Return on Investment for CRM Systems Remains Elusive

December, 2002

Customer Relationship Management (CRM) systems are approaching their tenth birthday and, even so, there is still a lot of confusion over what constitutes a CRM system. In a recent article by Richard Forsythe of the CRM Forum, he states that one of the most common queries he receives is â€œwhat is CRM all about?â€

In light of that, it is not surprising that achieving a positive ROI for CRM is still a difficult challenge. In a recent survey conducted by Computer Economics, only 23% of the respondents stated they have achieved a positive return on the time, effort, and technology costs they have invested in building a CRM system.

HL 0103 - Return on Investment for CRM Systems Remains Elusive

January 2002

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Return on Investment for CRM Systems Remains Elusive

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