Top CRM Trends for 2013

The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with understanding, delighting, connecting with, and serving customers.

This means effectively managing the four key areas of customer relationship management (CRM): strategy, process, people, and technology.

Reflecting on my client work during the past year, and delving in to Forrester’s most recent research, here are the top twelve CRM trends to consider as you finalize your plans for 2013.

Companies will transform to become experience-driven organizations.

More enlightened companies are defining customer management strategies from the outside in, articulating a customer management strategy defined in customers’ terms that can be used to guide organizational improvement efforts.

Brands turn attention to CX design.

The right customer interactions, implemented the right way, don’t just happen. Instead, they must be actively designed. Brands must understand and manage their customer experience ecosystems, which comprise all interaction points across customers’ journeys.

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Lead Gen Trends
Top CRM Trends for 2013
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Meghan Reutzel
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Meghan Reutzel is a marketing professional and SalesLeadership.org contributor currently working for the Infinity Contact, a leading outsourced sales and customer retention firm based in Cedar Rapids, Iowa.
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