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Essay Details:
Essay text:
Sources of ROI attributable to a CRM implementation arise from three general areas:
1. Creation of a long term knowledge asset or "corporate sales memory".
2. Increased sales revenue (by improving market share and/or customer share).
3. Decreasing sales costs through increased efficiency.
There are sometimes other down stream returns that result from the introduction of a CRM system. For example, collections may be improved or staff turnover reduced. Sources of ROI can be either hard or soft. Hard returns are easily attributable to the CRM system, are tangible and quantifiable. Soft returns are the obvious benefits that fail to pass the criteria for hard returns...
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