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.
than 501 percent. (1) Popping Bubbles - Maximizing CRM ROI, CRM Today (2) IDC: The Financial Impact of CRM, February 2004 (3) The Blueprint for CRM Success, CRMGuru.com, December 2002 (4) CRM Quiz: Where's the ROI?, CFO Research Services and Saugatuck Technology May 2003 Creating a Cost-Benefit Analysis Assessing three categories—implementation costs, benefits, and risk—helps establish a business case for pre-project planning, and post-project success measurement. Implementation Costs Implementation