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For Application Development & Delivery Professionals

Navigate The Future Of CRM In 2015

January 22, 2015

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Why Read This Report

As organizations strive to succeed in the age of the customer and cope with digital disruptions, those responsible for customer-facing processes struggle with how to define customer relationship management (CRM) strategies, reengineer customer-facing business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the necessary organizational changes. This report summarizes the top trends application development and delivery (AD&D) professionals need to take into account when formulating CRM plans in 2015. This is an update to the February 21, 2014, "Navigate The Future Of CRM In 2014" report.

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Table of Contents

  • CRM Is At The Heart Of The Age Of The Customer
  • CRM Strategy Will Focus On Revenue Generation
  • CRM Success Demands Process Excellence
  • CRM Technology Powers New Customer Engagement Possibilities
  • Employees Will Be Empowered To Deliver Outstanding Experiences
  • recommendations

  • Use Forrester Insights To Accelerate Growth Plans
  • Supplemental Material

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