Best Practices: The Smart Way To Implement CRM SaaS Solutions

by William Band, Pete Marston

with Liz Herbert, Sharyn Leaver, Mary Ann Rogan

EXECUTIVE SUMMARY

CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software Survey, North America and Europe, Q3 2007, more than a third of IT software decision-makers in North America and Europe tell us that they are already using, or are interested in using or piloting, SaaS applications to support their customer-facing business processes. But CRM professionals worry about the true total cost of ownership (TCO) for SaaS, feel challenged by integration and customization issues, have qualms about data security, and find SaaS pricing models and contracts confusing. To understand the best practices for overcoming these challenges, Forrester interviewed CRM SaaS early-adopter companies and talked with leading CRM SaaS vendors and professional services organizations. Smart companies use five best practice strategies to succeed with CRM SaaS solutions: build a solid business case; negotiate a sound contract; use a proven implementation approach; establish strong data security procedures; and create robust governance and support structures

NOTES & RESOURCES

Forrester interviewed 16 individuals from user, vendor, and professional services organizations. User companies interviewed included: Citizens Financial Group, Equifax, High 5 Sportswear, IAC Search & Media, Polycom, Seagate Technology, Shaklee Corporation, and Symantec.