Email Alerts
-
How to make customer experience strategy a priority
In this month's issue, discover how to get customer-facing groups to buy into customer experience management (CEM) and make it a priority, how employee satisfaction may or may not affect customer loyalty, and how CEM fits into a company’s overall str... E-Zine
-
Bridging the customer experience chasm Issue 1
e-Zine
-
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... Quiz
-
Creating a CRM vision: Tips to optimize CRM performance
This chapter on performance-driven CRM gives tips on measuring the ROI of CRM and establishing a CRM vision to ensure success after a CRM software implementation. Chapter Download
-
CRM failures: A review of problems and horror stories
In this chapter download from "CRM Unplugged," you'll find case studies of CRM failures and find out what businesses did wrong in their implementations. Chapter Download
-
Ask the Expert: Evaluating ROI for VoIP
Advice
-
The CRM Handbook: Ch. 7, Planning Your CRM Program
In this chapter, expert Jill Dyche offers essential tips to planning and executing a successful CRM initiative. Chapter Download
-
Half of Fortune 1000 won’t see ROI with social CRM, analyst predicts
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM. News | 14 Jun 2012
-
CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey | 21 May 2012
-
Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column | 03 Apr 2012
-
Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM. News | 09 Feb 2012
-
Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News | 10 Jan 2012
-
Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News | 21 Dec 2011
-
More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward. Column | 14 Dec 2011
-
Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News | 21 Nov 2011
-
Blog: Companies not getting social ROI -- yet
Many companies are not yet getting big payback from social CRM because they are spending most of their time monitoring their brand and competitor's activities. News | 14 Nov 2011
-
Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did. News | 31 Oct 2011
- See more News on CRM ROI
-
CRM ROI: Fact or fiction?
CRM ROI expert Tom Pisello offers advice on how to measure the return on investment of CRM. He breaks down CRM ROI into measurable components and gives guidelines on the costs, benefits and risks to consider when evaluating CRM ROI. Tip
-
Storage literally 'on the edge' gives new meaning to fault tolerance
With storage operations literally living on a cliff in California, preparedness keeps Sundt Construction's storage secure. Tip
-
Using benchmark reference facilities
This tip explores the option of using vendor benchmark facilities as part of your DW assessment. Tip
-
Who's really failing?
Is the dreaded CRM failure rate over-hyped? Tip
-
Increasing the ROI, minimizing the risk
In the DW industry, we are continuing to see the maturation of the value proposition and the management of risk. Tip
-
The maturation of the data warehousing industry, part 1
Do you remember when the Data Warehousing Industry was just getting started? Were you there? Tip
-
Calculating ROI for business intelligence
BI projects that require substantial resources encounter resistance, especially in this tough economy. Tip
-
Data warehouse ROI justification
Keep your data warehouse ROI justifications focused on the business value that using the data warehouse is producing. Tip
-
ROI for CRM analytics
CRM analytics promise a better understanding of your customers, but it can cost your company plenty. Tip
-
The quest for knowledge, power and ROI
Harnessing your data into a knowledge management system can be challenging, but promises long-term rewards. Tip
- See more Tips on CRM ROI
-
Measuring ROI for a CRM upgrade
In this tip, learn how to measure the ROI of a CRM upgrade and how to analyze net tangible benefits, intangible benefits and risk. Ask the Expert
-
Calculating risks and measuring return on CRM software with IRR and NPV
Read Tom Pisello's advice on calculating risks and measuring return on CRM, including advice on IRR and NPV in this tip. Ask the Expert
-
What's the difference between NPV and IRR?
Looking for a definition of IRR and ROI? Read advice from ROI expert Tom Pisello on how these two different metrics can be used to measure ROI for a CRM project. Ask the Expert
-
How should I be calculating IRR with SAP CRM?
If you are looking for an internal rate of return (IRR) calculator in SAP CRM, you won't find one. But there is a way to develop a way to calculate IRR yourself, according to expert Srini Katta. Ask the Expert
-
How should we be measuring customer equity on a balance sheet?
In this tip, Peppers and Rogers offer advice on measuring customer equity and how customer equity fits into the bottom line. Ask the Expert
-
Comparing net present value (NPV) and ROI for CRM projects
According to Tom Pisello, two projects can have drastically different advantages shown in net present value (NPV) and ROI. Learn why in this expert tip. Ask the Expert
-
ROI for a CRM analytics implementation
In this tip, Tom Pisello helps a bank manager calculate the ROI for an analytics implementation including data mining tools. Ask the Expert
-
Tools to quantify the business value and investment for CRM software
Learn how to quantify the business value and investment for CRM in this expert tip from Tom Pisello. Ask the Expert
-
Which CRM vendors have been proven to have a quick ROI?
What's the quickest way to CRM ROI? SaaS is one answer, according to expert Tom Pisello. Ask the Expert
-
Comparing ROI for multiple business initiatives
Trying to compare multiple projects requiring different investments? Use this formula from CRM ROI expert Tom Pisello. Ask the Expert
- See more Expert Advice on CRM ROI
-
cost center
A cost center is an organizational department or function that does not produce direct profit and adds to the cost of running a company but that is nevertheless crucial to the organization because it adds to profitability indirectly or fulfills some ... Definition
-
CRM (customer relationship management)
CRM (customer relationship management) is an information industry term for methodologies, software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. Definition
-
Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
-
Half of Fortune 1000 won’t see ROI with social CRM, analyst predicts
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM. News
-
CRM trends for 2012: Let us know what you think
Participate in SearchCRM's 2012 reader survey and help the editors write articles and create online resources that are targeted to your CRM needs. Reader Survey
-
Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column
-
Bridging the customer experience chasm Issue 1
e-Zine
-
Red Sox hit home run with custom Microsoft CRM app
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM. News
-
Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News
-
Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement. News
-
More disruption predicted for CRM software market
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward. Column
-
Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
-
Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News
- See more All on CRM ROI
About CRM ROI
This is the place for CRM ROI advice and tips on measuring return on investment of a CRM project. Find valuable management resources on how to develop an ROI methodology, determine how to calculate ROI for CRM and locate advice on how to plan for a good return with CRM. Also, learn the definition of ROI-related terms like internal rate of return (IRR), net present value (NPV) and payback.