i trend del 2011 secondo Forrester

Leggete qui i dodici trend della gestione clienti che Forrester ha predetto per il 2011.

Interessante il secondo:

Trend 2: Business Process Management Extends To The Front Office
By extending business process management (BPM) to the front office functions, customer service organizations will improve the consistency of service delivered, elevate agent efficiency, personalize service, and meet compliance goals — at a cost that makes sense to the business.