Monday, 27 August 2007

Forrester Gives Out CRM Best Practices

Forrester Research has released a CRM best practice framework that reveals 150 best practice capabilities. The best practices are organised into four categories: strategy, process, technology and people.

Besides the best practices the research firm has introduced a self-assessment tool for companies to improve current CRM initiatives or start new projects. It said the two most common pitfalls of CRM programmes are that they have no focus on business value and that they fail to pay appropriate attention to business process and people issues.