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For Application Development & Delivery Professionals

Quantify The Business Value Of CRM

May 11, 2016

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

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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.

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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 Road Map
  • Supplemental Material
  • Related Research Documents

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