FOR Application Development & Delivery PROFESSIONALS

The CRM Playbook


Transform Customer Processes And Systems To Improve Experiences




This report is the executive overview of Forrester's solution for application development and delivery (AD&D) professionals looking to implement customer relationship management (CRM) strategies and solutions. We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps for AD&D professionals to follow to transform customer-facing ...

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PLAYBOOK RESEARCH

Business Case: Quantify The Business Value Of CRM
Assessment: Assess CRM Capabilities To Pinpoint Opportunities
Strategic Plan: Define Your Customer Relationship Management Plan
Road Map: Map The Way To Your CRM Business Outcomes
Organization: Capitalize On SaaS CRM Solutions With Better Governance
Processes: Mitigate CRM Risks By Using Sound Deployment Practices
Tools And Technology: Choose The Right CRM Solutions For Your Organization
Performance Management: Define The Right CRM Metrics
Benchmarks: Benchmark Against Best Practices To Optimize CRM Performance
Continuous Improvement: CRM Success Hinges On Effective Change Management
Benchmarks: Benchmark Against Best Practices To Optimize CRM Performance
Continuous Improvement: CRM Success Hinges On Effective Change Management
Processes: Mitigate CRM Risks By Using Sound Deployment Practices
Strategic Plan: Define Your Customer Relationship Management Plan
Road Map: Map The Way To Your CRM Business Outcomes
Business Case: Quantify The Business Value Of CRM
Tools And Technology: Choose The Right CRM Solutions For Your Organization
Organization: Capitalize On SaaS CRM Solutions With Better Governance
Assessment: Assess CRM Capabilities To Pinpoint Opportunities
Performance Management: Define The Right CRM Metrics

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Customer Relationship Management (CRM)

Playbook frameworks guide your critical decisions with integrated reports, tools, and objective insight. This Playbook helps you discover the value of CRM, assess your capabilities, plan a competitive strategy, quantify the business impact, execute with precision, and optimize your results.Watch the video.

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With mobile, social, and other technologies changing how your employees work and how your company does business, building adaptive technology solutions has never been more challenging for IT leaders. Learn how Forrester Consulting can help.