Save or Share this Report

For Application Development & Delivery Professionals

Quantify The Business Value Of CRM

May 11, 2016

Playbook icon

This is the Business Case report in The CRM Playbook For 2017.

Primary author headshot


Why Read This Report

Customer relationship management (CRM) initiatives must not only be technically sound but must also answer this question: What will we get for our money? This report describes how application development and delivery (AD&D) professionals can apply Forrester's Total Economic Impact (TEI) methodology to address four critical questions in their CRM plans: What are the business benefits? What will it cost? Will it increase future flexibility? How will we mitigate risks? Compare your project with Forrester's benefit and cost benchmarks as a starting point. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • CRM Advocates Must Have A Compelling Business Proposition
  • Use TEI To Improve The Odds Of Success
  • Recommendations

  • The Discipline Of TEI Defines The Value Of CRM
  • What It Means

  • The Business Case Is The North Star For The CRM Road Map
  • Supplemental Material
  • Related Research Documents

Recommended Research