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For Application Development & Delivery Professionals

Mitigate CRM Risks With Sound Deployment Practices

Processes: The CRM Playbook

February 24, 2021

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

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 160 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 is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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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