customer relationship management (CRM)
Discover how to optimize customer relationship management (CRM) programs, from software selection to CSM training.
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From First Touch To Automated Engagement: The Evolving Front Office
The Forrester Wave™: Customer Relationship Management Software, Q1 2025, our latest evaluation of CRM providers, shows a market on the cusp of change.
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A Market On The Cusp Of Change — Decoding The Forrester Wave™: Customer Relationship Management Software, Q1 2025
Each vendor in the CRM wave offers unique capabilities. Some vendors are better positioned to incorporate AI that will transform this market. Find out more in this preview of our latest wave.
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AI Catapults The CRM Market To A Moment of Reckoning
CRM software has become overengineered, and complexity is killing its value, but AI has the potential to simplify CRM.
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ServiceNow And Salesforce Cross Battle Lines In An Escalating CRM War
Customer relationship management (CRM) systems initially focused on supporting core front-office functions such as sales and marketing, but the value proposition of CRM has significantly expanded through strategic tech convergence, driving substantial revenue growth for vendors.
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Ask, Don’t Interrogate: Best Practices For Collecting Zero-Party Data
As more privacy regulations and consumer tools emerge, the challenge for brands is how to ask consumers for data in a way that is user-friendly and encourages them to share their information. Get an example on how to collect zero-party data in this preview of a new report.
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Modernize Marketing With CRM Marketing Services
From marketing service provider to CRM marketing services ... what’s in a name? An evolution and some confusion.
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The Customer Service Tech Landscape: What It Means For You
To succeed, customer service organizations must curate a set of technologies that underpin their operations. To discover the most important ones, we surveyed technology decision-makers, suppliers, and other subject matter experts for their opinions about which ones really mattered.
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Capitalize On A CRM Strategy That Leverages Top Emerging Technologies
Close to 70% of organizations plan to increase their CRM investments over the next year. Learn more about the the impact emerging technologies are having on CRM performance and adoption across three benefit horizons.
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The Four Agreements That Enterprise Business Applications Must Adopt
Enterprise business applications run all phases of a company’s operations such as sales, customer service, accounting, finance, human resources, inventory, and manufacturing. They streamline and coordinate work across the enterprise, supporting corporate goals of revenue, profitability, and cost optimization. As a result, the market for these applications continues to aggressively grow. Today’s business applications are […]
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Top CRM Trends To Follow As The Fall Conference Season Heats Up
Learn five of the biggest trends in CRM to be watching before you head off to the big CRM conferences this fall.
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Salesforce Makes Moves Into The Back Office With A Strategic Workday Partnership
Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to duplicate data or build custom integration. The result? Optimized employee and customer experiences that up-level business outcomes for joint Salesforce-Workday customers. The strategic objective? Salesforce extends its power into back-office workflows […]
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Frenemies Forever — The Tension Between CRM And CCaaS Vendors
The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.
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Knowing When To Migrate To An Industry CRM
Industry CRMs are highly verticalized solutions. Despite their value, companies are slow to adopt them. Learn why you should consider them.
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AI Will Transform Customer Service Interactions As A Collaborative Partner
Enterprise customer service solutions support customers over a breadth of channels and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
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The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
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Push Forward To Become An Intelligent Enterprise That Delivers Real Business Value
Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.
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How GenAI Will Reshape CRM’s Value
GenAI in CRM will make your front office more productive, help deliver better customer experiences, and unlock new revenue opportunities. Learn more in this post.
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It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
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Salesforce To Raise Prices An Average Of 9% Next Month
Salesforce announced today that it will be increasing pricing an average of 9% starting in August. The pricing affects the Sales, Service, and Marketing Clouds as well as Industries (e.g., Financial Services Cloud) and Tableau. Much of its current (pre-increase) pricing can be found on its website (e.g., Sales Cloud pricing). The new pricing will […]
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Introducing The Financial Services CRM Landscape, Q2 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
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