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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27 results in Reports

  • Marc Cecere
  • For CIO Professionals

    Report:The Forrester Wave™: Business Transformation Consultancies, Q3 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 23-criteria evaluation of business transformation consultancies, we identified the 10 most significant service providers — Accenture, Capgemini, Cognizant, Deloitte, EY, IBM,...

    • Downloads: 301
  • For Infrastructure & Operations Professionals

    Report:Today's Reality: You Must Prepare For Your Future I&O Organization

    Organization: The I&O Transformation Playbook

    The digitalization of the most mundane aspects of life has transformed today's society, giving enterprises a unique opportunity to collect and process vast amounts of data that they can use to win,...

    • Downloads: 165
  • For CIO Professionals

    Report:Executing Enterprise-Versus-Local Decisions

    The Second In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    All CIOs wrestle with which processes, technologies, organizations, and roles should be consistent across the organization (enterprise) and which should be specific to a business unit or geography...

    • Downloads: 209
  • For CIO Professionals

    Report:What Drives The Size Of IT Functions?

    Benchmark data such as the percentage of IT people in an organization or IT spending compared to revenue is useful, but it won't determine how much to spend or what the appropriate size of a specific...

    • Downloads: 781
  • For CIO Professionals

    Report:Brief: Understand Job Seekers' Challenges In Order To Succeed In Hiring

    Although the tech employment market is hot, standing out amidst the noise generated by social media, job boards, and recruiting services is a challenge to tech pros seeking a new job. This report...

    • Downloads: 99
  • For CIO Professionals

    Report:Design Your Organization To Take Control Of Your Customer Data

    Part Two In A Two-Part Series On Designing Your Data Organization

    As firms try to ramp up their data capabilities to make the best use of their customer data, they are finding a lot wrong with the state of their organization. They lack the skills and knowledge they...

    • Downloads: 252
  • For CIO Professionals

    Report:Create The Operating Model For The Information Management Organization

    Part One In A Two Part Series On Designing Your Data Organization

    In the increasingly digitized world, having superior data on where your customers go, what they do, and how they use your products is a competitive advantage. However, data management in most...

    • Downloads: 432
  • For CIO Professionals

    Report:Market Overview: Business Transformation Consultancies

    Business transformations consist of fundamental changes in business systems, processes, roles and culture. They are linked to — but distinct from — IT transformations, in that they focus...

    • Downloads: 268
  • For CIO Professionals

    Report:Defining The New Vendor Management Organization

    Procurement-Based Approaches To Strategic Suppliers Won't Work In Light Of Business Technology Requirements

    CIOs need to raise the game of vendor management. To date, they've been too focused on procurement, cost savings, and managing existing relationships. To support the need for greater innovation,...

    • Downloads: 280
  • For CIO Professionals

    Report:The CIO's Role In Business Transformation

    Nearly all business transformations today are technology-dependent and focus on breaking traditional business silos. These are high-risk, high-complexity projects that require knowledge of...

    • Downloads: 711
  • For CIO Professionals

    Report:Brief: Technology Management's Checklist For Improving Customer Experience

    Five Critical Actions CIOs Should Take

    The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics...

    • Downloads: 240
  • For CIO Professionals

    Report:Brief: Master Change Management And Upgrade Skills To Transform

    The Need For Increasingly Frequent, Global, And Customer-Obsessed Transformation Strains Understaffed CIOs

    Most companies are transforming in ways that require wrenching changes to business models and technology and that stretch their ability to execute. The increased need for speed and customer obsession...

    • Downloads: 88
  • For CIO Professionals

    Report:The Do's And Don'ts Of Building IT Organization Charts

    The reporting structure of an IT organization affects how roles operate in that shop. The structure must support the goals of the organization and be consistent with its culture and capabilities....

    • Downloads: 974
  • For CIO Professionals

    Report:Year-End 2013 IT Budget Benchmarks

    How Forrester's Forrsights Data Can Help CIOs Prepare For 2014

    CIOs often request IT budget benchmarks. In this report, we have provided these benchmarks using data from our Forrsight's IT Budgets And Priorities Survey, Q4 2013. However, it's easy to misuse IT...

    • Downloads: 1604
  • For CIO Professionals

    Report:Design The Tech Organization For The BT Agenda

    Organization: The Business Technology Agenda Playbook

    Organizational design decisions must consider a complex array of culture, structure, and process issues. The best of today's tech management organizations have been designed to balance operational...

    • Downloads: 245
  • For CIO Professionals

    Report:CIOs: Structure Your Tech Management Roles To Balance Local And Enterprise Capabilities

    The First In A Two-Part Series On Defining And Implementing Shared Services Or Local Capabilities

    Many CIOs struggle with this question: Which processes, technologies, organizations, and competencies should be common across the organization (i.e., enterprise), and which should be specific to a...

    • Downloads: 316
  • For CIO Professionals

    Report:New Organizational Models Of IT Balance Efficiency With Responsiveness

    To redesign an IT organization, you need to know the potential organizational models, their pros and cons, and how they would meet the needs of your organization. Fortunately, there are a relatively...

    • Downloads: 1245
  • For CIO Professionals

    Report:CIOs: Master The Hiring Game

    Technology Candidates Are In High Demand

    Technology and social media have dramatically changed high-tech recruiting. The combination of a hot job market, mobile devices, company websites, job boards, and other factors has deluged employers...

    • Downloads: 107
  • For CIO Professionals

    Report:The Forrester Wave™: IT Organization Redesign Consultancies, Q4 2012

    New technologies, service offerings, business changes, and other factors are driving CIOs to change the structure, processes, governance, and culture of IT organizations. However, redesigns are an...

    • Downloads: 714
  • For CIO Professionals

    Report:Brief: Lessons From The Business Transformation Trenches

    Business transformations are top of mind for most firms. Many involved in these large-scale projects are treading deep into unfamiliar territory. Choosing the right consulting partner is therefore...

    • Downloads: 98
  • For CIO Professionals

    Report:Brief: Acquire New Skills For Technology Management

    The age of the customer raises uncertainty for CIOs and their technology management teams. Historically, tech management has used requirements from marketing, operations, and other business areas to...

    • Downloads: 153
  • For CIO Professionals

    Report:Brief: Budgets And Spending For The Insurance Industry

    CIOs in insurance must balance the need for operational excellence with newer demands associated with the business technology (BT) agenda, which focuses on technology, systems, and processes to win,...

    • Downloads: 179
  • For CMO Professionals

    Report:Unify Data Expertise To Fuel Your Marketing Operating System

    Define Data Responsibilities To Boost Enterprise Intelligence

    This report, originally written for customer insights professionals, includes content relevant to CMOs. And here's why: Dramatic changes in how empowered customers now use digital and nondigital...

    • Downloads: 111
  • For CIO Professionals

    Report:Asset-Based Consulting Will Gradually Change The Consulting Revenue Model

    CIOs: Base Your Selection On What The Consultants Know And The Resources They Have Access To Inside And Outside Their Consultancy

    The days of consultants relying on individual experience to execute complex projects are waning. The best consultancies are increasingly using reusable assets in the form of templates, best...

    • Downloads: 80
  • For CIO Professionals

    Report:Decoding Your IT Org Chart

    An org chart is just one element that will enable an IT organization to operate effectively. It must be combined with other elements including leadership, culture, and processes. However, who your...

    • Downloads: 473