customer relationship management (CRM)

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Forrester's Top CRM Trends For 2016 And Beyond

Kate Leggett February 3, 2016

In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. And while good customer experiences can help control costs, executives are more interested in the potential for sustainable top-line growth. Forrester defines CRM as: The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, […]

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Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers

Kate Leggett January 28, 2016

Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible –  so they can get back to what they were doing before the issue arose. Forrester data backs this up: In our December 2015 “Customer Lifecycle Survey,” we found that 53% of customers are likely […]

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Forrester's Top Trends For Customer Service In 2016

Kate Leggett January 6, 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be easy, effective, and strive to create an emotional bond between the customer and the company. […]

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Best Practices For Managing CX Via B2B Partner Networks

Ryan Hart January 5, 2016

While much of the glitz and glam around customer experience has orbited around B2C organizations, Forrester believes that the imperative shift toward customer experience and subsequently, customer centricity, is creeping into the B2B space – sooner than we might expect. Recognizably, there are inherent challenges in distributing through channel partners, not the least of which […]

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Enterprise And Midsize Customer Service Solutions - What's The Difference?

Kate Leggett December 18, 2015

When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more. In fact, when you don't need or can't use extra features, more is sometimes worse. With this in mind, we see that customer service solutions fall into two primary groups to […]

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The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015

Kate Leggett December 17, 2015

The customer service vendor space is a mature space. Yet there have been many changes in the last five years and clearly more to come. Two driving factors will accelerate these changes: Big fish eat little fish, and each bite broadens the reach of the big fish. The customer service market has consolidated in the last […]

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The Time Is Now To Invest In Knowledge Management

Kate Leggett October 2, 2015

All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online purchase if they cannot find a quick answer to their question. 77% say that valuing their time is the most important thing a company can do to provide them with good […]

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CRM is Fragmenting. It's A Controversial Topic

Kate Leggett September 30, 2015

CRM purchasing is undergoing a sea change. I see that companies are no longer purchase heavyweight, end-to-end CRM solutions that have had the reputation of being complex, expensive and hard to implement – even if they have great industry specific capabilities. They itend to mpede user productivity with a bloated set of capabilities that many […]

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The Fragmenting SFA Ecosystem

Kate Leggett August 18, 2015

Sales organizations, for the last couple of decades, have used sales automation (SFA) to manage account and contact data, sales pipelines, territories and more – all inside-out capabilities that help optimize their productivity, The problem is that today, customers control the conversation that they have with companies. Customers increasingly demand effortless sales interactions that increasingly […]

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Choose Your Chat Vendor From These 5 Categories

Kate Leggett August 3, 2015

Customers are increasingly leveraging chat. But its difficult to determine what chat vendor solution to use as the market is crowded and chat vendors offer a breadth and depth of capabilities. Forrester groups chat vendors into 5 broad categories based on how their customers use these technologies. They are: Standalone Chat Vendors.  These vendors  provide […]

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The Customer Success Vendor Ecosystem Shows Signs Of Consolidation. Zuora Acquires Frontleaf

Kate Leggett May 22, 2015

Our world is quickly moving to a subscription economy. In a subscription economy, the economic value of a customer is realized over time, instead of up-front at the initial sale. This means that the duration of the customer relationship has an increasingly large economic impact on the company’s financial health. Being successful in this new economy […]

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Gainsight's Pulse Conference Underlines The Importance Of Customer Success In A Subscription Economy

Kate Leggett May 15, 2015

I attended Gainsight’s Pusle conference on customer success, held in San Francisco, on May 12 and 13. This conference, which focused on the economic value of customer success, actionable customer success best practices and insight from customer success practitioners, drew over 2000 attendees across 20 countries. This was more than double the size of last […]

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Measure and improve contact center agent experience in order to improve customer experience

Ian Jacobs April 20, 2015

Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. Contact center agents who feel disengaged, unhappy with their job or their lot in life, or are simply having a bad day can make a customer's contact center experience seem like root canal surgery. Given that, […]

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Oracle Aims To Put “The Customer” At The Core Of The Oracle CX Cloud

Kate Leggett April 7, 2015

This is a guest post by Fraser Tibbetts, Researcher on the AD&D team covering sales force automation software.   Oracle’s first ever Modern CX Conference in Las Vegas last week, with roughly 3,000 attendees, focused on Oracle’s vision for the CX Cloud suite of products. Instead of the usual focus on technology, executives focused on […]

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Contact Center And Customer Service Metrics Must Support Broader Company KPIs

Ian Jacobs April 7, 2015

OK, it is certainly a cliché and clearly suffers from an incomplete view of the world, but many contact center executives would still nod their heads in agreement with the statement, “You can’t manage what you can’t measure.” Contact centers generate a huge volume of data, and everyone from agents on the floor to CEOs […]

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The Forrester Wave: CRM Suites For Large Organizations, Q1 2015

Kate Leggett March 26, 2015

The CRM market serving the large enterprise is mature. A great amount of consolidation has happened in the last five years. For example, Oracle, focused on providing consistent end-to-end customer experiences across touchpoints, has acquired a great number of point solutions to round out its customer experience portfolio. SAP, like Oracle, aims to provide consistent end-to-end customer […]

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Consumer Expectations For Customer Service Don't Match What Companies Deliver

Kate Leggett March 3, 2015

Customers want an accurate, relevant, and complete answer to their question upon first contact, so they can get back to what they were doing before the issue arose. Forrester data shows that 55% of US online adults are likely to abandon their online purchase if they cannot find a quick answer to their question; 77% […]

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Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs February 20, 2015

Industry analysts travel—a lot. It is, therefore, no surprise that I care deeply about airlines’ frequent flyer programs and track the changes to those programs as closely as baseball obsessives track star players’ slugging percentages. When I want information on what these changes mean practically in my situation (Will the new loyalty program make it […]

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Forrester's Top CRM Trends For 2015

Kate Leggett February 1, 2015

CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Historically, CRM strategies have focused around operational efficiency gains like reduced marketing costs, increased revenues from salespeople, shorter sales cycles, or better customer service productivity. Its no wonder […]

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Customer Service Channel Usage Highlights The Importance Of Good Self-Service

Kate Leggett January 22, 2015

Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have little appetite for long or difficult service interactions, including navigating […]

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