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.

Refine your results

Date Range

Role

Methodology

Topics

Market Imperatives

Region

Vendor

41 results in Reports

  • Duncan Jones
  • For Application Development & Delivery Professionals

    Report:Best Practices: Strategic Software Development Partnerships

    Management: The Business Applications Playbook

    Strong partnerships with a few key providers of software products, platforms, and services are an essential foundation of a digital transformation. You need great software as the foundation of your...

    • Downloads: 190
  • For Application Development & Delivery Professionals

    Report:B2B Order Management Bridges The Gap Between B2B eCommerce And ERP

    Create A B2B Order Management Strategy That Prioritizes Speed And Agility Over Economies Of Standardization

    Many eCommerce projects fail due to problems integrating front-office applications with back-office order tracking and execution. This "integration gap" is a particular challenge in B2B scenarios...

    • Downloads: 309
  • For Application Development & Delivery Professionals

    Report:Three Secrets Of Successful Business Applications Projects

    Execution: The Business Applications Playbook

    Many business applications projects underperform or even utterly fail. Forrester's research into business applications selection and implementation has identified that one root cause is often...

    • Downloads: 128
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: B2B Order Management, Q4 2015

    Seven Leading Providers Streamline Order Capture And Orchestration For Complex, Global Enterprises

    In our 34-criteria evaluation of B2B order management (OM) providers, we identified the seven most significant vendors and researched, analyzed, and scored them. This report shows how each provider...

    • Downloads: 230
  • For Application Development & Delivery Professionals

    Report:The New Way To Choose Business Applications

    Selection: The Business Applications Playbook

    The old way of choosing business applications is obsolete. For years, consultants have sold expensive projects to gather "requirements" from all corners of the business and assemble them into an...

    • Downloads: 319
  • For Sourcing & Vendor Management Professionals

    Report:Value Added Reseller Vendor Selection Tool

    The evolving software value-added reseller (VAR) landscape brings new challenges and opportunities to sourcing and vendor management (SVM) professionals. Clients, who face conflicting  goals...

    • Downloads: 38
  • For CIO Professionals

    Report:The Fog Begins To Lift On Oracle's Cloud Shift

    A Progress Report On Oracle's Strategic Transformation And What It Means For CIOs' BT Strategy

    Does Oracle's progress in its move to the cloud earn it a major role in your business technology (BT) strategy, or should you reduce your dependence on it? Many CIOs tell us that Oracle is one of...

    • Downloads: 141
  • For Sourcing & Vendor Management Professionals

    Report:Build A Software Sourcing Strategy To Deliver Your Firm's BT Agenda

    This report describes Forrester's vision of strategic software sourcing for sourcing and vendor management (SVM) executives. You have a crucial role to play in furthering your organization's business...

    • Downloads: 453
  • For Application Development & Delivery Professionals

    Report:The Growing Danger From Software Audits

    The Shift To Business Technology Is Causing An Increase In Complaints About Questionable Software Compliance Claims

    Software audits are a growing concern for every enterprise, no matter how diligent you are in complying with your license agreements. Major changes in the technology industry, such as mobility and...

    • Downloads: 52
  • For Sourcing & Vendor Management Professionals

    Report:Better Sourcing Can Improve Your Software ROI

    Many sourcing and vendor management (SVM) professionals see the problems with their firm's current approach to dealing with the major software providers, but lack the authority to transform it. This...

    • Downloads: 209
  • For Sourcing & Vendor Management Professionals

    Report:Four Software Licensing Trends That Support Your Business Technology Agenda

    The software market has changed radically over the last three or four years, and the licensing landscape has changed with it. Trends such as big data, cloud, and mobile have undermined several common...

    • Downloads: 397
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices For Managing Software Negotiations

    Software salespeople always seem to have the upper hand in negotiations with Forrester's sourcing and vendor management (SVM) clients. Not only are they often more highly trained than their buyer...

    • Downloads: 725
  • For Sourcing & Vendor Management Professionals

    Report:Implement Strategic Software Sourcing In These Six Easy Steps

    Forrester speaks with many sourcing leaders who want to transform their firm's software buying approach from reactive procurement to strategic sourcing, but fear they won't be able to overcome the...

