William Band

The Inside Scoop On How The CRM Vendors Stack Up

The most frequent question I get every day is, “What is the best CRM technology solution for my company?” To respond, I worked with a team of five other Forrester analysts (Boris Evelson, Rob Karel, Jim Kobielus, Craig Le Clair, and Roy Wildeman) to...

The Five Old School Fundamentals For CRM Success

I interviewed 58 business and IT executives to uncover best practices for wringing more value from CRM deployments. I found that successful companies focus on five proven strategies. Attention to discipline in execution is what sets CRM winners apart. 1. Redouble efforts to promote user...

Top Evaluation Criteria For Reducing CRM Vendor Selection Risk

Every year, I take 250 to 300 calls from Forrester clients. The vast majority of these calls are from executives embroiled in the process of trying to select the right CRM technology solution to support their business strategy.  From these conversations, I have distilled...

Podcast: The Top Six Ways to Get Value From Your CRM Deployment

I’ve just published a new podcast for Business Process & Applications professionals:  “The Top Six Ways to Get Value From Your CRM Deployment”. In my podcast, I highlight the top six ways that organizations can get extra value from their CRM deployments, and spotlight four pitfalls...

The Five Things You Must Do Immediately To Succeed With CRM

Although millions of people remain out of work, the economy has clearly thawed and organizations are returning to investing customer-facing business process with a vengeance. Client inquiries and advisory work on CRM topics is going through the roof here at Forrester. Our most recent...

Seven Steps To Social CRM Success

A hot topic of debate among customer management and business process thought leaders right now is ascertaining the business value of "social CRM." Social technologies are proliferating rapidly and three-quarters of US online adults now use social technologies in some form. Cutting through all...

The Top Eight Customer Management Trends For 2010

As 2009 draws to a close, what are the key trends that customer management professionals need to pay attention to as they finalize their plans for next year? Trend 1: Companies Return To Investing In Their Most Important Asset—Customers Even in a recession, the fundamental...

The Extended CRM Application Ecosystem: Value, Risk and the Future of Social CRM

To make savvy investment decisions, CRM professionals need to know which customer management technology solutions have the strongest track record for delivering results. In Forrester's recent research, we found that while "Social CRM" solutions have captured the imagination of decision-makers at many organizations, it...

How to Spot CRM Hazards Before They Sink Your Program

Despite the current economic downturn, the need for organizations to create differentiation through unique customer experiences, strive for deeper insight into customer needs and behaviors, and serve customers cost-effectively has not disappeared. The need for "CRM" is not going away. However, when I surveyed...

Is 2009 the Right Time to Upgrade Your CRM Technology Platform?

Major CRM applications vendors will be making an all-out effort in 2009 to persuade customers to move onto the latest release of their applications. Vendors have invested heavily during the past 18 months to improve their UIs, and have re-architected their solutions to make...

Six Ways to Unlock Value From CRM in a Down Economy

In light of the recent sudden and dramatic deterioration of the economic climate, what are the key trends driving customer management strategies and the adoption of CRM technologies now? Locking in customer loyalty through deeper engagement and differentiated experiences will continue as critical priorities,...

Enrich Your Customer Data Diet to Raise Your Customer IQ

CRM professionals constantly tell me that poor customer data integration and management is one of the biggest barriers to getting value from their CRM initiatives. In a recent Forrester survey of over 1,000 North American and European decision-makers, 44% said that data management was...

How to Build Customer Loyalty in a Recession

Most executives say that customer experience is very important to their business, but very few really understand how it affects their bottom lines. With the current recession on everyone's mind, you may be tempted to abandon your customer experience efforts because you are not...

38 CRM Metrics to Keep Your Organization on Track

What is the goal of your CRM initiative? Is it to increase revenue per sales rep, increase average order size, decrease customer acquisition costs, improve customer retention, or decrease service response times? Managers that I talk with strongly recommend defining CRM objectives and measures...

The Four Steps to Customer-Centricity

Every day I talk with executives that want their companies to become more "customer-centric." The idea that an organization should be responsive to the needs of its customers if it wants to survive is not a difficult one to accept. The real problem is...

Make IT a Brand Enhancer, Not a Brand Destroyer

In a recent Forrester survey of 287 customer experience decision-makers from large US firms, 91% said that customer experience would be either very important or critical to their 2008 efforts — a significant jump over results in a similar survey last year. They are...

The Four Questions You Must Answer to Get Funding for CRM Projects

CRM projects must not only be technically sound, but stand up to the question, "What will we get for our money?" CRM project leaders need to build their business case correctly or risk launching CRM initiatives with a low chance of delivering clear...

Executives Give Their Customer Service Capabilities a Failing Grade

I recently surveyed 58 business and technology decision-makers who are member of Forrester's CRM Research Panel to from understand their strengths and weaknesses compared to 18 customer services best practices capabilities. I found that adopting customer service best practices remains a major challenge for...

The High-Performance Brand Is Built Upon High-Performance Leadership

As the need grows for enterprises to differentiate based on unique and valuable customer experiences, the demands are increasing on customer-facing executives to ensure that their enterprises can really deliver on this promise. This requires executives and managers with extraordinary leadership abilities. A few...

Who’s in Charge of Your Strategy for Engaging the New Social Consumer?

We all know that customers are demanding more ways to personalize their experiences with a business. Now that we have entered a new era defined by social Web, customer experience strategies need to focus not only on utilitarian, functional, and operational characteristics, but also...

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