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  • MoneyShot Digital CX and CRM Services 2021 2022 RadarView - Rethinking Customer Experience in the New Normal

    Rethinking Customer Experience in the New Normal

    Rapidly changing consumer behavior has forced companies to deploy new customer engagement channels with 61% of enterprises exploring new delivery models. COVID-19 has created demand for hyperpersonal, data-driven experiences across multiple channels. But these new customer experience (CX) strategies pose challenges including siloed data, a need for better change management, and picking the right platform. Service providers are responding to these challenges tailored, industry-specific solutions and a design-led approach. These emerging trends are covered in Avasant’s Digital CX and CRM Services 2021-2022 RadarView™.

    October, 2021

  • Primary Image Digital CX and CRM Services 2021 2022 - Digital CX and CRM Services 2021-2022 RadarView™

    Digital CX and CRM Services 2021-2022 RadarView™

    The Digital CX and CRM Services 2021-2022 RadarView™ provides information to assist enterprises in building digital customer experience (CX) and customer relationship management (CRM) strategies, charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can help expedite a customer’s CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 80-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.

    October, 2021

  • fig1CRMTechTrend2021 - CRM Adoption Trends and Customer Experience 2021

    CRM Adoption Trends and Customer Experience 2021

    Customer relationship management (CRM) systems are one of the most widely adopted categories of enterprise applications, and investment in new CRM capabilities continues to grow. This report provides an overview of key concepts in the CRM space. We also examine CRM adoption and investment trends, showing how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We then look at the return on investment (ROI) experience, total cost of ownership (TCO) experience, and which type of applications are the most popular. We conclude with recommendations to ensure CRM implementation success and to encourage user adoption.

    September, 2021

  • fig1CRMTechTrend2021 - CRM Necessary but Messy

    CRM Necessary but Messy

    Customer relationship management systems are one of the most widely adopted categories of enterprise applications. But investing in a new CRM can be a messy business. As a core system, a CRM needs to interact with data across the entire business. Business processes should change to match the new capabilities. Hidden or unexpected costs can quickly add up, and missteps can result in a major setback, or worse, project failure. This Research Byte summarizes our full report on CRM Adoption Trends and Customer Experience.

    September, 2021

  • PrimaryImage Digital CXCRMServices2020 2021 - Digital CX and CRM Services 2020-2021 RadarView™

    Digital CX and CRM Services 2020-2021 RadarView™

    The Digital CX and CRM Services 2020-2021 RadarView™ report provides information to assist enterprises in building digital customer experience (CX) and CRM related strategies and charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can expedite their CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 73-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.

    December, 2020