To succeed in the Age of the Customer, IT leaders that that support “front-office” business processes cannot afford failed technology initiatives. Traditionally, IT organizations have existed to support internal operations but in today’s world, the technology leaders must play a key role when it comes to delivering solutions that support better external customer experiences.
With business partners in need of help, it’s up to technology leaders to help identify and deliver solutions that will give their companies a competitive edge. This fall, Forrester will host a Forum for Application Development & Delivery Professionals that will focus specifically on the top technologies, skills and practices you will need to take a leadership role in the development of world-class customer experiences at your company. At the Forum, I will sharing findings from new research about the types and prevalence of the CRM pitfalls that you need to navigate,
Working in partnership with CustomerThink, Forrester collected opinions from over 600 individuals who had been involved in a CRM technology project as a business professional in Sales, Marketing, Customer Service, or IT. Last week, I reported in this blog that our data show that CRM technology deployments require a balanced and multi-faceted approach which addresses four critical fundamentals: process, people, strategy, and technology.