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CRM Best Practices: TCO and ROI With CRM projects costing millions, even in some mid-size companies, it is no surprise CFOs are leading the charge to be sure the most important projects are first, that they are justified, and that they actually deliver on their forecast benefits.
CRM ROI Revisited In the heat of the customer-relationship management (CRM) software craze, product makers Siebel (Nasdaq: SEBL), SAP (NYSE: SAP) and Peoplesoft sold big-ticket enterprise applications packed full of promises. Two years later, the fervor chilled as the retu