You might ask "what does the Business Value of IT mean?"

We see the Business Value of IT as being measurable success in using IT systems to add value to an organisation over the long term.

The key words are here measurable, add value, and over the long term.

How do you determine the values and metrics that are important to your business? We can provide insights into how to define strong business value metrics for your business. It is also important to consider how to continue to measure these activities in a sustainable way so investment decisions can be measured well into the future.

Achieving measurable success when deploying an IT system can also be a challenge. Many companies who talk to us have deployed IT systems in the past, yet they feel they are not getting a good return from their investment.

We have worked with our customers on getting better business value from IT across all areas of our business.

Right now we are focused on helping people get better business value from their CRM systems.

Bringing together a variety of metrics which cover different aspects of an organisation can be challenging. Often an organisation will lack a baseline, or historical data, and will also have data quality and system integration issues to solve. Creating a single view of a broad range of metrics may require investment, and this requires buy in from the executive team.

How we can help measure business value 

We have defined important business value metrics for CRM which apply to most sectors. We can help you to create a model at the start of the project, and will work with you on approaches to measuring the success of user adoption of the system.

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What metrics can we use for a CRM project?

When we talk about CRM metrics, we are not looking solely at measuring the success of the CRM system. It is much wider than this. It involves measuring how well we can serve our customers, how we respond to their queries and problems, and how much we value their business.

• How can we improve they way we help our customers in a cost effective way?
• What are the historical behavior patterns of the existing customer base?
• Which customers drive the greatest revenue and costs, and why?
• What drives customer loyalty and satisfaction?

Talk to us today about how to go about measuring the success of your CRM project.