    • Downloads: 250
  • For Application Development & Delivery Professionals

    Report:Bridge The Budget GAAP In Your Business Applications Strategy

    Business Case: The Business Applications Playbook

    Last century's financial evaluation models are inappropriate for the business technology (BT) era. AD&D leaders are unable to justify a fundamental shift in their business applications strategies in...

    • Downloads: 63
  • For Sourcing & Vendor Management Professionals

    Report:Quick Take: The Rimini Street Ruling Has Serious Implications For Oracle Customers

    Partial Summary Judgment Means That Outsourced Hosting And Customization May Breach Many Software License Agreements

    This report explains why the Nevada District Court's recent decision on some of the issues in the four-year-old Oracle versus Rimini Street case has significant implications for sourcing...

    • Downloads: 162
  • For Sourcing & Vendor Management Professionals

    Report:Let's Clear Up The "Indirect Access" Mess

    Systems Of Engagement Will Cause Unexpected Software Costs Unless Buyers Take Action To Clarify Their License Agreements

    Forrester sees an increase in questions from clients about licensing disputes caused by so called "indirect access" scenarios. In these cases, software sales teams have told clients that they are...

    • Downloads: 178
  • For Sourcing & Vendor Management Professionals

    Report:Best Practices: Establishing Trusted Partnerships With Your Key Software Providers

    External Partnerships, Based On Trust And Shared Goals, Are Vital To Delivery Of The BT Agenda

    Everyone talks about "strategic partners," but Forrester's research has found that few supplier relationships actually deserve that accolade. This report is a must-read for sourcing and vendor...

    • Downloads: 218
  • For Application Development & Delivery Professionals

    Report:Deliver Four Capabilities To Resolve The Buyer/Seller Conflict Within B2B eCommerce

    What Application Delivery Leaders Who Are Building Sell-Side Platforms Can Learn From Forrester's eProcurement Wave

    Beware of the buyer — that is Forrester's message for application development and delivery (AD&D) leaders in B2B firms who are developing or implementing eCommerce platforms. The 14% annual...

    • Downloads: 132
  • For CIO Professionals

    Report:Quick Take: Is Ellison Really Stepping Down?

    Oracle's Announcement Changes Little In The Near Term, But Is Act One Of An Executive Succession

    Many have interpreted Oracle's announcement on September 18, 2014 that founder Larry Ellison will now be chief technology officer (CTO), not CEO, as a major leadership change at the company. The...

    • Downloads: 69
  • For B2B Marketing Professionals

    Report:Best Practices For Software Pricing And Licensing

    Grow Your Software Products' Revenue By Aligning Pricing With How You Deliver Business Value, While Balancing Simplicity And Fairness

    Forrester speaks with dozens of software company executives each year who are finding it difficult to decide the best way to package and price their software products, especially as they move their...

    • Downloads: 417
  • For Sourcing & Vendor Management Professionals

    Report:Four Questions That Should Guide Your Microsoft Strategy

    Transitioning To Cloud-Based Subscription Models Provides A Unique Opportunity To Realign Your Commercial And Adoption Strategies

    Do you think that you understand Microsoft from previous dealings with the company? Think again. Microsoft's ongoing strategic transformation has significant implications for any technology...

    • Downloads: 327
  • For Application Development & Delivery Professionals

    Report:Best Practices: Uncover The Full Potential Of B2B Order Management

    B2B order management (B2B OM) platforms link complex portfolios of order capture and execution applications. It's a foundation of digital transformation and B2B eCommerce for federated global...

    • Downloads: 56
  • For Sourcing & Vendor Management Professionals

    Report:Forrester's Software Contract Review Checklist

    Sourcing and vendor management professionals can use this checklist tool to zero in on the key issues that most frequently cause compliance problems and contract disputes for our sourcing and vendor...

    • Downloads: 37
  • For Application Development & Delivery Professionals

    Report:Align Your Business Applications To Cloud And BT Imperatives

    Executive Overview: The Business Applications Playbook

    Rapid business change, fueled by technology advances such as mobility and analytics, is transforming how application development and delivery (AD&D) professionals buy, deploy, and manage business...

    • Downloads: 915
  • For Sourcing & Vendor Management Professionals

    Report:Market Overview: Value-Added Resellers

    A Buyer's Guide To The Evolving Software Reseller Landscape

    For years, Forrester has followed a changing landscape in the software value-added reseller (VAR) market. An increase in direct selling by original equipment manufacturers (OEMs), a diminishing role...

    • Downloads: 467