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:Design The Tech Organization For The BT Agenda

    Organization: The Business Technology Agenda Playbook

    The business technology (BT agenda) focuses on technology to win, serve, and retain customers. Organizational elements including innovation labs, flexible sourcing models, and specialized...

    • Downloads: 497
  • 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: 123
  • For CIO Professionals

    Report:Emerging Business Technology Priorities

    Landscape: The Business Technology Agenda Playbook

    In the age of the customer, the focus of technology management must shift toward winning, serving, and retaining customers. Understanding how and where to prioritize this shift is a critical aspect...

    • Downloads: 691
  • 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: 186
  • 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...

    • Downloads: 742
  • For CIO Professionals

    Report:Brief: Hiring And Retaining Diverse Technical Talent

    Building a diverse technical team is critical to win, serve, and retain a wide range of clients. But women and minorities are still underrepresented in most technology organizations. Are you...

    • Downloads: 96
  • For CIO Professionals

    Report:Building The Case For Business Technology

    Business Case: The Business Technology Agenda Playbook

    Business technology (BT) creates digital experiences that help to win, serve, and retain customers. It delivers more engaged employees, better customer experience, and, in turn, more profitable...

    • Downloads: 125