Provare il legame tra ROI e Customer Experience Management è alquanto arduo: SandSIV presenta un framework che consente di valorizzarlo semplicemente.

Today we finally get to tell everyone about a new white paper we have just published. This is potentially one of the most useful free resources we have ever released. This new paper is titled CXM ROI Business Case, and has been developed by Dr. Jukka Hekanaho, our CXO and Head of SandSIV Consulting.

Before we get into detail describing what can be found in within the pages of this new white paper, let’s first take a look at the problem it was developed to solve. We know that there is ROI in CXM, and we covered this in out last blog post titled; How Does CXM Deliver ROI?

The problem is, that it can be very hard to prove this ROI before beginning a Customer Experience Management project, and this makes it tricky to gain the support of senior decision makers.

In our new white paper, we solve this problem. Contained within it, is a framework for calculating the ROI of Customer Experience Management prior to beginning any related project. This is done by highlighting the positive ROI levers, and calculating 1st tier and 2nd tier gains that will be driven by them. Finally, we calculate the cost of investment, and subtract this value from the combined gains. It really is quite simple.

Also within the pages of our new CXM ROI Business Case white paper, are several real-world examples to demonstrate how some of our clients have proven that the framework we have developed actually works.

This is an entirely free downloadable resource, which can be obtained from the following URL:

http://resources.sandsiv.com/cxm-roi-blog/

By Mac Wheeler