Why Read This
This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management (CRM) strategies and solutions. The transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers. How can you make sure your company gets the best return from its investment in CRM? Use Forrester's best practices framework for CRM to understand how your organization stacks up against more than 150 best practices and identify where you can achieve quick wins. Apply the framework and the self-assessment tool to improve your current CRM initiative or to jump-start new projects. This report was originally published on June 20, 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: Competency & Skills Management, Customer Analytics, Customer Data, Customer Intelligence, Customer Relationship Management (CRM), Customer Service Solutions, eCommerce, Marketing Automation, Marketing Resource Management (MRM), Packaged Solutions, Sales, Talent Management