New & Notable
CRM ROI News
June 14, 2012
Gartner predicts only half of Fortune 1000 companies will see return on investment from social CRM.
April 03, 2012
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.
February 09, 2012
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.
January 10, 2012
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
CRM ROI Get Started
Bring yourself up to speed with our introductory content
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 ... Continue Reading
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... Continue Reading
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. Continue Reading
Evaluate CRM ROI Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
CRM platform buyers have a range of options. This tip outlines some considerations if you're buying or upgrading a CRM system. Continue Reading
How do you crack the contact center productivity code? Expert Donna Fluss explains why workforce management applications are more important than ever. Continue Reading
Columnist Denis Pombriant is excited about the potential of social media, mobile technology and analytics used together, but he’s hoping for some new ways to measure them. Continue Reading
Manage CRM ROI
Learn to apply best practices and optimize your operations.
True innovators recognize that customer engagement is at the heart of successful customer service. Continue Reading
Companies need to be ready to interact with customers via many different contact points to foster better engagement. Continue Reading
Put the voice of customers at the center of what defines a meaningful customer experience. Don't get distracted by the capabilities of the technology. Continue Reading
Problem Solve CRM ROI Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Third-party support provider Rimini Street is adding support for Oracle E-Business Suite, with its first customers starting in a charter program at the beginning of next year. Continue Reading
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. Continue Reading
In this tip, learn how to measure the ROI of a CRM upgrade and how to analyze net tangible benefits, intangible benefits and risk. Continue Reading