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For Application Development & Delivery Professionals

CRM Goes Vertical In The Age Of The Customer

Landscape: The CRM Playbook

February 25, 2021

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This is the Landscape report in The CRM Playbook For 2021.

Why Read This Report

Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage industry-specific best practices, focus scarce technology organization resources on innovation and differentiation, and decrease time-to-value. This report showcases vertical CRM solutions across six industries and offers a decision framework for choosing the right type. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • CRM Is Critical To Differentiate Your Customer Experiences
  • Vertical CRM Will Be The Preferred CRM Choice In The Next Three Years
  • Recommendations

  • Qualify CRM Vendors With Four Questions
  • How Forrester Can Help

  • Use Forrester's Insights To Accelerate Growth Plans
  • Supplemental Material
  • Related Research Documents

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