Summary
The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as organizations strive to succeed in the age of the customer and cope with digital disruptions, business and IT professionals responsible for customer-facing processes struggle with how to define customer relationship management (CRM) strategies, re-engineer customer-facing business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the necessary organizational changes. This report summarizes the top 12 trends that application development and delivery professionals (AD&D pros) need to take into account when formulating CRM plans in 2013. Use Forrester's CRM trends impact analysis framework to make your plans bulletproof.
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