Business Case Report

Quantify The Business Value Of CRM

Business Case: The CRM Playbook

March 3rd, 2021
With contributors:
Daniel Hong , Hailey Colin , Peggy Dostie


CRM initiatives must not only be technically sound but must also answer the question, “What will we get for our money?” What are the business benefits? What will it cost? Will it increase future flexibility? How will we mitigate risks? Start by comparing your project against Forrester’s benefit and cost benchmarks. This report describes how application development and delivery (AD&D) professionals can apply Forrester’s Total Economic Impact™ (TEI) methodology to address four critical questions in their CRM plans.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.