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For Application Development & Delivery Professionals

Five Key CRM Trends For 2018 That Shape How Companies Drive Relationship And Revenue

Vision: The CRM Playbook

January 16, 2018

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This is the Vision report in The CRM Playbook For 2018.

Why Read This Report

In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but companies have only started to tap into the true power of these solutions. This report summarizes the top trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2018. 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 At The Heart Of The Age Of The Customer
  • Modern CRM Looks Nothing Like Traditional CRM
  • Five Trends Shape The Modern CRM Landscape
  • What It Means

  • As CRM Automates, Human Relationships Make The Difference
  • Supplemental Material
  • Related Research Documents

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