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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7 results in Reports

  • Srividya Sridharan
  • Past 12 months
  • For Customer Insights Professionals

    Report:Turn Data Into Insights With Customer Analytics

    Executive Overview: The Customer Analytics Playbook

    The sheer scale and diversity of customer data provides rich new sources of insight, allowing firms to engage in novel ways and enable digital disruption of entire industries. Today, customer...

    • Downloads: 1694
  • For Customer Insights Professionals

    Report:Deciphering A Fragmented Customer Analytics Ecosystem

    Tools And Technology: The Customer Analytics Playbook

    With the increased focus on insights-driven marketing, few firms have the budgets, technology capabilities, or analytical skills to advance their analytics agendas internally, and they frequently...

    • Downloads: 3395
  • For Customer Insights Professionals

    Report:Brief: Don't Give Up On Customer Segmentation

    Performance Management: The Customer Analytics Playbook

    In the era of big data and hyper-personalization, is customer segmentation antiquated or more powerful than ever? That depends on your approach, but many customer insights (CI) pros continue to make...

    • Downloads: 324
  • For B2C Marketing Professionals

    Report:TechRadar™: Marketing And Advertising Technology, Q1 2016

    The Top Technologies Marketers Need For Their BT Agenda

    Marketing technologies have changed dramatically in the last decade, with new solutions built to support the growing channels and touchpoints consumers are using to connect with brands across all...

    • Downloads: 383
  • For Customer Insights Professionals

    Report:Predictions 2016: Personal At Last For CI Professionals

    How CI Pros Will Crack The Contextual Code To Reach And Engage Individuals

    Marketers will face a hypercompetitive 2016 with one more year of digital experience under their belts, easier access to contextual insights, and improved technology. These factors will stimulate...

    • Downloads: 162
  • For Customer Insights Professionals

    Report:How Analytics Drives Customer Life-Cycle Management

    Vision: The Customer Analytics Playbook

    With the growing importance of customer insights in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

    • Downloads: 3369
  • For Customer Insights Professionals

    Report:TechRadar™: Customer Analytics Methods, Q2 2016

    Road Map: The Customer Analytics Playbook

    Forrester has identified 15 key customer analytics methods that customer insights (CI) professionals must master. CI professionals are faced with tough decisions about which combination of methods...

    • Downloads: 1303