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:

1. What are the key trends you need to take into account in planning CRM initiatives in 2010?
2. How do you know if you are delivering a differentiated customer-experience, and does it make a difference to the bottom line?
3. Social CRM: The real deal, or blogger hype?
4. How do CRM vendor solutions stack-up, and which ones are really delivering results?
5. Does business process management (BPM) “lean-thinking” have a place in CRM strategies?
6. Drowning in (bad) customer data: What to do about it?
7. How to take advantage of next-generation Business Intelligence tools for deeper customer insights?
8. Who should lead your customer management process improvement efforts?
9. What are the best ways to drive user adoption of CRM technologies?
10. What change management strategies and skills are needed to succeed?
11. What are the right metrics for success?
12. CRM pitfalls: What are they, and are there new ones to worry about?

The session will be hosted by William Band and Dr. Natalie Petouhoff and will include participation from a number of other analysts across Forrester. To join this interactive conversation, simply tune in to the #crmjam hash tag on Twitter or follow the analysts that will host and participate in the session.

• William Band (@waband)
• Natalie Petouhoff (@drnatalie)
• Jim Kobielus (@jameskobielus)
• Boris Evelson (@bevelson)
• Clay Richardson (@passion4process)
• Derek Miers (@bpmfocus)