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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77 results in Reports

  • Past 6 months
  • Retail
  • For Application Development & Delivery Professionals

    Report:Reinvent Product Innovation To Revive Your Brand

    Adapt Your Private-Label And PLM Process And Application Portfolio To Digital Disruption

    Successful new product introductions lift revenues for retailers and consumer brands. But out of thousands of new offerings each year, only a handful succeed. Mastery of PLM, be it private-label...

    • Downloads: 83
  • For Application Development & Delivery Professionals

    Report:Planning For Retail Payment Innovation

    AD&D Professionals Must Prepare For Changes In The Payment Landscape

    The rise of new payment options are changing the world of retail payments — Apple Pay and Android Pay are just the beginning. Retailers have long disliked the charges levied by the card...

    • Downloads: 267
  • For CIO Professionals

    Report:China Tech Market Outlook, 2016 To 2017

    Business Technology Enables Digital Transformation In China

    Technology spending in China will reach $147 billion in 2016 as organizations accelerate digital transformation initiatives by rapidly increasing their business technology investments. This report...

    • Downloads: 117
  • 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: 170
  • 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: 1144
  • 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: 259
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Configure-Price-Quote Solutions

    Businesses have changed the way they buy goods and services in the age of the customer, but they have done little to adapt the way they sell. Configure-price-quote (CPQ) vendors offer solutions to...

    • Downloads: 96
  • For B2C Marketing Professionals

    Report:The Best And Worst Of Email Marketing, 2015

    Benchmarks: The Email Marketing Playbook

    This report helps marketing leadership professionals benchmark their email marketing campaigns against 70 of their peers that Forrester reviewed from the consumer goods, retail, travel, financial...

    • Downloads: 404
  • 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: 1621
  • 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: 50
  • 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: 245
  • 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 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: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: 491
  • For eBusiness & Channel Strategy Professionals

    Report:2016 Commerce Technology Investment Trends: Omnichannel

    For the majority of retailers, the phenomenal growth in online revenues, mobile adoption, omnichannel shopping, and online profitability are translating into strong business cases for significant and...

    • Downloads: 233
  • For eBusiness & Channel Strategy Professionals

    Report:Retailers React To Changes In UK Consumer Holiday Shopping

    ForecastView Document

    Retailer sales in November and December drive one-fifth of retail spend in Western Europe. Heavy discounting in the UK, notably as a result of Black-Friday and Cyber Monday promotions, is changing...

    • Downloads: 2
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: US Cross-Channel Retail Forecast, 2015 To 2020

    Mobile Phones Influence Nearly $1 Trillion In Retail Today

    While online retail continues to grow rapidly, digitally-influenced offline retail is also significant and growing. Shoppers often research online in big and small ways across every shopping category...

    • Downloads: 253
  • 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: 3
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Singles' Day 2015 Shatters Records With $14.3 Billion In Online Sales

    What You Need To Know About The World's Biggest eCommerce Day

    In China, November 11, or Singles' Day, is now the biggest eCommerce day in the world. In fact, last year, Alibaba's Singles' Day sales surpassed the total sales of the second biggest online sales...

    • Downloads: 47
  • 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: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: 255
  • 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: 2510
  • 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: 52
  • 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: 782
  • For eBusiness & Channel Strategy Professionals

    Report:Take Your eCommerce Business Global

    Executive Overview: The eCommerce Globalization Playbook

    eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $1.4 trillion in online sales this year. In fact, 2015 marked the year China...

    • Downloads: 507