Why Read This
The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as organizations strive to succeed in the age of the customer and cope with digital disruptions, business and IT professionals responsible for customer-facing processes struggle with how to define customer relationship management (CRM) strategies, re-engineer customer-facing business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the necessary organizational changes. This report summarizes the top 10 trends that application development and delivery (AD&D) professionals need to take into account when formulating CRM plans in 2014.
Tags: Capability Road Map, Customer Experience Management, Customer Journey, Customer Relationship Management (CRM), Data Warehousing, eCommerce, Enterprise Architecture Practices, Information Management, IT Management, IT Spending Forecasts, Mobile Channel for Consumers, Multichannel Customer Experience, Social Computing, Tech Sector Economics, Web 2.0