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For Application Development & Delivery Professionals

Benchmark Against Best Practices To Optimize CRM Performance

Benchmarks: The CRM Playbook

February 23, 2021

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This is the Benchmarks report in The CRM Playbook For 2021.

Why Read This Report

To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech organization 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
  • Related Research Documents

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