Speaker: Michael Smith
Location: Westin Kierland - Kierland Ballroom 3
Session Type: Track Session

In today’s economy, senior business executives require measurable financial benefits before approving any new investments. Many people feel that CRM results in “soft” benefits that are hard to quantify. In this session, we present our research on how to quantify the benefits of your CRM initiatives and ensure a common understanding of the projects' objectives among the key stakeholders. Session Takeaways: 1) Turn soft benefits into hard currency ROI. 2) Involve the three primary stakeholders in evaluating CRM opportunities: - Business process owners - IT enablers - Financial stewards 3) Performance post-implementation evaluation to ensure benefits are realized.