Process of building a CRM Business Case

Here are the activities that go into building a business case for a CRM initiative:

• Agree on the high level business requirements with stakeholders
• Quantify costs and benefits – tangible and intangible
• Assess risk and mitigation strategies. Any decision maker wants to know the risks associated with the project – the risks of not doing the project as well as risks in doing the project.
• Evaluate solution options and document recommended options and criteria used
• Sell the business case internally

We will expand on these activities and discuss considerations around each one, in future posts. Stay tuned!