Trends Report

Stop Buying End-To-End CRM

Evaluate CRM As An Ecosystem Instead

May 3rd, 2017
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
John Bruno, null
John Bruno
With contributors:
Stephen Powers , Chad Rafferty , Kara Hartig

Summary

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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