| | | | |
Six Things To Think About Before You Spend More On Crm
Forrester's Bill Band highlights the burning issues that businesses must consider before investing in CRM.
| | | |
Share this CRMAdvocate Story
| | |
 | |
 | |
|
|
In spite of the challenging economic environment, CRM spending continues to grow. While other categories have suffered collateral damage from the global financial disaster, CRM has expanded into a $13bn industry with projected growth.
CRM’s increasing appeal is in part a response to the changing competitive landscape. It is becoming difficult for brands to differentiate on services and products, while customers are able to use the internet to research purchases and make informed decisions, and in the event that they are unhappy with a business they can communicate their displeasure with an audience of millions across social platforms. Welcome to the ‘age of the customer’.
“These trends have been evolving for many years but they've become even more acute and we can see that the only way that's acceptable is to be more customer obsessive,” says Bill Band, principal analyst and vice president at Forrester Research.
Read the entire MyCustomer article
| |
|
|
