Why Read This
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.