Essentials Report

Topic Overview: Customer Relationship Management 2008

March 25th, 2008
With contributors:
Sharyn Leaver , Chip Gliedman , Pete Marston , Suresh Vittal , Bruce Temkin

Summary

Forrester's customer relationship management (CRM) research helps CRM professionals embrace best practices — from process optimization to technology implementation — to improve the customer experience and drive top-line growth. Our research spans marketing, sales, customer service, customer analytics, data management, and how the rise of the social Web is affecting the way customers buy from and interact with organizations of all types. Key topic areas include anticipating and exploiting customer and technology disruptions, strategizing to pinpoint quick wins, justifying CRM investments to prove value, selecting the right CRM solutions, and optimizing customer processes through adoption of best practices.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.