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.

Refine your results

Date Range

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

44 results in Reports

  • George Lawrie
  • For Application Development & Delivery Professionals

    Report:Brief: Scale Out Your Infrastructure With SAP Business Suite Powered By Hana

    How To Manage High Data Volumes Up To 16 TB

    More than 2,000 firms have licensed SAP Business Suite powered by Hana, but some large firms have reached the limit to which they can scale up their infrastructure. This brief shows how application...

    • Downloads: 126
  • For Application Development & Delivery Professionals

    Report:Optimize Business Processes And Govern Transformation

    Application development and delivery (AD&D) professionals have a poor reputation among their line-of-business colleagues of being able to deliver timely, high-impact solutions. This research shows...

    • Downloads: 596
  • For Application Development & Delivery Professionals

    Report:Ground Applications Strategy In Business Imperatives

    Strategy: The Business Applications Playbook

    This report outlines the role of business strategy in Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. Large firms are...

    • Downloads: 698
  • For Application Development & Delivery Professionals

    Report:Brief: CPG's Digital Future

    How CPG Brands Will Adapt To Digital Disruption

    Consumer packaged goods (CPG) brands face intense threats from an accelerating rate of new product introduction and the erosion of brand loyalty. They also face grueling competition in a race to...

    • Downloads: 290
  • For Application Development & Delivery Professionals

    Report:Tool Up For Digital Store Operations

    Applications Best Practices For Integrating Store Operations Into Your Strategy

    The death of the physical store is a popular, but not completely accurate, story in headlines today. Even as physical stores face pressures from digital channels and competition, the in-store...

    • Downloads: 146
  • 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: 96
  • For Application Development & Delivery Professionals

    Report:Canvass Support For Your New Retail Architecture

    Forrester's Retail Reference Architecture Enables Successful Response To Digital Disruption

    Application development and delivery (AD&D) professionals have to engineer differentiating connected consumer experiences from a web of overlapping systems of engagement such as eCommerce, supply...

    • Downloads: 222
  • For Application Development & Delivery Professionals

    Report:Predictions 2015: Systems Of Engagement Will Shape The Retail And CPG Application Landscape

    RadioShack reported its tenth consecutive quarterly loss in August 2014, blaming eroding topline growth, declining gross margins, and high inventory levels. Similar woes wrecked household names in...

    • Downloads: 420
  • For Application Development & Delivery Professionals

    Report:Agility At Enterprise Scale

    How To Apply Agile Methodology To ERP

    Unlike custom apps, packaged apps don't require extensive requirements gathering. In fact, application development and delivery (AD&D) teams only usually gather "requirements" in the conference room...

    • Downloads: 305
  • For Application Development & Delivery Professionals

    Report:Define The Road Map For Transforming Your App Landscape

    Firms are often torn between forces driving application change or transformation and the overarching desire for cost management. At the same time, they often struggle to deliver projects on time and...

    • Downloads: 848
  • 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: 284
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Point Of Service, Q3 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 59-criteria evaluation of point-of-service (POS) vendors, we identified the 10 most significant providers in the category — Aptos, Demandware, Fujitsu, Microsoft Dynamics, NCR, Oracle,...

    • Downloads: 379
  • For Application Development & Delivery Professionals

    Report:Retool Your Retail Applications To Thrive On Digital Disruption

    Use Advanced Merchandising And Planning To Steer A New Course

    Application development and delivery (AD&D) professionals in retail must contend with established categories of packaged apps for store operations, eCommerce, supply chain, and loyalty. But most...

    • Downloads: 512
  • For Application Development & Delivery Professionals

    Report:Pricing Automation Reshapes Retail — Can You Keep Up?

    Technology Has Changed The Pricing Game For Retailers

    The retail industry must rethink its approach to pricing. eCommerce giants are making millions of price changes each day as they capitalize on their vast computing capacity, sensing the ebb and flow...

    • Downloads: 135
  • 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: 388
  • For Application Development & Delivery Professionals

    Report:Forrester’s Business Application Age Of The Customer Assessment Tool

    This is a self-assessment tool for companies to evaluate their level of maturity of their business application strategy in relation to customer-centricity in the age of the customer.

    • Downloads: 18
  • For Application Development & Delivery Professionals

    Report:SAP Hana Is The Answer! What's The Question?

    Demystifying SAP's In-Memory Solution

    SAP Hana is SAP's latest flagship technology, and it seems to be the company's silver-bullet response to almost every question. There is, however, a good reason behind this, as SAP has extensively...

    • Downloads: 504
  • For CIO Professionals

    Report:The Retail CIO Agenda 2015: Secure And Innovate

    In December 2014, Forrester partnered with the National Retail Federation (NRF) for its annual survey of retail CIOs to understand their most important challenges and opportunities for the upcoming...

    • Downloads: 320
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Retail And CPG Collaboration Platforms

    Collaborate On Insight And Actions For Joint Success

    Retailers and consumer brands spend heavily on business-to-business (B2B) messaging to coordinate their efforts to serve markets. But their messaging is often too slow and error-prone to compete with...

    • Downloads: 60
  • For Application Development & Delivery Professionals

    Report:Increase Flexibility By Embracing Future Business And Technology Trends

    This report outlines Forrester's vision for the future of business applications. It summarizes the key business drivers and trends that are reshaping the value proposition of business applications....

    • Downloads: 2348
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Should "Ship-From-Store"

    Revenue, Customer Experience, And Margin Gains Await Retailers That Have The Vision To Seize This Strategic Opportunity

    Amazon is intensifying the online battle across many fronts, including the construction of new distribution centers designed to get orders to the customer as quickly and cheaply as possible....

    • Downloads: 696
  • For Application Development & Delivery Professionals

    Report:Manage Your Business Application Transformation Performance

    In today's digital world, business transformation often also means change in the ways of business capability provisioning. Many, if not all, transformation initiatives encompass both business as well...

    • Downloads: 320
  • For Application Development & Delivery Professionals

    Report:Benchmark Your Consumer Centricity In Retail And CPG

    Retail and consumer packaged goods (CPG) AD&D professionals have to help their stakeholders to drive actionable insight from a wide range of solutions and external agency services, such as those for...

    • Downloads: 234
  • For Application Development & Delivery Professionals

    Report:Brief: Plan The Next Phase Of Your SAP Journey

    Continue Evolving From R/2's Integrated Real-Time Enterprise Apps To R/3's Client/Server Innovation To S/4's OLAP/OLTP Convergence

    This report will help application development and delivery (AD&D) leaders in firms with significant SAP investments to understand SAP's direction and to adjust their plans and resources to take...

    • Downloads: 167
  • For Application Development & Delivery Professionals

    Report:Moment-Of-Truth Best Practices In Retail And CPG

    Application development and delivery (AD&D) professionals have heard how mobile moments transform customer experience and how micro moments — critical windows of opportunity — are the...

    • Downloads: 293