Making a CRM Business Case

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Writing a CRM business case can be a challenge. Since companies first started adopting CRM systems back in the early 90s, the landscape has changed significantly.

For example, cloud based solutions have made the management, accessibility and on-going support of the CRM database much easier and affordable.

This technology also means that the cost of implementing a CRM system has fallen too as the need for up-front investment in hardware is all but removed.

CRM is widely used by businesses to centralise all of their customer information and correspondence in one place – as a result, productivity is increased, customer satisfaction is improved and administration costs are reduced.

Sales departments are more efficient through the automation of sales process and improvement in forecasting and funnel management which ultimately increases sales.

Marketers can make their budget work harder by being able to accurately measure ROI from marketing activity and as a result become more accountable for their effort.

If you are working on a business case for CRM within your organisation then you’ll no doubt be aware that you need to answer two questions:

  1. How much money will it make/save?
  2. How much will it cost?

And the good news is that there are some resources available to help you answer these questions:

How much will it make/save?

There are lots of resources and independent research out there to help you answer this question. For example, one headline statistic from an independent research study concludes that CRM delivers an average ROI of 243%.

However, you can work out what specific savings/profits can be made for your business with this CRM ROI Calculator.

How much will CRM cost?

This question is a bit trickier because there are so many variables from different solutions, vendors and deployment options.

This CRM price comparison should help demonstrate the value for money that Microsoft Dynamics offers versus Salesforce and Oracle.

At Redspire our transparent pricing policy (we publish our consultancy fees online) means that you should be able to get an idea of what CRM costs and what scale of project you can get for your budget. If you need anything clarified, don’t hesitate to get in touch.