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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9 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • Past 6 months
  • 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: 935
  • 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: 95
  • 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: 12
  • 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 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: 566
    • 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: 303
    • 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: 141
    • 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: 592
    • For Customer Experience Professionals

      Report:Customer Experience Drives Revenue Growth In Europe, Too

      The Correlation Between CX And Revenue Growth In Three Industries

      In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true...

      • Downloads: 95