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For Application Development & Delivery Professionals

The Five CRM Trends In 2020 That Will Shape Engagement, Relationships, And Revenue

Vision: The CRM Playbook

January 15, 2020

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This is the Vision report in The CRM Playbook For 2020.

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 firms have only started to tap its true power. This report summarizes the top five trends that application development and delivery (AD&D) professionals need to consider when planning for CRM success in 2020.

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Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

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Table of Contents

  • Modern Customer Engagement Starts With CRM
  • The Five Trends Shaping The Modern CRM Landscape
  • What It Means

  • Authentic Human Relationships Make The Difference In A World Of AI
  • Supplemental Material
  • Related Research Documents

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