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	June 27, 2007 (updated July 24, 2007) Best Practices: Getting The Most From Your CRM Deployment Focus on Flawless Execution To Drive Higher ROI by William Band with Ian Schuler, Sharyn Leaver, Mary Ann Rogan	Average: 8  (3 ratings)

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Executive Summary

By 2010, enterprises will spend nearly $11 billion annually on customer relationship management (CRM) solutions to accelerate top-line growth, improve the customer experience, and boost the productivity of frontline workers. But success with CRM can be elusive. Less than 50% of the executives we spoke with are fully satisfied that the business benefits of CRM have met or exceeded their expectations. Forrester interviewed 58 business and IT executives to uncover best practices for wringing more value from CRM deployments. Successful companies focus on five fundamentals: promoting user adoption, focusing on business processes, establishing executive sponsorship, practicing sound customer data management, and defining the right metrics. Attention to discipline in execution is what sets CRM winners apart from the well-publicized failures.

TABLE OF CONTENTS

• CRM Decision-Makers Remain Unsatisfied Despite Continued Investment
• Best Demonstrated Practices
• Best Practice No. 1: Redouble Efforts To Increase User Adoption
• Best Practice No. 2: Focus On Underlying Business Processes
• Best Practice No. 3: Rethink Your Approach To Executive Sponsorship
• Best Practice No. 4: Reinvent Data Management Capabilities
• Best Practice No. 5: Define And Track The Right Metrics
• Forrester's Next Practices: Keep Pace With Emerging Requirements
• Identifying Your Challenges
• Case Studies
• Supplemental Material
• Related Research Documents

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