DSC Tech Library
Customer Relationship Management
This section of our technical library presents information and documentation relating to CRM Applications and Customer relationship management software and products. Providing timely customer contact information is vital to maintaining successful business environment. Accurate information provided in an organized and thoughtful manner is the key to any business success.
TELEMATION, our CRM and contact center software, was built on this foundation. The ability to modify your Customer Relationship Management software is just as important in this ever changing business environment.
Our customer contact management and CRM call center software was developed initially with this concept.
Our Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.
The following article relates to the CRM industry.
CRM ROI: Creating a Business Case
By: Tom Pisello, Founder and CEO, Alinean
The Bottom Line
CRM solutions should focus on solving a specific sales issue, such as improving response rates, implementing self-service, or automating forecasting and accuracy.
Projected benefits should be twice the expected cost, to assure success.
Solutions should take less than six months to deploy. If more time is needed, phased roll-outs will drive a steady-state of success.
Solutions should provide a positive payback on the investment in less than twelve months from deployment.
Pre-project and post-project ROI analysis including net tangible benefits, intangible benefits and risk measurement is essential to assure success.
Tom Pisello, Founder and CEO, Alinean
Tom Pisello has been helping companies get more business value from IT investments for 15 years. He is founder and CEO of Alinean, which specializes in software, methodologies and tools for evaluating, presenting and measuring the value of IT investments through the use of benchmarking and ROI analysis.
Tom holds several software patents, is a regular contributor to many technology publications, is a featured speaker at major IT and management conferences, and has written several books on ROI and TCO analysis; his most recent is "IT Value Chain Management - Maximizing the ROI from IT Investments.”