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For Application Development & Delivery Professionals

Gauge Your CRM Maturity

Assessment: The CRM Playbook

March 4, 2021

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

Why Read This Report

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 that they can gauge where their organizations are on their journeys and discover which core competencies they need to strengthen or develop.

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Table of Contents

  • CRM Initiatives Flounder Without Focus
  • A Successful CRM Strategy Is Composed Of Four Key Elements
  • Assess Your CRM Capabilities To Pinpoint Opportunities For Growth
  • Take Action Now
  • Recommendations

  • Make The Most Out Of The Best Practices Framework For CRM
  • Supplemental Material
  • Related Research Documents

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