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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  • Customer Satisfaction Surveys
  • eBusiness & Channel Strategy
  • Consumer Technographics
  • 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...

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