Trends 2010: The Top CRM Planning Assumptions For The Next 12 Months

Air Date: Thursday, February 25, 2010

Cost: $250

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Presented By:

Who should attend: Business Process professionals

Description:

2009 was obviously a very difficult year as both private and public sector organizations struggled in response to the sudden and dramatic downturn in the economy. Although many customer management technology projects were deferred or cancelled, we see this trend reversing in 2010. Organizations are now releasing funds to improve customer-facing processes that were neglected during the past 18 months. As the economy recovers, what are the key trends that will drive customer management (CRM) strategies and technology adoption in 2010?

Join Forrester for a teleconference on the key trends that customer management business process professionals need to take into account in planning for 2010 and beyond:

• What are top customer management priorities for 2010?
• What is the current customer management technology landscape? How will it evolve in the future?
• Which customer management technologies have the most value?
• What is the outlook for social CRM?
• Has CRM SaaS reached its peak?
• What is the state of mobile CRM?
• What are the current trends in vendor pricing and licensing?

Agenda

• The customer management ecosystem: value, risk, and the future of social CRM
• Enterprises double down on customer management.
• Customer service, business intelligence, and mobility take center stage.
• Pragmatism is a virtue for the next 12 months.

Related Research:

TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

by William Band, July 9, 2009

To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

by William Band, September 30, 2009

Technical requirements:

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