Trends Report

Navigate The Future Of CRM In 2016

February 3rd, 2016
With contributors:
Stephen Powers , Maxie Schmidt , Arelai Ephraim , Peter Harrison


In the age of the customer, good customer experiences are the only source of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block in their customer experience strategy. CRM has the potential to transform customer relationships, yet few companies tap into the true power of these solutions. This report summarizes the top trends application development and delivery (AD&D) professionals need to take into account when planning for CRM success in 2016.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.