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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344 results in Reports

  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:Online Retailers: Focus On Serving Your Customers In Their Mobile Moments

    You Have Many Opportunities To Drive Sales And Customer Loyalty

    For the past 20 years, online retailers have been steadily taking market share away from traditional retailers. Initially, they used price arbitrage, but more recently have shifted focus to...

    • Downloads: 292
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 1640
  • For eBusiness & Channel Strategy Professionals

    Report:Retool Your Operations To Enable Store Fulfillment

    Shipping Products From Stores Drives Incremental Revenue But With Added Complexity

    Store fulfillment programs have propelled omnichannel integration efforts to be center stage for eBusinesses. Retailers are no longer debating the benefits of store fulfillment — instead, the...

    • Downloads: 391
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (Western Europe)

    ForecastView Document

    Derived from the Western European online retail forecast, this forecast details the regional online retail spending in the holiday season (i.e., November and December). This includes historical data...

    • Downloads: 11
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2014 (US)

    ForecastView Document

    Derived from the US online retail forecast, this forecast details the online retail spending in the US during the holiday season (i.e., November and December). This includes historical data going...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Latin America Online Retail Forecast, 2015 To 2020

    With a population of over half a billion and two countries among the world's 15 largest economies, Latin America is firmly on the radar of eBusiness leaders looking to expand their digital offerings....

    • Downloads: 98
  • For eBusiness & Channel Strategy Professionals

    Report:The eCommerce Juggernaut Dominates Retail

    In this document, we lay out the current state of eCommerce and the enormous trillion-dollar opportunity it will represent around the world by 2018. We discuss the key drivers of web success; the...

    • Downloads: 1750
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: The Omnichannel And Mobile Juggernaut

    Landscape: The Retail eCommerce Playbook

    In 2016, retail eBusiness executives will face stronger competitors, rising labor costs, and the prospect of damaging customer data breaches. This brief predicts how investments in six areas will...

    • Downloads: 641
  • For B2C Marketing Professionals

    Report:Navigate The Complex Customer Loyalty Ecosystem

    Tools And Technology: The Customer Loyalty Playbook

    Are you among the many business-to-consumer (B2C) marketers who are trying to boost customer loyalty but confused by the number of vendors offering loyalty solutions? The escalating importance of...

    • Downloads: 3184
  • For eBusiness & Channel Strategy Professionals

    Report:Abolish Abandon Rates For In-Store Pickup

    Retailers Must Find Opportunities To Increase "Buy Online, Pick Up In Store" Conversion Through Best Practices And Operational Excellence

    Omnichannel fulfillment is commonplace among today's leading retailers. However, eBusiness professionals are at risk of not meeting goals for these programs if they fail to move from basic...

    • Downloads: 120
  • For CIO Professionals

    Report:Brief: China Tech Spending By Industry, 2016

    Digital Business Drives Tech Spending In China

    China's recent macroeconomic performance has cast a veil of uncertainty over the prospects for global economic growth in 2016. Similarly, many vertical industries in China will continue to grow...

    • Downloads: 99
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Readiness Index: eCommerce, 2015

    ForecastView Spreadsheet

    The Forrester Readiness Index (FRI) for eCommerce assesses 25 variables that give insights into 55 global markets. While there is no universal tool for selecting expansion opportunities, the...

    • Downloads: 10
  • For eBusiness & Channel Strategy Professionals

    Report:Why Consumers And Retailers Alike Are Embracing Reserve-And-Collect

    Store pickup is a tried-and-true form of fulfillment for omnichannel retailers but not all store pickup programs were created equal. In fact, today there are fundamental differences in programs...

    • Downloads: 259
  • For eBusiness & Channel Strategy Professionals

    Report:New Online Shopping Traditions Emerge From The 2015 US Holiday Season

    A Technographics® 360 Report: Using Online Community And Social Listening Data

    With the 2015 holiday season safely behind us, eBusiness professionals can start to analyze US consumers' holiday season shopping behaviors. Due to the large sales volumes, consumers' high...

    • Downloads: 23
  • For CIO Professionals

    Report:China Tech Market Outlook: 2015

    Growth Still Tops Other Asian Countries Despite Economic Slowdown

    Technology purchases in China will reach $136 billion in 2015, making China the second-largest tech market in Asia Pacific after Japan. Demand will still be strongest for hardware and communications...

    • Downloads: 189
  • For Application Development & Delivery Professionals

    Report:Planning For Retail Payment Innovation

    AD&D Professionals Must Prepare For Changes In The Payment Landscape

    The rise of new payment options are changing the world of retail payments — Apple Pay and Android Pay are just the beginning. Retailers have long disliked the charges levied by the card...

    • Downloads: 309
  • For eBusiness & Channel Strategy Professionals

    Report:Quick Take: Singles' Day 2015 Shatters Records With $14.3 Billion In Online Sales

    What You Need To Know About The World's Biggest eCommerce Day

    In China, November 11, or Singles' Day, is now the biggest eCommerce day in the world. In fact, last year, Alibaba's Singles' Day sales surpassed the total sales of the second biggest online sales...

    • Downloads: 49
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Should "Ship-From-Store"

    Revenue, Customer Experience, And Margin Gains Await Retailers That Have The Vision To Seize This Strategic Opportunity

    Amazon is intensifying the online battle across many fronts, including the construction of new distribution centers designed to get orders to the customer as quickly and cheaply as possible....

    • Downloads: 709
  • For Customer Experience Professionals

    Report:Case Study: Etsy Invests In Customer Understanding To Steer Growth

    Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive...

    • Downloads: 82
  • For Enterprise Architecture Professionals

    Report:Brief: The Agile O2O Architecture Framework For Retail Business Agility

    The Transformation Of China's Retail Industry Will Drive The Creation Of New Architectures

    The retail industry in China has been one of the most customer-centric verticals in the past, mostly due to the fact that the Chinese consumer market is so massive. However, changing consumer...

    • Downloads: 172
  • For Customer Experience Professionals

    Report:Brief: How QVC Creates Great Omnichannel Customer Experience

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...

    • Downloads: 194
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Holiday Retail Sales Forecast, 2015 (Western Europe)

    ForecastView Document

    This forecast details online retail spending during the holiday season (i.e., November and December) and is a derivation of the annual Western European online retail forecast. This includes...

    • For eBusiness & Channel Strategy Professionals

      Report:Brief: European Online Holiday Retail Sales Forecast, 2014

      European Online Holiday Sales Will Reach €35 Billion

      As Europe gears up for the most multidevice, multichannel holiday season ever, Forrester forecasts that online retail sales in Europe will generate €35 billion during the holiday months of...

      • Downloads: 85
    • For eBusiness & Channel Strategy Professionals

      Report:The Future Of The Digital Store

      Vision: The Digital Store Playbook

      The retail store is on the cusp of a transformation, one that hasn't been seen since the advent of the modern suburban mall. Today's customers have access to a growing set of digital devices —...

      • Downloads: 811
    • For eBusiness & Channel Strategy Professionals

      Report:Forrester Research Web-Influenced Retail Sales Forecast, 2013 To 2018 (EU-7)

      ForecastView Spreadsheet

      By 2018, 43% of all EU-7 retail sales will be influenced by the Web, up from 30% in 2013. Seventy percent of web-influenced sales in EU-7 come from the UK, France, and Germany, with Spain and Italy...

      • Downloads: 7