One of the most frequent inquiries I still get from clients is: “How do we avoid CRM technology project pitfalls?”
Forrester Research is collaborating with CustomerThink to conduct a study about the future of CRM. The goal is to discover, define, and quantify the critical success factors that lead to successful CRM initiatives. For the purposes of the study, CRM is defined as the processes and supporting technologies used to target, acquire, retain, understand, and collaborate with customers.
In the age of the customer, there is only one source of competitive differentiation: an obsession with understanding, delighting, connecting with, and serving customers. This means effectively managing the four key components of CRM: strategy, process, people, and technology.
Survey participants will receive a free report analyzing the results.