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Making the Business Case for CRM

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CRMs offer extensive toolsets and capabilities that can provide your organization immense value. However, understanding all the ways your organization can reap these powerful benefits isn't always an easy thing to do. To help solve this mystery, it's important to focus on the outcomes that impact customer experience and translate how those outcomes can reduce costs, improve revenue or create new opportunities through innovation and intelligence. Consider the following Business Value Metrics that both directly impact customer experience and the bottom line. Mystery Solved: Using Business Value Metrics to Understand the True Value of Your CRM Investment 01. cloud@appirio.com | 888.680.7227 | www.appirio.com © 2019 Appirio, Inc. Cost Reduction by avoiding spend that would otherwise occur. Revenue Improvement by realizing wins that wouldn't otherwise occur. Innovation and Intelligence by allowing action on decisions that otherwise wouldn't occur. 01. Business Value Metrics that directly improve your bottom line • Decrease Average Cost per Customer • Reduce Sales Cycle Time • Decrease Time on Administrative Tasks • Decrease Time for Approvals 01. Business Value Metrics that directly improve your bottom line • Increase Win-Rate • Increase Sales Margins • Increase Revenue of Existing Customers • Increase Cross-Sell / Up-Sell Opportunities 02. Business Value Metrics that indirectly improve your bottom line • Increase Automation of Sales Activities • Increase Number of Calls / Visits • Increase Compliance Rates • Decrease Error Rates 02. Business Value Metrics that indirectly improve your bottom line • Increase Number of Prospects • Increase Sales Pipeline / Requests • Increase Number of New Customers • Retain Existing Profitable Customers Increase Average Time on Sales Strategy Increase Sales Team Quota Achievement Decrease Lost Opportunities from Resource Constraints Decrease Lost Opportunities from Lack of Sales Collaboration

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