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The CRM Playbook For 2017

Transform Customer Processes And Systems To Improve Experiences

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...

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  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    September 29, 2017 | Kate Leggett, Art Schoeller, Ian Jacobs

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

  • 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
    September 19, 2017 | 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 Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook
    September 15, 2017 | John Bruno, Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide...

  • For Application Development & Delivery Professionals

    Report

    Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    August 30, 2017 | John Bruno, 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)...

  • 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
    August 28, 2017 | Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Services Providers For US Government Salesforce Integration

    More US Government Clients Are Signing With Salesforce As A Path To Modernization, But Selecting The Right Services Partner Is Key
    August 21, 2017 | Liz Herbert, Rick Parrish

    The US government has received a clear message: Modernize now. Government agencies have allocated new funds for major technology refreshes, and Salesforce is garnering significant interest. But...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Salesforce Implementation Partners, Q3 2017

    Dozens Of Salesforce Partners Know The Tech — But Few Have Proven Ability To Drive Digital Business In Salesforce Deployment
    July 24, 2017 | Liz Herbert

    Salesforce buyers have evolved from a seeking a cloud customer relationship management (CRM) tool to seeking a strategic platform for digital business. In our 35-criteria evaluation of Salesforce...

  • For CIO Professionals

    Report

    Report Evaluate Infor's Role In Your BT Strategy

    Infor's Revamped Portfolio Of Sector-Specific Software Could Be The Right Alternative To Megavendors For Certain Operational Needs
    June 9, 2017 | Somak Roy

    The oligopolistic nature of the market for business applications limits CIOs' choices. An alternative has emerged in the form of the resurgent Infor, whose industry-specific proposition contrasts...

  • For Application Development & Delivery Professionals

    Report

    Report Four Trends Are Shaping CRM Adoption In Indian Financial Services

    Prioritize Customer Experience When Selecting A CRM Solution
    May 23, 2017 | Somak Roy

    Indian financial services firms are overhauling their existing CRM systems, which were typically built for an earlier era. In the age of the customer, banks and insurance firms need a CRM portfolio...

  • For Application Development & Delivery Professionals

    Report

    Report Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead
    May 3, 2017 | John Bruno, Kate Leggett

    Companies rely heavily on mature CRM suites to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. But with companies placing greater...

  • For Application Development & Delivery Professionals

    Report

    Report Five Ways To Cut The Risk Of Going All In With A Salesforce Customer Platform

    Salesforce Is Now A Major Platform For Digital Business — Don't Let Complexity Cut Its Value

    Salesforce is the most prominent choice for enterprises seeking a single platform for all things customer. The growing number of enterprises signing up to go all in with Salesforce as their...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    March 2, 2017 | 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...

  • For Application Development & Delivery Professionals

    Report

    Report How To Get The Most Out Of Your CRM

    Best Practices: Thirty-One Customers Share Lessons Learned On Getting Value From CRM
    February 23, 2017 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM can't afford failed technology projects. These deployments are costly, affect many employees, and hinge on much more than...

  • 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 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 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...

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