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  • Social CRM

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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 B2C Marketing Professionals

    Report

    Report Q&A: Four Best Practices For Social Marketing Success

    Learn From The Hospitality Industry To Deliver Social Media Wins
    September 5, 2017 | Erna Alfred Liousas

    Each update to social media forces marketers to question priorities as they struggle with the conundrum "To adopt or not to adopt?" This report combines marketers' top social marketing questions...

  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • For B2C Marketing Professionals

    Report

    Report Case Study: Max Factor China Rejuvenates Customers' Loyalty With Social CRM

    January 18, 2017 | Xiaofeng Wang

    B2C marketers find it increasingly challenging to earn loyalty as empowered consumers become entitled customers with more options than ever before. This case study explores how Max Factor invested...

  • For Customer Experience Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Popular Messaging App Lets You Meet Your Customers On Their Turf
    August 10, 2016 | Andrew Hogan, Ian Jacobs

    One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

  • For B2C Marketing Professionals

    Report

    Report Build Customer Relationships With Social Customer Care

    Customer Conversations Are The Gateway To Social Relationships
    December 17, 2015 | Erna Alfred Liousas

    How can B2C marketers provide value for customers within social media and cultivate a relationship with them? This report explains how social customer care can help customers in their time of need...

  • For B2C Marketing Professionals

    Report

    Report Q&A: The Marketer's Guide To Launching Social Proactive Care

    Eight Critical Questions To Consider Before Starting
    December 17, 2015 | Erna Alfred Liousas

    Do you know how to get the most out of your customers' social conversations? This report answers common questions about how B2C marketers can get started with proactive social customer care. We...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Social Customer Service Solutions

    Choose Your Social Tools To Match Your Organization's Style Of Work
    November 4, 2015 | Ian Jacobs

    Customers have made it clear: They want to interact with companies via social media channels. Many customers, especially younger ones, also want to receive customer service via social channels. The...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Knowledge Management For Customer Engagement

    Eighteen Solutions For Delivering Differentiated Experiences
    September 30, 2015 | Kate Leggett

    Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

    July 23, 2015 | Ian Jacobs

    Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Take Social Customer Service Beyond Your Own Walled Garden

    February 19, 2015 | Ian Jacobs

    The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support...

  • For Application Development & Delivery Professionals

    Report

    Report Navigate The Future Of CRM In 2015

    January 22, 2015 | Kate Leggett

    As organizations strive to succeed in the age of the customer and cope with digital disruptions, those responsible for customer-facing processes struggle with how to define customer relationship...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    April 17, 2013 | Kate Leggett, Art Schoeller

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Obtain Actionable Customer Service Satisfaction Metrics

    Tactics That Can Help eBusiness Leaders Boost Sales And Loyalty
    July 20, 2012 | Diane Clarkson

    Forrester's Customer Experience Index has clearly demonstrated the strong relationship between customer experience and loyalty. At eBusiness organizations, customer service is a critical component...

  • For Infrastructure & Operations Professionals

    Report

    Report Case Study: Loyola Marymount University Embraces ITSM To Improve Service

    July 18, 2012 | Eveline Oehrlich

    For Loyola Marymount University's (LMU's) Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Customer Service Functionality Benchmark: US Airlines

    The Best And Worst Of Online Customer Service Among The Top Four US Airlines
    February 28, 2012 | Diane Clarkson

    Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Taking Social Support To The Next Level

    How A Deeper Relationship With Marketing Can Elevate Social Support
    February 17, 2012 | Diane Clarkson

    Many eBusinesses experimented with social support over the past two years. Today, forward-thinking eBusiness leaders recognize that social support represents a fundamental shift in how leading...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    January 23, 2012 | Diane Clarkson

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

    January 5, 2012 | Benjamin Ensor, Sabine Poltermann

    eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Benchmark Your eBusiness Strategy And Results

    Five Key Metrics For Tracking eBusiness Progress And Maturity
    November 21, 2011 | Carrie Johnson

    How does your eBusiness strategy stack up to your peers and competition? In this report we identify five key benchmarks for eBusiness and channel strategy professionals to help you gauge the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Five Essential eBusiness Criteria For A Successful Virtual Agent Vendor Selection

    November 17, 2011 | Diane Clarkson

    Virtual agent technology has continued to become more sophisticated, elevating this self-service tool from the antiquated limits of keyword search to an experience that offers conversational,...

  • For Application Development & Delivery Professionals

    Report

    Report To Invest Wisely, Know The Business Value Of Diverse Contact Center Solutions

    November 7, 2011 | Kate Leggett

    To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Spanish Banking Customers Use Different Channels, 2011

    October 31, 2011 | Benjamin Ensor, Sabine Poltermann

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How German Banking Customers Use Different Channels, 2011

    September 30, 2011 | Vanessa Niemeyer, Ph.D.

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Best Practices In Multichannel Financial Services Sales

    Take An Agile Approach To Support Customers Across Multiple Touchpoints
    September 29, 2011 | Vanessa Niemeyer, Ph.D.

    The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    September 28, 2011 | Steven Noble

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just...