February 21, 2006
Trends 2006: Customer Relationship Management
by William Band
with John Ragsdale, Liz Herbert, Christine Ferrusi Ross, Andrew Bartels, Ian Schuler
Executive Summary (This is a document excerpt)
Customer relationship management (CRM) is now a core element of enterprise competitive strategy. Investment in CRM continues, but with a focus on extracting more value and capability out of previous CRM spending commitments. Ten key trends will be sustained through 2006 as enterprises focus on process improvement to deliver better customer experiences, vendors re-architect their solutions, and professional service providers revamp their CRM deployment methodologies.
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During the past 12 months, Forrester completed three e-surveys comprising 231 CRM business and IT decision makers to understand their business challenges and CRM technology purchase decision criteria. In addition, we interviewed 37 leading companies about their CRM deployment strategies. Forrester also received briefings from 45 CRM technology vendors and 20 CRM consultants and systems integrators to learn about their plans for product and service enhancements. Related Research Documents
December 16, 2005, Best Practices
December 13, 2005, Best Practices
October 31, 2005, Trends
September 23, 2005, Trends
August 11, 2005, Best Practices |
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