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  • Customer Relationship Management (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 Infrastructure & Operations Professionals

    Report

    Report Be Aware Of These Sourcing Trends For Managed Services And Cloud

    April 19, 2017 | Bill Martorelli

    As the nature of sourcing demand and delivery continues to evolve, infrastructure and operations (I&O) professionals will witness the impact of service delivery automation, which has been...

  • For Application Development & Delivery Professionals

    Report

    Report Drive Revenue, Please Customers By Connecting Customer Journeys

    Use Contextual Data To Repair Broken Journeys Between Self-Service And Contact Center Agents
    April 19, 2017 | Art Schoeller

    In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop...

  • For Customer Insights Professionals

    Report

    Report Mobile World Congress Misses An Opportunity To Promote The Data Economy

    But Smart Cities Award Winners Show What's Possible
    April 11, 2017 | Jennifer Belissent, Ph.D.

    This year's Mobile World Congress (MWC) once again broke attendance records — expanding well beyond its telecom origins and evolving into a consumer- and business-oriented digital transformation...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Chatbot Commerce Benchmark

    Use Forrester's POST Methodology To Make Smart Conversational Interface Technology Choices
    April 10, 2017 | Julie A. Ask, Andrew Hogan

    Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™: Customer Service Intelligence, Q2 2017

    The State Of Intelligence In Customer Service, Now And In 2025
    April 7, 2017 | Kate Leggett, Rowan Curran

    Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease,...

  • 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
    April 3, 2017 | John R. Rymer, Liz Herbert

    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 eBusiness & Channel Strategy Professionals

    Report

    Report Death Of A (B2B) Salesman: Two Years Later

    Vision: The B2B eCommerce Playbook
    March 29, 2017 | Andy Hoar

    Two years after forecasting that 1 million B2B salespeople would be displaced by 2020, Forrester sees B2B buyers both accelerating their shift to self-serve and demanding higher-quality...

  • For Enterprise Architecture Professionals

    Report

    Report Enhance Your Data Governance To Meet New Privacy Mandates

    The EU's GDPR Will Require Firms To Be More Transparent With Their Customers' Data
    March 28, 2017 | Henry Peyret

    Data governance traditionally addresses privacy simply by classifying data for masking or anonymization. But the EU's General Data Protection Regulation (GDPR) will change that. It introduces new...

  • For B2B Marketing Professionals

    Report

    Report Applying Sales Enablement Best Practices

    Reference Customers For The Sales Enablement Automation Systems Forrester Wave™ Reveal Lessons That They've Learned
    March 8, 2017 | Steven Wright, Jacob Milender

    In the first Forrester Wave on sales enablement automation (SEA) systems, we used 33 criteria to evaluate nine vendors. This report compiles the best practices, use cases, and struggles that SEA...

  • 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 CIO Professionals

    Report

    Report The Top Emerging Technologies For Digital Predators

    Tools And Technology: The CIO Digital Business Transformation Playbook
    March 1, 2017 | Nigel Fenwick, Ted Schadler

    CIOs must constantly evaluate an array of emerging technologies and determine where to incubate and where to increase investment. While the choices are as individual as the companies, the...

  • For Application Development & Delivery Professionals

    Report

    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

  • 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 Executive Q&A: Boost Your Chatbot IQ

    February 21, 2017 | Ian Jacobs, Andrew Hogan

    The combination of media and vendor hype about "world-changing technology" has propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" now pushes digital...

  • 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 Preparing For A Salesforce Negotiation

    Plan Ahead To Manage With This Fast-Growing, Strategic SaaS Partner
    February 15, 2017 | Liz Herbert, Mark Bartrick

    Salesforce is now a giant in the enterprise software space — with nearly 200,000 customers. The software-as-a-service (SaaS) behemoth now offers a comprehensive suite of solutions for the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retailers Are Off The Starting Blocks Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    February 15, 2017 | Michelle Beeson

    Customer expectations are high, so eBusiness professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This landscape report of the omnichannel...

  • For Application Development & Delivery Professionals

    Report

    Report Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook
    February 8, 2017 | Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customers' expectations and companies' cost constraints. With siloed governance processes being...

  • 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 Application Development & Delivery Professionals

    Report

    Report Navigate The Future Of CRM In 2017

    Vision: The CRM Playbook
    January 30, 2017 | Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block...

  • For Application Development & Delivery Professionals

    Report

    Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic

    Vision: The Contact Centers For Customer Service Playbook
    January 27, 2017 | Kate Leggett

    In the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology...

  • 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 Elevate Your Customer Experience With End-To-End Customer Service

    Superior Customer Service Evokes Positive Emotions To Create Business Value
    January 17, 2017 | Riccardo Pasto

    Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business....

  • For Customer Insights Professionals

    Report

    Report Q&A: Six Questions To Ask Before Diving Into Text Analytics

    Make The Most Of Your Textual Customer Data
    January 12, 2017 | Boris Evelson, Elizabeth Cullen

    Customer understanding is incomplete unless customer insights (CI) professionals can harness all types of customer data — structured and unstructured. While CI pros are comfortable with structured...

  • For Application Development & Delivery Professionals

    Report

    Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    January 5, 2017 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience, but the agent...

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