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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Market Imperatives


7 results in Reports

  • Marc Cecere
  • Past 6 months
  • 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: 121
  • 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: 384
  • 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: 114
  • 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: 200
  • 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: 123
  • 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: 306
  • 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: 53