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  • Customer Relationship Management (CRM)

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  • Report Now Tech: Customer Analytics Technologies, Q1 2020

    Forrester's Overview Of 33 Customer Analytics Providers
    March 25, 2020 | Brandon Purcell

    You can use customer analytics technologies to increase customer lifetime value (CLV), drive loyalty, and improve the customer experience (CX). But to realize these benefits, you'll first have to...

  • Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

    The Seven Providers That Matter Most And How They Stack Up
    March 12, 2020 | Arielle Trzcinski, Kate Leggett

    In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...

  • 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 Now Tech: AI-Based Text Analytics Platforms, Q1 2020

    Forrester's Overview Of 30 AI-Based Text Analytics Platforms Providers
    February 3, 2020 | Boris Evelson

    You can use AI-based text analytics platforms to improve customer acquisition, service, and retention; manage governance and risk; and gain efficiencies with robotic process automation (RPA). But...

  • 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 The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • Report The Forrester Wave™: Microsoft Dynamics 365 Services, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    May 21, 2019 | Leslie Joseph

    In our 23-criterion evaluation of Microsoft Dynamics 365 service providers, we identified the 12 most significant ones — Avanade, Cognizant, DXC Technology, HCL Technologies, Hitachi Solutions,...

  • Report Predictions 2019: Software

    Software Innovation Builds Upon Cloud, Collaboration, AI, And More

    Making predictions is hazardous, particularly about the future. Nevertheless, our intrepid software analyst team offers a handful of predictions about important changes in development tools and...

  • 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,...

  • Report New Tech: Natural Language Generation (NLG) Technologies, Q3 2018

    Forrester's Landscape Overview Of 12 Providers
    September 24, 2018 | Boris Evelson, Christian Austin

    A picture isn't always worth a thousand words. Even with the slickest dashboards, clients ask us, "Can't somebody just explain what the numbers mean to an executive?" Further, a human can't...