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  • Customer Relationship Management (CRM)

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  • Report New Tech: AI-Fueled Speech Analytics Solutions, Q2 2018

    Forrester's Landscape Overview Of 21 Providers

    The introduction of artificial intelligence (AI) technologies into speech analytics has turned this once-quiet backwater of the customer service world into a growing market for customer insight...

  • Report The Forrester Wave™: Customer Analytics Solutions, Q2 2018

    Tools And Technology: The Customer Analytics Playbook
    June 11, 2018 | Brandon Purcell

    In our 39-criteria evaluation of customer analytics solutions providers, we identified the nine most significant ones — Adobe, AgilOne, IBM, Manthan, NGDATA, Salesforce, SAP, SAS, and Teradata —...

  • Report Make Privacy A Competitive Differentiator

    Executive Overview: The Customer Trust And Privacy Playbook
    June 4, 2018 | Fatemeh Khatibloo

    Consumers are increasingly aware of the value of their personal data. As a result, companies can no longer afford to dismiss customer concerns about the use of that data — failure to respect...

  • Report How To Build A Customer Success Program

    The Five Things You Need To Effectively Deliver Customer Success
    May 16, 2018 | TJ Keitt

    Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report...

  • Report Mitigate CRM Risks With Sound Deployment Practices

    Processes: The CRM Playbook
    May 15, 2018 | 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 How Dirty Is Your Data?

    Strategic Plan: The Customer Trust And Privacy Playbook
    May 14, 2018 | Fatemeh Khatibloo

    As consumers' privacy concerns grow, marketers must rethink their data practices. Today's data governance practices — the rules that guide what consumer data a company collects; how it stores,...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    May 9, 2018 | Kate Leggett, John Bruno

    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 Customer Service Reboot: The Rise Of The Gig Economy

    Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
    May 8, 2018 | Ian Jacobs

    Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...

  • Report Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook
    May 4, 2018 | Kate Leggett

    When application development and delivery (AD&D) professionals create a CRM road map, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiative...

  • Report Refine The Source Of Truth In Your Contact Center To Improve Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    May 1, 2018 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many of them capture extensive...

  • Report Mega Vendors Use AI To Change The CRM Game

    How Microsoft, Oracle, Salesforce, And SAP Leverage AI For Customer Engagement
    April 26, 2018 | John Bruno

    Artificial intelligence (AI) is now reaching a level of maturity where application development and delivery (AD&D) professionals can leverage its advancements to change the way their businesses...

  • Report Master The Fundamentals Of Marketing Measurement

    Prioritize The Right Measures To Market Effectively In Asia
    April 25, 2018 | Xiaofeng Wang

    Marketers in Asia have an urgent need to meet the increasing demands of empowered consumers and address the rising pressure to drive growth. Relying on old measurement tactics will not suffice;...

  • Report The Forrester Wave™: Customer Database And Engagement Agencies, Q2 2018

    The Eight Agencies That Matter Most And How They Stack Up
    April 24, 2018 | Fatemeh Khatibloo, Stephanie Liu

    In our 32-criteria evaluation of customer database and engagement agencies, we identified the eight most significant ones — Ansira, Epsilon, Harte Hanks, LiquidHub, Merkle, RRD Marketing Solutions...

  • Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    April 18, 2018 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...

  • Report The Forrester New Wave™: Conversational Computing Platforms, Q2 2018

    The Seven Providers That Matter Most And How They Stack Up
    April 12, 2018 | Rob Koplowitz, Michael Facemire

    In Forrester's evaluation of the emerging market for conversational computing platforms, we identified the seven most significant providers — Amazon, Google, IBM, Microsoft, Nuance Communications,...

  • Report Q&A: Six Questions To Ask Before Diving Into Text Analytics

    Make The Most Of Your Textual Enterprise Data
    April 4, 2018 | Boris Evelson, Elizabeth Cullen

    Your company's understanding of its customers will be incomplete unless you can harness all types of enterprise data — structured and unstructured. While customer insights (CI) pros are comfortable...

  • Report Harness Loyalty Insights To Build Business Advantage

    Processes: The Customer Loyalty Playbook
    April 2, 2018 | Emily Collins

    Many B2C marketers deploy loyalty programs to incentivize behavior and collect valuable customer data. But most squander the full opportunity of their investment when they fail to convert data into...

  • Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    March 28, 2018 | Michelle Beeson

    Because their customers' expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

  • Report Telecom Operators Must Embrace The Data Economy

    Network Traffic Data Fuels Rich Insights Services
    March 28, 2018 | Jennifer Belissent, Ph.D.

    For many telecom operators, data strategy means selling subscribers more download capacity — upgrades from basic data plans to unlimited access to beIN Sports, Netflix, and YouTube. But this...

  • Report CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook
    March 23, 2018 | John Bruno, Kate Leggett

    There's too much at stake for your CRM initiative to fail. CRM success depends on adoption, and failure results in underutilized investment and unmet business objectives that can put your revenue...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    March 19, 2018 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service application pros must invest in modernizing their technology....

  • Report The GDPR And The B2B Marketer

    Seize The Opportunity To Master Your Customer Data And Upgrade Your Engagement Practices
    March 13, 2018 | Lori Wizdo, Matthew Camuso

    The deadline for compliance with the EU's General Data Protection Regulation (GDPR) is May 25, 2018. Some B2B marketers believe the GDPR doesn't apply to them; others believe the data they collect...

  • Report How To Design And Build A Great Consumer Data Privacy Organization

    Organization: The Customer Trust And Privacy Playbook

    How companies handle and protect consumer data privacy is much more than a compliance issue. As privacy becomes a competitive differentiator, firms will have to develop a cohesive privacy strategy...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    March 6, 2018 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report The Definitive Technology Guide To Recurring Revenue Models

    Understand The Cluttered Landscape Of Technologies Claiming To Help You Manage Your Recurring Revenue Business
    March 6, 2018 | Lily Varon, John Bruno

    More firms are incorporating digital services or anything-as-a-service (XaaS) into their product portfolios. In response, business application vendors across a diverse range of categories are...

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