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• Report Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

  Forrester's Overview Of 22 Knowledge Management Providers

  July 23, 2020 | Kate Leggett

  You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer...

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  Webinar The Future Of SAP II: Digging Deeper On SAP S/4HANA And SAP C/4HANA Decisions

  April 24, 2020 | Liz Herbert, George Lawrie, Kate Leggett

  This is the second of a two-part series on the future of SAP and what it means for customers. In this part, we dig deeper on SAP S/4HANA, the S/4HANA business case, S/4HANA decisions, and...

• 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...

• Report Now Tech: Healthcare CRM, Q1 2020

  Forrester's Overview Of 17 Healthcare CRM Providers

  February 21, 2020 | Arielle Trzcinski, Kate Leggett

  You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

• Report CRM Goes Vertical In The Age Of The Customer

  Landscape: The CRM Playbook

  November 8, 2019 | 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 Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  July 5, 2019 | 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 Wave™: Customer Service Solutions, Q2 2019

  The 12 Providers That Matter Most And How They Stack Up

  June 18, 2019 | Kate Leggett

  In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...