Interview with Bill Band of Forrester Research

Online, October 11, 2013 (Newswire.com) - BPMonline, the global expert in customer relationship strategies and business process management, is featuring exclusive video interviews with William Band, Vice President and Principal Analyst at Forrester Research, Inc.. Mr. Band focuses on helping organizations establish and validate CRM strategies and deliver the best possible customer experience to their clients.

In these interviews Mr. Band shares observations and forecasts on major CRM trends for the next 12 months and describes key challenges companies will face in 'the age of the customer'. He outlines the overall need to improve customer experience and the growing need in analytics and customer information, emphasizing the importance of obtaining a 360 degree view of customers. He also explains how mobile technologies help customer-facing employees interact with customers more effectively.

Current trends and challenges that companies face show that they no longer can compete on product differentiation alone, and need to find ways to differentiate. Mr. Band foresees this in deep analysis of internal business processes merging traditional CRM strategies with BPM capabilities. Customers increasingly have more power over the relationships between themselves and the vendor, which is why companies, in order to remain competitive, have to look far beyond traditional sales, marketing and service initiatives.

Watch exclusive interviews on our page: www.bpmonline.com/insights/crm

Follow us on YouYube:
http://www.youtube.com/user/bpmonlinevideo

About Forrester Research
Forrester Research (Nasdaq: FORR) is a global research and advisory firm serving professionals in 13 key roles across three distinct client segments. Our clients face progressively complex business and technology decisions every day. To help them understand, strategize, and act upon opportunities brought by change, Forrester provides proprietary research, consumer and business data, custom consulting, events and online communities, and peer-to-peer executive programs. We guide leaders in business technology, marketing and strategy, and the technology industry through independent fact-based insight, ensuring their business success today and tomorrow.