customer relationship management (CRM)
Discover how to optimize customer relationship management (CRM) programs, from software selection to CSM training.
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Retailers: Here’s How Consumers Are Shopping This Holiday Season
The retail holiday season is in the home stretch. We expect US online holiday sales this year will top $173 billion — or fully 24% more than last year.
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Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams
Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.
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The Future Of B2B Buying And How Sales Organizations Should Adapt
B2B buying habits are evolving. Sales leaders who understand these changes and adapt quickly to delight the buyer will come out ahead.
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What Do Your Customers Want For The Holidays? Confidence
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Predictions 2021: Divided Consumers Will Wrestle With Escalating Individual, Community, And Global Tensions
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
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Real-Time, Contactless Feedback During The Pandemic
FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.
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Winning The New B2B Buyer
The B2B buyer-vendor power dynamic has shifted. Learn what's driving deep change in buyer behavior and how to deliver experiences that build engagement and trust.
Blog
Evolve Your CRM From Departmental CRM To Unified CRM
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]
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How To Make Customer Service More Digital
Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication channels in silos, which means that: (1) Agents have no knowledge of the customer’s prior digital interactions and (2) they cannot easily understand a customer’s prior actions […]
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Plan For The Work-At-Home Contact Center You Want, Not The One You Were Forced To Build During This Pandemic
To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester has created a four pillar framework for a building a successful work from home contact center.
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How To (Not) Conduct CX Surveys During The COVID-19 Crisis
Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.
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Healthcare CRMs Are The Key To Unlocking The Digital Front Door: Takeaways From The Forrester Wave™
Healthcare organizations (HCOs) should look to healthcare customer relationship management systems (CRMs) to enable their “digital front door” strategy and meet the growing demands of their customers for a great experience — both digitally and beyond. The recently published report, “The Forrester Wave™: Healthcare CRM Providers, Q1 2020,” identified the seven most significant players in […]
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Beware Of The Confusion: VoC Solutions Deliver More Horsepower Than What CRM Can Do
Learn how the various solutions in the CX world can and should work together.
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Five Forces Shape The Modern CRM Landscape
What is CRM? It’s not SFA (sales force automation) and it’s not marketing automation — although many use CRM to reference these two technologies. Forrester defines CRM as: “The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers.” . . . that is, to support […]
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The Future Of Contact Center Work: How To Source New Agent Talent
AI and automation are already reshaping call centers. Get your customer service organization prepared with these talent acquisition tips.
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Customer Communities Are Buzzing, But Should Your Brand Invest In One?
This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to experiment and less and less likely to trust traditional advertising. The concept of community management isn’t anything new — we’ve been writing about it […]
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How Much Is CX Actually Worth In Profit For Telecoms?
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
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Much To Gain For SAP With Bob Stutz Joining Its CRM Team
Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel in 1998, in the early days of IT-driven, on-premises CRM. Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]
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Salesforce Buys Tableau To Actualize Data-Driven Engagement
Salesforce announced today its intent to acquire Tableau Software. This move adds a robust data visualization and insights solution to its customer engagement portfolio. Unlike other acquisitions, Tableau will operate under its own brand post-acquisition. Tableau Software offers an enterprise business insights (BI) solution to access, combine, and cleanse data from disparate sources. It allows […]
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