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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7 results in Reports

  • Marc Cecere
  • Past 6 months
  • For CIO Professionals

    Report:Selecting Your Business Transformation Consultancy

    Industry/Customer Knowledge, A Track Record, Data, And Trust Are Key Consulting Differentiators For Large Complex Projects

    Business transformations are becoming riskier and more complex. They are increasingly global and cross-organizational in scope, require new technologies, and focus on customer needs over internal...

    • Downloads: 80
  • 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: 165
  • 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: 158
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Change Management Is A New Differentiator In The Digital Era

    The ability to adapt to changing market dynamics is a critical part of growing as a business. While many companies pay close attention to technology and organizational change issues, far fewer...

    • Downloads: 41
  • For CIO Professionals

    Report:Upgrade Change Management To Transform For Growth

    Behavioral Science Helps CIOs Accelerate Change To Better Serve Customers

    Done well, organizational change management (OCM) is the unsung hero of successful business transformations. Done poorly, it's the silent killer of projects that fail. Unfortunately, although CIOs...

    • Downloads: 115
  • For CIO Professionals

    Report:Brief: People Analytics Will Digitize Staffing

    New Tools Help CIOs Find And Retain Tech Talent

    There is a conundrum in the tech talent market: CIOs cannot find enough of the right talent and have difficulty retaining the staff they have. The age of the customer is making the problem even...

    • Downloads: 111
  • For CIO Professionals

    Report:The Future of Consulting Through 2020

    Digital Is Changing The Operating Model, Services, And Strategies Of Consulting Firms

    In a changing digital world defined by increasing customer empowerment, reusable assets, and software-as-a-service (SaaS), consulting will significantly change over the next five years. These forces...