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For Application Development & Delivery Professionals

Assess CRM Capabilities To Pinpoint Opportunities

January 6, 2016

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This is the Assessment report in The CRM Playbook For 2016.

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Why Read This Report

This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social computing and mobility are challenging how organizations manage their customer interactions. Use Forrester's best practices framework for CRM to understand how your organization compares to more than 150 best practices and identify where you can achieve quick wins. Apply the framework and the self-assessment tool to improve your current CRM initiative or to start new projects. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This time, we found that only light changes were necessary and updated it accordingly as of December 2015.

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Also in Collection: Forrester's Best Practices Framework For CRM

Table of Contents

  • CRM Initiatives Flounder Without Focus
  • Four Key Elements Comprise A Successful CRM Strategy
  • Assess Your CRM Capabilities
  • Define Your Strategy
  • Redesign Your Processes
  • Leverage Technology
  • Lead Your People
  • Take Action Now
  • RECOMMENDATIONS

  • Make The Most Out Of The Best Practices Framework For CRM
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