Demystifying the ROI of CRM

Dickie, Jim
August 2005
CRM Magazine;Aug2005, Vol. 9 Issue 8, p20
Trade Publication
Presents advice to executives on determining returns on investment in customer relationship management (CRM) technology. Advantage of calculating the costs of not investing in CRM solutions; Role of problem identification in CRM evaluations; Background on CRM studies conducted by CSO Insights.


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