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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47 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 646
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

    • Downloads: 1441
  • 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: 187
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q3 2015

    Benchmarks: The Customer Experience Maturity Playbook

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

    • Downloads: 737
  • For Customer Experience Professionals

    Report:CX Industry Spotlight: TV And Internet Service Providers

    A Forrester CX Index™ Deliverable: Analyzing The Financial Impact Of Customer Experience For The TV And Internet Service Industries

    Forrester's Customer Experience Index (CX Index) framework allows companies to analyze the quality of their customer experience, and it also identifies the financial impact of customer experience...

    • Downloads: 214
  • 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: 1357
  • For B2C Marketing Professionals

    Report:CMOs Must Build An Affinity Channels Strategy To Reach New Audiences

    How To Navigate Fragmenting Media Audiences Across Niche, Focused Digital Media Networks

    Young demographic audiences, often described as Millennials or Gen Zers, are fragmenting across a new landscape of affinity-focused media channels built on YouTube including StyleHaul, Machinima,...

    • Downloads: 359
  • For CMO Professionals

    Report:Quick Take: Microsoft Mines Minecraft For The Future Of Interactive Entertainment

    With Microsoft's announcement that it will acquire Mojang, the game developer behind the successful Minecraft franchise, the company is in position to tap a rich vein of interactive entertainment....

    • Downloads: 69
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 260
  • 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: 180
  • 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: 49
  • 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: 194
  • 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: 205
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Digital Customer Experience Technologies, Q3 2013

    Use These Technologies To Deliver Great Digital Customer Experiences

    Consumers are dazzled by digital experiences that are enjoyable, innovative, and contextual. How are you going to keep up? Firms face an expanding ecosystem of technology supporting digital customer...

    • Downloads: 1028
  • For CMO Professionals

    Report:Brief: Amazon's Digital Subscriptions Are A Sign Of Things To Come

    Pay attention to digital subscriptions; the future of digital relationships will be full of them. Digital platforms like Amazon and Microsoft lead in defining this ultimate form of digital...

    • Downloads: 258
  • For B2C Marketing Professionals

    Report:The Best And Worst Of Email Marketing, 2015

    Benchmarks: The Email Marketing Playbook

    This report helps marketing leadership professionals benchmark their email marketing campaigns against 70 of their peers that Forrester reviewed from the consumer goods, retail, travel, financial...

    • Downloads: 406
  • 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: 148
  • For B2C Marketing Professionals

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

    European Consumer Technographics®

    This report is our annual overview of European consumers' behaviors and technology attitudes based on Forrester's European Consumer Technographics surveys and our ForecastView data. We analyzed...

    • Downloads: 78
  • 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 B2C Marketing Professionals

    Report:Brief: Establish Product Credibility On Your Website

    Complement Your Brand's Content With UGC To Drive Exploration

    Consumers trust what they hear from other customers on third-party sites more than they trust your own branded content. This is because the content generated from your customers provides more...

    • Downloads: 158
  • 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: 202
  • For Enterprise Architecture Professionals

    Report:Use Big Data Initiatives To Deliver Digital Business Value

    Part I: Digital Customer Experience

    In what seems like the blink of an eye, our world has become digital. Work schedules, personal preferences, and opinions all live coded in databases. Empowered customers have many options...

    • Downloads: 1
  • 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: 26
  • For Infrastructure & Operations Professionals

    Report:Brief: Using Technology To Drive In-Store Customer Engagement

    How To Start Employing Emerging Technologies To Join Physical And Virtual Shopping Experiences

    Infrastructure and operations (I&O) professionals at retail firms have an opportunity to help their companies employ in-store technologies to craft superior engagement strategies. As I&O becomes a...

    • Downloads: 421
  • For Application Development & Delivery Professionals

    Report:Brief: How The Washington Post Closes The Experience Gaps

    Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

    • Downloads: 92