For many years, the return on investment (ROI) from CRM implementations was disappointing -- 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.

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This was first published in January 2008

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