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FCC High - level Business Case-revised 190902

FCC High - level Business Case-revised 190902 - CRM...

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Unformatted text preview: CRM HIGH-LEVEL BUSINESS CASE Prepared by ISM, Inc. and FCC August 2002 • Loan disbursement growth of $421 million by end of year 2004/2005 • Cost savings of $624 thousand resulting from more efficient marketing efforts • Payback of CRM system costs within two years of implementation start date, with break-even in month 19 • Increased customer satisfaction to CSI of 5.6 Farm Credit Canada Table of Contents I. Executive Summary ............................................................................................................................... 3 1.1 Introduction ..................................................................................................................................... 3 1.2 CRM Value Proposition .................................................................................................................. 3 Enhanced Productivity and Net Interest Income ................................................................................... 3 Cost Savings .......................................................................................................................................... 4 Superior Employee Morale .................................................................................................................. 4 Better Customer Knowledge ............................................................................................................... 4 Improved Customer Loyalty/Retention ............................................................................................... 5 1.3 Cost/Benefit Analysis ...................................................................................................................... 5 II. Key Business Risks and Mitigations .................................................................................................... 6 II.1Management Risks ........................................................................................................................... 6 2.2 User Risks ........................................................................................................................................ 6 2.3 Technology Risks ............................................................................................................................ 7 III. Operational/Organizational Impact ..................................................................................................... 8 3.1 Key Processes Affected by CRM .................................................................................................... 8 3.2 Organizational Issues ....................................................................................................................... 8 3.3 Basis For Organizational Buy-In ..................................................................................................... 9 IV. Appendices ............................................................................................................................................
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FCC High - level Business Case-revised 190902 - CRM...

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