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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's...

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  • For Application Development & Delivery Professionals

    Report

    Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    February 17, 2017 | Kate Leggett

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016

    Oracle And Salesforce Lead A Mature Field Of Vendors
    November 21, 2016 | Kate Leggett

    In our 36-criteria evaluation of CRM suites for enterprise organizations, we identified the nine most significant CRM suites from eight prominent vendors — Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: CRM Suites For Midsize Organizations, Q4 2016

    Salesforce And Oracle Lead A Mature Field Of Vendors
    November 21, 2016 | Kate Leggett

    In our 36-criteria evaluation of CRM suites for midsize organizations, we identified the most significant ones from 11 vendors — Aptean, bpm'online, Bullhorn, Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Deliver Superior Customer Experiences With Modern Field Service Technologies

    Field Service Finally Pivots Away From Being An Efficiency And Productivity Play
    October 3, 2016 | Kate Leggett

    Modern field service technologies allow service technicians to become your frontline brand ambassadors every time they interact with your customers. These interactions are by far the most personal...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Contact Center Interaction Management For Large Contact Centers, Q3 2016

    The Eight Providers That Matter Most And How They Stack Up
    September 29, 2016 | Art Schoeller

    Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: The Growing Demand For Vertical CRM Solutions

    Landscape: The CRM Playbook
    August 23, 2016 | Kate Leggett

    In the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. They...

  • For Application Development & Delivery Professionals

    Report

    Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    August 4, 2016 | 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...

  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    June 14, 2016 | Kate Leggett, Art Schoeller

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

  • For Application Development & Delivery Professionals

    Report

    Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    May 11, 2016 | Kate Leggett

    Customer relationship management (CRM) initiatives must not only be technically sound but must also answer this question: What will we get for our money? This report describes how application...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    March 2, 2016 | Kate Leggett

    We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Six Trends Are Shaping CRM Adoption In India

    When Prioritizing CRM Investments, Focus On Improving Agility And Aligning With Customer Journeys
    February 12, 2016 | Somak Roy

    The age of the customer has finally caught up with the Indian enterprise, and the need to address imperatives such as delivering digital experiences has grown in support of a business technology...

  • For Application Development & Delivery Professionals

    Report

    Report Navigate The Future Of CRM In 2016

    Vision: The CRM Playbook
    February 3, 2016 | Kate Leggett

    In the age of the customer, good customer experiences are the only source of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block...

  • For Application Development & Delivery Professionals

    Report

    Report Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook
    January 19, 2016 | Kate Leggett, John Bruno

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. We...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Digital Services Providers For Microsoft Dynamics CRM And AX

    How To Select A Microsoft Dynamics Implementation Partner For The Digital Enterprise
    December 29, 2015 | Liz Herbert

    Microsoft continues to gain traction in the business applications market for large enterprises — with Dynamics AX and Dynamics CRM. Large enterprises are deploying these products in enterprisewide...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™: The Extended CRM Technology Ecosystem, Q4 2015

    Applications Stimulate Innovation, But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine
    December 21, 2015 | Kate Leggett

    Customer loyalty through deeper engagement and differentiated experiences continues to be a critical priority. Customer relationship management (CRM) technology has evolved, particularly in light...

  • For Application Development & Delivery Professionals

    Report

    Report Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead
    September 25, 2015 | Kate Leggett

    CRM technologies are mature, and companies leverage them heavily to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. Today, business...

  • For Application Development & Delivery Professionals

    Report

    Report CRM Sales Automation Software For Every User

    The Ecosystem Of Software Products Intent On Enabling Your Sales Teams Has Grown
    July 29, 2015 | Kate Leggett

    Sales organizations have traditionally used CRM sales force automation (SFA) software to track leads and opportunities and manage contacts, accounts, pipeline, and forecasts to increase the sales...

  • For B2B Marketing Professionals

    Report

    Report CRM Plus Marketing Automation Equals Engagement

    Modern Marketing Widens The Lead-To-Revenue Process Gap
    June 30, 2015 | Lori Wizdo, Kate Leggett

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technology...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Salesforce Project Best Practices

    How To Work With Partners In Agile, Business-Centric Models
    June 30, 2015 | Liz Herbert

    Salesforce continues its dominance as a leading choice for cloud CRM and cloud platform for companies of all sizes. Salesforce projects are rising in scale, with many now exceeding $10 million per...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Salesforce Implementation Partners, Q2 2015

    The 13 Providers Best Suited For Larger, Transformational Salesforce Projects
    June 26, 2015 | Liz Herbert

    Salesforce — the behemoth of the software-as-a-service (SaaS) world — continues to expand into new solution areas, larger and more global deployments, and more strategic business...

  • For Application Development & Delivery Professionals

    Report

    Report CRM And Marketing Automation: Better Together

    Lead-To-Revenue Management Requires More Power Than Customer Relationship Management Offers
    May 15, 2015 | Kate Leggett, Lori Wizdo

    Application development and delivery (AD&D) professionals who support marketing have traditionally leveraged CRM solutions to identify prospective customers and manage active deals. But buyers use...

  • For Application Development & Delivery Professionals

    Report

    Report Market Overview: Salesforce Services Partners

    Market Shakeout Changes The Provider Landscape
    May 14, 2015 | Liz Herbert

    Salesforce continues to grow at impressive rates, now boasting more than 140,000 customers and a wide solutions footprint spanning customer resource management (CRM), IT service management (ITSM),...

  • For CIO Professionals

    Report

    Report Salesforce Is Bidding To Be Your Strategic Customer Platform; Should You Accept?

    Salesforce's Reach Toward $20 Billion Will Force CIOs To Decide How Much Salesforce Is Too Much
    April 10, 2015 | Andrew Bartels, Paul D. Hamerman

    As Salesforce seeks to achieve its goal of being the first cloud vendor with $10 billion in revenues and its aspiration to reach $20 billion, understanding its strategy for achieving those targets...

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