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Forrester highlights CRM best practices

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Cambridge, Mass.—Forrester Research on Friday released a Best Practices Framework for CRM that addresses 150 best practice capabilities. The best practices are organized into four categories: strategy, process, technology and people.

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

Forrester said the framework is based on interviews with more than 100 user companies, in-depth analysis of 33 vendor solutions and interviews with 29 CRM professional services providers.

—Carol Krol

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