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This is the Executive Overview report in The CRM Playbook.

For Application Development & Delivery Professionals

Transform Customer Processes And Systems To Improve Experiences

March 05, 2013

By William Band with Stephen Powers, Rowan Curran

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Why Read This Report

This report is the executive overview of Forrester's solution for application development and delivery (AD&D) professionals looking to implement customer relationship management (CRM) strategies and solutions. We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps for AD&D professionals to follow to transform customer-facing business processes to deliver differentiated customer experiences: 1) discover the value of CRM; 2) plan the right strategy; 3) act to execute the strategy with precision; and 4) optimize your results.
Tags: Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Marketing & Strategy, Packaged Applications, Technology
US $ 499
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TABLE OF CONTENTS

  • Transform CRM To Meet Changing Customer Dynamics
  • Discover The Value Of CRM
  • Plan The CRM Strategy
  • Act To Execute The CRM Strategy
  • Optimize CRM Results
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