CRM Project - where do you start?


A vital, but often overlooked, step in any CRM project is calculating expected return on investment (ROI). Doing this successfully will ensure your implementation is aligned to specific business requirements so that all involved have clear and realistic expectations. It also allows you to allocate an appropriate budget and then check periodically to ensure you are achieving the expected return. Skipping this vital step is a key reason for CRM failure. So where do you start?

Know what you want

In simple terms, it involves gaining an understanding of the outcomes you want to achieve and the level of investment needed to achieve those outcomes. In broad terms there are four types of outcome that result from CRM:

  1. Revenue growth
  2. Enhanced customer service - leading to improved customer retention
  3. Streamlined business processes - delivering lower costs or greater efficiencies
  4. Improved management of information - allowing for better decision-making.

Evaluate the ROI of a CRM implementation with Workbooks online calculator

Return on investment (ROI) is not a difficult concept to understand in its most basic form. When you invest money into something, you want to get back what you invested and hopefully make money off of it too.

But for many calculating the ROI of a CRM implementation can be a frustrating exercise. In order to reduce this frustration, Workbooks has created an ROI calculator that lets you explore for yourself at a high level, some of the financial benefits you can expect from implementing CRM, providing you with a starting point to focus the minds and drive expectations. 

Introducing the ROI Calculator


We originally created the ROI calculator as a spreadsheet model after customers reached out to us for help in obtaining final sign-off for their CRM initiative. After the spreadsheet became popular we decided to create an interactive online version, which has the benefit of being faster and more user-friendly. Yes it is high level and we would encourage you to still dig deeper into the details but it is a good tool to start putting some initial numbers behind the initiative.

The ROI calculator works by scoring yourself out of ten on three criteria, which is used to compute against your total sales to provide a projected financial benefit of a CRM implementation. The financial figure is broken down across new business, existing business and sales management whilst also showing the full workings behind the calculation.

Interested in running the numbers? Click on the following link:  Access The CRM Calculator

Marketing ROI - Understand Your True Profit Margin

Adopting a fully integrated web analytics and CRM approach, is the only way organizations can truly understand Marketing ROI.

marketing roi

The overall objective here is to easily understand what’s working and what isn’t, so that marketers can better allocate marketing budget towards those keywords, channels and platforms that achieve a more realistic and useful Key Performance Indicator.
  • Is the number of web leads a good KPI to work from?
  • Is the number of qualified opportunities and ultimately sales revenue a more helpful measurement?