ELG High - level Business Case-updated Oct 8 2003

ELG High - level Business Case-updated Oct 8 2003 -...

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CRM HIGH-LEVEL BUSINESS CASE Draft Prepared by ISM, Inc. and ELG September 2003 Highlights A unified CRM systems and business process approach to enhance ELG’s ability to serve customers. Project Costs (includes hard costs for software and hardware, plus soft costs related to people, training and business process enhancement) of approximately $2 million over the 2003 to 2006 time frame. Cumulative revenue increase of approximately $9.5 million over the 2003 to 2006 period. Cumulative gross profit of approximately $3.8 million over the 2003 to 2006 period. Cumulative cost savings resulting from more efficient and effective sales, marketing and customer service efforts of approximately $1 million. Break-even achieved within 22 months from start of implementation (in three phases). Total net return as of year 2006 of approximately $2.8 million. Education Lending Group
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Table of Contents I. Executive Summary ...................................................................................................................................... 3 1.1 Introduction and Current State ................................................................................................................ 3 1.2 Future State ............................................................................................................................................. 3 1.3 CRM Value Proposition ......................................................................................................................... 5 Enhanced Productivity .................................................................................................................................. 5 Increased Revenue ........................................................................................................................................ 5 Cost Savings ................................................................................................................................................. 5 Superior Employee Morale ......................................................................................................................... 6 Better Customer Knowledge ....................................................................................................................... 6 Improved Customer Loyalty/Retention and Market Share ........................................................................... 7 1.3 Cost/Benefit Analysis ............................................................................................................................. 7 II. Appendices ................................................................................................................................................... 8 Appendix 1: CRM Project Costs .................................................................................................................. 8 Appendix 2: Detailed Cost/Benefit Analysis ............................................................................................... 9 2
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I. Executive Summary
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ELG High - level Business Case-updated Oct 8 2003 -...

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