ROI on crm-implementation

Patrick

There is loads of information on ROI in CRM precisely because there is very little conclusive and accepted evidence – or at least little published material. On the whole, the people that are really making it work are keeping quiet about how they are doing it and the ROI they are getting for commercial reasons (competitive advantage etc.). One of our forthcoming E-business Briefings (http://www.e-consultancy.com/newsfeatures/newsletter/) will spill some of those beans...

For loads of relevant CRM resources either search the white papers section of this site on “CRM AND ROI” (go to http://www.e-consultancy.com/knowledge/whitepapers/search.asp) or try any of the CRM resources I mention at http://www.e-consultancy.com/forum/default.asp?v=499&p=3 - a search on ROI on the CRMGuru archives brings back a lot that you can probably use (Piece together this long URL: http://66.35.227.245/search97cgi/s97is.dll? site=388304708&collection=070c1511&resultcount=5&query=roi&action= filtersearch&image.y=7&image.x=28&subdir=/default/search.hts&filter=/default/search.hts)

A recent Gartner Group piece of research projected that 55% of all CRM software projects through 2005 will fail to produce the desired results. However, they, and others, still see CRM as *the* way forwards (for some insight have a look at their more recent research highlights e.g. page 20 of http://www4.gartner.com/1_researchanalysis/0101mrr.pdf or page 22 of http://www4.gartner.com/1_researchanalysis/0401mrr.pdf)

Otherwise for something nice and recent with plenty of usable stats and supporting resources try http://www2.cio.com/archive/050101/truth_content.html - a feature from May’s issue of CIO Magazine title “The truth about CRM” and there's also a fairly recent piece of research by The Alexander Group called "What Others Have Learned While Implementing CRM" at http://www.crmguru.com/features/etc/jstifler.html

Hope that helps. If you find anything particularly interesting or useful then do post it back here.

Ashley

On 15:41:34 25 June 2001 patrickruschmeyer wrote:
>Lately, I found an articel in the eConsultant, announcing
>shortly that there is plenty of research about the
>failures (or calculations) concerning the return on
>investment of crm-implementations. However, it would be
>great to
>get some detailed information on this topic, especially
>how the
>different software companies justify the amount of
>investment.
>
> Are there any recent studies?
>
> Does anybody have serious informations about my research?
>
>Would be great to get some help, posting some messages!