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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306 results in Reports

  • Retail
  • For eBusiness & Channel Strategy Professionals

    Report:The Evolution Of Global eCommerce Markets

    Vision: The eCommerce Globalization Playbook

    Global eCommerce is evolving — rapidly. Consumers around the globe are migrating online, with shopping increasingly becoming a key part of the online experience. Countries vary greatly in their...

    • Downloads: 2095
  • For Application Development & Delivery Professionals

    Report:Retool Your Retail Applications To Thrive On Digital Disruption

    Use Advanced Merchandising And Planning To Steer A New Course

    Application development and delivery (AD&D) professionals in retail must contend with established categories of packaged apps for store operations, eCommerce, supply chain, and loyalty. But most...

    • Downloads: 453
  • For Sourcing & Vendor Management Professionals

    Report:Communications Technology And Services Sourcing Strategy Evaluation Checklist

    Forrester enterprise clients with distributed organizations want to simplify management of an increasingly complex communications environment. This includes defining and then periodically reviewing...

    • Downloads: 57
  • For eBusiness & Channel Strategy Professionals

    Report:Use Mobile To Engage With In-Store Consumers In China

    Globally, mobile has changed the way consumers shop: They expect both to research and purchase goods on their mobile devices. The biggest sales opportunity in mobile is not driving digital sales, but...

    • Downloads: 139
  • For CIO Professionals

    Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

    Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

    This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

    • Downloads: 402
  • For eBusiness & Channel Strategy Professionals

    Report:Younger US Shoppers Use The Mobile Channel Differently Than Older Shoppers

    ForecastView Document

    Forrester recently released its mobile phone and tablet commerce forecast for the US, which illustrates the transition from the PC to smartphone and tablet online retail market. While the overall...

    • Downloads: 36
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience In China, 2014

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

    • Downloads: 141
  • For eBusiness & Channel Strategy Professionals

    Report:US Cross-Channel Retail Forecast, 2012 To 2017

    Like last year, our cross-channel retail forecast reveals that as consumers use smartphones more frequently and become more accustomed to shopping online, they're more likely to use the Web to...

    • Downloads: 894
  • 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: 14
  • For eBusiness & Channel Strategy Professionals

    Report:Market Overview: Mobile Point Of Service Solutions For Retail

    Despite Rapid Adoption Of mPOS Solutions By Retailers, Business Objectives Remain Uncertain

    Over the past decade, as retail sales have shifted from physical stores to digital channels, traditional store-based retailers have been struggling to compete with the endless aisle and low prices...

    • Downloads: 967
  • For Application Development & Delivery Professionals

    Report:Design Mobile Apps From The Outside In

    Policy And Procedures: The Mobile App Development Playbook

    This report outlines best practices in mobile app design that application development & delivery professionals can use to design great mobile apps. Customer expectations for mobile apps have never...

    • Downloads: 3400
  • 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: 19
  • For B2C Marketing Professionals

    Report:Forrester Research Interactive Marketing Forecast By Industry, 2013 To 2018 (US)

    ForecastView Spreadsheet

    Breaks out company spending on interactive marketing segmented by 12 industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search,...

    • Downloads: 15
  • For eBusiness & Channel Strategy Professionals

    Report:Black Friday — The Sale That Stole Christmas

    What Can eBusiness Professionals Learn From Black Friday's Rocky Arrival In The UK?

    The 2014 holiday season was a roller coaster ride for many UK retailers. Black Friday arrived via the technology super highway from the US, with an unprecedented fanfare. For some it was highly...

    • Downloads: 50
  • For CIO Professionals

    Report:Digital Leadership In Retail, 2014

    Digital Business Insights For Retail CIOs

    Retailers are at the sharp edge of change in the age of the customer; those that fail to embrace digital transformations of customer experience will fail to win, serve, and retain customers —...

    • Downloads: 287
  • For B2C Marketing Professionals

    Report:Beyond Marketing: How Mobile Is Transforming McDonald's France

    Use Mobile As The Catalyst For Digital Transformation

    In France, you can order a Big Mac anytime, anywhere on your smartphone, tablet, or desktop and pick it up later at any of 1,200 McDonald's restaurants. But mobile ordering and in-store pick up are...

    • Downloads: 269
  • For B2C Marketing Professionals

    Report:The Best And Worst Of Paid Search In 2012

    Forrester applied an adjusted version of its search marketing review methodology to 300 paid search ads from the retail, travel, consumer packaged goods (CPG), media and entertainment, financial...

    • Downloads: 1333
  • For CIO Professionals

    Report:Continued Gloom For European ICT Markets

    Tech Recession Extends Through 2013, At Least

    Will it ever end? When will the European economic recession end, and when will European tech buying start to pick up? These are questions that CIOs across Europe and tech vendors selling to them into...

    • Downloads: 412
  • For B2C Marketing Professionals

    Report:Forrester Research Search Engine Marketing Forecast, 2013 To 2018 (Western Europe)

    ForecastView Spreadsheet

    Spending on paid search and search engine optimization (SEO) for each of the 17 Western European countries. Segments paid search spending by 11 different verticals. Includes historical...

    • Downloads: 8
  • For eBusiness & Channel Strategy Professionals

    Report:Take Your eCommerce Business Global

    Executive Overview: The eCommerce Globalization Playbook

    eCommerce revenues continue to climb around the globe: The US, Western Europe, and China alone will generate over $800 billion in online sales this year. Online shoppers do not have the same...

    • Downloads: 290
  • For Infrastructure & Operations Professionals

    Report:A Tsunami Of Empowerment Will Hit Your Network With The Internet Of Things

    Empower The Lines Of Business With Virtual Network Infrastructure

    The empowered era — cloud, virtualization, and bring-your-own-device (BYOD)—pummeled the network and networking teams. This deluge isn't letting up, as the Internet of Things (IoT)...

    • Downloads: 461
  • For eBusiness & Channel Strategy Professionals

    Report:How To Build An Online Marketplace

    Understanding The Investment And Commitment Required

    Marketplaces are cropping up everywhere. For retailers, the allure of low cost-of-sales and no inventory risk is compelling. Media companies think about monetizing their traffic and reinventing...

    • Downloads: 718
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2013: Key Metrics And Initiatives

    eCommerce continues to grow at a rapid pace; on average, the retailers surveyed for Forrester and Shop.org's annual The State of Retailing Online study experienced 28% growth in sales in 2012 over...

    • Downloads: 1532
  • For eBusiness & Channel Strategy Professionals

    Report:US Retail Segmentation: Gen Y Online Shoppers

    Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US

    In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

    • Downloads: 584
  • For eBusiness & Channel Strategy Professionals

    Report:The Emergence Of Beacons In Retail

    Early Implementations Lack Depth, But Future Integrations Have The Potential To Transform The In-Store Customer Experience

    It is impossible to read retail news today without hearing about another implementation of beacons, a technology based on Bluetooth low energy (BLE) that allows smartphones to interact with sensors...

    • Downloads: 860