Forrester's FastForward CRM Capabilities Best Practices Self-Assessment

The Forrester Best Practices Framework for CRM defines the critical capabilities necessary for building high quality customer relationships. The framework distills findings from our interviews with 101 user companies, analysis of 33 CRM vendor solutions, and insights from discussions with 29 CRM professional services organizations. The framework comprises 11 sets of capabilities across four categories ' comprising 150 best practices.This diagnostic tool is designed to evaluate your capabilities against 150 CRM best practices. Use the framework and self-assessment to improve your current CRM initiative or to jump-start new projects.