Gartner Research

How to Manage SaaS CRM Upgrades

Published: 04 May 2018

ID: G00352372

Analyst(s): Sean Kenefick , Kyle Davis


SaaS CRM applications enable business agility, but continuous vendor updates require technical agility for stability and availability. Technical professionals responsible for CX and CRM implementations can use this research to develop successful risk assessment, test and deployment processes.

Table Of Contents

Problem Statement

The Gartner Approach

  • Managing SaaS CRM Upgrades: Guidance Framework

The Guidance Framework

  • Step 1: Complete a SaaS CRM/CX Application Portfolio Discovery Exercise
    • Identify CRM Users and Use Cases in Your Organization
    • Work With Business Leaders/Users to Understand and Quantify the Business Priorities
    • Diagram Your CRM/CX Integration Architecture to Identify Interdependencies
  • Step 2: Develop a Risk Profile and Scorecard
    • Identify Risk Factors Unique to Your Organization
    • Quantify and Weigh Risk Factors From the SaaS CRM Inventory List
  • Step 3: Map Vendor Release Cadence and Policy
    • Document the Scheduled Release Cadence for Your SaaS CRM Products
    • Build a Change Management Process for Unplanned Maintenance and Security Releases
  • Step 4: Testing Vendor-Introduced Changes
    • Develop Test Automation Skills
    • Identify Test Environment Options
    • Validating Integrations With Other CRM Applications
    • Document Testing Options and Their Applicability for Testing Different Upgrade Types

Risks and Pitfalls

Gartner Recommended Reading

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