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Building a CRM upgrade business case

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Ask The CRM Expert: Questions & Answers

Tools to quantify the business value and investment for CRM software

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My company is a Siebel vendor to one of Europe's leading CRM implementers. We have been providing Siebel solutions over the past three years to our client, including business analytics, design, development, support and testing. I would like to calculate the ROI of this project. What approach do you recommend, keeping in mind that our customer is the client itself? Any methodology would be greatly appreciated.
You can use several CRM-focused models to help you quantify the business value and estimate the investment required with CRM software. These tools are available at no charge via registration at Alinean.com.