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  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    August 28, 2020 | Kate Leggett

    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 Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    July 9, 2020 | 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...

  • Report Now Tech: Healthcare CRM, Q1 2020

    Forrester's Overview Of 17 Healthcare CRM Providers
    February 21, 2020 | Arielle Trzcinski, Kate Leggett

    You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

  • Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    November 15, 2019 | 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...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | 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)...

  • Report CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    November 8, 2019 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

  • Report Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook
    July 5, 2019 | Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

  • Report The Forrester Wave™: Salesforce Implementation Partners In Asia Pacific, Q2 2019

    The 10 Providers That Matter Most And How They Stack Up
    June 24, 2019 | Frederic Giron, Michael Barnes

    In our 23-criterion evaluation of Salesforce implementation partners in Asia Pacific, we identified the 10 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, IBM, Infosys, NTT DATA,...

  • Report The Forrester Wave™: Salesforce Implementation Partners, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 3, 2019 | Liz Herbert

    In our 21-criterion evaluation of Salesforce implementation partners, we identified the 12 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, IBM, Infosys, Isobar, NTT DATA, PwC,...

  • Report Now Tech: Salesforce Implementation Services, Q2 2019

    Forrester's Overview Of 35 Salesforce Implementation Services Providers
    May 29, 2019 | Liz Herbert

    You can use Salesforce implementation services to navigate the complex and growing Salesforce product set, implement faster based on industry specialization, and re-invent the business. But to...

  • Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    April 15, 2019 | 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...

  • Report Quantifying The Business Value Of SaaS

    Business Case: The Digital Operations Platforms Playbook
    February 15, 2019 | Liz Herbert, Adam Schlegel

    Software-as-a-service (SaaS) continues to grow in popularity across every type of enterprise application. And SaaS purchases can be both expensive and mission-critical — putting more pressure on...

  • Report The Forrester Wave™: CRM Suites, Q4 2018

    The 11 Providers That Matter Most And How They Stack Up
    October 22, 2018 | Kate Leggett

    In our 33-criterion evaluation of CRM suite providers, we identified the 11 most significant ones — Aptean, bpm'online, CRMNEXT, Infor, Microsoft, NetSuite, Oracle, Pegasystems, Salesforce, SAP,...