What Is The Smart Way To Implement CRM SaaS Solutions?
Air Date: Friday, June 06, 2008
Cost: $250
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Presented By:
William Band
Vice President, Principal Analyst
Forrester Research, Inc.
Who should attend: Business Process & Applications professionals and Marketing Leadership professionals
Description:
CRM software-as-a-service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. More than one-third of IT software decision-makers in North America and Europe tell us 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 16 early-adopter customers, CRM SaaS vendors, and professional services organizations.
Learn about the 23 best practices required for CRM SaaS success and the 17 pitfalls to avoid.
Agenda:
- Build the right business case.
- Negotiate the right contract.
- Follow the right implementation approach.
- Adopt the right data security procedures.
- Establish the right support structure.
Vendors mentioned: Blue Roads, Microsoft CRM, NetSuite, Oracle CRM On Demand, Pivotal On Demand, RightNow, SageCRM, and salesforce.com.
Technical requirements:
An Internet connection and a one-time download of the WebEx™ Player are required.
