For Business Process Professionals

Primary Analyst Photo	Document Information	Rate this Document
	February 9, 2010 Trends 2010: Customer Relationship Management Eleven Trends Shape CRM Technology Adoption Agendas by William Band with Paul D. Hamerman, Andrew Magarie	Average: 9  (8 ratings)

This is an excerpt

Executive Summary

As the economy recovers, what are the key trends that will drive customer relationship management (CRM) strategies and technology adoption in 2010? Business and IT professionals who support customer-facing business processes must take into account 11 key trends: 1) companies return to investing in their most important asset — customers; 2) CRM evolves to become the extended CRM application ecosystem; 3) SaaS CRM solutions become the default choice; 4) social CRM hype reaches a crescendo, but projects remain in pilot mode; 5) customer service embraces real-time methods; 6) next-generation customer intelligence solutions emerge; 7) the struggle to integrate customer data continues; 8) mobile CRM becomes a must-have capability; 9) price/value trumps functionality in purchase decisions; 10) scrutiny of business cases remains intense; 11) best practices continue to separate the winners from losers. Use Forrester CRM data and tool kits to capitalize on the on the emerging economic upturn.

TABLE OF CONTENTS

• Social Customer Management Solutions Emerge, But Value Is Still Uncertain
• Enterprises Double-Down On Investment In Their Customers
• Customer Service, Business Intelligence, And Mobility Take Center Stage
• For The Next 12 Months, Pragmatism Is A Virtue

RECOMMENDATIONS

• Use Forrester Data And Tool Kits To Capitalize On The Upturn
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.