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This is the Assessment report in The CRM Playbook.

For Application Development & Delivery Professionals

Assess CRM Capabilities To Pinpoint Opportunities

June 20, 2012

By William Band with Stephen Powers, Rowan Curran

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Why Read This Report

This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management (CRM) strategies and solutions. The transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers. How can you make sure your company gets the best return from its investment in CRM? Use Forrester's best practices framework for CRM to understand how your organization stacks up against more than 150 best practices and identify where you can achieve quick wins. Apply the framework and the self-assessment tool to improve your current CRM initiative or to jump-start new projects.
Tags: CRM Applications, Customer Data Integration, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, eCommerce Platforms & Technologies, Marketing Automation, Order Management, Packaged Applications, Partner Relationship Management, Sales Force Automation (SFA)
US $ 499
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TABLE OF CONTENTS

  • CRM Initiatives Flounder Without Focus
  • There Are Four Key Elements To A Successful CRM Strategy
  • Assess Your CRM Capabilities
  • Define Your Strategy
  • Redesign Your Processes
  • Leverage Technology
  • Lead Your People
  • Take Action Now

  • RECOMMENDATIONS

    Make The Most Out Of The Best Practices Framework For CRM
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