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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5 results in Reports

  • Customer Relationship Management (CRM)
  • eBusiness & Channel Strategy
  • Travel
  • Consumer Technographics
  • 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: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: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: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