Forrester's Bill Band highlights the burning issues that businesses must consider before investing in CRM.
Think about the bigger picture – not just technology but also strategy, people and processes
Think about the role that the customer experience plays in your strategy
Think about how you can apply back-office disciplines to customer-facing operations
Think about big CRM vendors for complete solutions – but think about smaller players for innovation
Think about how you are going to manage Big Data as part of your CRM programme
Think about how the voice of the customer can drive change within your organisation
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.