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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Market Imperatives




45 results in Reports

  • Customer Relationship Management (CRM)
  • Past 6 months
  • For Application Development & Delivery Professionals

    Report:CRM Sales Automation Software For Every User

    The Ecosystem Of Software Products Intent On Enabling Your Sales Teams Has Grown

    Sales organizations have traditionally used CRM sales force automation (SFA) software to track leads and opportunities and manage contacts, accounts, pipeline, and forecasts to increase the sales...

    • For Application Development & Delivery Professionals

      Report:Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

      Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one...

      • Downloads: 24
    • For Application Development & Delivery Professionals

      Report:Use Outsourcers To Build Your Omnichannel Customer Service Future

      Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores

      Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social....

      • Downloads: 89
    • For Application Development & Delivery Professionals

      Report:Brief: A Focus On Cloud And The Age Of The Customer Power A Revived Aspect Software

      Aspect Software, long thought of as a moribund player in the contact center technology market, brought in a new management team a little over two years ago to right the ship. Now that the new team...

      • Downloads: 30
    • For Application Development & Delivery Professionals

      Report:Market Overview: Chat Solutions For Customer Service

      Twenty-One Solutions For Delivering Differentiated Experiences

      Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

      • Downloads: 947
    • For Security & Risk Professionals

      Report:Protect Your Intellectual Property And Customer Data From Theft And Abuse

      Executive Overview: The Data Security And Privacy Playbook

      Data is the lifeblood of today's digital businesses, but for economic and even political gain, highly skilled cybercriminals and malicious insiders are determined to steal it. Meanwhile, customers...

      • Downloads: 1114
    • For Application Development & Delivery Professionals

      Report:Choose The Right Customer Service Solution For Your Business

      Tools And Technology: The Contact Centers For Customer Service Playbook

      Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

      • Downloads: 983
    • For Application Development & Delivery Professionals

      Report:Quantify The Business Value Of CRM

      Business Case: The CRM Playbook

      CRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects must...

      • Downloads: 1138
    • For B2B Marketing Professionals

      Report:CRM Plus Marketing Automation Equals Engagement

      Modern Marketing Widens The Lead-To-Revenue Process Gap

      Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technology...

      • Downloads: 126
    • For Application Development & Delivery Professionals

      Report:Brief: Salesforce Project Best Practices

      How To Work With Partners In Agile, Business-Centric Models

      Salesforce continues its dominance as a leading choice for cloud CRM and cloud platform for companies of all sizes. Salesforce projects are rising in scale, with many now exceeding $10 million per...

      • Downloads: 83
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Salesforce Implementation Partners, Q2 2015

      The 13 Providers Best Suited For Larger, Transformational Salesforce Projects

      Salesforce — the behemoth of the software-as-a-service (SaaS) world — continues to expand into new solution areas, larger and more global deployments, and more strategic business...

      • Downloads: 152
    • For Enterprise Architecture Professionals

      Report:TechRadar™: Digitizing Operational Processes, Q2 2015

      A Digital Business Needs Operational Excellence To Drive Customer Experience

      As enterprises look to become customer-obsessed, digital initiatives have risen in priority. Investment in new mobile and online solutions has improved digital connections with customers — but...

      • Downloads: 170
    • For Application Development & Delivery Professionals

      Report:Modernize Your CRM In Six Steps

      Landscape: The CRM Playbook

      The business benefit of CRM solutions, firmly centered on improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet, successful CRM is not only about...

      • Downloads: 664
    • For Application Development & Delivery Professionals

      Report:Transform Customer Processes And Systems To Improve Experiences

      Executive Overview: The CRM Playbook

      We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's...

      • Downloads: 2015
    • For Application Development & Delivery Professionals

      Report:Transform The Contact Center For Customer Service Excellence

      Executive Overview: The Contact Centers For Customer Service Playbook

      Customers increasingly demand effortless customer service over a range of touchpoints and communication channels. Customer service executives face the constant challenge of simultaneously meeting...

      • Downloads: 1652
    • For Application Development & Delivery Professionals

      Report:CRM And Marketing Automation: Better Together

      Lead-To-Revenue Management Requires More Power Than Customer Relationship Management Offers

      Application development and delivery (AD&D) professionals who support marketing have traditionally leveraged CRM solutions to identify prospective customers and manage active deals. But buyers use an...

      • Downloads: 250
    • For Infrastructure & Operations Professionals

      Report:Brief: Choose The Right Service Desk Sourcing Strategy

      Select From One Of Four Profiles To Make Your Decision

      The service desk is a key point of interaction between the technology management team and the business workforce that uses the technology and tech services. It is an important source of data about...

      • Downloads: 102
    • For Application Development & Delivery Professionals

      Report:Market Overview: Salesforce Services Partners

      Market Shakeout Changes The Provider Landscape

      Salesforce continues to grow at impressive rates, now boasting more than 140,000 customers and a wide solutions footprint spanning customer resource management (CRM), IT service management (ITSM),...

      • Downloads: 175
    • 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 Application Development & Delivery Professionals

      Report:Brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer

      Social, Proactive, And Embedded Customer Service Builds Intimacy With The New Breed Of Consumers

      A new generation of customers doesn't seem to remember details of service processes. They have begun to prefer self-service versus speaking with contact center agents and now look to companies to act...

      • Downloads: 184
    • For Application Development & Delivery Professionals

      Report:How To Measure And Improve The Contact Center Agent Experience

      Contact center agents can have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. What is less straightforward is how application...

      • Downloads: 116
    • For CIO Professionals

      Report:Salesforce Is Bidding To Be Your Strategic Customer Platform; Should You Accept?

      Salesforce's Reach Toward $20 Billion Will Force CIOs To Decide How Much Salesforce Is Too Much

      As Salesforce seeks to achieve its goal of being the first cloud vendor with $10 billion in revenues and its aspiration to reach $20 billion, understanding its strategy for achieving those targets...

      • Downloads: 273
    • For Application Development & Delivery Professionals

      Report:Contact Centers Must Go Digital Or Die

      Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

      Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

      • Downloads: 449
    • For Application Development & Delivery Professionals

      Report:Implement Effective Customer Service Metrics

      Benchmarks: The Contact Centers For Customer Service Playbook

      Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service...

      • Downloads: 1347
    • For Customer Experience Professionals

      Report:Brief: How Customer Data Elevates Experiences

      Companies now have access to an abundance of customer data. At the same time, customer attitudes regarding the use of customer data are shifting. Today's customers expect companies to make use of...

      • Downloads: 358