Why Read This
To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer relationship management (CRM) technology projects can be costly, affect many employees within the organization, and suffer from a lack of vendor support. Based on a survey of the experience and practices of 650 business and technology management professionals, this report of the CRM playbook helps AD&D professionals determine how to organize their solution deployment, recognize the risks they face during that process, and avoid the pitfalls that have tripped up other organizations. This report was originally published under the title "Mitigate CRM Risks By Using Sound Deployment Practices" on August 29, 2013; Forrester reviews and updates it periodically for continued relevance and accuracy.