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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    February 25, 2021 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

  • Webinar Customer Service Predictions 2021

    Customer Service Becomes A Critical Lifeline For Distressed Customers
    November 20, 2020 | Ian Jacobs, Daniel Hong, Julie Ask

    Customer service has long been tagged with the dreaded “cost center” label. But the pandemic kicked off a sea change in that perception. The purpose of customer service is no longer...

  • Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

    The Seven Providers That Matter Most And How They Stack Up
    March 12, 2020 | Arielle Trzcinski, Kate Leggett

    In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...