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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48 results in Reports

  • Ted Schadler
  • For CIO Professionals

    Report:Re-Engineer Your Business For Mobile Moments

    Embrace The IDEA Cycle: Identify, Design, Engineer, Analyze

    The mobile mind shift is the expectation that your customer can get what she wants in her immediate context and moments of need. This shift means the battle for your customer's attention will be...

    • Downloads: 572
  • For Application Development & Delivery Professionals

    Report:The Road To Social Business Transformation Starts With A Burning Platform

    Road Map: The Social Business And Collaboration Playbook

    Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

    • Downloads: 1065
  • For Application Development & Delivery Professionals

    Report:Brief: Digital Experience Delivery Platforms — Early Days, Early Lessons Learned

    Vendors' Marketing Visions Are Clearer Than The Product Capabilities — Or Most Companies' Needs

    Vendors are buying, building, and integrating their way toward platforms designed to help companies deliver omnichannel experiences across commerce, content, and campaigns. "The Forrester...

    • Downloads: 96
  • For Application Development & Delivery Professionals

    Report:Brief: How The Washington Post Closes The Experience Gaps

    Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

    • Downloads: 57
  • For Application Development & Delivery Professionals

    Report:Market Overview: Web Content Management For Digital Experiences

    Mobile, Cloud, And The Customer Journey Disrupt This Vital Market

    Although the name is antiquated and belies its true, multi-device purpose, web content management (WCM) has never been more important than it is today. Yesterday's web-only sites have become today's...

    • Downloads: 788
  • For CIO Professionals

    Report:Brief: Microsoft Gets Its Flagship OS Back On Track With Windows 10

    Microsoft Secures Its Stake In Enterprise PCs, But Universal App Architecture Won't Be Enough To Win Mobile Without More Help

    On January 21, 2015, Microsoft provided the public with more details on Windows 10, which was originally announced last September at a press event in San Francisco. Windows 10 is the next major...

    • Downloads: 150
  • For CIO Professionals

    Report:How Red Robin Gourmet Burgers Nailed Mobile Engagement: A Case Study

    Continuous Improvement: The CIO's Mobile Engagement Playbook

    Red Robin Gourmet Burgers is using iPads and social technology to transform the way team members serve guests and master their jobs. Technology is an essential component, but so is learning and...

    • Downloads: 343
  • For CIO Professionals

    Report:Mastering The Business Tablet Landscape

    Landscape: The CIO's Mobile Engagement Playbook

    Tablets are the darlings of hypermobile employees who want to be always connected and productive. They are the newest player in the mobile landscape and are even starting to be a viable alternative...

    • Downloads: 839
  • For CIO Professionals

    Report:Benchmarking Mobile Engagement: Consumers And Employees Outpace CIOs' Readiness

    Benchmark: The CIO's Mobile Engagement Playbook

    Are you ready to serve your mobile customers on the device of their choice? Have you anticipated what apps they need next? And for employees, which apps are most important on smartphones? How many...

    • Downloads: 574
  • For CIO Professionals

    Report:Closing The Experience Gaps

    Adopt A New Experience Architecture And Philosophy To Bridge Gaps In Performance, Convenience, Personalization, And Trust

    Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

    • Downloads: 478
  • For CIO Professionals

    Report:Your Company Needs A Mobile Organization

    Organization: The CIO's Mobile Engagement Playbook

    Mobile touches every part of your business. Customers crave apps to access your core services. Employees keep work moving forward from any location — meeting room, kitchen table, or soccer...

    • Downloads: 672
  • For CIO Professionals

    Report:Wanted: Mobile Engagement Providers

    Tools And Technology: The CIO's Mobile Engagement Playbook

    Building and delivering great mobile experiences will be the beating heart of your customer engagement strategy for the next 10 years. The challenge of making a simple, intuitive app that fronts a...

    • Downloads: 721
  • For CIO Professionals

    Report:CIOs: Organize For Mobile Success

    Build And Support IDEA Teams To Drive Mobile Moments

    Customer expectations are soaring as the mobile mind shift accelerates. In order to meet those expectations, CIOs must work closely with their business peers. Where to start? We suggest a four-part...

    • Downloads: 261
  • For Application Development & Delivery Professionals

    Report:Market Overview: Digital Customer Experience Delivery Platforms

    A Range Of Software Vendors Tackle The Multichannel Experience Mandate

    Businesses need an array of software technology to support digital customer experiences, but they struggle to understand and leverage the tools necessary to create and manage unified, multichannel...

    • Downloads: 1308
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Business Case: The CIO's Mobile Engagement Playbook

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 1126
  • For CIO Professionals

    Report:Quick Take: Debate Internet Regulation On Market Principles: Transparency, Choice, And Freedom

    The debate over broadband regulation — why there should or shouldn't be fast lanes and slow lanes on the Internet — has spurred outrage from nongovernmental organizations like MoveOn.org;...

    • Downloads: 59
  • For Application Development & Delivery Professionals

    Report:Brief: Adobe Tops The Technology Partner Podium

    Digital Experience Service Providers Turn Most Often To Adobe Ahead Of IBM, Google, Sitecore, and 58 Other Technology Products

    Forrester recently surveyed 46 service providers, ranging from giants like Deloitte Digital, Infosys, and SapientNitro to specialists like Siteworx, Rockfish, and Manifest Digital. We asked for their...

    • Downloads: 70
  • For CIO Professionals

    Report:What File Sync And Share Customers Have Learned

    Customer Interviews Reveal The Requirements And Decision Process

    Now that 25% of the global information workforce uses file sync and share services, up from 5% in 2010, CIOs have a mandate to replace the consumer-grade services employees are using with a...

    • Downloads: 410
  • For CIO Professionals

    Report:2013 Mobile Workforce Adoption Trends

    More BYOD, More Devices, More Mobility, More Apple

    Have we hit peak bring-your-own-device (BYOD)? Which apps are most important on smartphones? How many employees are interested in Windows tablets? Do employees use mobile devices for work more at...

    • Downloads: 1408
  • For CIO Professionals

    Report:Quick Take: Apple's WWDC 2014 Tour De Force

    New Developer Tools And Business Features Will Strengthen Apple's Leading Position In The Age Of The Customer

    Introduced by Apple CEO Tim Cook, Apple software leader Craig Federighi motored through a dense list of new operating systems, iOS 8 and OS X Yosemite, compelling new customer features such as the...

    • Downloads: 139
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 1144
  • For Application Development & Delivery Professionals

    Report:Mobile Needs A Four-Tier Engagement Platform

    Road Map: The Mobile App Development Playbook

    Mobile is pushing aging web architectures to the brink. The three-tier architecture built for a browser-led PC world can't flex, scale, or respond to the needs of a good mobile experience or the...

    • Downloads: 1290
  • For Sourcing & Vendor Management Professionals

    Report:Brief: Samsung Knox 2.0 Chases The Secure Mobile Market

    But Do Customers Need Another Vertical Enterprise Device Platform?

    The relaunch of Samsung Knox 2.0 was widely talked about at this year's Mobile World Congress in Barcelona. Customers and partners voiced mixed views on the market potential and the impact Knox will...

    • Downloads: 113
  • For CIO Professionals

    Report:Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

    • Downloads: 609
  • For CIO Professionals

    Report:CIOs: Master The Mobile Banking Imperative

    The Mobile Banking Imperative

    This report, written for eBusiness and channel strategy professionals, is also relevant to CIOs and other IT leaders. CIOs at every bank face major changes as consumers move their banking activities...

    • Downloads: 279