Customer Engagement & Dynamics CRM Forum

  • 1.  CRM Business Case Research

    Posted Jun 11, 2019 04:59 PM

    My peers and I are putting together a CRM business case and we're looking for some statistics from other CRM users. We are hoping to justify not only a system integration with our ERP and CPQ applications, but also to expand our user-base to include customer service (currently only using CRM for sales & marketing).

    Our research questions are:

    1. Has anyone had measured capacity gains in the customer service space? We are looking for time to prep for a call (i.e., account & caller research) pre and post CRM.
    2. Has anyone had a measured increase in customer satisfaction after implementing CRM? If so, what was that increase?

    We are open to other KPIs you've measured as well if you have anything that might help. We are a manufacturing company which sells through dealers, so bonus points if you're in a similar industry!


    Rosemarie Cordell
    Business Analyst
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready

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