The Total Economic Impact™ Of CRM: Benchmark Data For Building Your Business Case

The need to build a sound business case to prove value before investing in CRM process and technology changes — what Forrester calls Total Economic Impact™ (TEI) — is a perennial topic of inquiries from our clients. They tell us that during difficult economic times they need bulletproof financial arguments to get funding for their projects. They want to know how to pinpoint the best opportunities for creating business value and how to put the right metrics in place to track their success.

Every CRM business case must answer four critical questions: What are the business benefits? What is the impact on IT or project costs? Is future flexibility increased or decreased? How will risks be mitigated?

In this Webinar, we share Forrester's approach to business justification for CRM initiatives. We've assisted dozens of clients in developing a business case for investing in CRM technology solutions and compiled a database of benchmark values that you can use to estimate the economic impact of CRM.

Agenda:

• Using the TEI approach build your business case for CRM
• Defining the three categories of project benefits: revenue lift, productivity gains, cost savings
• Calculating the three types of investment costs: IT infrastructure, labor, and training
• Understanding the four types of risk: business disruptions, cost overruns, applications deficiencies, and impact on other systems
• Using benchmark data to populate the CRM business case model to estimate benefit, cost, and risk