Why Read This
Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions. Importantly, the move to the cloud will force organizations to reconsider governance that takes into account Agile development methodologies. This report defines SaaS CRM solution governance practices during each phase of the project life cycle — planning, implementation, and ongoing development — and includes best practices for managing cloud solution vendors. This report was originally published on November 12, 2012; Forrester reviews and updates it periodically for continued relevance and accuracy, and this time found that only light changes were needed, and updated it accordingly as of September 2014.
Tags: Cloud Computing, CRM Applications, Customer Relationship Management (CRM), IT Governance, IT Infrastructure & Operations, IT Spending Forecasts, Management & Organization, Packaged Solutions, Software-as-a-Service (SaaS), Sourcing & Procurement, Strategy & Strategic Planning, Strategy Planning & Governance, Tech Sector Economics, Technology Adoption Data, Vendor Management