Summary
The age of the customer has finally caught up with the Indian enterprise, and the need to address imperatives such as delivering digital experiences has grown in support of a business technology (BT) agenda. Existing CRM solutions are ill-equipped to support these imperatives. Application development and delivery (AD&D) professionals must rethink CRM or risk irrelevance as new stakeholders seek to fly solo and build a customer management infrastructure on their own. This report summarizes the trends that AD&D pros must consider before creating their CRM plans.
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