Everybody gets that procuring and implementing software isn’t the same as procuring and implementing hardware. I’ve been writing endlessly about how CRM is different from other enterprise software — not technologically, mind you, but in terms of the business drivers and the mechanics of the cost-benefit equation.
So why does everyone try to make CRM business cases the same way they would for an HVAC system upgrade? Well, part of the reason is that many businesses spend less on IT than they do on heating and energy, so they don’t feel they have to be thatcareful. Plus, everyone wants to use the financial analysis tools and methods perfected in other parts of the business (say, the factory, the distribution system or the network) rather than starting from scratch. Blindly applying financial rules and methods from other parts of the business to CRM projects yields crummy decisions — and crummy assumptions lead to crummy results.
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(Insider Story)
Read More from This Article: 3 reasons CRM financial analysis always fails
Source: News