For Business Process & Applications Professionals

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	August 24, 2007 Forrester's Best Practices Framework For CRM Use Our CRM FastForward Self-Assessment To Achieve Quick Wins by William Band with Sharyn Leaver, Mary Ann Rogan	Average: 9  (11 ratings)

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Executive Summary

By 2010, organizations around the world will spend $11 billion annually on customer relationship management (CRM) solutions. Smart companies are selective about how and where they invest resources. How can you make sure your company gets the best return from its investment in CRM? Forrester developed a framework that includes 150 best practice CRM capabilities, organized into four categories: strategy, process, technology, and people. The framework is based on interviews with more than 100 user companies, in-depth analysis of 33 vendor solutions, and discussions with 29 CRM professional services providers. To help understand how your organization stacks up against these best practices and to identify where you can best achieve quick wins, we created the Forrester FastForward self-assessment for CRM. Use the framework and self-assessment to improve your current CRM initiative or to jump-start new projects.

TABLE OF CONTENTS

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

RECOMMENDATIONS

• Make The Most Out Of The Best Practices Framework For CRM
• Supplemental Material
• Related Research Documents

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