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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55 results in Reports

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

    Report:The Six Key Elements Of Proactive Chat

    Evolve Proactive Chat To Proactive Engagement

    Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement...

    • Downloads: 417
  • For eBusiness & Channel Strategy Professionals

    Report:Demands For Effortless Service Must Influence Your Customer Strategy

    Consumers of all generations demand effortless service. They want to use self-service communication channels to quickly get answers to their questions; move between communication channels during a...

    • Downloads: 382
  • For eBusiness & Channel Strategy Professionals

    Report:Understand Communication Channel Needs To Craft Your Customer Service Strategy

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

    • Downloads: 933
  • For eBusiness & Channel Strategy Professionals

    Report:Collaborative Advice

    Using Digital Touchpoints To Enhance Advisor-Client Relationships

    In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

    • Downloads: 581
  • For eBusiness & Channel Strategy Professionals

    Report:Evaluating The Potential For Mobile Chat To Drive eBusiness Goals

    In the early years of the Internet, online customer service involved the marketing departments writing content for a handful of online FAQs and including a telephone number in the "contact us"...

    • Downloads: 490
  • For eBusiness & Channel Strategy Professionals

    Report:Taking Social Support To The Next Level

    How A Deeper Relationship With Marketing Can Elevate Social Support

    Many eBusinesses experimented with social support over the past two years. Today, forward-thinking eBusiness leaders recognize that social support represents a fundamental shift in how leading...

    • Downloads: 781
  • For eBusiness & Channel Strategy Professionals

    Report:Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more consumers....

    • Downloads: 848
  • For eBusiness & Channel Strategy Professionals

    Report:How Italian Banking Customers Use Different Channels, 2011

    The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

    • Downloads: 383
  • For eBusiness & Channel Strategy Professionals

    Report:How Spanish Banking Customers Use Different Channels, 2011

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

    • Downloads: 402
  • For eBusiness & Channel Strategy Professionals

    Report:How German Banking Customers Use Different Channels, 2011

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is becoming...

    • Downloads: 504
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Multichannel Financial Services Sales

    Take An Agile Approach To Support Customers Across Multiple Touchpoints

    The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...

    • Downloads: 2081
  • For eBusiness & Channel Strategy Professionals

    Report:The Multi-Touchpoint, Agile Commerce Consumer

    How Consumers Research, Buy, And Get Service, 2011

    In their transition to agile commerce, companies must understand how consumers are interacting and using multiple touchpoints to research, transact, and get service. Customers no longer stick to...

    • Downloads: 1084
  • For eBusiness & Channel Strategy Professionals

    Report:Elevate Chat From OK To Outstanding By Reinventing The Contact Center Culture

    Reinvent Your Call Center Culture To Create Amazing Customer Experiences

    Most chat experiences are fine. When well implemented, wait times are short and answers are quick and relevant. However, chat has an opportunity to go far beyond having a live person extract...

    • Downloads: 659
  • For eBusiness & Channel Strategy Professionals

    Report:Next-Generation Digital Financial Services

    Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring

    Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want to...

    • Downloads: 3761
  • For eBusiness & Channel Strategy Professionals

    Report:Essentials To Planning A Successful Support Community

    eBusiness professionals who are preparing to launch a support community frequently come to a stark realization: A support community is a complex undertaking. Forrester has spoken with B2B and B2C...

    • Downloads: 483
  • For eBusiness & Channel Strategy Professionals

    Report:How Canadian Insurance Customers Use Different Channels

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

    • Downloads: 604
  • For eBusiness & Channel Strategy Professionals

    Report:Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

    • Downloads: 1014
  • For eBusiness & Channel Strategy Professionals

    Report:How To Create A Social Customer Service Strategy

    Applying The POST Methodology To Online Customer Service

    Social customer service can provide support to customers before, during, or after their purchases. While customer adoption of social customer service is nascent, satisfaction levels are high....

    • Downloads: 1934
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

    • Downloads: 1324
  • For eBusiness & Channel Strategy Professionals

    Report:Developing An Online Customer Service Strategy

    Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

    • Downloads: 1171
  • For eBusiness & Channel Strategy Professionals

    Report:Increasing Online Insurance Self-Service Adoption

    Nine Tactics To Increase Adoption, Serve Customers, And Lower Costs

    Insurance online self-service continues to gain momentum, but customer adoption remains low. We found that 55% of US online adults who own insurance have not visited their insurance provider's Web...

    • Downloads: 2173
  • 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: 576
  • For eBusiness & Channel Strategy Professionals

    Report:Consumer Usage Of Kiosks And Self-Service Checkout Tools

    In-store kiosks and self-service technologies are becoming more present in consumers' everyday lives via ATMs and airport check-in and can provide opportunities for cross-channel growth. They're...

    • Downloads: 871
  • For eBusiness & Channel Strategy Professionals

    Report:European Banking Customers Continue Migrating Away From The Branch

    Branches Are Losing Their Role As The Heart Of The Customer Relationship

    The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions...

    • Downloads: 833