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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53 results in Reports

  • Ted Schadler
  • For Application Development & Delivery Professionals

    Report:Should Your Web Content Management System Run In The Cloud?

    The Answer Should Be "Yes" More Often Than You'll Admit Today

    Web content management (WCM) systems are the cornerstone of digital experience platforms. But these tools have been slow to come to the cloud. Both vendors and end-user companies are to blame. WCM...

    • Downloads: 234
  • For Application Development & Delivery Professionals

    Report:Take Five Steps To Apply The Forrester Wave™: Web Content Management Systems

    Weight Your Priorities To Rank Vendors For Your Scenario

    We evaluated the 10 largest web content management (WCM) vendors against 29 criteria in "The Forrester Wave: Web Content Management Systems, Q1 2015." The rankings reflect the general requirements...

    • Downloads: 372
  • For Application Development & Delivery Professionals

    Report:Developers Beware: Google's Mobile-Friendly Search Will Bury Your Mobile-Unfriendly Sites

    Don't Let This Good Crisis Go To Waste — Use It To Drive Your Mobile Mind Shift

    On April 21, 2015, Google will change its search results for smartphones. When Google's new ranking algorithm deems a site to be mobile-friendly, the site will show up higher in search results. With...

    • Downloads: 135
  • For Application Development & Delivery Professionals

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

    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: 1208
  • For Customer Insights Professionals

    Report:Master Your Customers' Mobile Pathways

    How High Is Your Direct Engagement? Are Your Customers More Likely To Stop Along The Way?

    Some 70 million Americans spend more time online on their smartphones than on any other device. It's been hard to know how your customers find their way to and from your mobile moments. Until now....

    • Downloads: 314
  • For CIO Professionals

    Report:Wanted: Digital Engagement Providers

    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: 1126
  • For Application Development & Delivery Professionals

    Report:Five Lessons From The Masters Of Web Content Management

    In 37 Customer Interviews, We Found Five Things Matter Most

    Web content management (WCM) systems are an anchor tenant in your digital experience delivery architecture. These systems deliver experiences "to the glass," thus serving as your first point of...

    • Downloads: 328
  • 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: 68
  • For Application Development & Delivery Professionals

    Report:The Rise Of The Headless Content Management System

    Content Microservices And APIs Point Toward The Future Architecture Of Digital Experiences

    Compelled by the need to deliver content-rich digital interactions on mobile, Web, and everywhere, application development and delivery (AD&D) professionals supporting content management technologies...

    • Downloads: 224
  • For CIO Professionals

    Report:Digital Insights Are The New Currency Of Business

    Build Systems Of Insight To Consistently Turn Big Data Into Business Action

    Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. This can't continue. Demanding customers and competitive pressures...

    • Downloads: 1184
  • For CIO Professionals

    Report:What Comes After The Unicorn Carnage?

    By the end of 2015, investors had given 152 tech startups "unicorn" valuations of more than $1 billion. But now, valuations are deflating for many private and public tech companies. Is this 2000 all...

    • Downloads: 70
  • 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: 1038
  • For Application Development & Delivery Professionals

    Report:Create A Road Map To Guide Digital Experience Delivery

    To deliver great digital experiences, application development and delivery (AD&D) professionals must deploy the right technology for customers — and, of course, for your marketing and business...

    • Downloads: 874
  • For Application Development & Delivery Professionals

    Report:Assess The Capabilities And Impact Of Your Social Business And Collaboration Toolkit

    Companies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and...

    • Downloads: 752
  • For Customer Experience Professionals

    Report:Close The Experience Gaps With The Right Business Technology

    Closing The Experience Gaps

    Companies that want to improve customer experience will increasingly rely on technology to close gaps in performance, convenience, personalization, and trust. Forrester has created a catalog showing...

    • Downloads: 181
  • For CIO Professionals

    Report:Brief: Salesforce.com Is Building Industry Cloud Ecosystems

    A New Industry Initiative Will Extend Its Partner Ecosystem

    Recently, salesforce.com made a major announcement that it will formally develop and expand its solution footprint into six industries — financial services/insurance, healthcare/life sciences,...

    • Downloads: 531
  • 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: 695
  • For CIO Professionals

    Report:The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

    • Downloads: 196
  • 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: 133
  • 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: 244
  • For Application Development & Delivery Professionals

    Report:Create Your Digital Experience Delivery Strategy

    Digital customer experience isn't the next big opportunity for application development and delivery (AD&D) professionals; it's here now. Business leaders responsible for marketing, sales, and support...

    • Downloads: 1198
  • For Application Development & Delivery Professionals

    Report:Brief: Box Bets Big On Content Services Platform

    Its Yellow Brick Road Will Be A Difficult Journey

    Like Dorothy, swept from the comfort of her home in Kansas, Box finds itself in an increasingly foreboding and threatening world as Dropbox, Google, and Microsoft crush the cost of file sync and...

    • Downloads: 148
  • For CIO Professionals

    Report:Brief: Microsoft Office Crosses The Cloud Rubicon

    The Focus Is On Business Agility, And Here's Why It Matters

    Microsoft used the SharePoint Conference 2014 to forcefully assert that its entire Office portfolio is pivoting to cloud-first development and delivery. Microsoft gave services like Yammer and...

    • Downloads: 343
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Web Content Management Systems, Q1 2015

    Adobe And Sitecore Lead A Strong Field Of Vendors

    Web content management (WCM) software has become the technology and content delivery backbone of digital experiences. Firms that want to upgrade for mobile devices, consolidate potentially thousands...

    • Downloads: 1413
  • 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: 315