Business Intelligence

Estimate The ROI Of A Better Online Customer Experience In Six Steps

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Executive Summary

Proving the business value of a better online experience is a top priority for Web customer experience leaders. To help, we've identified a six-step process that lets even financial novices model ROI for Web customer experience projects:

  • Document wanted improvements
  • Define expectations of improvements to change customer behavior
  • Assign a financial value to each behavior
  • Estimate best & worst-case scenarios
  • Estimate Cost
  • Create a spreadsheet of "what if" scenarios" to provide a realistic potential ROI range

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