Trends Report

How To Risk-Proof Your CRM Deployment Strategy

Use Best Practices And Our Risk Evaluation Tool To Steer Clear Of Perils

February 27th, 2009
William Band, null
William Band
With contributor:
Sharyn Leaver

Summary

In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading CRM solutions. Nearly 20% of the problems reported were related to CRM strategy and deployment. Looking deeper into this category of dangers, we found the most significant threats are: inadequate deployment methodologies (40%); poorly defined business requirements (25%); a lack of organizational alignment on objectives (18%); and a failure to tightly manage program costs (18%). Use Forrester's CRM project risk evaluation criteria and self-assessment tool to anticipate, and remediate, problems applying best practices. Also apply our five principles for CRM success to get the most value, with the least risk, from your customer management projects.

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