Home > Ask the CRM Experts > CRM ROI Questions & Answers > Calculating risks and measuring return on CRM software with IRR and NPV
Ask The CRM Expert: Questions & Answers
EMAIL THIS

Calculating risks and measuring return on CRM software with IRR and NPV

Tom Pisello EXPERT RESPONSE FROM: Tom Pisello

Pose a Question
Other CRM Categories
Meet all CRM Experts
Become an Expert for this site


CRM and call center FAQs
Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


>
QUESTION POSED ON: 06 November 2007
Is internal rate of return (IRR) or net present value (NPV) a better metric for calculating risks and measuring return on a CRM system?

>
EXPERT RESPONSE
As discussed in prior Q/As, there are generally five key measures to summarize the risk and reward value of a project. They include ROI, NPV, risk-adjusted ROI, IRR and payback period. Each analyzes the cash flow of project including the costs (investments) and benefits over time. Each metric has strengths and weaknesses hence one measure is typically not enough to base a significant decision upon. In short an overall financial business case would be the best option.

The main difference between IRR and NPV is depicted in the formulas below and explained.

IRR
IRR is often used in capital budgeting. It is the interest rate that makes net present value of all cash flow equal zero. It is primarily the value another investment would need to generate in order to be equivalent to the cash flows of the investment being considered.

The discount rate (r) is necessary to drive the NPV formula to zero:

discount

The benefit to IRR is that illiterates overall returns in clear percentage terms and its great for comparing project returns head to head. However it does not indicate the level of investment required up-front or the overall dollar value of returns.

NPV
The NPV, also referred to as the time value of money, essentially measures the value today of cash received at a future date given an interest rate. The NPV of an investment tells you how an investment compares either with your alternative investment or with borrowing. A positive net present value represents an investment that may be a good option.

A negative net present value means your alternative investment, or not borrowing may be a better option.

Example:
If you have to spend $100.00 today, you have to get $152.09 back in three years to be equivalent at a 15% interest rate. The 15% can be viewed as a discount rate, converting the $152.09 benefit in three years, back into $100.00 today.

Measuring

Measuring NPV puts the net benefits of project into today's dollar terms. The benefits to using NPV include a true representation of savings over an analysis period. However, NPV does not highlight how long it can take to get positive cash flow and only portrays net savings not the ratio of Investments (costs) to savings.


Digg This!    StumbleUpon Toolbar StumbleUpon    Bookmark with Delicious Del.icio.us    Add to Google


RELATED CONTENT
CRM ROI
What's the difference between NPV and IRR?
Measuring ROI for a CRM upgrade
How can we quantify ROI for a customer loyalty program?
Comparing net present value (NPV) and ROI for CRM projects
Should I use a combination of IRR, NPV and payback for capital budgeting?
How can I calculate internal rate of return (IRR)?
Tools to quantify the business value and investment for CRM software
ROI for a CRM analytics implementation
Comparing ROI for multiple business initiatives
Adding workforce management tools to ROI calculation

CRM ROI
CRM ROI quiz
What's the difference between NPV and IRR?
Measuring ROI for a CRM upgrade
A CRM business case can ensure success post-implementation
Was Sprint's decision a good CRM move?
Creating a CRM vision: Tips to optimize CRM performance
How should I be calculating IRR with SAP CRM?
How should we be measuring customer equity on a balance sheet?
How can we quantify ROI for a customer loyalty program?
Comparing net present value (NPV) and ROI for CRM projects

RELATED GLOSSARY TERMS
Terms from Whatis.com − the technology online dictionary
cost center  (SearchCRM.com)

RELATED RESOURCES
2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems
Search Bitpipe.com for the latest white papers and business webcasts
Whatis.com, the online computer dictionary



Search and Browse the Expert Answer Center
Search and browse more than 25,000 question and answer pairs from more than 250 TechTarget industry experts.
Browse our Expert Advice

About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy
  TechTarget - The IT Media ROI Experts