CRM ROI
1. Revenue Enhancements
• Improved customer retention (measure reduction in lost customers, or increase in re-order percentages)
• Increased cross-selling (measure number of products sold across product lines per customer)
• Reduced lost sales due to stock-outs (due to immediate ordering vs. lag time of x days)
2. Margin Enhancements
3. Cost Reductions
• Reduced customer acquisition costs (e.g. measure number of calls required to generate/qualify a lead)
• Decrease in cost of sales (by increase in sales team productivity, reduction in proposal generation time, improvement in order configuration accuracy etc… – measure these individual elements to assess decrease in cost of sales)
• Decreased cost to retain and serve customers