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For Application Development & Delivery Professionals

Quantify The Business Value Of CRM

Business Case: The CRM Playbook

March 3, 2021

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This is the Business Case report in The CRM Playbook For 2021.

Why Read This Report

CRM initiatives must not only be technically sound but must also answer the 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? Start by comparing your project against Forrester's benefit and cost benchmarks. 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

  • 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 Roadmap
  • Related Research Documents

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