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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26 results in Reports

  • Customer Data
  • Past 18 months
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

    • Downloads: 1852
  • For B2C Marketing Professionals

    Report:Maximize Walled Gardens Without Sacrificing Customer Intelligence

    Marketers Negotiate The Tradeoff Between Data Accuracy And Ownership In Their Bid To Achieve Customer Centricity

    A lot of ink has been spilled over the ascendance of media walled gardens in 2015. Their proposition is compelling: using deterministic customer identifications, companies like Google and Facebook...

    • Downloads: 50
  • For CIO Professionals

    Report:Turn Data Monotony Into Data Mastery: Cultivate An Insights-Driven Culture

    A RoleView Report Using Forrester's Technographics® 360 Methodology

    Employees worldwide constantly engage with data, and they perceive it to be central to their daily work. Their companies urgently execute on data-driven strategies in a race for better and faster...

    • Downloads: 2
  • For Enterprise Architecture Professionals

    Report:A Technology Guide To Turn Data Into Customer-Obsessed Action

    Leverage Forrester's Data, Analytics, And Insight-To-Action Technology Research To Become Customer-Obsessed

    All the market noise about data and analytics misses an important idea — your business cares about changing outcomes, and data and analytics are simply a means to that end. But knowing what type of...

    • Downloads: 171
  • 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: 1350
  • For Customer Insights Professionals

    Report:Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data. In fact, Forrester believes...

    • Downloads: 691
  • For Enterprise Architecture Professionals

    Report:Brief: Adaptive Intelligence Powers The Data Economy In China

    Embrace Real-Time Multidirectional Data Sharing To Deliver Customer Obsession

    Companies used to leverage their internal data assets for the sole purpose of understanding their customers, partners, and market landscape. But in the age of the customer, they must take a more open...

    • Downloads: 77
  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social computing...

    • Downloads: 3138
  • For Customer Insights Professionals

    Report:It's Time To Raise The Bar With Analytics

    Assessment: The Customer Analytics Playbook

    Customer analytics allows marketers to get smarter about customer behavior using advanced analytical and statistical methods. Although the science and math behind the analytics are key to success,...

    • Downloads: 1267
  • For Security & Risk Professionals

    Report:Lessons Learned From The World's Biggest Customer Data Breaches And Privacy Incidents, 2015

    Continuous Improvement: The Data Security And Privacy Playbook

    Breaking news of a massive customer breach dominates headlines for days. However, months and even years later, affected customers still struggle with the aftermath and firms are still absorbing the...

    • Downloads: 379
  • For CIO Professionals

    Report:Brief: CIOs Must Overcome Five Barriers To Digital Business Mastery

    Transforming toward digital mastery is a challenge, and many companies face additional barriers resulting from their past successes and failures. These organizational dysfunctions get in the way of...

    • Downloads: 253
  • For Security & Risk Professionals

    Report:Build A Privacy Organization For Consumer Data Management

    Organization: The Data Security And Privacy Playbook

    How companies handle and protect consumer data privacy is much more than a compliance issue. Privacy is a competitive differentiator, and firms that fail to have a cohesive privacy strategy and...

    • Downloads: 127
  • For Application Development & Delivery Professionals

    Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    In the age of the customer, the transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers....

    • Downloads: 2149
  • For Application Development & Delivery Professionals

    Report:Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook For 2015

    When application development and delivery (AD&D) professionals create a customer relationship management (CRM) road map, they need to evaluate alternative CRM tactics, identify and leverage synergies...

    • Downloads: 812
  • 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: 1100
  • For Security & Risk Professionals

    Report:Market Overview: Customer Data Breach Notification And Response Services

    Customer-Facing Communication And Outreach Will Set The Tone For Breach Recovery And Response

    You can't stop every cyberattack, and accidental data loss happens. Customer-facing communication following a breach is a critical component of incident response and the first step in reassuring...

    • Downloads: 195
  • For Security & Risk Professionals

    Report:Protect Your Intellectual Property And Customer Data From Theft And Abuse

    Executive Overview: The Data Security And Privacy Playbook

    Data is the lifeblood of today's digital businesses, but for economic and even political gain, highly skilled cybercriminals and malicious insiders are determined to steal it. Meanwhile, customers...

    • Downloads: 1300
  • For CIO Professionals

    Report:Digital Insights Are The New Currency Of Business

    Build Systems Of Insight To Consistently Turn Big Data Into Business Action

    Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. This can't continue. Demanding customers and competitive pressures...

    • Downloads: 1184
  • For Customer Experience Professionals

    Report:Brief: How Customer Data Elevates Experiences

    Companies now have access to an abundance of customer data. At the same time, customer attitudes regarding the use of customer data are shifting. Today's customers expect companies to make use of...

    • Downloads: 449
  • For Application Development & Delivery Professionals

    Report:You Can't Personalize Digital Experiences Without Predictive

    Predictive Analytics Solutions Are The Personalization Engine That Digital Experience Platforms Lack

    Digital experience delivery vendors have generally fallen short in their use of predictive analytics to contextualize digital customer experiences. Many of these vendors offer simple, rules-based...

    • Downloads: 422
  • For Enterprise Architecture Professionals

    Report:Are You Using Data To Win? Discover Your Data Management Maturity

    Enterprise architects need to marshal resources to meet the business requirement for fast, accurate data delivery and, at the same time, modernize the platform from the outside in. Forrester...

    • Downloads: 458
  • For Enterprise Architecture Professionals

    Report:Fix The Data Problems That Destroy Your Customer Effectiveness

    Marketing, sales, and customer service professionals consider customer relationship management (CRM) applications the single source of truth about a customer. However, poor quality customer...

    • Downloads: 291
  • For eBusiness & Channel Strategy Professionals

    Report:Use Customer-Centric Metrics To Benchmark Your Digital Success

    It's easy to measure basic digital metrics like page views or the number of Facebook fans you have, but all too often these superficial metrics offer little or no insight into how your firm is...

    • Downloads: 516
  • For Customer Experience Professionals

    Report:Four Questions That Free Employees To Access Customer Data

    A Guide For Customer Experience Pros Looking To Break Down Information Silos

    The vast majority of the information workforce directly supports customers or helps their organizations understand customers' behavior. But the way that organizations warehouse client data and...

    • Downloads: 148
  • For Customer Insights Professionals

    Report:Make Sense Of A Fractured Consumer Data Ecosystem

    Landscape: The Customer Trust And Privacy Playbook

    Although widespread adoption of personal identity and data management (PIDM) remains a few years away, the ecosystem of data lockers, digital identification tools, and authorization managers is...

    • Downloads: 606