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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57 results in Reports

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

    Report:Just For You: Use Personalization Technology To Help Associates In The Retail Store

    Retailers Fail To Create Relevant Digital Experiences For Their Associates

    As retail stores transform into digital stores, customers will expect personalized content and experiences in-aisle. Personalization technologies such as automated product recommendations are poised...

    • Downloads: 99
  • For Customer Experience Professionals

    Report:Does Customer Experience Really Drive Business Success?

    The Relationship Between Superior Customer Experience And Growth

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

    • Downloads: 383
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Key Technology Themes For Digital Retailers

    NRF's Big Show Highlights A New Generation Of Solutions Offering Customer-Centric And Data-Based Insights

    The rules of engagement between retailers and customers are changing. Recognizing the serious challenge they face, eBusiness professionals often turn to solution providers that specialize in...

    • Downloads: 224
  • For eBusiness & Channel Strategy Professionals

    Report:Cross-Border eCommerce: The Opportunity For US Online Retailers

    International Shipping Solutions Provide A Low-Cost Way To Reach Global Online Shoppers

    eCommerce growth rates in many regions of the globe are outpacing eCommerce growth in the US. As a result, eBusiness executives at US online retailers are considering new ways to expand globally....

    • Downloads: 71
  • For eBusiness & Channel Strategy Professionals

    Report:Cross-Border Sales Drive 17% Of Online eCommerce In Western Europe

    ForecastView Document

    This report provides context for and insight into the Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe). This forecast defines cross-border buyers as consumers who...

    • Downloads: 24
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Cross-Border Retail Forecast, 2013 To 2018 (Western Europe)

    ForecastView Spreadsheet

    Western Europe is one of the largest markets in the world for cross-border trade. Online cross-border retail sales in Western Europe will grow at a compound annual growth rate (CAGR) of 11% over the...

    • Downloads: 13
  • For eBusiness & Channel Strategy Professionals

    Report:The Business Case For mPOS Is Associate Enablement

    Mobile Point Of Service Is Marked By Rising Interest But Misunderstood ROI

    Mobile point of service (mPOS) has seen a rapid increase in interest from eBusiness and retail leaders over the past few years; however, the return on investment (ROI) has been elusive. Deployment...

    • Downloads: 126
  • For eBusiness & Channel Strategy Professionals

    Report:Avoid The Rush And Deal With The Realities Of Same-Day Delivery

    Large Retailers Tout Same-Day Delivery As The Next Standard For Shipping, But Challenges Raise Doubts About Long-Term Viability

    Same-day delivery is often touted in the media as the next standard for fulfilling online orders, but many retailers struggle to see the viability of offering this service as a long-term business...

    • Downloads: 201
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In Leading A Digital Business Transformation

    Insights From The Front Lines At 3M, Bank Of America, And Walgreens

    The forces of digital disruption have reached critical mass, threatening every incumbent firm in every industry. Attendees at our Forum For eBusiness & Channel Strategy Professionals heard from...

    • Downloads: 454
  • For Application Development & Delivery Professionals

    Report:Case Study: One Stop Delivers Great Value Locally With Assortment Localization

    This brief provides application development and delivery (AD&D) leaders with a case study showing how the fast-growing retailer One Stop has harnessed the power of category optimization to localize...

    • Downloads: 35
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailers: Focus On Serving Your Customers In Their Mobile Moments

    You Have Many Opportunities To Drive Sales And Customer Loyalty

    For the past 20 years, online retailers have been steadily taking market share away from traditional retailers. Initially, they used price arbitrage, but more recently have shifted focus to...

    • Downloads: 137
  • For eBusiness & Channel Strategy Professionals

    Report:Paving The Path To Omnichannel Fulfillment

    Road Map: The Retail Omnichannel Playbook

    Omnichannel fulfillment programs have topped eBusiness priority lists for a number of years. And while there is no doubt that retailers understand the omnichannel mandate, many are unsure of where to...

