Chapter 1: The New CRM Ecosystem
Organic growth continues to be a strategic priority for many organizations, and the drive to improve the customer experience to support growth ensures sustained demand for CRM applications. Making smart technology decisions, however, has become much harder recently. New platforms and deployment options give buyers more choices to consider. The provider landscape is harder to navigate, with vendors ramping up the competition through acquisitions, product innovation and aggressive marketing. All in all, it's a tough time for CRM buyers - how can they make the right choices for their organization?

Chapter 2: Transforming Marketing
With their average job tenure growing shorter every year, chief marketing officers are under tremendous pressure to deliver growth – and fast. And it’s no easy task. Globalization has transformed economics and spurred competition, and rapid innovation has accelerated the rate of change dramatically. The result is an exponential increase in internal complexity in an already-challenging role of setting the agenda for the entire organization. With so much to contend with, how can CMOs not only deliver but accelerate organic growth?

Chapter 3: Transforming Sales
The drive for growth brings added complexity to the life of the senior executive, and sales executives are hit first. They are facing an array of new and largely unique performance challenges regarding their workforce and operations. Despite their best intentions and efforts, many are watching their teams work harder with less to show for it. Every sales organization wants to shift the performance curve forward and move more salespeople toward higher performance levels – what kinds of strategies and capabilities will they need to make this critical forward step?

Chapter 4: Transforming Service
Does your brand define the customer experience, or does the customer experience define your brand? Most organizations don’t really know why their customers leave, when they will leave or even how much it costs to serve them. This kind of knowledge truly is power: Any organization focused on growth must eventually shift its focus from customer acquisition to customer satisfaction and retention. Yet many organizations are surprisingly weak when it comes to understanding what happens to customers following the initial sale. How can they put the customer back in customer service?