customer relationship management (CRM)

Discover how to optimize customer relationship management (CRM) programs, from software selection to CSM training.

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Industry CRM: A Cocreation Opportunity For Vendors And Their Partners

Kate Leggett May 17, 2022
More and more enterprises are opting for industry CRM solutions over its horizontal counterpart. These new solutions offer a vehicle for closer, more intentional relationships with the vendor's partners. This blog explores the top four benefits, as heard from the CRM vendors we spoke with.
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A Path To Growth: Key Insights And 2022 Trends For B2B CMOs

Christina Schmitt May 11, 2022
Forrester’s Marketing Survey, 2022, revealed insights that can help B2B marketing leaders strengthen their marketing strategy. CMOs are currently confronted with a challenging environment, rapidly evolving requirements, and the need for change, which impacts organizations’ growth strategy and operating business. Most companies are already in the midst of or have planned an entire transformation process […]

Predictions 2022 For CX Leaders

Make CX a business hero in 2022. Discover five factors that pave the way to success this year.

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Three Things Tech Executives Should Know Right Now About CRM

Kate Leggett March 24, 2022
CRM is a foundational front-office technology. Enterprises originally used CRM to provide operational efficiencies for sales, marketing, and customer service organizations. Today, CRM is undergoing a second wave of adoption, where it’s used more broadly to support customers through their end-to-end journeys. The city of Los Angeles used CRM to get emergency aid — $36 […]
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Use Forrester’s Framework To Understand The CRM Landscape

Kate Leggett February 17, 2022
We all know that CRM today is not a singular technology. It’s a collection of discrete, composable technologies that cover a huge swath of capabilities for the front office — capabilities that depend on how complex your deployment is and the needs of your specific industry — yet irrespective of the characteristics of your organization, […]
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The Future Of CRM: A Forrester Perspective

Kate Leggett January 25, 2022
Learn three key drivers that are expanding CRM’s remit and transforming the technology.
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Make Data Strategy Your New Year’s Resolution

Stephanie Liu January 11, 2022
Start 2022 with renewed marketing opportunity by assessing your data strategy and finding opportunities to round out your understanding of customers and prospects. Last year, we saw third-party cookie deprecation heat up, Apple enact its App Tracking Transparency framework, and growing consumer privacy awareness — for example, 84% of US online adults use at least […]
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Industry Clouds Accelerate Their Momentum Into 2022

Kate Leggett September 30, 2021
Struggling to use cloud to differentiate your brand? Learn about the rapidly-growing industry cloud market in this blog post.

US Public Sector Predictions 2022

Discover how the President's Management Agenda will shape agencies' priorities in 2022.

Blog

There’s A New Forrester Wave™ For Sales Force Automation — And The Leaders Embody Current Sales Trends

Kate Leggett April 21, 2021
COVID has upended business as we knew it, and sales organizations have felt this impact. Almost half of B2B US companies have slashed their sales teams. Sellers work from home, over digital channels, and sales managers have become much more data-driven and focused on post-sale engagement to preserve and grow revenue. There’s a much-needed increased […]
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Three Key CRM Trends In 2021 That Will Allow You To Better Engage Your Customers

Kate Leggett April 1, 2021
For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate. Why? Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, […]
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Retailers: Here’s How Consumers Are Shopping This Holiday Season

Sucharita Kodali December 17, 2020
The retail holiday season is in the home stretch. We expect US online holiday sales this year will top $173 billion — or fully 24% more than last year.
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Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

Kate Leggett December 1, 2020
Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.
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What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.

Predictions 2022 Live

Set off on a confident path to business success in 2022. Discover the top trends for CIOs, CMOs, CX Leaders, and CEOs in 2022.

Blog

Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Ian Jacobs October 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Predictions 2021: Divided Consumers Will Wrestle With Escalating Individual, Community, And Global Tensions

Anjali Lai October 16, 2020
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
Blog

Real-Time, Contactless Feedback During The Pandemic

Steven Peltzman September 30, 2020
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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B2C Firms Must Prepare As Consumer Buying Enters A New Era

Sucharita Kodali September 11, 2020

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Evolve Your CRM From Departmental CRM To Unified CRM

Kate Leggett September 9, 2020
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]

Predictions 2022 Live

Chart a bold path to success in 2022. Hear our predictions for the year ahead.

Blog

How To Make Customer Service More Digital

Kate Leggett July 20, 2020
Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication channels in silos, which means that: (1) Agents have no knowledge of the customer’s prior digital interactions and (2) they cannot easily understand a customer’s prior actions […]
Blog

Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic

Ian Jacobs April 21, 2020
To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar framework for a building a successful work from home contact center.
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How To (Not) Conduct CX Surveys During The COVID-19 Crisis

Maxie Schmidt-Subramanian March 25, 2020
Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.
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