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  • 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...

  • 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, Liz Herbert

    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...

  • Report Wanted: Disruptive CIOs To Drive Digital Business

    Case Study: New England Biolabs
    June 2, 2014 | Andrew Smith, Nigel Fenwick

    Digital trends are changing business. The markets you operate in and the way you conduct business are already transformed by digital innovations. As a result, the CIO must implement and run new...

  • Report Navigate The Future Of CRM In 2013

    February 11, 2013 | William Band

    The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

  • Report Opportunities In The SMB Cloud Services Market

    August 16, 2012 | Tim Harmon

    SMBs' strong adoption of cloud computing is well known. What is less well understood is how SMBs are adopting cloud for various technology categories relative to one another.

  • Report Customer Relationship Management Application Adoption Trends

    June 22, 2011 | William Band

    CRM application adoption data cuts taken from Forrsights Software Survey, Q4 2010.

  • Report CRM And eCommerce Converge In A World Of Multiple Touchpoints

    Welcome To The Era Of Agile Commerce
    May 27, 2011 | William Band

    Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices...

  • Report Demand Insights: The SMB Software Market 2010

    Small And Medium-Size Businesses Are Defying Gravity
    August 9, 2010 | Tim Harmon

    Small and medium-size businesses (SMBs), like their enterprise brethren, are shifting their technology focus from IT to business technology (BT). As their focus on business solutions — as opposed...

  • Report Align Your Enterprise Apps Investment Plans With Industry Trends

    Business Data Survey Results Show That Activity Persists, Despite Recession
    April 21, 2010 | Paul D. Hamerman

    Business process and applications professionals can use our survey-based enterprise applications investment planning data and adoption patterns to help rationalize their 2010/2011 investment...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

  • Report Case Study: Equifax Builds A Business Case Before Investing In CRM SaaS

    May 7, 2008 | William Band, Pete Marston

    Equifax, a leading provider of solutions for consumer and business credit intelligence, portfolio management, fraud detection, decisioning technology, and marketing tools, needed to deploy a CRM...

  • Report Best Practices: The Smart Way To Implement CRM SaaS Solutions

    May 7, 2008 | William Band, Pete Marston

    CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software...

  • Report Case Study: High 5 Sportswear Scores Big With A Smart SaaS CRM Implementation

    May 7, 2008 | Pete Marston, William Band

    What happens when your customer service reps have to blindly make decisions without having the right customer and sales data to guide them? High 5 Sportswear, an athletic apparel distributor based...

  • Report Case Study: Shaklee Negotiates The Right Contract With SaaS Vendors

    May 7, 2008 | William Band, Pete Marston

    Shaklee, a leading provider of premium quality, natural nutrition and personal care products, environmentally friendly household products, and state-of-the-art air and water treatment systems, was...

  • Report Technology Infrastructure For CRM Best Practices Adoption

    January 10, 2008 | William Band

    We surveyed 74 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 15 customer relationship management (CRM) technology infrastructure...

  • Report CRM Best Practices Adoption

    January 10, 2008 | William Band

    Organizations continue to spend heavily on customer relationship management (CRM) — $11 billion annually by 2010 — to grow the top line, improve the customer experience, and boost the productivity...

  • Report SMB Software Purchasing Trends, Q4 2007

    January 3, 2008 | Michael Speyer

    This data chart surfaces data about SMB software spending patterns.

  • Report Enterprise Versus SMB Software Upgrades

    January 3, 2008 | R "Ray" Wang

    This data chart surfaces data on software upgrade cycles, and compares the data across SMB and enterprise market segments.

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