Interessant document van Forrester over top 12 CRM trends: Forrester – Navigate The Future Of CRM In 2013

  • Digital disruption Threatens your success in the age of the customer
  • Brands are focusing on experience to cope with digital disruption
  • The front office is adopting BPM
  • Technology is powering new customer engagement possibilities
  • Employees hold the keys to outstanding customer interactions
  • Use the trend impact analysis Framework to define a road map for 2013