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This is the Vision report in The CRM Playbook.

For Application Development & Delivery Professionals

Navigate The Future Of CRM In 2013

February 11, 2013

By William Band with Stephen Powers, Rowan Curran

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Why Read This Report

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 12 trends that application development and delivery professionals (AD&D pros) need to take into account when formulating CRM plans in 2013. Use Forrester's CRM trends impact analysis framework to make your plans bulletproof.
Tags: Application Development, Application Strategy & Selection, Brand Tactics, CRM Applications, Customer Analytics, Customer Engagement, Customer Experience Management, Customer Relationship Management (CRM), eCommerce, Mobile Apps, Multichannel Customer Experience, Packaged Applications, Software-as-a-Service (SaaS), Technology, Web Design & Usability
US $ 499
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TABLE OF CONTENTS

  • Digital Disruption Threatens Your Success In The Age Of The Customer
  • Brands Are Focusing On Experience To Cope With Digital Disruption
  • The Front Office Is Adopting BPM
  • Technology Is Powering New Customer Engagement Possibilities
  • Employees Hold The Keys To Outstanding Customer Interactions
  • Use The Trend Impact Analysis Framework To Define A Road Map For 2013

  • RECOMMENDATIONS

    Use Forrester Insights And Tools To Accelerate Growth Plans

  • WHAT IT MEANS

    Narrow Your Focus To Critical Business Capabilities
  • Supplemental Material
  • Related Research Documents
 
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