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For Application Development & Delivery Professionals

Benchmark Against Best Practices To Optimize CRM Performance

Benchmarks: The CRM Playbook

January 19, 2016

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This is the Benchmarks report in The CRM Playbook For 2017.

Why Read This Report

To succeed in the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. We asked 414 business and technology management leaders about the critical business process, people management, strategy, and technology practices that underpin a successful project. This report provides benchmark data from that survey to help you define and manage the risks associated with a CRM project and discover how your organization compares with others. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • For A CRM Project, Failure Is Not An Option
  • Process Management Benchmarks
  • People Management Benchmarks
  • Strategy Management Benchmarks
  • Technology Management Benchmarks
  • Supplemental Material

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