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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35 results in Reports

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

    Report:Increase Customer Service Agility With Cloud Contact Centers

    Contact center interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. These vendors are reporting 20% growth rates, while on-premises...

    • Downloads: 42
  • For Application Development & Delivery Professionals

    Report:Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...

    • Downloads: 331
  • 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 sophisticated cybercriminals have given rise to a complex market for data security and privacy. Forrester's data security and privacy playbook...

    • Downloads: 1404
  • For Application Development & Delivery Professionals

    Report:Define Your CRM Plan

    Strategic Plan: The CRM Playbook

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires...

    • Downloads: 1270
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Customer Communications Management, Q2 2016

    The 14 Providers That Matter Most And How They Stack Up

    Forrester frequently receives inquiries on customer communications management (CCM) from enterprise architecture (EA) professionals looking for direction on how to update their technologies for new...

    • Downloads: 197
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

    • Downloads: 603
  • For Application Development & Delivery Professionals

    Report:TechRadar™: The Extended Sales Force Automation Ecosystem, Q2 2016

    Buyers are attracted to sales force automation (SFA) software for its merits around providing consistent processes and transparency into activities, but these tools have done little to enhance the...

    • Downloads: 121
  • For Security & Risk Professionals

    Report:Identity And Access Management Metrics For Business Value

    Performance Management: The Identity And Access Management Playbook

    Most security and risk (S&R) professionals struggle to ensure that identity access management (IAM) receives the attention it deserves. S&R pros who are successful at nurturing their IAM programs...

    • Downloads: 1115
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

    • Downloads: 2042
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Don't Make Your Customers Call You For Service

    Invest In Self-Service And Low-Friction Channels To Gain Customer Loyalty

    Customers increasingly use web and mobile as a first point of contact for customer service. Across all generations, they also increasingly rely on digital channels like chat. Customers expect...

    • Downloads: 277
  • For B2B Marketing Professionals

    Report:How Self-Service Research Changes B2B Marketing

    Facilitate The Customer-Driven Journey To Improve Engagement, Context, And Conversion

    B2B marketing is a victim of its own success. The explosion of content marketing has taught prospects that they no longer need to engage with salespeople early in the evaluation process to narrow...

    • Downloads: 194
  • For Application Development & Delivery Professionals

    Report:Quantify The Business Value Of CRM

    Business Case: The CRM Playbook

    Customer relationship management (CRM) initiatives must not only be technically sound but must also answer this question: What will we get for our money? This report describes how application...

    • Downloads: 1516
  • For CIO Professionals

    Report:The Top Technologies For Your Business Technology Agenda, 2016

    The Top Business Technologies To Win, Serve, And Retain Customers Along Every Step Of Their Journeys

    Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: the...

    • Downloads: 275
  • For Application Development & Delivery Professionals

    Report:Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out

    One out of every nine people on the planet uses Facebook Messenger in a given month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

    • Downloads: 169
  • For Application Development & Delivery Professionals

    Report:Customers Self-Serve As A First Point Of Contact For Customer Service

    Adopt Five Best Practices To Drive Self-Service Knowledge Success

    Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provides...

    • Downloads: 167
  • For Infrastructure & Operations Professionals

    Report:Gear Up For Next-Generation Service Support: Millennials Are The New Frontier

    Prepare Your Service Desk For The Demands Of This New Workforce

    Millennials are becoming the largest demographic group in your workforce. Their experience with digital technology shapes their expectations of and behavior in the workplace. I&O professionals must...

    • Downloads: 151
  • For B2C Marketing Professionals

    Report:Maximize Walled Gardens Without Sacrificing Customer Intelligence

    Marketers Negotiate The Tradeoff Between Data Accuracy And Ownership In Their Bid To Achieve Customer Centricity

    A lot of ink has been spilled over the ascendance of media walled gardens in 2015. Their proposition is compelling: using deterministic customer identifications, companies like Google and Facebook...

    • Downloads: 87
  • 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: 1702
  • 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. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester's...

    • Downloads: 2109
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Customer service application pros must invest in modernizing their technology, and...

    • Downloads: 741
  • For Customer Experience Professionals

    Report:Brief: What The World Can Learn from Japan's Exquisite Service Culture

    Anticipation And Empathy Play A Central Role In Customer Service

    In Japan's exquisite and impressive service culture, the host bestows a selfless sense of respect and gratitude upon every customer. But from the perspective of customer experience (CX) management...

    • Downloads: 88
  • For CIO Professionals

    Report:Turn Data Monotony Into Data Mastery: Cultivate An Insights-Driven Culture

    A RoleView Report Using Forrester's Technographics® 360 Methodology

    Employees worldwide constantly engage with data, and they perceive it to be central to their daily work. Their companies urgently execute on data-driven strategies in a race for better and faster...

    • Downloads: 4
  • For Enterprise Architecture Professionals

    Report:A Technology Guide To Turn Data Into Customer-Obsessed Action

    Leverage Forrester's Data, Analytics, And Insight-To-Action Technology Research To Become Customer-Obsessed

    All the market noise about data and analytics misses an important idea — your business cares about changing outcomes, and data and analytics are simply a means to that end. But knowing what type of...

    • Downloads: 199
  • For CIO Professionals

    Report:2016 Technology Imperatives For US Healthcare Providers

    The Age Of The Customer Upends The US Healthcare Tech Agenda

    Industries ranging from retail and financial services to airlines and consumer products firms have embraced the age of the customer and pivoted their technology agendas accordingly. This shift has...

    • Downloads: 1435
  • For eBusiness & Channel Strategy Professionals

    Report:20 Startups All Retail eBusiness Executives Should Know In 2016

    Retail eBusiness executives are constantly bombarded with technology companies offering new and differentiated solutions. To answer the question "Which companies in retail are most interesting?" we...

    • Downloads: 328