In our experience, for a company embarking on an internal study of CRM's estimated or achieved impact, it's at least a 3-5 week process to arrive at "the number". This depends on factors such as the availability of cross-functional executives to participate in the process, and whether there is someone dedicating most of their time to moving the project along until completion. The short-end of this range is achievable if a company has good baseline data in most of the metric areas impacted by CRM. For companies that use our "independent auditor" ROI measurement services at Peppers and Rogers Group, we typically can complete our ROI analyses within 3 weeks regardless of the level of baseline data available.
Dig Deeper on Customer relationship management (CRM)
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.