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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31 results in Reports

  • Customer Relationship Management (CRM)
  • Financial Services
  • For Security & Risk Professionals

    Report:The Cybercriminal's Prize: Your Customer Data And Intellectual Property

    Business Case: The Data Security And Privacy Playbook

    Protecting customer data such as credit card information, log-in credentials, and other personally identifiable information (PII) is one of the top priorities for both security and risk (S&R) leaders...

    • Downloads: 1008
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Credit Card Secure Website Benchmark

    Discover Takes The Top Spot

    Digital teams at credit card issuers have worked hard on enhancements to their secure websites as the Web has become the primary way that cardholders manage their money. But these teams need to...

    • Downloads: 199
  • For Application Development & Delivery Professionals

    Report:Big Data In Banking: It's Time To Act

    Compete In The Age Of The Customer By Making Use Of All The Available Data

    Big data is a key trend for many industries, including financial services in general and banking in particular. Key business drivers in the banking industry, such as improving customer service,...

    • Downloads: 854
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

    eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

    • Downloads: 526
  • 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: 381
  • For Application Development & Delivery Professionals

    Report:Banking IT In 2023 Updated

    Banking IT In 2023 Becomes Banking IT Today As Well As Banking IT In 2026

    Application development and delivery teams in financial services must design and select future-proof, forward-looking business applications capable of coping with future business scenarios. To...

    • Downloads: 1530
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

    Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

    • Downloads: 967
  • For Application Development & Delivery Professionals

    Report:CRM Solutions For The Finance And Insurance Industries

    Solutions To Support Key Customer-Facing Business Processes

    Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries: 1) claims management; 2)...

    • Downloads: 1645
  • For Application Development & Delivery Professionals

    Report:Zero In On CRM HEROes: The Role of Social Network Analysis

    An Empowered Report: Part 2

    A customer relationship management (CRM) highly empowered and resourceful operative (HERO) is anyone who takes the initiative to apply technologies creatively within business processes to make the...

    • Downloads: 1058
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Wells Fargo Proves The Business Case For Online Chat

    Wells Fargo's Second Attempt At Online Chat Finds Incremental Success

    Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process...

    • Downloads: 1062
  • For Customer Experience Professionals

    Report:How Satisfied Are Consumers With Phone Experiences In 2010?

    Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

    For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

    • Downloads: 761
  • For Customer Experience Professionals

    Report:Consumers Expect Poor Service Experiences

    Customer Service Expectations Across 10 Industries And Five Generations

    Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations...

    • Downloads: 660
  • For Application Development & Delivery Professionals

    Report:To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

    To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the...

    • Downloads: 949
  • For eBusiness & Channel Strategy Professionals

    Report:How US Credit Card Customers Use And Rate Issuers' Secure Sites

    Customers Do Little More Than View And Pay Their Bills Online

    There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the...

    • Downloads: 279
  • For CIO Professionals

    Report:Inside The End User's Mind: India IT Services Demand-Side Analysis

    This report provides a comprehensive background of the India IT services market dynamics from the end user perspective in order to enable vendor strategists to address market opportunities more...

    • Downloads: 12
  • For Customer Experience Professionals

    Report:Best And Worst Of Phone Self-Service Design, 2009

    Forrester Applies Its IVR Review Methodology To 16 Major Firms

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

    • Downloads: 766
  • Report:Best Practices: Customer Onboarding

    A Visible Target During Economic Uncertainty

    Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in...

    • Downloads: 2206
  • For eBusiness & Channel Strategy Professionals

    Report:Using Electronic Alerts To Deepen Financial Customer Relationships

    Target Channel And Content Preferences To Drive Demand

    US financial institutions seeking to deepen relationships through improved customer communications are deploying proactive email and SMS alerts. In tight economic times, this strategy offers a way to...

    • Downloads: 273
  • For Customer Experience Professionals

    Report:Customer Experience Correlates To Loyalty

    Customer Experience Is Even More Correlated To Loyalty Than Last Year

    Using data from nearly 4,700 consumer surveys, Forrester examined the correlation between the customer experiences delivered by more than 100 US firms and the loyalty of their customers. Our analysis...

    • Downloads: 1629
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In How To Retain Financial Services Customers

    Insights From Industry Keynote Presentations At Forrester's 2008 Finance Forum

    In times of crisis, smart financial services firms focus on the customers they already have. Smart channel strategy executives do their part by delivering superior customer experiences. At...

    • Downloads: 1054
  • For Customer Experience Professionals

    Report:Best And Worst Of Email Interaction Design, 2008

    Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

    Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest airlines, banks, department stores, and MP3 player manufacturers. None of the 13...

    • Downloads: 633
  • For Customer Experience Professionals

    Report:Banks' Cross-Channel Experience, 2008

    An Industry Look At This Year's Best And Worst Of Cross-Channel Design

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US banks — Bank of America, JPMorgan Chase, Wachovia, and Wells Fargo. As an industry,...

    • Downloads: 1148
  • For Customer Experience Professionals

    Report:Bank Relationships Differ Across Ethnic Groups

    Forrester asked nearly 5,000 US consumers about many aspects of their relationships with banks. We examined their feedback on overall customer experience and their satisfaction with Web, branch, and...

    • Downloads: 378
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty

    After stumbling badly in the early 2000s, Charles Schwab bounced back, thanks to a strategy built around customer advocacy and loyalty. The strategy of driving organic growth by doing what's right...

    • Downloads: 990
  • For Application Development & Delivery Professionals

    Report:Best Practices: The Smart Way To Implement CRM SaaS Solutions

    CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software...

    • Downloads: 1554