For Business Process Professionals

Primary Analyst Photo	Document Information	Rate this Document
	January 9, 2009 CRM App Upgrades In A Down Economy How To Approach The CRM App Upgrade Dilemma When Cash Is Tight And Uncertainty Is High by Pete Marston with William Band, Paul D. Hamerman, Sharyn Leaver, Andrew Magarie

This is an excerpt

Executive Summary

When 2007 turned to 2008, many enterprise-class firms had definite plans to upgrade their packaged customer relationship management (CRM) applications. Drivers behind the decision to upgrade included demand for new functionality to bolster customer-centric strategies, escalating customization costs, and vendor maintenance support pressures. But, as the thunder clouds of economic uncertainty quickly roll in, many are reassessing their upgrade plans. To determine if now is the right time for your organization to make an upgrade, Forrester suggests that you use a high-level, three-step framework to simplify and sort out the problem. Start with identifying business goals and objectives, then employ a high-level decision framework, and lastly outline and score the advantages and disadvantages of upgrades using Forrester's CRM Application Upgrade Scorecard.

TABLE OF CONTENTS

• CRM Upgrades Were A High Priority For 2008
• As World Economies Falter, Firms Reconsider Their Priorities
• To Upgrade Or Not To Upgrade? A Three-Step Decision Framework

RECOMMENDATIONS

• Get Your Hands Dirty And Prepare For Some Heavy Lifting

WHAT IT MEANS

• SaaS Adoption Will Temper — But Not Eliminate — Upgrade Anguish
• 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.