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• Report Capitalize On SaaS CRM Solutions With Better Governance

  Organization: The CRM Playbook

  March 12, 2021 | Kate Leggett

  Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value from those solutions. The move to the cloud...

• Report Benchmark Against Best Practices To Optimize CRM Performance

  Benchmarks: The CRM Playbook

  February 23, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  February 22, 2021 | Kate Leggett

  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...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  February 19, 2021 | Art Schoeller, Kate Leggett, Ian Jacobs

  The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  February 12, 2021 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• Report Choose The Right Customer Service Solution For Your Business

  Tools And Technology: The Contact Centers For Customer Service Playbook

  July 9, 2020 | Ian Jacobs, Kate Leggett

  Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...