Navigate The Future Of CRM In 2014

February 21st, 2014

With contributors:

Summary

The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as organizations strive to succeed in the age of the customer and cope with digital disruptions, business and IT professionals responsible for customer-facing processes struggle with how to define customer relationship management (CRM) strategies, re-engineer customer-facing business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the necessary organizational changes. This report summarizes the top 10 trends that application development and delivery (AD&D) professionals need to take into account when formulating CRM plans in 2014.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.