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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10 results in Reports

  • Roxana Strohmenger
  • For B2C Marketing Professionals

    Report:Mobile Misconceptions: Uncovering How Consumers Actually Use Their Mobile Phone

    A Technographics® 360 Report: Using Survey, Qualitative, And Behavioral Data

    Mobile phone adoption has undeniably changed the way consumers behave, think, and engage. This has prompted marketing leaders to rethink their outreach strategies and adapt to keep pace with the...

    • Downloads: 202
  • For Customer Insights Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, Latin America

    Latin American Consumer Technographics®

    This report is a graphical analysis of Forrester's Latin American Technographics Online Benchmark Survey, 2013. It provides an overview of metropolitan Latin American consumers' Internet and consumer...

    • Downloads: 91
  • For B2C Marketing Professionals

    Report:Brief: The Social Users You Want To Reach Are On Mobile

    With more than a billion monthly active users, Facebook has one of the largest mobile audiences in the world. There's no doubt that Facebook has disrupted the app marketing space by becoming a key...

    • Downloads: 239
  • For B2C Marketing Professionals

    Report:Introducing The New Social Technographics®: The First Step Toward Social Success

    For most marketers, the question is no longer whether their customers use social media but rather how best to use social media to interact with those customers. So we've created a new data model...

    • Downloads: 2282
  • For Customer Experience Professionals

    Report:Introducing Forrester's Next-Generation Customer Experience Index

    Great Customer Experiences Create And Sustain Customer Loyalty

    For the past seven years, Forrester has used its Customer Experience Index (CXi) to benchmark how consumers rated their interactions with hundreds of brands in the US and, more recently, in Europe...

    • Downloads: 1310
  • For Customer Experience Professionals

    Report:What Drives A Profitable Customer Experience

    The Most Critical Factors In The CX-Loyalty Equation Across 17 Industries

    Firms have no shortage of ideas on how to improve customer experience (CX). What many haven't had is a good way to prioritize those ideas — until now. Forrester recently conducted a survey of...

    • Downloads: 1037
  • For CMO Professionals

    Report:Measure Brand Resonance With The TRUE Brand Compass

    Landscape: The Brand Experience Playbook

    Technology-empowered consumers today have access to more information on brands than ever before and demand more of them. So CMOs must determine where to focus their efforts to secure mindshare and...

    • Downloads: 955
  • For B2C Marketing Professionals

    Report:The Social Technographics® Intensity Matrix Drives Tactical Success

    How To Target Your Audience's Favorite Social Behaviors And Sites

    In 2013, Forrester introduced two new data models — the Social Technographics® Score and the Social Technographics Intensity Matrix — to help you better understand your audiences'...

    • Downloads: 530
  • For B2C Marketing Professionals

    Report:The New Mobile Mind Shift Index

    Analyzing The Appetites Of Your Mobile Customers

    You can better connect with your customers by engaging with them in their mobile moments. But which customers are ready? In this report, we introduce the newly revised Mobile Mind Shift Index (MMSI),...

    • Downloads: 640
  • For Infrastructure & Operations Professionals

    Report:The State Of Enterprise Worker Mobility, 2016

    Introducing Forrester's Employee Mobile Mind Shift Index

    The mobile mind shift is the expectation that your customers can get what they want in their immediate contexts and moments of need — and it's revolutionized how businesses engage with customers. But...

    • Downloads: 130