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This is the Processes report in The CRM Playbook.

For Application Development & Delivery Professionals

Capitalize On SaaS CRM Solutions With Better Governance

November 12, 2012

By William Band, Anjali Yakkundi with Stephen Powers, Rowan Curran

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Why Read This Report

This report prescribes solution governance best practices for application development and delivery (AD&D) professionals who implement "cloud" customer relationship management (CRM) solutions. While organizations are increasingly adopting software-as-a-service (SaaS) CRM solutions, many have not adapted their governance processes and policies to get maximum value out of those solutions. Importantly, the move to the cloud will force organizations to reconsider governance that takes into account Agile development methodologies. This report defines SaaS CRM solution governance practices during each phase of the project life cycle -- planning, implementation, and ongoing development -- and includes best practices for managing cloud solution vendors.
Tags: Application Strategy & Selection, Cloud Computing, Customer Relationship Management (CRM), Governance, Infrastructure Architectures, IT Infrastructure & Operations, IT Management, IT Serving the Business, Packaged Applications, Software-as-a-Service (SaaS), Sourcing & Procurement, Strategy & Strategic Planning, Strategy, Planning & Governance of IT, Technology, Vendor Management
US $ 499
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TABLE OF CONTENTS

  • This Isn't Your Father's CRM — It's Moving To The Cloud
  • Four Strategies To Maximize Value Of SaaS CRM Solutions
  • Best Practice No. 1: Deepen IT-Business Collaboration During Planning
  • Best Practice No. 2: Implement "Good Enough" Solutions — Quickly
  • Best Practice No. 3: Embrace Continuous Development
  • Best Practice No. 4: Adopt New Approaches To Vendor Management
  • Forrester's Next Practices
  • Identifying Your Challenges
  • Supplemental Material
  • Related Research Documents
 
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