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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49 results in Reports

  • Ted Schadler
  • For CIO Professionals

    Report:Serving Your Customer-Obsessed Employees

    Analyze And Close Your Customer Engagement Technology Gap

    In the age of the customer, every employee has a responsibility to win, serve, and retain customers, directly, indirectly, or, in the case of customer-obsessed employees, both. As the head of the...

    • Downloads: 181
  • 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: 311
  • 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: 896
  • 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: 191
  • For Application Development & Delivery Professionals

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

    Assessment Framework: The Social Business And Collaboration Playbook

    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: 696
  • 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: 1426
  • 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: 107
  • For CIO Professionals

    Report:Cognitive Engagement: A New Force Of Creative Destruction

    Artificial Intelligence Grows From Data To Dialog To Disruption

    IBM Watson beat two Jeopardy champions and will soon help oncologists pick treatment options faster. On a smartphone, Apple's Siri and Microsoft's Cortana answer simple questions on an ever-growing...

    • Downloads: 359
  • 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: 1203
  • For CIO Professionals

    Report:Mobile App Or Mobile Web? For IT, It's A Choice, Not A Battle

    Neither Is Perfect, But Either Could Be Perfect For Your Customer

    Companies struggle to choose between building a mobile app and implementing a mobile website. The decision becomes a battle shrouded in competing points of view and often a lack of customer...

    • Downloads: 447
  • For CIO Professionals

    Report:Quick Take: IBM Bets A Billion Dollars On Cognitive Computing

    IBM Announces Watson Group, Its First New Group In A Decade

    On January 9, 2014, IBM launched its first business unit in 19 years to bring Watson, the machine that beat two Jeopardy champions in 2011, to the rest of us. IBM posits that Watson is the start of a...

    • Downloads: 241
  • 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: 422
  • 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: 289
  • 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: 66
  • 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: 594
  • 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: 120
  • For CIO Professionals

    Report:Your Company Needs A Mobile Organization

    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: 690
  • 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: 1398
  • For CIO Professionals

    Report:Workforce Personas And The Mobile App Gap

    Productivity Apps, Process Apps, Or Both? Personas Help You Decide

    The mobile mind shift that people are experiencing at home — to expect everything on a mobile device — drives their mobile expectations at work as well. IT is slow to respond with mobile...

    • Downloads: 521
  • For Application Development & Delivery Professionals

    Report:Create A Road Map To Guide Digital Experience Delivery

    Road Map: The Digital Experience Delivery Playbook

    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: 762
  • 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: 137
  • For CIO Professionals

    Report:Mobile Moments Require A New Technology Strategy

    Tomorrow's Business Opportunities Require A New Technology Platform

    CIOs are pushing their teams to define, develop, and deploy mobile apps for employees and customers; a well-intentioned, but misguided approach to addressing the business technology (BT) agenda....

    • Downloads: 339
  • 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: 476
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    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: 1139
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile App Or Mobile Web? It's A Choice, Not A Battle

    Neither Is Perfect, But Either Could Be Perfect For Your Customer

    Companies struggle to choose between building a mobile app and implementing a mobile website. The decision becomes a battle shrouded in competing points of view and often a lack of customer...

    • Downloads: 591