How To Risk-Proof Your CRM Business Processes

In today's difficult economic climate, CRM professionals cannot afford failed business process and technology projects. To pinpoint the real-world pitfalls that can trip up CRM initiatives, Forrester surveyed 133 organizations using one of 24 leading CRM solutions. Over one-quarter of the problems reported were related to business processes. Looking deeper into this category of dangers, we found the most significant threats to be technical integration issues (48%); a lack of sound business process design (31%); and a need to customize solutions to fit unique customer management requirements (21%). Use Forrester's CRM project risk evaluation criteria and self-assessment tool to anticipate, and remediate, problems applying best practices. Also apply our five principles for CRM success to get the most value, with the least risk, from your customer management projects.