Customer Relationship Management (CRM) can be a complex and costly venture. Yet, many organizations drastically underestimate the Total Cost of Ownership (TCO) of a CRM solution. Additionally, they often harbor unrealistic expectations and miscalculate the real business benefits they expect to achieve. As a result, they often fail to realize a tangible, measurable CRM ROI (Return On Investment). Without the ability to justify the time and money spent on their CRM initiative, Information Technology (IT) and departmental managers may find themselves with reduced resources and project budgets.

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