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For Application Development & Delivery Professionals

Transform Customer Processes And Systems To Improve Experiences

March 2, 2017

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This is the Executive Overview report in The CRM Playbook For 2017.

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Why Read This Playbook

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and delivery (AD&D) professionals should follow to transform customer-facing business processes to deliver differentiated customer experiences: 1) discover the value of CRM; 2) plan the right strategy; 3) act to execute the strategy with precision; and 4) optimize your results. This report is an update to the report originally published on March 6, 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

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