Which Customer Management Technologies Deliver The Most Value? Use Our TechRadar™ Analysis To Help You Pick Winners For Your Organization

Air Date: Tuesday, July 28, 2009

Cost: $250

Couldn't Attend This Teleconference?

You can still listen to or watch the teleconference at a time that's convenient for you. We offer the hourlong archived teleconferences in MP3 format (audio only) or in WebEx format (audio with PowerPoint slides). Choose the format that is convenient for you.

Presented By:

Who should attend: Business Process & Applications professionals

Description:

Locking in customer loyalty through deeper engagement and differentiated customer experiences continues as a critical priority in 2009, but navigating the complex CRM solution vendor and technology landscape continues to be challenging — particularly in light of to the rapid rise of Social Computing applications and platforms. The customer management technology ecosystem now spans key business processes: developing relevant products; targeting the right customers to engage; acquiring, retaining, and collaborating with customers; and creating a continuously deeper understanding of their needs. It's the combined elements of all of these that make up the modern customer management ecosystem around which CRM professionals should design their future plans. But in difficult economic times, you must choose your investments wisely. Which solutions deliver the most value? Which solutions will deliver results in the future? And which ones are dead ends to avoid?

Forrester investigated the current state of 19 of the most important CRM ecosystem technologies, synthesizing the opinions of nearly 300 user companies, leading CRM vendors, and Forrester's technology experts. Applying Forrester's TechRadar™ methodology, the data collected was used to assess the current state of the technology; the technology's potential effect on customers' businesses; the time the technology will need to reach the next stage of maturity; and the technology's overall trajectory, from minimal success to significant success.

Join Forrester for a teleconference on the business value and future outlook for CRM solutions. In the teleconference we answer critical questions:

• What is the current CRM technology landscape, and how will the CRM technology landscape evolve in the future?
• Which CRM technologies are essential to invest in?
• How can you avoid risk when investing in CRM technologies?
• Which CRM technologies should organizations avoid investing in?

Agenda:

• The state of planning for CRM applications
• The extended CRM applications ecosystem
• The business value of CRM ecosystem technologies
• The Forrester TechRadar™ for CRM applications

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.