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6 Trends that are Shaping the Future of CRM

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Jul 23 2010 | Author: Pegasystems Inc.

Hear from Paul Greenberg, President of the 56 Group and author of the bestselling book, CRM at the Speed of Light: Essential Customer Strategies for the 21st Century and Eric Deitert, Director of CRM Product Marketing at Pegasystems as they discuss the following six trends shaping the future of CRM:

Integrating social media tools to serve customers better
Customer Process-Centric CRM; matching customer intent with business intent
How businesses have become aggregators of experiences, products, services, tools, and knowledge for the customer
The need for intelligent case management to manage interactions across the service chain
Using technology to integrate the customer into the entire collaborative value chain
The necessity of predictive and adaptive analytics to anticipate and service customer needs

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Pegasystems is the leading provider of business process management (BPM) and customer relationship management (CRM) software solutions. Our BPM methodology and BPM services provides businesses with an unprecedented degree of agility by giving business users control over the business process management suite and reducing reliance on IT staff. With user-friendly design tools, intuitive business rules functionality, and automated programming, the Pega BPM suite is the ideal BPM platform for enterprise initiatives like business transformation, continuous process improvement, and business performance management. Our Build for Change technology also powers agile solutions to specific operational challenges, such as workflow management software, customer relationship management software, business process management software, business process management systems and business process outsourcing software; as well as CRM solutions including customer service software, call center software and customer relationship management systems. Pegasystems CRM applications and contact center software help transform the customer experience across all channels and touch points. With business CRM software and call center solutions from Pegasystems, companies can maximize the value of every call center CRM interaction.

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