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 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: 397
  • 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: 183
  • For Application Development & Delivery Professionals

    Report:The 10 Most Important Technology Trends In Business Application Architecture Today

    Understand These Trends To Shape Your Application Strategy

    This report enumerates the top 10 technology trends that are reshaping the nature and value proposition of business applications today and in the coming years. Application delivery leaders,...

    • Downloads: 1264
  • 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: 259
  • For Application Development & Delivery Professionals

    Report:Optimize Long-Term Application Effectiveness And Value

    Effectiveness: The Business Applications Playbook

    Firms invest millions in application software — money that they might otherwise invest in new sales and distribution partnerships or new plants and machinery. Traditional arguments about...

    • Downloads: 290
  • For Application Development & Delivery Professionals

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

    Amazon Has Changed The Pricing Game For Retailers

    The retail industry must rethink its approach to pricing. Amazon is making an estimated 3 million price changes daily, as it capitalizes on its vast computing capacity to sense fluctuations in...

    • Downloads: 99
  • 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: 49
  • 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: 266
  • 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: 112
  • 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: 362
  • 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: 403
  • 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: 212
  • For Application Development & Delivery Professionals

    Report:Market Overview: Trade Promotion Management

    Drive Your CPG Firm's Digital Business Initiatives With New Trade Promotion Applications

    Consumer packaged goods (CPG) brands spend more than $500 billion on trade promotions annually and estimate that a third of that spend generates negative returns. To drive new product introduction in...

    • Downloads: 166
  • 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 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: 300
  • 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,...

    • Downloads: 296
  • 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: 668
  • 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: 788
  • For Application Development & Delivery Professionals

    Report:SAP Modernization

    Modernizing The SAP Platform To Prepare For Innovation

    Almost half of Forrester clients deploy applications from SAP, investing millions to maintain them as a system of record; many of these companies are global corporations with more than $1 billion in...

    • Downloads: 568
  • 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: 311
  • 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: 463
  • 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: 586
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Retail Planning Solutions, Q2 2014

    The 10 Providers That Matter Most And How They Stack Up

    Retailers' profitability has always depended on the ability to turn inventory fast, since inventory is the principal asset on their balance sheets. Nothing influences inventory turn as much as...

    • Downloads: 657
  • For Application Development & Delivery Professionals

    Report:Software Innovation In India

    How Firms Can Best Capitalize On Software Development And Configuration Opportunities In India

    The continued economic viability of software development in India, whether by independent software vendors (ISVs) or "captive" business units, depends less on pure labor arbitrage and more on...

    • Downloads: 295
  • 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