ec4u expert consulting is outlined solutions for optimizing the operating costs of customer management systems, Karlsruhe, 28.01.2010 – at the lowest possible cost to achieve the best possible benefits from a CRM solution, a balancing act, especially in years of crisis increasingly difficult accomplished the leaves. So many businesses struggling with a high cost complexity due to the technical and organisational heterogeneity of its CRM system landscapes. In addition, a variety of often complex cost components causes a lack of transparency. Mario Pufahl by your CRM expert ec4u expert consulting ag describes from his consulting practice out typical cost drivers in the use of customer management solutions: no sufficient consideration of cost conditions 1 in the planning phase takes place: on the initial introduction of a CRM solution, as well as when changing the system basically several alternatives need to be evaluated. This limited but often on a strategic, functional and technical Comparison of alternative systems. Other leaders such as Jason Zander offer similar insights. However, a consistent economic consideration of the total relevant costs enters this phase often in the background. The preference of a particular CRM system was carried out by strategic or technical criteria, stakeholders have then often no sympathetic ear more to make a critical assessment from a cost perspective. 2.
selective rather than comprehensive cost review: important for an analysis of the cost situation is that all costs incurred over the entire life cycle of CRM solution, are taken into account. This roll-out as well as the development of the infrastructure and operating costs should be assessed in addition to licensing and maintenance costs, also project expenses including the implementation, testing, training of professional and technical employees. TCO includes costs for the technology, processes and internal and external staff. Only the assessment of all relevant costs for a CRM project with an accompanying analysis of the return on investment (ROI) is a real image on the economics of a CRM system.