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 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: 1152
  • 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 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: 496
  • For Application Development & Delivery Professionals

    Report:Digital Insights Will Power Great Digital Experiences

    Build A System Of Insight To Deliver Personal Digital Experiences Using All The Data

    Companies must personalize digital experiences using all available insights — not just clickstream and thinly defined profiles. New technologies are coming online — including predictive...

    • Downloads: 277
  • 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: 196
  • For Application Development & Delivery Professionals

    Report:Your Digital Experience Technology Strategy Starts With A Customer Journey Map

    Strategic Plan: The Digital Experience Delivery Playbook

    As firms like Rewe Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and $200...

    • Downloads: 407
  • 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: 1030
  • 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: 128
  • 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: 324
  • For Application Development & Delivery Professionals

    Report:The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: Digital Experience Delivery Playbook

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

    • Downloads: 224
  • For Enterprise Architecture Professionals

    Report:Quick Take: IBM Forecasts Insights-Driven . . . And Buys The Weather Company

    First, IBM morphed from "big iron" to software and services. Now, it's transforming again. Yesterday, IBM announced its intent to acquire everything except the TV business from The Weather Company....

    • Downloads: 94
  • 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: 306
  • 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: 870
  • 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: 92
  • 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: 234
  • For CMO Professionals

    Report:What Comes After The Unicorn Carnage?

    Smart CMOs Will Exploit The Slowdown To Catch Up With And Serve Customers

    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: 96
  • 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: 239
  • 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: 159
  • 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: 1205
  • 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: 313
  • 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: 1540
  • 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: 1115
  • For Application Development & Delivery Professionals

    Report:Take Two Technology Roads To Digital Experience Success

    Road Map: The Digital Experience Delivery Playbook

    Once you have a strategy to prioritize digital interactions and have assessed the business impact of each investment, it's time to plan your technology road map. You must pursue two paths...

    • Downloads: 235
  • 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: 529
  • For CIO Professionals

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

    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: 365