CRM / Call Center Topics:
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.
News:
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Forrester offers ways to mine more value from CRM implementations
21 May 2009
Article - Companies looking to get more value from their existing CRM implementation without spending more should focus on user training and hidden functionality, according to Forrester.
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Is it worthwhile to consolidate applications on one vendor's stack?
24 Mar 2009
Article - The "one throat to choke" versus "vendor lock-in" debate is getting more attention as the recession offers an opportunity for significant software deals.
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Home Shopping Network gets ROI from a Siebel 8.0 upgrade
07 Oct 2008
Article - Savings in maintenance and hardware costs were enough to convince the Home Shopping Network to upgrade from Siebel 6.2 to 8.0, but it was not an easy project.
Expert Technical Advice:
1 - 3 of 32CRM CRM ROI Experts
- Paul Greenberg, President, The 56 Group
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- Paul Baumgartel, Senior Database Administrator and Consultant
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- Tom Pisello, CEO/President, Alinean
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How to calculate workforce management ROI and benefits for the call center
Ask the Expert - Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.
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Calculating risks and measuring return on CRM software with IRR and NPV
Ask the Expert - Read Tom Pisello's advice on calculating risks and measuring return on CRM, including advice on IRR and NPV in this tip.
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Measuring ROI for a CRM upgrade
Ask the Expert - In this tip, learn how to measure the ROI of a CRM upgrade and how to analyze net tangible benefits, intangible benefits and risk.
Reference & Learning:
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CRM ROI quiz.
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...
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Creating a CRM vision: Tips to optimize CRM performance
Chapter Download - 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.
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CRM failures: A review of problems and horror stories
Chapter Download - 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.
Definitions:
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cost center
10 Aug 2006
Word - 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...
CRM Solutions presents CRM ROI research, webcasts and CRM ROI news articles