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  • 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: Cisco Consumer Business Group Builds The Business Case For Social Media

    Best Practices In Customer Service Social Media
    September 28, 2009 | Natalie L. Petouhoff, Ph.D.

    Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers,...

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