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Is CRM Worth It? March 01, 2004 (InfoWorld) Even as CRM continues to weave itself into the fabric of corporate culture, critics are questioning whether it's worth all the time, money, and effort. But according to "The Financial Impact of CRM," an IDC study released this month, the majority of respondents garnered between 51% and 500% return on investment. More startling, about a third reaped returns above 501%. That is not to say, however, that every CRM implementation worked wonders: 19% of the companies surveyed generated less than 50% ROI. IDC found that technology savings made up only 7% of the return, while productivity and business process enhancements account for 51% and 42%, respectively. |
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