E-Commerce

CRM's ROI -The True Picture

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Executive Summary

The return on investment (ROI) from CRM implementation is essential and needs to be measured as it provides a yardstick for success. CRM ROI can be termed as any of the following: Cost reductions or efficiencies created by the CRM implementation. Customer retention or customer loyalty. Possible customer value in the future that has been created due to CRM implementation. Most organizations have varied opinions about the measurement of CRM ROI. However it is often not as assumed. ROI is not as fluctuating or unpredictable as expected.

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