customer relationship management (CRM)

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.

FeedbackNow by Forrester has launched new contactless feedback solutions so companies can measure and adjust their customer experiences in real-time throughout the pandemic.

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 […]

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 […]

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.

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.

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 […]

Learn how the various solutions in the CX world can and should work together.

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 […]

AI and automation are already reshaping call centers. Get your customer service organization prepared with these talent acquisition tips.

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 […]

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.

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 […]

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 […]

For the first time in its existence, Microsoft is pulling together all of its capabilities to encircle the enterprise and become more than the sum of its parts.

“Say, Tom, let me whitewash a little.” “No — no — I reckon it wouldn’t hardly do, Ben. You see, Aunt Polly’s awful particular about this fence . . . it’s got to be done very careful; I reckon there ain’t one boy in a thousand, maybe two thousand, that can do it the way it’s got […]

Automation and AI are changing the nature of work. Every company job — including every front-office job — will be impacted. Always-available commerce and intelligent guided-selling solutions erode field sales teams. Automated self-service obsoletes generalists and Tier 1 customer service agents. This means that inside sales teams are now handling more highly considered purchases. Customer service agents […]