Companies need to implement serious yardstick work when seeking to evaluate CRM-software investments. This involves creating a cost-benefit analysis, determining the tangible and intangible benefits, and the risks involved with CRM implementation.
ROI: Creating a Business Case 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.(1) Some of this year''s reports are more optimistic, with about 52 percent of companies responding that their CRM initiatives generated an ROI