Search Results

• Report Gauge Your CRM Maturity

  Assessment: The CRM Playbook

  March 4, 2021 | Kate Leggett

  An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they target, acquire, retain, understand, and...

• Report Quantify The Business Value Of CRM

  Business Case: The CRM Playbook

  March 3, 2021 | Kate Leggett

  CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

• Report Define The Right Metrics For Tracking CRM Success

  Performance Management: The CRM Playbook

  March 1, 2021 | Kate Leggett

  Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

• 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...

• Report Mitigate CRM Risks With Sound Deployment Practices

  Processes: The CRM Playbook

  February 24, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

• 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...

• Blog Adopt Three Practices To Boost Resiliency For Customer Service

  February 15, 2021 | Kate Leggett

  The COVID-19 pandemic has catalyzed the need for change in customer service organizations — changes in the ways we work, hire new talent, invest in new technology, and in the way we practice risk...

• Report CRM Success Hinges On Effective Change Management

  Continuous Improvement: The CRM Playbook

  February 12, 2021 | Kate Leggett

  There's too much at stake for your CRM initiative to fail. Failure results in underutilized investment and unmet business objectives that can put your revenue and profitability at stake. CRM...

• 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...

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  Webinar The Three Megatrends For Customer Service In 2021

  February 10, 2021 | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

• Blog How Customer Service Can Emerge Stronger From The Pandemic In 2021

  January 27, 2021 | Kate Leggett

  Customer service organizations played an elevated role in nurturing customers during the pandemic and did a great job at helping retain them and their spend. The pandemic also exposed gaping holes...

• Report The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

  Vision: The Contact Centers For Customer Service Playbook

  January 25, 2021 | Kate Leggett

  The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating...

• Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

  Vision: The CRM Playbook

  January 22, 2021 | Kate Leggett

  In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

• 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...

• Blog Customer Service Technologies Are Variably Effective: Know Your Options

  January 19, 2021 | Kate Leggett

  During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers. This...

• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• Report Implement Effective Customer Service Metrics

  Benchmarks: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Ian Jacobs, Kate Leggett

  Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

• Blog Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extending Into Customer Service

  December 3, 2020 | Kate Leggett

  Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in...

• Blog Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

  December 1, 2020 | Kate Leggett

  In its largest acquisition to date at approximately $27.7 billion, Salesforce has announced that it intends to acquire Slack in a move to add collaboration to its portfolio. Slack is a...

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  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...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第四篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的最后一节第四部分，将为读者介绍2020年客户服务的第三个趋势：随着人工智能的应用，客服人...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第三篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第三部分，将为读者介绍2020年客户服务的第二个趋势：升级客服桌面以应对复杂问题。您也可...

• Blog 2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第二篇

  November 19, 2020 | Kate Leggett

  随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第二部分，将为读者介绍2020年客户服务的第一个趋势：客服中心将不再是扩展客户服务规模的...