An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they target, acquire, retain, understand, and collaborate with customers. CRM success is a journey, not a destination. Every journey has a starting point. This report guides application development and delivery (AD&D) pros supporting CRM through Forrester’s CRM assessment so they can gauge where their organizations are on their journeys and discover which core competencies they need to strengthen or develop.