Tham khảo tài liệu 'wiley project management page_8', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 229 Table Expected ROI Values for Different Outputs Expert Potential Sales Increase Basis Potential Complaint Reduction Monthly Reduction Basis Expected ROI Credibility Rating 5 highest 1 lowest Relationship Manager Sales opportunity 3 Lower response time 60 3 District Manager 4 Customer satisfaction 4 Lower response time 90 4 Marketing Analyst 3 Missed opportunity 5 Quicker response 120 4 Project Sponsor 5 Customer services 4 Quicker response 77 4 Vendor 10 Customer loyalty 12 Higher priority 180 2 IT Analyst 2 Customer relationship 3 Faster response 12 2 230 FORECASTING VALUE INCLUDING ROI steps previously outlined it was determined that four business impact measures would be influenced by implementation of this project 1. Increase in sales to existing customers 2. Reduction in customer complaints caused by missed deadlines late responses and failure to complete transactions 3. Reduction in response time for customer inquiries and requests 4. Increase in the customer satisfaction composite survey index Several individuals provided input in examining the potential problem. With comprehensive customer contact management software in place relationship managers should benefit from quick and effective customer communication and have easy access to customer databases. The software should also provide the functionality to develop calendars and to-do lists. Relationship managers should further benefit from features such as built-in contact management calendar sharing and the fact that the software is Internet-ready. To determine the extent to which the four measures would change input was collected from six sources 1. Internal software developers with expertise in various software applications provided input on expected changes in each of the measures. 2. Marketing analysts supplied information on sales cycles customer needs and customer care issues. 3. Relationship managers provided input on expected changes in the variables if the software was used regularly.
