AAA MA High - level Business Case-updated January 05

AAA MA High - level Business Case-updated January 05 - AAA...

Info iconThis preview shows pages 1–4. Sign up to view the full content.

View Full Document Right Arrow Icon
CRM HIGH-LEVEL BUSINESS CASE -Draft- Prepared by ISM, Inc. and AAA Mid-Atlantic Updated January 2005 Highlights A unified CRM systems and business process approach to enhance AAA Mid-Atlantic’s ability to serve customers. Project Costs (includes hard costs for software and hardware, plus soft costs related to people, training and business process improvement) of approximately $6 million over the 2003 to 2007 time frame. Cumulative revenue increase of approximately $20.7 million over the 2003 to 2007 period. Cumulative gross profit of approximately $6.4 million over the 2003 to 2007 period. Cumulative cost savings resulting from more efficient and effective sales, marketing and customer service efforts as well as reduced turnover of approximately $2.8 million. Total net return as of year 2007 of approximately $3.2 million. AAA Mid-Atlantic
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Table of Contents I. Executive Summary ...................................................................................................................................... 3 1.1 Introduction and Current State ................................................................................................................ 3 1.2 Future State ............................................................................................................................................. 4 1.3 CRM Value Proposition ......................................................................................................................... 5 Enhanced Productivity .................................................................................................................................. 5 Increased Revenue ........................................................................................................................................ 6 Cost Savings ................................................................................................................................................. 6 Superior Associate Morale ......................................................................................................................... 7 Better Customer Knowledge ....................................................................................................................... 7 Improved Customer Loyalty/Retention and Market Share ........................................................................... 8 1.3 Cost/Benefit Analysis ............................................................................................................................. 8 II. Appendices ................................................................................................................................................... 9 Appendix 1: CRM Project Costs .................................................................................................................. 9 Appendix 2: Detailed Cost/Benefit Analysis ............................................................................................. 10 2
Background image of page 2
I. Executive Summary
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 4
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

Page1 / 10

AAA MA High - level Business Case-updated January 05 - AAA...

This preview shows document pages 1 - 4. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online