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.

Refine your results

Date Range







37 results in Reports

  • Customer Relationship Management (CRM)
  • Healthcare
  • 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: 1344
  • For CIO Professionals

    Report:Wanted: Disruptive CIOs To Drive Digital Business

    Case Study: New England Biolabs

    Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

    • Downloads: 384
  • For Infrastructure & Operations Professionals

    Report:Setting The IT Service Desk On Fire

    Learn How To Dramatically Increase Customer Experience From Others

    For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can...

    • Downloads: 484
  • For CIO Professionals

    Report:Smart Process Applications Fill A Big Business Gap

    They Will Grow Twice As Fast As The Enterprise Application Market

    Smart process apps are a new category of application software designed to support business activities that are people-intensive, highly variable, loosely structured, and subject to frequent change....

    • Downloads: 1007
  • For CIO Professionals

    Report:The Process-Driven Business Of 2020

    Why And How To Shift From Incremental Improvement To Transformation

    Business executives expect the CIO to help continuously improve processes by implementing major software suites, developing new apps, or enhancing existing processes. Spurred by the great recession,...

    • Downloads: 2266
  • For Application Development & Delivery Professionals

    Report:Case Study: Sybron Dental Tackles Sales Productivity Improvement With Mobile CRM

    How do you leverage a treasure trove of end customer data when it suddenly comes available? Sybron Dental, a dental supplies company, faced this scenario when it struck a deal with its distributors...

    • Downloads: 242
  • For Customer Experience Professionals

    Report:Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

    • Downloads: 1046
  • For Customer Experience Professionals

    Report:Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

    • Downloads: 825
  • For Enterprise Architecture Professionals

    Report:Industry-Specific Master Data Management Trends

    This set of data charts, taken from the November 2010 Global master Data Management Online Survey, analyzes data from 134 MDM-savvy IT professionals in five distinct industries-- healthcare; the...

    • Downloads: 164
  • For Customer Experience Professionals

    Report:Why Your Call Center Needs User-Centered Design

    How Focusing On Callers And Agents Can Drive Business Results

    Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

    • Downloads: 944
  • For Customer Experience Professionals

    Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

    What Customer Experience Professionals At Other Firms Can Learn

    Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

    • Downloads: 560
  • For Customer Experience Professionals

    Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

    • Downloads: 336
  • 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: 765
  • For Infrastructure & Operations Professionals

    Report:Real-Time Analytics For Contact Centers

    Do You Know What Your Customers Are Thinking?

    Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction....

    • Downloads: 1463
  • For Application Development & Delivery Professionals

    Report:Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

    • Downloads: 1414
  • For Customer Experience Professionals

    Report:Rating Customer Service Experiences, 2010

    Consumers Evaluate Customer Service At 92 Companies

    Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

    • Downloads: 852
  • 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: 661
  • For Customer Experience Professionals

    Report:Health Plans Face A Member Experience Crisis

    Health plan member experience is broken. Not only do members pan their health plan experiences across the board, but those who use health plan service solutions more frequently are less satisfied...

    • Downloads: 510
  • For Customer Experience Professionals

    Report:Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

    • Downloads: 625
  • 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: 13
  • 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 Customer Experience Professionals

    Report:Customer Service Trumps Price

    US Consumers Pick Good Customer Service Over Low Prices In 12 Industries

    Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest...

    • Downloads: 683
  • For Customer Experience Professionals

    Report:The State Of Customer Experience, 2009

    Customer Experience Management Enters Into Adolescence

    Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

    • Downloads: 1934
  • For Customer Experience Professionals

    Report:The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

    • Downloads: 1342
  • For Customer Experience Professionals

    Report:Customer Experience And Loyalty: A Closer Look

    Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

    Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms,...

    • Downloads: 1383