Forrester analysts will host a Tweet Jam on March 24, 2010, from 1:00 – 3:00 PM USA ET (6 to 8 PM GMT) to answer questions from business and IT executives about the top challenges they face in orchestrating customer-facing business processes to drive top-line growth. During this interactive Jam session, Forrester analysts will share results of our latest research into the topics of: customer experience management, CRM technologies and vendor trends, social media, and business process management.
Key questions we will tackle during this Tweet Jam include:
- What are the key trends you need to take into account in planning CRM initiatives in 2010?
- How do you know if you are delivering a differentiated customer-experience, and does it make a difference to the bottom line?
- Social CRM: The real deal, or blogger hype?
- How do CRM vendor solutions stack-up, and which ones are really delivering results?
- Does business process management (BPM) “lean-thinking” have a place in CRM strategies?
- Drowning in (bad) customer data: What to do about it?
- How to take advantage of next-generation Business Intelligence tools for deeper customer insights?
- Who should lead your customer management process improvement efforts?
- What are the best ways to drive user adoption of CRM technologies?
- What change management strategies and skills are needed to succeed?
- What are the right metrics for success?
- CRM pitfalls: What are they, and are there new ones to worry about?