Is CRM The Secret to a Seamless Customer Experience?
Kate Leggett, VP, Principal Analyst, Forrester
Raymond Savona, VP, Worldwide Customer Success Organization, Autodesk
Brian Vellmure, Senior Director, Strategy & Innovation, Salesforce
Businesses recognize that having a unified view of the customer is crucial in meeting customer experience expectations, but it’s not easy to achieve. Departmental silos, disparate systems, processes, and data sources, and legacy mindsets are obstacles to driving customer-centered transformation.
Join us as we hear from three insightful speakers: Forrester's leading CRM analyst, Salesforce's Director of Strategy and Innovation, and Vice President of Worldwide Customer Success at Autodesk as they review new market analysis evaluating how businesses are using (and underutilizing) CRM today—and where they’re investing in the future to connect their silos and unite their teams around the customer.
Key insights we’ll unpack:
- 80% of business leaders agree that a single source of customer truth would create “Significant” or “Indispensable” value for their organization, but only 25% believe their CRM system actually provides a complete picture of a customer, across all departments and inputs
- 85% believe a CRM system should be a technology solution that supports the full customer lifecycle and nearly 80% anticipate that their CRM use will expand beyond sales and service in the next 3-5 years. Unfortunately, 57% say CRM is fragmented across their organization
- Businesses that use a shared, well-integrated CRM across a range of teams have higher customer satisfaction metrics and better alignment across departments