Best Practice Report

Reduce Technical Debt By Understanding CRM Capabilities Before RFP

Strategic Technology Selection Guide For Customer Relationship Management

May 3rd, 2023
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Linda Ivy-Rosser , Hannah Murphy

Summary

CRM is the foundational front-office technology that manages lead, opportunity, and customer data for marketing, sales, and customer service organizations. It enables enterprises to access a 360-degree view of customers in real time, driving personal experiences along the customer journey. This report is the essential guide to 1) advancing your business strategy by understanding how CRM delivers business value; 2) organizing its technology capabilities; and 3) conducting a value-based gap analysis before selecting a CRM.

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