Forrester's Best Practices Framework For CRM

By 2010, organizations around the world will spend $11 billion annually on customer relationship management (CRM) solutions. Smart companies are selective about how and where they invest resources. How can you make sure your company gets the best return from its investment in CRM? Forrester developed a framework that includes 150 best practice CRM capabilities, organized into four categories: strategy, process, technology, and people. The framework is based on interviews with more than 100 user companies, in-depth analysis of 33 vendor solutions, and discussions with 29 CRM professional services providers. To help understand how your organization stacks up against these best practices and to identify where you can best achieve quick wins, we created the Forrester FastForward self-assessment for CRM. Use the framework and self-assessment to improve your current CRM initiative or to jump-start new projects.