Why Read This
This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social computing and mobility are challenging how organizations manage their customer interactions. Use Forrester's best practices framework for CRM to understand how your organization compares to more than 150 best practices and identify where you can achieve quick wins. Apply the framework and the self-assessment tool to improve your current CRM initiative or to start new projects. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This time, we found that only light changes were necessary and updated it accordingly as of December 2015.
Tags: Competency & Skills Management, Customer Analytics, Customer Data, Customer Intelligence, Customer Relationship Management (CRM), Customer Service Solutions, eCommerce, Marketing Automation, Marketing Resource Management (MRM), Packaged Solutions, Sales, Talent Management