Customer relationship management application value measurement: cost – oriented approach appliance

Abstract

Calculating total cost of ownership (TCO) and benefits, building a business case and applying financial measurement methodologies help a company make right CRM investments solution and build a compelling justi-fication for its CRM project. In addition, ongoing measurement of CRM benefits ensures that an enterprise re-ceives expected advantages and achieves strategic objectives. TCO financial measurement methodology, its strengths and weaknesses is analyzed in this study. Also authors of this paper provide detailed list of CRM cost categories, which can assist an organization easily calculate its CRM acquisition and ongoing spending. Authors have performed survey of Lithuanian companies, thus are planning or have already implemented some CRM ap-plication in order to determine distribution of CRM application spending by categories.