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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74 results in Reports

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

    Report:The Chinese Retail Market Landscape In 2014

    Traditional Retailers Must Embrace Disruption

    The restructuring and slowing down of the Chinese economy is changing the country's retail industry. In 2014, the growth rate of China's top 100 retail chains has continued to decline and is now at...

    • Downloads: 95
  • For eBusiness & Channel Strategy Professionals

    Report:Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the...

    • Downloads: 1905
  • For eBusiness & Channel Strategy Professionals

    Report:Consumer Wallet Shift And Retailer Strategy Bolster Canadian Online Retail

    ForecastView Document

    Online retail sales in Canada are set to rise by over 15% in 2014, topping C$22 billion but still representing just 6% of the total retail market. However, with continued double-digit growth through...

    • Downloads: 9
  • For Application Development & Delivery Professionals

    Report:TechRadar™: Logistics Applications, Q1 2015

    Logistics Applications Deliver Merchandise Availability And Lead-Time Transparency For Compelling Customer Experience

    In the age of the customer, merchandise availability and lead time are critical differentiating elements of the customer experience. Existing and new technologies provide both the threat and...

    • Downloads: 54
  • For Security & Risk Professionals

    Report:Lessons Learned From Global Customer Data Breaches And Privacy Incidents Of 2013-14

    Continuous Improvement: The Data Security And Privacy Playbook

    Frustrated security and risk (S&R) professionals once wished for more media coverage of customer data breaches and privacy abuses to help them raise the importance of security with naive business...

    • Downloads: 239
  • For eBusiness & Channel Strategy Professionals

    Report:Capture The Global eCommerce Opportunity

    Landscape: The eCommerce Globalization Playbook

    Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

    • Downloads: 1871
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2013 To 2018 (Western Europe), Q4 2014 Update

    ForecastView Spreadsheet Q4 2014 Update

    Our Q4 update to the online retail sales forecast in Western Europe has found slower growth in France and stronger growth in the UK, Italy, and Ireland compared with the previous forecast. The Q4...

    • Downloads: 10
  • For CIO Professionals

    Report:Digital Leadership In Retail, 2014

    Digital Business Insights For Retail CIOs

    Retailers are at the sharp edge of change in the age of the customer; those that fail to embrace digital transformations of customer experience will fail to win, serve, and retain customers —...

    • Downloads: 266
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Holiday Retail Forecast, 2014

    Online Sales Will Reach $89 Billion This Holiday Season

    We predict that US online retail sales during the critical months of November and December will be higher than ever. Forrester projects that the online channel will generate $89 billion during that...

    • Downloads: 193
  • For Application Development & Delivery Professionals

    Report:Big Data In CPG And Retail

    Retail and consumer packaged goods (CPG) line of business leaders look to their professional colleagues in application development and delivery (AD&D) roles for help in realizing the potential...

    • Downloads: 214
  • For eBusiness & Channel Strategy Professionals

    Report:Executive Q&A: Top 10 Questions About Retail Pricing Solutions Answered

    Retail pricing solutions — technologies that help retailers set initial, ongoing, and clearance pricing for their product assortments — are quickly becoming standard competitive tools for...

    • Downloads: 60
  • For Security & Risk Professionals

    Report:Mitigate Risks In The Customer's Journey

    How To Create And Execute A Customer-Focused Risk Framework

    Risk professionals cannot help businesses succeed without a clear strategy to win, serve, and retain customers. With countless delivery channels and untapped target customers, companies find...

    • Downloads: 113
  • For eBusiness & Channel Strategy Professionals

    Report:Rank Yourself With The Digital Maturity Model

    Assessment: The Retail eCommerce Playbook

    As eBusiness and channel strategy professionals at retail companies evaluate their eCommerce opportunities, establishing a level set of current strengths and weaknesses is essential. This year,...

    • Downloads: 1470
  • For CIO Professionals

    Report:Accelerating Technology Change Restructures US Services Employment

    Human Middleware And Transaction Processing Jobs Are Becoming Obsolete

    A perfect storm of technology change is streamlining, simplifying, and atomizing business processes. The effects will ripple across organizations, as human capital shifts from handling transactions...

    • Downloads: 81
  • For eBusiness & Channel Strategy Professionals

    Report:Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

    • Downloads: 43
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2014 To 2019 (Canada)

    ForecastView Spreadsheet

    Canadian online retail sales account for 6% of total Canadian retail sales today, lagging behind the US and other developed markets. Many retailers have been slow to build out their digital offering,...

    • Downloads: 5
  • For eBusiness & Channel Strategy Professionals

    Report:China Online Retail Forecast, 2014 To 2019

    Embrace The Mobile Sales Momentum In China

    China's eCommerce market continues to grow rapidly in terms of both the number of online buyers and the amount they're spending. Total online retail spending in China reached $307 billion in 2013 and...

    • Downloads: 87
  • For eBusiness & Channel Strategy Professionals

    Report:Plan Your European eCommerce Expansion

    European Cross-Border Buyers Are Valuable Digital Embracers

    European online cross-border purchasing is happening, but with almost a quarter of European online adults buying cross-border, it has not yet reached a critical mass. Those in smaller European...

    • Downloads: 89
  • For eBusiness & Channel Strategy Professionals

    Report:Leveraging Location Data In Retail Requires Contextual Privacy

    Missteps Can Generate Bad Publicity And Alienate Customers

    Retail marketers long for the kinds of in-store analytics and in-aisle targeting that eBusiness teams have leveraged for over a decade with web analytics and online measurement technologies. New...

    • Downloads: 149
  • For Application Development & Delivery Professionals

    Report:Brief: Drive Faster Retail Performance With SAP'S CAR

    How To Benefit From SAP's Customer Activity Repository

    Application development and delivery (AD&D) professionals in retail face a barrage of urgent demands from line of business colleagues to equip them with actionable insight about inventory...

    • Downloads: 53
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: European Online Holiday Retail Sales Forecast, 2014

    European Online Holiday Sales Will Reach €35 Billion

    As Europe gears up for the most multidevice, multichannel holiday season ever, Forrester forecasts that online retail sales in Europe will generate €35 billion during the holiday months of...

    • Downloads: 62
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: Prepare For More Global eCommerce Players To Spread Their Wings

    10 Trends That Will Shape Global Online Retail

    The next year will see global eBusiness executives continuing to expand their international footprints. Some will set their sights exclusively on the relatively mature online retail markets of North...

    • Downloads: 214
  • For eBusiness & Channel Strategy Professionals

    Report:The Fragmented Chinese Retail Market Creates eCommerce Opportunities

    eCommerce has grown tremendously in China in the past few years. The Chinese market is prospering, with comprehensive eCommerce platforms and vertical eCommerce players competing to better serve...

    • Downloads: 112
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2015: Key Metrics, Initiatives, And Mobile Benchmarks

    Forrester partners with Shop.org, a division of the National Retail Federation, to survey retailers annually about their eCommerce businesses and key initiatives for the coming year. This latest...

    • Downloads: 23