Kate Leggett's Research
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For Application Development & Delivery Professionals
REPORT: Gauge Your CRM Maturity
Assessment: The CRM Playbook
March 4, 2021Kate Leggett
An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they target, acquire, retain, understand, and collaborate with customers. CRM success is a journey, not a destination. Every journey has a starting point. This report guides application development and delivery (AD&D) pros supporting CRM through Forrester's CRM assessment so that they can gauge where their organizations are on their journeys and discover which core competencies they need to strengthen or develop.
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For Application Development & Delivery Professionals
REPORT: Quantify The Business Value Of CRM
Business Case: The CRM Playbook
March 3, 2021Kate Leggett
CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D) professionals can apply Forrester's Total Economic Impact™ (TEI) methodology to address four critical questions in their CRM plans: What are the business benefits? What will it cost? Will it increase future flexibility? How will we mitigate risks? Start by comparing your project against Forrester's benefit and cost benchmarks. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For Application Development & Delivery Professionals
REPORT: Define The Right Metrics For Tracking CRM Success
Performance Management: The CRM Playbook
March 1, 2021Kate Leggett
Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for application development and delivery (AD&D) pros to define the right CRM metrics and provides more than 70 examples of specific measures to help you track success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For Application Development & Delivery Professionals
REPORT: CRM Goes Vertical In The Age Of The Customer
Landscape: The CRM Playbook
February 25, 2021Kate Leggett
Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage industry-specific best practices, focus scarce technology organization resources on innovation and differentiation, and decrease time-to-value. This report showcases vertical CRM solutions across six industries and offers a decision framework for choosing the right type. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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For Application Development & Delivery Professionals
REPORT: Mitigate CRM Risks With Sound Deployment Practices
Processes: The CRM Playbook
February 24, 2021Kate Leggett
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) projects can be costly, affect many employees, and suffer from a lack of vendor support. Based on a survey of 160 business and tech organization professionals, this report helps AD&D professionals determine how to organize their solution deployment, recognize the risks they face, and avoid pitfalls. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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