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 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: 161
  • 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: 823
  • 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: 1137
  • 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: 287
  • 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: 127
  • For CIO Professionals

    Report:The Forrester Wave™: File Sync And Share Platforms, Q3 2013

    The 16 Providers That Matter Most And How They Stack Up

    In Forrester's 26-criteria evaluation of file sync and share vendors, we identified, researched, analyzed, and scored products from the 16 most significant solution providers in this market:...

    • Downloads: 1512
  • For Application Development & Delivery Professionals

    Report:Brief: Smartwatches Need Glanceable Moments

    Success Centers On Delivering Intelligent Notifications

    With the spate of product announcements and second-generation offerings from Apple, LG, Microsoft, Samsung, and Timex, smartwatches and wearables have entered firms' agendas. However, to be...

    • Downloads: 105
  • 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: 62
  • 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: 123
  • 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: 306
  • 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: 588
  • 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: 975
  • 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: 347
  • 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: 277
  • 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: 1115
  • 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: 485
  • 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: 615
  • 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: 1184
  • 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: 1379
  • 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: 174
  • 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: 110
  • 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: 418
  • 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: 686
  • 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: 514
  • For CIO Professionals

    Report:Mastering The Business Tablet Landscape

    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: 843