CRM Program Cost Benefit Analysis

CRM Program Cost Benefit Analysis - CRM Project Costs 2004...

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CRM Project Costs 2004 2005 2006 2007 TOTALS '04-'07 CRM Software (1) $0 $198,000 $35,640 $35,640 $269,280 Hardware (2) $0 $0 $0 $0 $0 Training (3) $0 $59,400 $59,400 $59,400 $178,200 Communications (4) $0 $0 $0 $0 $0 Consulting (5) $195,000 $50,000 $25,000 $0 $270,000 External CRM costs (6) $0 $131,670 $66,330 $0 $198,000 Internal Costs (7) $0 $71,000 $142,500 $62,500 $276,000 Subtotal $195,000 $510,070 $328,870 $157,540 $1,191,480 Contingency (8) $0 $51,007 $32,887 $0 $83,894 Total Annual Costs $195,000 $561,077 $361,757 $157,540 $1,275,374 Assumptions: 1. CRM software costs $.9K/user (220 users) in 2005 and 18% maintenance in 2006 and 2007; maintenance cost continues in successive years. 2. Application server, $10K/server. 3. Training equals 1.5x software costs over 5 years ($?) distributed evenly per year. 4. No additional communication charges associated with CRM project 5. ISM’s CRM roadmap and related consulting services, including business process work. 6. External CRM professional services firm (usually CRM vendor or partner) to do implementation;
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CRM Program Cost Benefit Analysis - CRM Project Costs 2004...

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