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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166 results in Reports

  • Media & Entertainment
  • For B2C Marketing Professionals

    Report:The European eCommerce Landscape

    A European Consumer Technographics® Report

    The Internet plays an important role in European consumers' retail habits, and its influence will only grow. Our data shows that just over two-thirds of European online consumers shop online,...

    • Downloads: 95
  • For B2C Marketing Professionals

    Report:Executive Q&A: How Personalized Video Works And What It Can Do For You

    Marketing leaders are shifting budgets toward new content and interaction methods to counter a reduced effectiveness in traditional digital advertising and marketing. Enter personalized video, which...

    • Downloads: 142
  • For CIO Professionals

    Report:The Canadian Tech Market 2012 To 2013

    Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases

    Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...

    • Downloads: 352
  • For CMO Professionals

    Report:Brief: HBO Won't Go As Direct As You Think

    Why HBO Will Succeed, Others Will Follow, And TV Will Thrive

    HBO stunned the market and raised the ire of its cable and satellite partners by announcing that it will offer some version of the HBO experience directly to consumers in 2015. When the details are...

    • Downloads: 98
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Video Platforms And Webcasting, Q1 2015

    Choose From Solutions For Presenting Live Or Publishing Video On Demand To Internal Or External Audiences

    In Forrester's 24-criteria evaluation of enterprise video platform and webcasting vendors, we identified the 16 most significant providers — BrightTalk, Cisco, InXpo, Kaltura, Kontiki, Kulu...

    • Downloads: 231
  • For B2C Marketing Professionals

    Report:Forrester Research Connected Devices Forecast, 2012 To 2017 (US)

    ForecastView Spreadsheet

    Adoption and ownership of game console devices, Blu-ray Disc players, and HDTVs among US households. Includes unit sales and installed base of: 1) game consoles (PS3, Xbox 360, Wii, etc.) by...

    • Downloads: 10
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, China

    China Consumer Technographics®

    This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, they are enthusiastic mobile owners and social participants. China is a...

    • Downloads: 42
  • For CIO Professionals

    Report:Continued Gloom For European ICT Markets

    Tech Recession Extends Through 2013, At Least

    Will it ever end? When will the European economic recession end, and when will European tech buying start to pick up? These are questions that CIOs across Europe and tech vendors selling to them into...

    • Downloads: 412
  • For B2B Marketing Professionals

    Report:B2B Marketing Tactics: Learning From Other Verticals

    In Forrester's report, "Marketing Tactics Of Top Tech Performers," we analyzed how top-performing tech companies apply various marketing tactics and metrics, and their resultant effectiveness. In...

    • Downloads: 504
  • For CMO Professionals

    Report:Innovative Consumer Technology Brands Win The Battle For Mindshare

    Technographics® TRUE Brand Compass: Consumer Technology

    The consumer technology business is traditionally product-driven. But in today's competitive marketplace, chief marketing officers (CMOs) in this sector need to pay attention to their brand resonance...

    • Downloads: 312
  • For CIO Professionals

    Report:Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement

    Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure

    During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

    • Downloads: 653
  • For Customer Insights Professionals

    Report:Case Study: NASCAR Starts Up Its Contextual Marketing Engine

    How A Sports Enterprise Leverages Its Fan & Media Engagement Center To Transform Into A Digital Enterprise

    Forrester believes that firms must look beyond campaigns and instead deliver self-perpetuating cycles of real-time and insight-driven customer interactions to win, retain, and engage with customers....

    • Downloads: 156
  • For CIO Professionals

    Report:Four Examples Of Decoding An IT Org Chart

    This presentation illustrates four examples of IT organization redesigns. Use this presentation to help envision your own redesign and understand the goals, barriers, and target groups...

    • Downloads: 54
  • For eBusiness & Channel Strategy Professionals

    Report:Digital User Behaviors Are Driving Digital Goods Growth

    ForecastView Document

    Forrester recently updated its online retail sales forecast to show continued growth in digital goods in Western Europe. The compound annual growth rates from 2013 to 2018 for online sales in music,...

    • Downloads: 25
  • For B2C Marketing Professionals

    Report:Online Display Advertising Competes With Traditional Media Advertising In Europe

    ForecastView Document

    Online display advertising in Western Europe will grow at a compound annual growth rate of 10.3% from 2014 to 2019. The most important formats driving growth are video and rich media. Similarly, the...

    • Downloads: 16
  • For B2C Marketing Professionals

    Report:The Gross Rating Point Gets An Extreme Makeover

    Big Data Will Power More Precision And Control In Audience Measurement And Media Buys

    The rise of digital video advertising and the emergence of "TV everywhere" have fractured the video ad landscape into two media types with fundamentally different values to advertisers. While...

    • Downloads: 168
  • For B2C Marketing Professionals

    Report:Marketers Embrace The Power Of Digital Video In China

    With the widespread adoption of online video viewing platforms by Chinese consumers, marketers have seized the moment and increased their investment levels in the new medium. However, marketers have...

    • Downloads: 176
  • For B2C Marketing Professionals

    Report:The App Engagement Index

    Using Behavioral Tracking To Measure Engagement Levels For Media And Communication Apps

    In this report, we introduce Forrester's App Engagement Index, a framework that evaluates media, communications, and entertainment apps based on key behavioral metrics: popularity, audience...

    • Downloads: 190
  • For CMO Professionals

    Report:The Fight To Control The TV Becomes A Platform War

    The fight to control the TV is a battle for the more than 114 million TV households that, until now, have been under the quiet control of cable and satellite providers and the broadcast and cable...

    • Downloads: 1038
  • For B2C Marketing Professionals

    Report:Case Study: BBC Radio1 Reaches Young UK Users With Mobile-Specific Ads

    A Mobile-Unique Approach Creates Engagement And Drives Results

    BBC Radio 1 reinvigorated its program The Breakfast Show with new content and a new host, with the goal of appealing to younger users and growing its audience. To reach these highly mobile listeners,...

    • Downloads: 79
  • For B2C Marketing Professionals

    Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific, 2012

    Asia Pacific Technographics®

    For the past seven years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. As in recent years, this dedicated report helps companies understand the online and...

    • Downloads: 88
  • For Customer Insights Professionals

    Report:The New Privacy: It's All About Context

    Adopt Contextual Privacy To Gain A Market Advantage

    "Privacy is dead": It's a trope so often repeated you might actually think it's true. But in the age of smartphones and sensors, privacy is not only possible, it's essential for building trust, the...

    • Downloads: 493
  • For Infrastructure & Operations Professionals

    Report:Game On: Drive Engagement With Service Management And Automation Simulations

    Service management and automation (SMA) is a closed-loop control system that enables the design, development, maintenance, and adoption of services that support business teams in their capabilities...

    • Downloads: 246
  • For CIO Professionals

    Report:The Internet Of Things Comes Home, Bit By Bit

    Digital Homes Will Get Smart In Small Steps

    The connected world's tendrils are expanding far and wide to gear like farm equipment and parking meters, yet most consumers' homes remain a simple endpoint of connectivity whose intelligence is...

    • Downloads: 1311
  • For B2C Marketing Professionals

    Report:Harness The Power Of The Second Screen

    When And How It Makes Sense For Marketers To Integrate Second-Screen Experiences Into Their Plans

    Consumers today are rarely without a mobile, tablet, or laptop device close to hand, even when engaged in other activities such as watching TV. Being active on these second screens is now a normal...

    • Downloads: 226