Monday, 14 May 2012

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 people..."

Read more here.

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