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For Application Development & Delivery Professionals

Capitalize On SaaS CRM Solutions With Better Governance

Organization: The CRM Playbook

March 12, 2021

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

Why Read This Report

Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value from those solutions. The move to the cloud will force application development and delivery (AD&D) pros to reconsider governance to take agile development methodologies into account. This report defines SaaS CRM solution governance practices during each phase of the project lifecycle — planning, implementation, and ongoing development — and includes best practices for managing cloud solution vendors. 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

  • This Isn't Your Father's CRM — It's Now In The Cloud
  • Four Strategies Maximize The Value Of SaaS CRM Solutions
  • "Good Enough" Solutions — Quickly
  • Identify Your Challenges
  • What It Means

  • Modern CRM Will Enable Innovation And Flexibility
  • Supplemental Material
  • Related Research Documents

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