Tech Tide Report

TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

January 29th, 2013
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Arelai Ephraim

Summary

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the complex customer relationship management (CRM) technology landscape remains challenging — particularly in light of the rapid rise of social computing, the increasing adoption of software-as-a service (SaaS) solutions, and the need to provide mobile capabilities for frontline personnel. Vendor consolidation and new solutions entering the market add to the confusion. This report defines the use cases, business value, and outlook for 21 categories that comprise the extended CRM technology ecosystem.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($2995).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.