Blog Posts Process Management

Five Forces Shape The Modern CRM Landscape

Blog: Forrester BPM Center of Excellence

What is CRM? It’s not SFA (sales force automation) and it’s not marketing automation – although many use CRM to reference these two technologies. Forrester defines CRM as: “The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, understanding, and collaborating with customers. … that is to support customers through […]

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