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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50 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • 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: 917
  • 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: 196
  • 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: 607
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 412
  • 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: 270
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

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

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 276
  • 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: 1430
  • 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...

    • For Customer Experience Professionals

      Report:The Business Impact Of Customer Experience, 2014

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

      • Downloads: 1615
    • 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: 19
    • 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: 242
    • 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: 153
    • 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: 1015
    • For CIO Professionals

      Report:The Forrester Wave™: Video Platforms For The Enterprise, Q1 2013

      Kaltura, Qumu, And Polycom Lead The Video Publishing Platform Pack

      Enterprises looking to deliver video communications to employees continue to use solutions for webcasting and YouTube-like video portals. In Forrester's 23-criteria evaluation of enterprise video...

      • Downloads: 756
    • For Customer Experience Professionals

      Report:The India Customer Experience Index, 2015

      A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

      For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and...

      • Downloads: 92
    • 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: 455
    • 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: 252
    • 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: 346
    • For Infrastructure & Operations Professionals

      Report:Infrastructure Will Drive The Retail Store Experiences Of The Future

      In-Store Technology Is Too Critical For I&O To Be Left Out

      To engage customers, retailers are implementing new technologies to help increase the relevance of content, reduce shopper frustrations, and create pleasing experiences. For example, Burberry tags...

      • Downloads: 733
    • 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: 187
    • 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: 1263
    • 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: 307
    • For B2C Marketing Professionals

      Report:The State Of Consumers And Technology: Benchmark 2012, China

      Asia Pacific Consumer Technographics®

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

      • Downloads: 88
    • For B2C Marketing Professionals

      Report:Profiling Brand-Loyal And Price-Conscious US Consumers

      A Technographics® Data Essentials Document

      Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

      • Downloads: 117
    • 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: 97