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

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