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Biographical Information
William Band
vice president and principal analyst, Forrester Research
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William Band (wband@forrester.com) is vice president and principal analyst with Forrester Research. His research focuses on helping organizations establish and validate CRM strategies and plan for project success. For free related research from Bill, please visit www.forrester.com/CRMmarch.
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Three experience trends you can't afford to ignore.
It varies from "tailored intimacy" to "customer self-service"
A leading analyst firm assesses the CRM marketplace.
The problems occur where the benefits are.
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