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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337 results in Reports

  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:Retailers Struggle To Profit Despite The Rise In Online Grocery Shopping In Western Europe

    A ForecastView Report

    Forrester recently updated its online retail sales forecast for Western Europe to show the strong growth in online grocery sales, particularly in France. This report provides insight into this trend...

    • Downloads: 17
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Point Of Service, Q3 2015

    The 10 Providers That Matter Most And How They Stack Up

    In Forrester's 59-criteria evaluation of point-of-service (POS) vendors, we identified the 10 most significant providers in the category — Aptos, Demandware, Fujitsu, Microsoft Dynamics, NCR,...

    • Downloads: 296
  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail: Five Trends To Watch In 2013

    European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

    European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

    • Downloads: 755
  • For CIO Professionals

    Report:At Last, A Tech Market Recovery In Europe

    Modest Growth Of 2.3% For 2014

    The European tech market has been down so long that sooner or later it was bound to turn up. Sooner is here. With most European economies emerging from recession, and Germany, Poland, and the UK...

    • Downloads: 399
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2015: Prepare For More Global eCommerce Players To Spread Their Wings

    10 Trends That Will Shape Global Online Retail

    The next year will see global eBusiness executives continuing to expand their international footprints. Some will set their sights exclusively on the relatively mature online retail markets of North...

    • Downloads: 336
  • For CIO Professionals

    Report:The Future Of The Retail Experience

    Digital Business: Digitize The End-To-End Customer Experience

    Retail CIOs have always had a tough job, but digital makes it tougher. Emerging digital technologies threaten to transform retail experiences both in stores and at home. Without a good business case,...

    • Downloads: 443
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Web-Influenced Retail Sales Forecast, 2014 To 2019 (India)

    ForecastView Spreadsheet

    The forecast analyzes the influence of the Web on retail sales to understand the total web impact (online sales plus web influence on offline sales) on retail sales and the need for omnichannel...

    • Downloads: 9
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Commerce Is Poised To Take Off In India

    The Growth Of Online Shopping On Feature Phones, Smartphones, And Tablets Will Catalyze The Growth Of Mobile Commerce In India

    The number of smartphone and tablet owners in India will double by 2017 as mobile devices increasingly become extensions of consumers' lifestyles. A host of macro factors, such as the emergence of a...

    • Downloads: 261
  • For eBusiness & Channel Strategy Professionals

    Report:Forrester Research Online Retail Forecast, 2015 To 2020 (Western Europe), Q4 2015 Update

    ForecastView Spreadsheet

    The Q4 update to the online retail sales forecast in Western Europe increased online sales growth in 2015 by one percentage point for France and the Netherlands based on stronger retailer sales data....

    • Downloads: 18
  • 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: 94
  • For Application Development & Delivery Professionals

    Report:How To Turn The USA EMV Retail Deadline Into Customer Advantage

    In October 2015, responsibility for credit cardholder present fraud will shift from the issuer to retailers that have failed to implement chip and pin protection. Retailers with 75% of more of their...

    • Downloads: 112
  • For Customer Experience Professionals

    Report:The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

    • Downloads: 254
  • For Customer Experience Professionals

    Report:Brief: Comparing CX Quality Between Store-Based Retailers And Digital-Only Retailers

    Store-based retailers face an uphill battle as they compete against digital giants like Amazon and Etsy for consumer dollars. Customer experience (CX) professionals should use this report to get a...

    • Downloads: 138
  • For CIO Professionals

    Report:The Enterprise Network Enables Business Innovation

    Business And Network Strategies Will Become More Integrated

    The enterprise network is the ugly duckling of enterprise technology landscape, looked at disparagingly by CIOs and often ignored by the business. The enterprise network is much less exciting than...

    • Downloads: 369
  • For Application Development & Delivery Professionals

    Report:Dynamic Pricing Reshapes Retail — Can You Keep Up?

    Amazon Has Changed The Pricing Game For Retailers

    The retail industry must rethink its approach to pricing. Amazon is making an estimated 3 million price changes daily, as it capitalizes on its vast computing capacity to sense fluctuations in...

    • Downloads: 97
  • For Customer Insights Professionals

    Report:Leverage Contextual Privacy To Create Better Location Engagement

    Retail marketers long for the kinds of in-store analytics and in-aisle targeting that eCommerce and digital marketing teams have leveraged for over a decade with web analytics and online measurement...

    • Downloads: 127
  • For Infrastructure & Operations Professionals

    Report:Avoid Making These 10 Mistakes With Your Retail Customer Engagement Network

    Not Understanding The Network's Role In Retail Technology Initiatives Torpedoes Their Value

    To combat online retailers siphoning brick and mortar customers, physical retailers have ramped up resources to transform the generic physical store into an entity that can meet the challenges of...

    • Downloads: 101
  • 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:The State Of Retailing Online 2013: Marketing And Merchandising

      Forrester partnered with Shop.org for its annual report of eCommerce benchmarks, gathered from a survey of retailers that sell online. We published the first 2013 report earlier this year, covering...

      • Downloads: 1088
    • For eBusiness & Channel Strategy Professionals

      Report:Consumer Wallet Shift And Retailer Strategy Bolster Canadian Online Retail

      ForecastView Document

      Online retail sales in Canada are set to rise by over 15% in 2014, topping C$22 billion but still representing just 6% of the total retail market. However, with continued double-digit growth through...

      • Downloads: 10
    • For eBusiness & Channel Strategy Professionals

      Report:It's Time For Retail Stores To Open Their Doors To The Digital Org

      Organization: The Digital Store Playbook

      Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. Profit and loss (P&L) statements managed in channel silos drive...

      • Downloads: 205
    • For eBusiness & Channel Strategy Professionals

      Report:European Online Retail Forecast: 2013 To 2018

      European Online Retail Sales Continue Their Double-Digit Growth

      Forrester forecasts that online retail sales in Europe will grow by a compound annual growth rate (CAGR) of 12% over the next five years to reach €233.9 billion by 2018. Online retail sales...

      • Downloads: 652
    • For eBusiness & Channel Strategy Professionals

      Report:Brief: Five Lessons From Five Cyber Mondays

      Insights From US eCommerce's Biggest Day Of The Year

      Cyber Monday, the Monday after Black Friday, is now the biggest shopping day of the year for online retailers in the US. In fact, online retail sales exceeded $2 billion on Cyber Monday in 2014. In...

      • Downloads: 147
    • 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: 158
    • For eBusiness & Channel Strategy Professionals

      Report:Why Shoppers Buy At General Retailers In France And The UK

      European Consumer Technographics®: Uncovering The Drivers Of Repeat Online And Offline Purchase

      Consumers are more empowered today than ever before to choose where and when they shop. Forrester sought to develop an understanding of how and why consumers choose a retailer and what they expect...

      • Downloads: 23