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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156 results in Reports

  • Media & Entertainment
  • 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: 93
  • For CIO Professionals

    Report:The Business Impact Of Mobile Engagement

    Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

    • Downloads: 1146
  • For CIO Professionals

    Report:Pioneer Vendors: Smart, Connected Products For The Internet Of Things

    Five Startups Transforming Customer Experience In A Connected World

    Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

    • Downloads: 1075
  • For CIO Professionals

    Report:Quick Take: Observations From IFA 2014

    CIOs Need To Recognize The Value Of Consumer Electronics For Their Business Technology Strategies

    Forrester recently visited the oldest and largest global consumer electronics trade fair, Internationale Funkausstellung (IFA), which took place in Berlin. IFA 2014 demonstrated that smart consumer...

    • Downloads: 80
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 189
  • 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: 254
  • For B2C Marketing Professionals

    Report:Forrester Research Mobile Application Spending Forecast, 2014 To 2019 (EU-7)

    ForecastView Spreadsheet

    In 2019, users will download more than 33 billion apps in the EU-7 -- France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK -- representing more than 13% of all downloads worldwide. As...

    • Downloads: 8
  • For Infrastructure & Operations Professionals

    Report:Case Study: News UK Transformed Its Data Center To Become More Agile

    In the past decade, news media companies have witnessed substantial disruptive changes in their marketplace, spurring them to significantly accelerate their IT transformation initiatives. As we have...

    • Downloads: 214
  • 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: 98
  • For CIO Professionals

    Report:The Midyear Global Tech Market Outlook For 2015 To 2016

    Moderate Growth In Local Currencies Led By The BT Agenda, But A Decline In US Dollars

    At the midyear point in 2015, CIOs in most countries are operating in tech markets with moderate growth of around 4% in local currencies, a bit weaker than what we projected in January 2015. However,...

    • Downloads: 15
  • 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: 119
  • For Customer Experience Professionals

    Report:Brief: Spotify Retunes Its User Experience

    What CX Pros Can Learn About Enriching Customer Experience From The Digital Music Service's Redesign

    Digital music service Spotify has been investing large sums in enhancing its customer experience, culminating with a major redesign across multiple platforms, including its iPhone app, on April 2,...

    • Downloads: 173
  • For B2C Marketing Professionals

    Report:Publishers Must Invest In First-Party Data Protection

    Safeguard Your Single Most Important Asset

    First-party data is a publisher's single most important asset. It represents the trust that a publisher builds with a loyal audience. It embodies the very essence of a publisher's brand, and it is...

    • Downloads: 170
  • For B2C Marketing Professionals

    Report:Gamification: "Level Up" Your Strategic Approach

    Over the past year, marketers have made the shift from learning about the meaning of gamification to incorporating it into their strategies. But so far, the results have been mixed, as the...

    • Downloads: 577
  • For B2C Marketing Professionals

    Report:Delivering Brand Engagement With Short-Form Social Videos

    Video-Sharing Platforms Such As Vine Can Deliver For Marketers — As Long As They Focus On Utility, Discovery, And Sharing

    Emerging short-form social video platforms, such as Instagram and Vine, have a combined global reach closing in on 200 million users and growing quickly. For marketers, the short-form videos shared...

    • Downloads: 458
  • For Customer Insights Professionals

    Report:The State Of Consumers And Technology: Benchmark 2013, Latin America

    Latin American Consumer Technographics®

    This report is a graphical analysis of Forrester's Latin American Technographics Online Benchmark Survey, 2013. It provides an overview of metropolitan Latin American consumers' Internet and consumer...

    • Downloads: 81
  • For CIO Professionals

    Report:Quick Take: Top 10 Cloud Challenges Facing Media And Entertainment

    Media's Video Challenges Witnessed At NAB Will Be Yours In The Near Future

    The media and entertainment vertical was one of the first to embrace public cloud computing services, and for much of this market, it is no longer an "if" or "when" but a "how" and "how-best"...

    • Downloads: 278
  • For B2C Marketing Professionals

    Report:Integrate Social Into Your Marketing RaDaR

    Vision: The Social Marketing Playbook

    Nearly every marketer uses social media today, but too few use it well. Most marketing leaders treat social as something special and unique, leading them to either separate it completely from the...

    • Downloads: 2198
  • For eBusiness & Channel Strategy Professionals

    Report:Implement Video Banking To Drive Digital Sales

    A Clear Customer Strategy And Strong Collaboration Tools Are Essential To Success

    Financial services customers are increasingly going digital, but human assistance continues to play a pivotal role — especially in the purchase journey — and many banks still only allow...

    • Downloads: 94
  • For B2C Marketing Professionals

    Report:Forrester Research Online Paid Content Forecast, 2012 To 2017 (EU-7)

    ForecastView Spreadsheet

    Includes audience, buyers, and revenues for online content, including news, video, games, and music for the EU-7. Regional data and individual data for France, Germany, Italy, the...

    • Downloads: 6
  • For B2C Marketing Professionals

    Report:Make Content Partnerships Work For Your Brand

    Link Content Partnerships With Key Elements Of Your Brand Strategy To Drive Results

    Partnerships with media organizations can play a key role in helping brands plan and execute their content marketing strategies. Media organizations can give marketers access to audiences they may...

    • Downloads: 324
  • For CIO Professionals

    Report:Digital Predator Or Digital Prey?

    Six BT Transformation Strategies To Energize Your Digital Business

    By 2020 every business will become a digital predator or digital prey — which will your company evolve into? The answer to this question lies in how well you, as the CIO, and the executives in...

    • Downloads: 239
  • For Application Development & Delivery Professionals

    Report:You're A Content Publisher Now, So Get Your DAM House In Order

    Best Practices: Digital Asset Management, 2015

    In a world with increasing numbers of rich media assets and a diverse set of distribution channels, application development and delivery (AD&D) professionals must take a closer look at rich media...

    • Downloads: 704
  • For B2C Marketing Professionals

    Report:TV Ads Break Their Content Shackles

    TV Ad Targeting Enters The 21st Century, And Marketers Will Finally Be Able To Target Audiences, Not Just Content Type

    Historically, television had just one way of delivering advertising: embedding it directly in the show so everyone who tuned in saw the same ad. But consumers' increasing appetite to watch TV on...

    • Downloads: 211
  • For eBusiness & Channel Strategy Professionals

    Report:Develop A Digital Business Road Map That Drives Innovation

    Road Map: The Digital Business Transformation Playbook

    Digital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages firms to approach such a wholesale change as a big-bang transformation program, but the...

    • Downloads: 570