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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  • eBusiness & Channel Strategy
  • For eBusiness & Channel Strategy Professionals

    Blog:You Know Your Customers Aren't Going To Download Your App, Right? Even If They Do, It Doesn't Mean They Want To Open It

    Ok, well, some of them will. Those customers who are mobile-savvy enough (they are the shifted as part of what we call The Mobile Mind Shift) and engage with your brand frequently will. You...

    • For eBusiness & Channel Strategy Professionals

      Blog:Death of a (B2B) Salesman

      Forrester forecasts that 1 million US B2B salespeople will lose their jobs to self-service eCommerce by the year 2020. B2B buyers now favor do-it-yourself online options for researching and buying...

      • For eBusiness & Channel Strategy Professionals

        Blog:FinovateSpring Fling 2013: Another Year Of Dazzling Financial Services Delight!

        I attended FinovateSpring 2013 last week to get a preview of new products from digital technology vendors for financial services. For those of you that have not been to Finovate, it’s a...

        • For eBusiness & Channel Strategy Professionals

          Blog:eCommerce in Brazil Charges Forward

          I returned yesterday from a short trip to Brazil - I spoke at eTail in São Paulo on Monday and spent a few days meeting with retailers, vendors and agencies. Some of the takeaways from...

          • For eBusiness & Channel Strategy Professionals

            Blog:Alibaba Beyond eCommerce: Understanding The World’s Biggest Digital Ecosystem

            Following Alibaba’s announcement that it will list on the New York Stock Exchange, global eBusiness professionals are paying closer attention to the Chinese Internet giant, wondering what...

            • For eBusiness & Channel Strategy Professionals

              Blog:What Threat Do P2P Currency Exchange Startups Pose To Retail Banks?

              This is a guest post by Alexander Causey. Have you ever sent money abroad and been shocked by the amount the recipient is left with? Why can’t you ever get anything close to the exchange rates...

              • For eBusiness & Channel Strategy Professionals

                Blog:GoPro Lets Us Share Our Most Exciting Mobile Moments

                Why do we use Facebook on our mobile phones? Because when we are out and about doing something fun, we want to tell our friends about it. If I were posting from home, my posts would be: “I am...

                • For eBusiness & Channel Strategy Professionals

                  Blog:Great Digital Customer Experience Must Be More Than Skin Deep

                  It’s impossible to have great customer experiencewithout digital transformation in the age of the customer. Most of us think first about the front-end experience when challenged...

                  • For eBusiness & Channel Strategy Professionals

                    Blog:Predictions 2014: Mobile Trends For eBusiness Professionals

                    My colleague Thomas Husson (Marketing Leadership) and I teamed up again to identify the most impactful and new mobile trends for 2014. (See the full report here.) You might ask, "how does one decide...

                    • For eBusiness & Channel Strategy Professionals

                      Blog:Winning In Your Customers' Mobile Moments

                      Globally, consumers will own more than six billion mobile phones by the end of 2014, and about two billion of them will be smartphones. With this penetration comes the mobile mind shift - the...

                      • For eBusiness & Channel Strategy Professionals

                        Blog:Multichannel: Retail Banking Pipe Dream Or Reality?

                        The rapid development of customer touchpoints and rising customer expectations turn up the pressure on eBusiness professionals at retail banks to continue investing in digital channels. Even with the...

                        • For eBusiness & Channel Strategy Professionals

                          Blog:Introducing the Global Retail Segmentation

                          It's hardly a secret that consumers are rapidly adopting new touchpoints to help them shop. But the killer question that every eBusiness executive must be able to answer is, how quickly are...

                          • For eBusiness & Channel Strategy Professionals

                            Blog:Andy Hoar gets bold

                            Andy recently published the first B2B ecom forecast .  He and the forecast team have tackled a complex market and come up with bold numbers-- and the numbers are huge.  Here's a link to...

                            • For eBusiness & Channel Strategy Professionals

                              Blog:Order Management – An Omni-Channel Imperative

                              With Omni-channel excellence fast becoming a customer imperative, retailers and brands alike are rushing to operationalize an increasingly complex set of cross-channel order processing and...

                              • For eBusiness & Channel Strategy Professionals

                                Blog:Move Over Online, Mobile Is Poised To Hit Mainstream

                                Some leading banks have already seen the number of mobile interactions overtake the number of online interactions. The evolution of mobile devices coupled with rising smartphone and mobile...

                                • For eBusiness & Channel Strategy Professionals

                                  Blog:Merchants Will Decide The Fate of Apple's Mobile Wallet

                                  The frenzy over Apple’s formal launch into the digital wallet space has reached a fever pitch. There is no shortage of speculation around the widely anticipated “iWallet” –...

                                  • For eBusiness & Channel Strategy Professionals

                                    Blog:Augmented Reality Graduates From Gimmicks To Utility

                                    Augmented reality has represented the potential for the magical enhancement of our physical world through digital content. (See report) Too many of the use cases today - especially in marketing -...

                                    • For eBusiness & Channel Strategy Professionals

                                      Blog:eCommerce Has Shifted China's Retail Landscape

                                      For the past 20 years, China’s retail industry has benefited from the country’s booming economy to fuel its high-speed development; local and global retail brands alike have grown...

                                      • For eBusiness & Channel Strategy Professionals

                                        Blog:Using International Shipping to Reach Global Shoppers

                                        As a member of the eBusiness team that looks at how eCommerce trends are evolving, I’m constantly talking about how global is an inevitable part of retailers’ futures. Knowing how to...

                                        • For eBusiness & Channel Strategy Professionals

                                          Blog:Introducing The Retail eCommerce Playbook

                                          In a recent blog post of mine, I mentioned that Forrester had launched the Retail eCommerce Playbook. This playbook provides a structured framework to guide eBusiness professionals through their most...

                                          • For eBusiness & Channel Strategy Professionals

                                            Blog:Forrester’s 2013 US Bank Online Sales Rankings: B Of A Takes The Top Spot For The First Time!

                                            Checking accounts are one of the top selling financial products in the US, and 18% of applicants apply online. To help digital banking teams benchmark their bank websites and plan future...

                                            • For eBusiness & Channel Strategy Professionals

                                              Blog:Finding Technology Partners To Take Your eCommerce Brand Global

                                              Back in July, I wrote about our upcoming report on tools and technology for eCommerce globalization. We’ve just posted the report (clients can view it here) – in it, we dive into the...

                                              • For eBusiness & Channel Strategy Professionals

                                                Blog:eCommerce. Russian style!

                                                Anyone who’s heard me speak at a conference over the last couple of years stands a fair chance of having listened to me talk about the fall of the Berlin Wall. Now, considering I typically talk...

                                                • For eBusiness & Channel Strategy Professionals

                                                  Blog:Banks: Add Search To Your Secure Sites

                                                  The majority of bank customers are now active online bankers, making the content and functionality offered on secure sites more important than ever. Forrester has just published research on which...

                                                  • For eBusiness & Channel Strategy Professionals

                                                    Blog:Who Will Displace Amazon? One Of These 3 Will

                                                    Last week, my colleague Brian Walker and I released a lengthy overview of Amazon, its role in retail, and what eBusiness executives need to do to compete with this growing retail force. The...