Customer Understanding To Steer Growth

    Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive...

    • Downloads: 82
  • 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: 6
  • For Infrastructure & Operations Professionals

    Report:Brief: Retailers Must Embrace In-Store Technologies To Differentiate

    Smart Chinese Retailers Leverage In-Store Technologies To Achieve Operational Excellence And Then Drive The Customer Experience

    The rising expectations and digital behaviors of empowered shoppers in China are compelling retailers to improve their in-store customer experience to boost loyalty and drive business growth....

    • Downloads: 42
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Data: Mobile And Tablet Commerce Forecast, 2016 To 2021 (EU-7)

    ForecastView Spreadsheet

    This update to the mobile and tablet forecast for the EU-7 (France, Germany, Italy, Netherlands, Spain, Sweden, and the UK) provides smartphone and tablet online sales by country and category for...

    • 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 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: 2620
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Data Web-Influenced Retail Sales Forecast, 2015 To 2020 (Asia Pacific)

      ForecastView Spreadsheet

      As a significant share of the population goes online, the web increasingly influences retail sales. This forecast analyzes the web’s influence on retail sales to understand the total impact of...

      • For eBusiness & Channel Strategy Professionals

        Report:Building The Business Case For Omnichannel In Retail

        Business Case: The Omnichannel Commerce Playbook

        To meet customer demand for new fulfillment options, eBusiness leaders are prioritizing omnichannel fulfillment projects. To lead these expensive, high-visibility initiatives, they must build...

        • Downloads: 727
      • For Application Development & Delivery Professionals

        Report:Vendor Landscape: Multi-Echelon Inventory Optimization Applications

        Companies across all industries struggle to manage inventories. Multi-echelon inventory optimization (MEIO) applications can effectively improve customer service levels while reducing inventory...

        • Downloads: 6
      • 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: 161
      • 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: 194
      • 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: 247
      • 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: 199
      • For eBusiness & Channel Strategy Professionals

        Report:Do Smartphone Owners Use The App, The Mobile Site, Or Both?

        A Forrester Data Snapshot

        Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

        • Downloads: 9
      • For B2C Marketing Professionals

        Report:Making Content Work For Retail

        Marketers Must Adapt Their Content Marketing Strategies To Three Retailer Archetypes To Drive Results

        To shoppers, visits to a retailer feel like two experiences separated by a common brand. TV ads, in-store promotions and brands' websites speak to shoppers' aspirations. Retail messages — in-store...

        • Downloads: 257
      • For Infrastructure & Operations Professionals

        Report:Brief: Best Practices In Deploying A Customer Engagement Network In Retail

        In the "Have You Built A Customer Engagement Network In Retail?" Forrester report, we outlined 17 retail initiatives forcing infrastructure and operations (I&O) professionals to design, deploy, and...

        • Downloads: 125
      • For eBusiness & Channel Strategy Professionals

        Report:It's Only The First Inning Of Omnichannel Retail

        Vision: The Omnichannel Commerce Playbook

        Omnichannel retail is still in its early days. Most eBusiness leaders who are investing in "omnichannel" are typically looking to fulfillment tactics like "endless aisle" in stores and in-store...

        • Downloads: 342
      • For Customer Insights Professionals

        Report:Drive Intelligent Customer Interactions With Spatial Analytics

        The opportunity for spatial analysis of your customers' location has shifted up a gear from the niche and static use cases of the past. Firms now have access to unprecedented levels of customer...

        • Downloads: 197
      • For eBusiness & Channel Strategy Professionals

        Report:Executive Q&A: How US Merchants Should Unlock More Value From NFC Payments In 2016

        In the past year, two market factors started to shape the next phase for mobile payments in-store. First, tech giants like Apple, Google, and Samsung released new NFC-based payment systems. Second,...

        • Downloads: 128