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Forrester offers ways to mine more value from CRM implementations
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. Article
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Is it worthwhile to consolidate applications on one vendor's stack?
The "one throat to choke" versus "vendor lock-in" debate is getting more attention as the recession offers an opportunity for significant software deals. Article
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Home Shopping Network gets ROI from a Siebel 8.0 upgrade
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. Article
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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
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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
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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
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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
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A CRM business case can ensure success post-implementation
Businesses that take the time to build a business case and carefully measure ROI have better success with their CRM projects, according to Gartner. Article
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Was Sprint's decision a good CRM move?
Sprint's decision to cut loose 1,000 subscribers who made frequent calls to customer service has been met with scorn from consumers but praise from some CRM experts. Article
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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