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For Application Development & Delivery Professionals

Define Your CRM Plan

Strategic Plan: The CRM Playbook

August 28, 2020

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This is the Strategic Plan report in The CRM Playbook For 2020.

Why Read This Report

To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and delivery (AD&D) professionals to do three things: 1) Put delivering a differentiated customer experience at the heart of the plan; 2) use quicker planning cycles and Agile processes; and 3) make increased collaboration between the business and the technology organization mandatory. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • CRM Plans Fail To Focus On Customers And Processes
  • Lay The Foundation For Success Before Creating Your CRM Strategy
  • Follow Five Steps To Define Your CRM Plan
  • Recommendations

  • Avoid CRM Planning Pitfalls
  • Supplemental Material
  • Related Research Documents

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