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CRM ROI: How to justify your investment

publication date: Aug 24, 2011
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Customer relationship management (CRM) can be a complex and costly venture. Yet, many organizations drastically underestimate the total cost of ownership (TCO) of a CRM solution. Additionally, they often harbor unrealistic expectations and miscalculate the real business benefits they expect to achieve. As a result, they often fail to realize a tangible, measurable CRM ROI (return on investment). 



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