ROI White Papers

The Drivers of ROI: Abstract

This is a 20 page white paper that outlines the key drivers of ROI from and industry perspective.  The reality is that to achieve a return on investment, many elements must come together in a synergistic way.  This document provides a no-nonsense view of how to achieve demonstrable results in an industry that is fraught with failed attempts.

ROI, Rite of Passage vs. Map: Abstract

Due to the soft economy, companies are placing increased emphasis on ROI to approve IT expenditures.  But this knee jerk reaction suggests that ROI is simply a rite of passage, in other words, it is a gate that one must pass through to implement.  A well defined ROI is more like a road map in that it defines the destination and provides signs that keep the project on course.  This short article provides an expansion on this argument.

ROI for Training: Abstract

The budget for training is a commonly under funded element of most CRM initiatives.  When project teams and senior management are confronted with this situation, there is a tendency to take the easy way out, i.e. shortcut training.  The right decision is to ensure proper levels of training because to not do this, risks the success of the entire investment.

ROI & Operational Metrics: Abstract

This is a brief article that discusses the need to have meaningful operational metrics tied to the statement of ROI.  Without this linkage, ROI is a hope not a strategy.

Building the CRM Business Case

Statistical research demonstrates a clear correlation between senior manage-ment leadership and successful CRM initiatives.  To secure senior management leadership, CRM must be presented as an operational strategy that will facilitate profitable growth.  A solid business case plus senior management leadership is required to rally the organization around CRM.  A well designed business case will encapsulate an implementation road map that will help to keep the organization on track for success.

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