Re: CRM

> Question:
> Has anyone done a ROI analysis for any Customer Relationship Management
> solutions? We are looking into implementing a CRM but like to know how
[Quoted] > others usually measure ROI for this kind of solutions. Any advice will
be> appreciated.
My analisys.
> First it is really important understand the CRM scope. CRM scope is
contact management , intelygence management , process management and marketing _at_ sales management. The results are mesurable ones and quality ones . The mesurable results can me resumed in sales increase . We can measure customer satisfactions and other things but for ROI I believe Sales increase is the one really care.
As investments it is really important to include the one time cost , the maintenance cost and algo the operation cost (reduced) . As on time cost it is really important the HW , SW , consultant and everything related to callcenter , datawarehouse , telepnony , system integration , reengineer .

It is not simple . There is a lot of philosophy about IT investments and ROI , increase of sales , business and so on. I really believe thar reengeneering the business process with technology , information , human resources and organizatinal habiliters are the only way to be sure IT will help the business.

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