One of the most common queries for any CRM implementation is about the ROI. It is often difficult to quantify the ROI as cost savings and revenues from any CRM implementation often vary among organizations. Microsoft has commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) for organizations when they deploy a Dynamics CRM system. This study titled “The Total Economic Impact Of Microsoft Dynamics CRM 2011” can be downloaded from the Microsoft website here.
As per the study, Forrester has conducted one-to-one interviews with executive from nine Microsoft CRM 2011 customers who are now in the early phases of implementing the solution. Forrester then compiled the interview results, including forward-looking expectations, into a composite case study of a 2,000-employee organization with an initial deployment of 50 users. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of deploying Microsoft Dynamics CRM 2011 within their organizations.
The financial analysis by Forrester determined that a composite organization, based on the organizations interviewed in this process, would expect to a three-year NPV of U.S. $471,218 (risk-adjusted net benefits) as a result of deploying Microsoft Dynamics CRM 2011 for an initial team of 50 users. The payback period was over four months with an average NPV per user of $9,424 over three years.
The following table outlines the Composite Organization’s Three-Year Risk-Adjusted ROI:
Based on this study, Microsoft has released a ROI calculator for use. The ROI calculator can be found here.