Summary
Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value from those solutions. The move to the cloud will force application development and delivery (AD&D) pros to reconsider governance to take agile development methodologies into account. This report defines SaaS CRM solution governance practices during each phase of the project lifecycle — planning, implementation, and ongoing development — and includes best practices for managing cloud solution vendors.
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