Gartner Research

CRM Economics: Figuring Out the ROI on Customer Initiatives

Published: 07 May 2001

ID: G00102426

Analyst(s): Beth L. Eisenfeld

Summary

CRM requires a large investment in technology, labor resources, consulting services and training. We discuss CRM total cost of ownership and how enterprises will factor in business benefits to build a compelling ROI-based project justification.

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