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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48 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • 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: 597
  • 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: 24
  • 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: 258
  • 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: 241
  • 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: 400
  • 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: 520
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2014

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2575
  • 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: 225
  • 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: 259
  • 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: 65
  • 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: 179
  • 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 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: 1583
  • 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: 132
  • 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: 179
  • 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: 650
  • 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: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: 96
  • 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: 152
  • 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: 397
  • 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: 80
  • For B2C Marketing Professionals

    Report:Brief: Create Social Marketing Videos That Connect With Customers

    Video in social media can be valuable for marketers, despite its current sluggish engagement. This report showcases video examples and best practices to inspire and direct your own efforts.

    • Downloads: 120
  • 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: 713
  • 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: 410
  • 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: 1002