For Business Process Professionals

Primary Analyst Photo	Document Information	Rate this Document
	December 13, 2005 Best Practices For CRM Deployment Lessons From 22 Leaders by William Band with John Ragsdale, Ian Schuler

This is an excerpt

Executive Summary

Forrester talked with 22 large organizations in North America, Europe, and Asia to understand their methods for achieving business performance improvement through investment in CRM initiatives. Organizations spend heavily to improve customer-facing processes, but they still struggle to achieve satisfactory returns on their effort. Despite these challenges, CRM leaders are learning what it takes to succeed. They use 10 best practices to address five critical issues: governance, process management, data management, user adoption, and technology. As a result, these businesses have captured four types of benefits: increased revenues, lower costs, higher return on investment, and improved competitive strength. Enterprises should compare their approaches with best practices to uncover weak points in need of remediation and thereby improve the odds of CRM success.

TABLE OF CONTENTS

• Unlocking The Value Of CRM Is Still A Challenge
• CRM Can Deliver Outstanding Results
• Ten Best Practices Make The Difference
• Avoid Common Pitfalls

RECOMMENDATIONS

• Use Best Practices To Capture The Benefits Of CRM
• Supplemental Material
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.