WHY READ THIS PLAYBOOK
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 application development and delivery (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. This report is an update to the report originally published on January 13, 2014; Forrester reviews and updates it periodically for continued relevance and accuracy.