Kate Leggett's Research
For Application Development & Delivery Professionals
Report: Define The Right Metrics For Tracking CRM Success
Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report...
For Application Development & Delivery Professionals
Report: Choose The Right Customer Service Solution For Your Business
Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professiona...
For Application Development & Delivery Professionals
Report: Choose The Right CRM Solutions For Your Organization
The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide indu...
For Application Development & Delivery Professionals
Report: Assess CRM Capabilities To Pinpoint Opportunities
This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and mob...
For Application Development & Delivery Professionals
Report: Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It
Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints ...
For Application Development & Delivery Professionals
Report: Trends 2016: The Future Of Customer Service
In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal...
For Application Development & Delivery Professionals
Report: Transform Customer Processes And Systems To Improve Experiences
The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and del...
For Application Development & Delivery Professionals
Report: Transform The Contact Center For Customer Service Excellence
Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forres...
For Application Development & Delivery Professionals
Report: Assess CRM Capabilities To Pinpoint Opportunities
This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and mob...
For Application Development & Delivery Professionals
Report: Choose The Right CRM Solutions For Your Organization
The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide indu...
