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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6 results in Reports

  • Media & Entertainment
  • Customer Experience Management
  • Past 6 months
  • For B2C Marketing Professionals

    Report:The State Of Consumers And Technology: Benchmark 2015, Europe

    European Consumer Technographics®

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

    • Downloads: 16
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, 2016

    Benchmarks: The Customer Experience Maturity Playbook

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

    • Downloads: 318
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Digital Experience Platforms

    Three Classes Of Vendors Tackle The Multichannel Experience Mandate

    Application development and delivery (AD&D) professionals need an array of software to create and manage the digital experience (DX). They must evaluate, implement, integrate, and build front-end...

    • Downloads: 2046
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: How GameStop Is Fighting Disruption

    Like many companies in the physical media sector, video game retailers face disruption from mobile devices, digital distribution, and intense competition. This case study provides eBusiness...

    • Downloads: 75
  • For eBusiness & Channel Strategy Professionals

    Report:Do Smartphone Owners Use The App, The Mobile Site, Or Both?

    A Forrester Data Snapshot

    Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

    • Downloads: 9
  • For eBusiness & Channel Strategy Professionals

    Report:Q&A: Why Online Video Matters For Digital Financial Services

    Online Video Helps eBusiness Teams Engage, Win, And Serve Customers Efficiently

    Online video has become a primary channel for individuals to get information. Using sites like YouTube or videos built directly into a firm's own site, it provides an effective way for firms to...

    • Downloads: 184