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For Application Development & Delivery Professionals

Stop Buying End-To-End CRM

Evaluate CRM As An Ecosystem Instead

May 3, 2017


Why Read This Report

Companies rely heavily on mature CRM suites to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. But with companies placing greater importance on delivering better experiences for their customers, application development and delivery (AD&D) professionals must ask if end-to-end CRM still meets their firms' needs. This report details the CRM market fragmentation and explains how AD&D pros should strategize around CRM to meet customer experience and operational needs. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Yesterday's Approach To CRM Hurts Your Customer Relationships
  • Mature CRM Technologies Have Dug Their Own Grave
  • Modern CRM Strategies Require An Outside-In Perspective
  • Recommendations

  • Assemble — Don't Buy — End-To-End CRM
  • Related Research Documents

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