    • Downloads: 95
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Mobile And Tablet Commerce Forecast, 2015 To 2020 (EU-7)

    ForecastView Spreadsheet

    This forecast details mobile and tablet commerce sales, sales growth, and online market share from 2015 to 2020 for retail and travel across the UK, Germany, France, Italy, Spain, the Netherlands,...

    • Downloads: 13
  • For eBusiness & Channel Strategy Professionals

    Report:Building The Business Case For Omnichannel In Retail

    Use Forrester's TEI Model To Understand The Value Of Omnichannel Fulfillment

    Retailers are launching omnichannel fulfillment projects at a rapid pace. eBusiness professionals are prioritizing these projects due to growing customer demand for new order fulfillment options and...

    • Downloads: 289
  • For CIO Professionals

    Report:US Tech Market Outlook For 2015 And 2016: The BT Agenda Powers Steady Expansion

    Software Expansion Offsets Weak Hardware And Outsourcing Demand

    Three trends dominate our updated US tech market forecast for 2015 and 2016. First, spending by CIOs and their business partners on the business technology (BT) agenda to win, serve, and retain...

    • Downloads: 192
  • 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: 63
  • For CIO Professionals

    Report:Case Study: How Data Can Enable Business Disruption

    German E-tailer reBuy Disrupts Retail Dynamics Through Intelligent Data Usage

    The use of data has evolved to the point where data has become the enterprise's most critical business asset in the age of the customer. The business model of reBuy reCommerce — the leading...

    • Downloads: 134
  • For Customer Insights Professionals

    Report:Mobile's Role In The Consumer's Path To Purchase

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data

    When they want a product or service, consumers embark on a path to purchase; they discover, explore, buy, use, ask, and engage using a multitude of touchpoints. The rise in the adoption of mobile...

    • Downloads: 91
  • For eBusiness & Channel Strategy Professionals

    Report:Drive Incremental Sales With Endless Aisle Capabilities

    Today's Tools Deliver Top-Line Growth For Retailers

    The retail industry has been tackling omnichannel fulfillment for a few years, with most of the focus going toward store fulfillment of online orders and click-and-collect. These capabilities rose to...

    • Downloads: 173
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Turn Pain Into Profits Through Omnichannel Returns

    Omnichannel returns, which allow customers to return online orders to a physical store, are a standard offering for most leading multichannel retailers. But even with this customer-centric capability...

    • Downloads: 92
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research eCommerce Forecast, 2014 To 2019 (US)

    Online Retail Tops $300 Billion In 2015

    Forrester expects online retail sales in the US to reach $334 billion in 2015, approximately 10% of all sales in the US. eCommerce will experience a strong compound annual growth rate (CAGR) of 10%...

    • Downloads: 466
  • For eBusiness & Channel Strategy Professionals

    Report:Win Your Offline Mobile Moments

    Use Mobile To Break Down Channel Barriers On-Premises

    Your customer is experiencing a mobile mind shift. She expects to get anything she wants, immediately and in context. Whether she's in your store making a product decision or navigating an airport,...

    • Downloads: 194
  • For Customer Experience Professionals

    Report:The Best And Worst Of Australian Retail Website Experiences, 2015

    Forrester has been evaluating website user experiences since 1999, completing more than 1,500 site reviews to date. This year, for the first time, we turned our attention to Australian websites...

    • Downloads: 90
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Western European Online Cross-Border Retail Sales Forecast, 2013 To 2018

    European Online Cross-Border Sales Will Reach €40 Billion By 2018

    Cross-border online sales are on the rise in Europe, with Forrester forecasting that they will grow by a compound annual growth rate (CAGR) of 11% over the next five years. Cross-border sales...

    • Downloads: 65
  • For eBusiness & Channel Strategy Professionals

    Report:Retail eCommerce In Canada 2015

    A Look At Canadian Online Retailers' Key Metrics, Initiatives, And Marketing Tactics

    Forrester partnered with Retail Council Of Canada to conduct a survey of Canadian retailers regarding their eCommerce businesses and key initiatives for the year. The survey incorporated insights...

    • Downloads: 92