CRM ROI: Creating a Business Case
Tom Pisello - July 23, 2004

Introduction

Getting a read on the return on investment (ROI) of customer relationship management (CRM) from analysts is near impossible today. Several 2003 reports claimed the ROI from CRM implementations was dismal, with 8 out of 10 projects failing to deliver on ROI promises, and 50-70 percent typical project failure rates. Some of this year's reports are more optimistic, with about 52 percent of companies responding that their CRM initiatives generated an ROI between 51 percent and 500 percent, and 30 percent of respondents saying the return was greater than 501 percent...