What You'll Learn in the Report

  • How AI is transforming the CRM market
  • Which business outcomes companies aim to achieve with CRM
  • Which CRM use cases are relevant today and in the future
  • Why industry specialization is becoming increasingly important
  • How CRM is evolving towards intelligent and autonomous customer coordination
  • Which criteria are becoming more important when selecting and working with CRM vendors
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Understand the CRM Market. Plan Your Next Steps.

Use Forrester's insights to help guide your CRM strategy and discover the developments that will shape customer relationship management in the years ahead.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about  «Forrester’s Objectivity».