Essentials Report

The Technology Architect’s Essential CRM Research

Forrester’s Guide To Navigating CRM Research

April 12th, 2024
With contributors:
Linda Ivy-Rosser , Hannah Murphy , Frank Harris


Customer relationship management (CRM) is a foundational front-office technology that empowers companies to deliver experiences in line with customer expectations. To help business and technology leaders succeed with CRM, they must modernize CRM technologies, deliver CRM solutions that provide value to users, govern and optimize deployments, and manage vendor relationships. This report serves as an overview of the most important reports in our CRM research portfolio.

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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.