In the age of customer relations, managers do not decide whether the companies are actually customer-centric or not. Although good customer experience has an impact on cost controls, managers are still more concerned with their growth potential.
Forrester’s Customer Experience Index (CX Index ™) data shows that companies that provide superior customer experience earn on average five times more revenue than their competitors. And this is a global phenomenon: Forrester found similar results in Europe and China. It was also found that companies that provide good customer experience have customers who want to pay a higher price for products and services.
CRM definition of Forrester:
Technologies and business processes that support the core activities of targeting, acquiring, retaining, understanding and collaborating with customers.
This report is a great source of information for the future of CRM and the trends that will shape engagement, relationships and revenue.
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