For Business Process Professionals

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	February 21, 2006 Trends 2006: Customer Relationship Management by William Band with John Ragsdale, Liz Herbert, Christine Ferrusi Ross, Andrew Bartels, Ian Schuler

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Executive Summary

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.

TABLE OF CONTENTS

• CRM Grows Up
• CRM Drivers
• 2006 Trends To Watch
• Related Research Documents

This is an excerpt

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