Your Guide To Forrester’s CRM Transformation Research

Many Forrester clients are downloading my new report “Trends 2011: Customer Relationship Management -- Twelve Trends Drive Planning For Customer-Centric Process Transformation.”The report summarizes my own recent research but benefits from the work of more than a dozen analysts at Forrester who are studying various facets of customer relationship process management transformation. As a consequence, I am getting many calls asking how to find, and get access to, the unique research that underpins the report.

Despite the popularity of CRM solutions, business process pros tell us they still struggle with how to define the right customer management strategies, re-engineer customer-facing business processes, and effectively acquire and deploy the right supporting technology solutions that will meet their needs. Looking ahead, what trends will dominate the planning agendas of business and IT professionals responsible for transforming customer-facing business processes in 2011? Here is a summary of the 12 trends and links to our key research reports for those who want to take a deep-dive into the underlying Forrester data and analysis.

Trend 1: The negative revenue impact of poor multichannel customer experience is recognized.

TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

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