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Scoop.it!
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014. Via Eric_Determined / Eric Silverstein 
Scoop.it!
It’s totally December. How did that happen? Here we are again at the end of a year, looking back at the highs, lows and in-betweens. It was a good year for customer experience, in my opinion. Via Eric_Determined / Eric Silverstein
Eric_Determined / Eric Silverstein's curator insight,
December 27, 2013 4:59 AM
Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience. The end goal is the last point: "There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care." We are all looking forward to such positive experiences. Any additional trends you would anticipate? |
Curated by GCX Conseil
Since 2011, at GCX Conseil, we are helping companies think ahead. Providing the business and IT analyses you need and following through with implementation, is what we do. We are based in Paris. Find out more on gcxconseil.com
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Top 10 trends shared by Forrester Research:
Trend 1: Companies Strive To Be Experience Driven.
Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.
Trend 3: More Organizations Will Become Digital Disruptors.
Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly.
Trend 5: Big Data Will Turn Into Customer Insight.
Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.
Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.
Trend 8: More Companies Will Aspire To Become Agile Enterprises.
Trend 9: Marketing Leaders Will Put Customer Insights To Use.
Trend 10: Enterprise Will Support Employees To Embrace New Technologies.
Kate and William hit the key points that most organizations need to focus on.
Which trend above do you see having the biggest impact for your organization and customers?
Share your thoughts on the trends listed.