Article Link: Forrester: Customer Experience Management and 13 Emerging CRM Trends
Article via CMS Wire
According to recent research from Forrester, despite widespread adoption and deployment, many IT and business people say they are struggling with CRM strategy and technologies.
"...[Struggling] not just with how to define the correct CRM strategies for their
enterprise, but also struggling to re-engineer customer-facing processes
where those processes are not working, and struggling to acquire the
appropriate technologies to deal with the problems...."
In this article—which links to the report itself—Forrester researcher William Band discusses several facets of CRM strategy that are
necessary: "...Success, he says, requires maintaining a focus on four
critical elements simultaneously: strategy, process, technology and
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