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

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

150 results in Reports

  • Media & Entertainment
  • For Infrastructure & Operations Professionals

    Report:Holography: The Future Of 3D Projection

    Infrastructure Augmentation Will Ensure Project Success

    Holography will significantly disrupt 3D imaging, as it offers better usability and addresses the shortcomings of current 3D solutions. While the holographic effects in Star Wars seem futuristic,...

    • Downloads: 146
  • 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: 1558
  • For B2C Marketing Professionals

    Report:Keeping Score Of US Smartphone Usage During The 2015 Super Bowl Event

    A Technographics® 360 Report: Using Behavioral Tracking, Social Listening, And Online Community Data

    The 2015 Super Bowl had 114 million viewers, making it the most watched television event in US history. This unprecedented level of viewership presents B2C marketing professionals with many...

    • Downloads: 28
  • For CMO Professionals

    Report:Established Media Brands Fend Off Social Newcomers To Top TRUE Brand Rankings

    Technographics® TRUE Brand Compass: Media

    Consumers demand more from brands in the 21st century, and traditional and digital media brands are no exception. Media brands must go beyond single-channel access points and prove that they are a...

    • Downloads: 223
  • 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: 91
  • 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: 239
  • For CIO Professionals

    Report:Brief: China Tech Spending By Industry, 2016

    Digital Business Drives Tech Spending In China

    China's recent macroeconomic performance has cast a veil of uncertainty over the prospects for global economic growth in 2016. Similarly, many vertical industries in China will continue to grow...

    • Downloads: 99
  • For B2C Marketing Professionals

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

    North American Consumer Technographics®

    This report provides an overview of Canadian online consumers' media consumption and consumer technology behaviors, broken out by age group. Our analysis shows that the youngest Canadian consumers...

    • Downloads: 129
  • For CIO Professionals

    Report:The Forrester Wave™: Digital Platform Engineering Services, Q2 2016

    The Seven Vendors That Matter Most And How They Stack Up

    In our 15-criteria evaluation of digital platform engineering services (DPES) firms, we identified seven vendors making inroads in this emerging business technology services market — EPAM Systems,...

    • Downloads: 156
  • For Customer Experience Professionals

    Report:Brief: How QVC Creates Great Omnichannel Customer Experience

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...

    • Downloads: 194
  • For CMO Professionals

    Report:Brief: Amazon Prime Music Reveals A Warning To Other Product Categories

    Music Is Now A Feature, Not A Product

    In June 2014, Amazon.com announced the arrival of its Prime Music service. Just like with the company's Prime Instant Video service, the music service is free to Prime members who have already chosen...

    • Downloads: 153
  • For B2C Marketing Professionals

    Report:Three Gaming Apps Earn "Engaging" Scores On The App Engagement Index

    North American Consumer Technographics® — Revealing The Q4 2014 App Engagement Index Scores Of US Gaming Apps

    As consumers shift the time they spend on PCs and TVs to mobile devices, marketing leadership professionals need to shift their advertising budgets in parallel. Forrester estimates that mobile...

    • Downloads: 23
  • 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: 188
  • For B2C Marketing Professionals

    Report:Put Distribution At The Heart Of Content Marketing

    Marketers Need A Solid Distribution Strategy To Drive A Return On Content Investments

    Investment in branded content is rising sharply, but too many brand marketers fail to plan for the distribution and discovery of their content. The result? Significant content investments don't reach...

    • Downloads: 809
  • 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: 600
  • For B2C Marketing Professionals

    Report:North American Online Display Advertising Forecast, 2014 To 2019

    US online display advertising will experience a strong and steady revenue growth between 2014 and 2019, while investment in offline channels will remain nearly stagnant throughout the same period....

    • Downloads: 2218
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell...

    • Downloads: 1420
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2015, Canada

    North American Consumer Technographics®

    This report is an overview of Canadian consumers' behaviors and technology attitudes by age group, based on Forrester's North American Consumer Technographics surveys and our ForecastView data....

    • Downloads: 34
  • For B2C Marketing Professionals

    Report:Brief: TV And Digital Video Convergence Accelerates

    Marketers Take Early Steps Toward An Omnichannel Video Future

    Digital video is encroaching on TV's long held position atop the marketing mix. Changes in consumer habits and the migration of TV content to addressable delivery channels call TV dominance into...

    • Downloads: 253
  • For B2C Marketing Professionals

    Report:The State Of Online Video Advertising In Europe, 2013

    Best-Practices Adoption Is Still Slow In A Rapidly Growing In-Stream Video Advertising Ecosystem

    Online video advertising spend is growing rapidly in Europe as marketers try to tap into consumers' appetite for online video. While we see different stages of maturity across Europe overall, too...

    • Downloads: 243
  • For B2C Marketing Professionals

    Report:Time-Shifted TV Opens The Doors To Dynamic Ad Insertion And Addressability

    Boost Targeting Options For TV With Dynamic Ad Insertions

    The digitalization of the TV ecosystem is well underway, and while many challenges remain before addressable TV advertising takes hold, the capabilities exist today for marketers to execute...

    • Downloads: 283
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • Downloads: 491
  • For B2C Marketing Professionals

    Report:Native Advertising: Handle With Care

    Publishers Must Carefully Balance The Potential For Additional Revenues With The Need For Transparency

    Marketers and agencies alike are seeing great potential in native advertising, which offers the opportunity to present paid-for marketing messaging in editorial content formats. Amid the hype, a few...

    • Downloads: 273
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2014, US

    North American Consumer Technographics®

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our data...

    • Downloads: 284
  • For Enterprise Architecture Professionals

    Report:Quick Take: IBM Forecasts Insights-Driven . . . And Buys The Weather Company

    First, IBM morphed from "big iron" to software and services. Now, it's transforming again. Yesterday, IBM announced its intent to acquire everything except the TV business from The Weather Company....

    • Downloads: 103