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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43 results in Reports

  • George Lawrie
  • 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: 315
  • 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: 160
  • 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 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: 845
  • 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: 139
  • For Application Development & Delivery Professionals

    Report:Prioritize Retail Technology Management Investments To Stay Competitive

    Retailers expect more industry change in the next five years than they experienced in the last 50. They plan investments in infrastructure and expect to spend more on people, contractors, and...

    • Downloads: 277
  • 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: 318
  • For Application Development & Delivery Professionals

    Report:Forrester's Business Application Benchmark Self-Assessment Tool

    Application development and delivery professionals should benchmark their application portfolios and governance processes to help their stakeholders understand how investing in applications...

    • Downloads: 37
  • For Application Development & Delivery Professionals

    Report:Organize To Deliver And Manage Application Transformation

    Every firm faces a central dilemma: how to resolve the standardization and differentiation of its business apps to the satisfaction and benefit of all within the organization. Matching the upgrade...

    • Downloads: 791
  • 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: 54
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 377
  • 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: 414
  • 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: 282
  • For Application Development & Delivery Professionals

    Report:Put The Customer At The Center Of Your Business Applications Portfolio

    Assessment: The Business Applications Playbook

    Mature enterprise applications portfolios are well adapted to vertically integrated enterprises with highly trained dedicated users. But the age of the customer means that enterprises need to...

    • Downloads: 423
  • 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: 375
  • For Application Development & Delivery Professionals

    Report:Brief: Managing The Transition To SaaS Applications For Retail And CPG

    Application development and delivery (AD&D) pros in consumer packaged goods (CPG) and retail industries are racing to adapt their application portfolios to a more external customer focus. Our data...

    • Downloads: 91
  • 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 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: 688
  • 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: 94
  • For Application Development & Delivery Professionals

    Report:How To Turn The USA EMV Retail Deadline Into Customer Advantage

    In October 2015, responsibility for credit cardholder present fraud will shift from the issuer to retailers that have failed to implement chip and pin protection. Retailers with 75% of more of their...

    • Downloads: 117
  • For Application Development & Delivery Professionals

    Report:Brief: Enterprise Apps On Any Browser

    Insulate Enterprise Apps From Customers' Browser Whims

    Enterprise applications like enterprise resource planning (ERP) or customer relationship management (CRM) are vehicles for realizing group-level synergies such as terms that are common to customers...

    • Downloads: 85
  • For Application Development & Delivery Professionals

    Report:CPG Brand And Retail Channel Collaboration — From Signaling To Synchrony

    CPG And Retail Collaboration In The Digital Age Of The Customer

    Application development and delivery (AD&D) professionals in retail and consumer packaged goods (CPG) have invested significant effort in traditional electronic data interchange (EDI) messaging to...

    • Downloads: 208
  • 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: 218
  • 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: 462