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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Market Imperatives




11 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • Past 6 months
  • 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 299 US...

    • 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: 97
    • 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: 152
    • 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: 433
    • 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: 187
    • 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: 7
    • 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: 147
    • 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: 437
    • 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: 4
    • 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: 60
    • 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: 174