Best Practice Report

Reduce Technical Debt By Understanding CRM Capabilities Before RFP

Strategic Technology Selection Guide For Customer Relationship Management

May 3rd, 2023
With contributors:
Linda Ivy-Rosser , Hannah Murphy


CRM is the foundational front-office technology that manages lead, opportunity, and customer data for marketing, sales, and customer service organizations. It enables enterprises to access a 360-degree view of customers in real time, driving personal experiences along the customer journey. This report is the essential guide to 1) advancing your business strategy by understanding how CRM delivers business value; 2) organizing its technology capabilities; and 3) conducting a value-based gap analysis before selecting a CRM.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.