CRM ROI quiz

For many years, the return on investment (ROI) from CRM implementations was dissapointing -- at one point, analysts suggested that eight out of 10 projects failed to deliver on ROI promises. Today's reports are more optimistic, and many organizations claim that their CRM initiatives have exceeded ROI expectations. In any case, there's still a lot to learn about ROI for CRM. Take this quiz to test your knowledge of ROI, learn the definitions for various metrics used with ROI calculations, including internal rate of return (IRR) and net present value (NPV), and read expert advice on how to get ROI from your CRM projects.

1. True or False? According to Gartner, businesses that take the time to build a business case and carefully measure ROI have better success with their CRM projects.

Required Question

	True
	False

2. True or False? Most companies agree that when it comes to determining the potential ROI of CRM, intangible benefits are more significant than cost savings.
Required Question

	True
	False

3. According to some experts, before embarking on a CRM project, organizations should define a formal business plan. Which of the following should not be assessed in the business plan?

Required Question

	Costs
	Tangible benefits and intangible benefits
	Risks
	Evaluation criteria

4. When calculating ROI for a CRM upgrade, what timeframe is appropriate? Required Question

	Three months
	Six months
	12 months
	24 months

5. True or False? The calculation for ROI is: ROI = (benefits – investments)/investments * 100%
Required Question

	True
	False

6. When implementing or upgrading a CRM system, what should your projected cost benefit be? Required Question

	The expected cost of the upgrade/implementation
	Twice the expected cost of the upgrade/implementation
	Four times the expected cost of the upgrade/implementation
	You cannot project the costs for an upgrade/implementation

7. According to a Gartner survey of clients who have implemented (or are in the process of implementing) CRM, what percentage has performed an ROI analysis?

Required Question

	Less than 10%
	Less than 25%
	Less than 50%
	More than 50%

8. True or False? According to some experts, companies that have the most CRM success assign a CRM manager to steer the project. The CRM manager's role ends once the implementation ends.
Required Question

	True
	False

9. Internal rate of return (IRR) is the interest rate that makes net present value (NPV) of all cash flow equal zero. IRR is often used in capital budgeting. What is the benefit to measuring IRR?

Required Question

	It's easier to calculate than ROI
	You can measure it earlier than ROI
	You need to find it in order to calculate NPV
	You can easily compare project returns head-to-head using IRR

10. True or False? Between two CRM projects, if project X has a better NPV than project Y, project Y cannot have a better ROI than project X.

Required Question

	True
	False


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