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ON-DEMAND WEBINAR
Navigate The Future Of CRM: Top Planning Considerations For The Next 12 Months
Original Broadcast Date: March 8th, 2013
William Band
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Description
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 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.
Join Forrester for a webinar on the top 12 CRM trends that business and IT professionals need to take into account for their plans in 2013, and beyond. The webinar addresses questions such as:
- What is digital disruption and what does it mean for CRM?
- How do brands design and manage customer experiences?
- Where is social CRM going?
- Has CRM software-as-a-service (SaaS) reached its peak?
- What is the state of mobile CRM?
- Is marketing tech the new driver of customer engagement?
- How are the worlds of CRM, business process management (BPM), and customer experience converging?
- What are the pitfalls to avoid?
Agenda:
- Adapt To Thrive In The Age Of The Customer
- Brands Focus On Experience To Cope With Digital Disruption
- BPM Is Adopted By The Front Office
- Technology Powers New Customer Engagement Possibilities
- Employees Hold The Keys To Great Customer Interactions
- The CRM Planning Checklist Pinpoints Your Key Opportunities
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