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For Application Development & Delivery Professionals

Capitalize On SaaS CRM Solutions With Better Governance

September 29, 2015

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This is the Organization report in The CRM Playbook For 2016.

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Why Read This Report

Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions. Importantly, the move to the cloud will force organizations to reconsider governance that takes into account Agile development methodologies. This report defines SaaS CRM solution governance practices during each phase of the project life cycle — planning, implementation, and ongoing development — and includes best practices for managing cloud solution vendors. This report was originally published on November 12, 2012; Forrester reviews and updates it periodically for continued relevance and accuracy, and this time found that changes were needed, and updated it accordingly as of September 2015.

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Table of Contents

  • This Isn't Your Fathers CRM — It's Moving To The Cloud
  • Four Organizational Strategies Maximize Value Of SaaS CRM Solutions
  • Best Practice No. 1: Deepen Business Collaboration During Planning
  • Best Practice No. 2: Implement "Good Enough" Solutions — Quickly
  • Best Practice No. 3: Embrace Continuous Development
  • Best Practice No. 4: Adopt New Approaches To Vendor Management
  • Identify Your Challenges
  • WHAT IT MEANS

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

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