CRM Glossary
Return On Investment (ROI)
The calculation of how much money will be saved or earned as a result of the investment in a CRM solution. An
ROI analysis should be prepared at the start of a CRM initiative. After a predetermined period of time has past
from the date the CRM solution was launched, measurements are made to compare the benefits gained against
the implementation costs.
CRM relevance: Highly relevant.
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