Best Practice Report

Forrester's Best Practices Framework For CRM

Use Our CRM FastForward Self-Assessment To Achieve Quick Wins

August 24th, 2007
William Band
With contributors:
Sharyn Leaver , Mary Ann Rogan


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.

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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.