| Publisher | Hewlett-Packard | ||
|---|---|---|---|
| Format | 1.1MB PDF | Date added | 01 Feb 2002 |
| Topics | ROI - TCO | ||
| Downloads | 68 | ||
Customer Relationship Management (CRM) applications automate the sales, marketing and services functions to provide a 360-degree view of the customer and enable enterprises to be more customers focused. And "Interest in CRM continues to grow, despite the [economic] downturn." But whether starting from scratch or expanding an existing CRM implementation, understanding how CRM impacts Return On Investment (ROI) is more critical than ever. This paper outlines an approach for evaluating the ROI of a CRM initiative. It provides a seven-step process for conducting a ROI analysis and presents critical project factors that must be well managed to ensure anticipated returns are achieved.
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