For Business Process Professionals

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	July 9, 2009 TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009 Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine by William Band with Connie Moore, Andrew Bartels, Andrew Magarie	Average: 9  (3 ratings)

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Executive Summary

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the complex customer relationship management (CRM) technology landscape remains challenging — particularly in light of the rapid rise of Social Computing, the increasing adoption of software-as-a service (SaaS) solutions, and the need to provide mobile capabilities for front-line personnel. But by selecting the right solutions to invest in, CRM professionals can take the proper steps without taking unnecessary risk. As our TechRadar™ evaluation of the extended CRM applications ecosystem shows, community platforms, customer forums, and enterprise feedback management solutions — all of which enable new ways to connect more closely with customers — have entered the CRM stage. However, selling, order-taking, and customer service remain the engines that power the income locomotive at most companies. Customer data management and business intelligence solutions are becoming much more robust, supporting deeper customer insights and better decision-making.

TABLE OF CONTENTS

• The State Of Planning For CRM Applications
• Why The Future Of Extended Customer Relationship Applications Matters
• Overview: Forrester's TechRadar For CRM Applications
• Social Computing Spawns The Next Generation Of Innovation
• Supplemental Material
• Related Research Documents

This is an excerpt

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