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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12 results in Reports

  • Customer Relationship Management (CRM)
  • eBusiness & Channel Strategy
  • Travel
  • For eBusiness & Channel Strategy Professionals

    Report:Online Customer Service Functionality Benchmark: US Airlines

    The Best And Worst Of Online Customer Service Among The Top Four US Airlines

    Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

    • Downloads: 658
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark, 2011: Online Travel Agencies

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

    In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

    • Downloads: 768
  • For eBusiness & Channel Strategy Professionals

    Report:Travel Website Functionality Benchmark 2011: Four-Star Hotel Chains

    Forrester estimates that, in 2011, hotels will produce $27 billion in online sales from US leisure and unmanaged business travelers. Not bad, but how much better could that be? To help travel firms...

    • Downloads: 852
  • For eBusiness & Channel Strategy Professionals

    Report:It's Time To Give Virtual Agents Another Look

    Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot find...

    • Downloads: 571
  • For eBusiness & Channel Strategy Professionals

    Report:How To Improve Searchable Self-Service Online

    eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls

    Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance plaguing...

    • Downloads: 830
  • For eBusiness & Channel Strategy Professionals

    Report:Travel Web Site Customer Service Is Far From Perfect

    Travel eBusiness Customer Service And Support Benchmark, 2009

    As part of a larger analysis of 90 Web sites, Forrester evaluated the accessibility and availability of online customer service and support among 30 leading travel Web sites. Only 12 of the travel...

    • Downloads: 607
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: American Airlines Utilizes Multiple Channels To Reach Most Passengers

    A Mobile POST Case Study

    American Airlines' mobile strategy is wide-reaching to reflect the many different people who fly with the company. Many of its passengers are Connectors, who are well positioned to take advantage of...

    • Downloads: 706
  • For eBusiness & Channel Strategy Professionals

    Report:Using Channel Satisfaction Data To Build The Business Case For eBusiness

    Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

    • Downloads: 959
  • For eBusiness & Channel Strategy Professionals

    Report:How Twitter Can Influence eBusiness

    Assessing The Twitter Opportunity For Retail And Travel eBusiness

    Twitter — a social networking and micro-blogging service — is growing at an extraordinary speed. Twitter facilitates an instantaneous and informal conversation between consumers and...

    • Downloads: 644
  • For eBusiness & Channel Strategy Professionals

    Report:Travel: How To Use eBusiness Effectively In A Crisis

    The H1N1 virus is having enormous impact on the global travel industry. Though the industry clearly cannot control external events such as health crises, terrorism, or natural disasters, it can...

    • Downloads: 327
  • For eBusiness & Channel Strategy Professionals

    Report:US Customer Service And Support Metrics, December 2008

    Benchmarking Email Response Management Best Practices

    Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements, according to a recent JupiterResearch WebTrack. Moreover, 81% of sites responded to email...

    • Downloads: 147
  • For eBusiness & Channel Strategy Professionals

    Report:Why Interactive Support Is Essential For Travel eBusiness Success

    In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the...

    • Downloads: 420