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For Application Development & Delivery Professionals

Mitigate CRM Risks With Sound Deployment Practices

Processes: The CRM Playbook

August 4, 2017

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This is the Processes report in The CRM Playbook For 2017.

Why Read This Report

To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer relationship management (CRM) projects can be costly, affect many employees, and suffer from a lack of vendor support. Based on a survey of 414 business and tech organization professionals, this report helps AD&D professionals determine how to organize their solution deployment, recognize the risks they face, and avoid pitfalls. This report is an update to the original version of this report published in February 2016.

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Table of Contents

  • Organizations Cannot Afford To Fail With CRM
  • Understand The Four Critical Success Factors
  • Mitigate Business Process Risks
  • Mitigate Cultural Risks
  • Mitigate Strategy Risks
  • Mitigate Technology Risks
  • Recommendations

  • Follow Forrester's Five Principles For CRM Success
  • Supplemental Material
  • Related Research Documents

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