SOURCE: bpm'online

bpm'online, CRM, BPM, SFA, Marketing Automation, Customer Service, Sales

October 25, 2016 12:32 ET

How to Calculate the ROI of a CRM Implementation -- Real-life Case Study

A real-life case study on how successful implementation of a process-driven CRM software can boost ROI up to 271% within only 4 months

BOSTON, MA--(Marketwired - October 25, 2016) - Bpm'online, whose process-driven CRM for marketing, sales and service helps thousands of organizations win more customers, announces the latest CRM ROI case study, where Nucleus Research, a global provider of investigative, case-based technology research and advisory services, estimates the ROI of the CRM implementation at Namu Travel.

With CRM spend expected to reach $36.5B worldwide by 2017, businesses expect to increase their profits and uncover new revenue streams. Despite these great expectations, companies often fail to make a precise calculation of their ROI for CRM. The case study conducted by Nucleus Research provides a clear overview of the core elements organizations need to consider when quantifying their ROI and benefits of a CRM deployment.

Nucleus found that an integrated CRM platform eliminated the necessity for additional hires and software that would have been needed to maintain and support an in-house system, and improved personnel productivity across all channels. As a result of a carefully planned implementation of the bpm'online system, Namu Travel improved its interactions with customers that consequently led to increased revenue and personnel productivity.

Nucleus quantified the initial and ongoing costs of software subscription fees offset by the direct and indirect benefits and calculated a 271% ROI with full project payback in 4 months.

"It is rewarding to see that the implementation of our system generates a significant increase in ROI and our customers receive tangible value while delivering customer experience excellence," said Katherine Kostereva, CEO and Managing Partner at bpm'online. "We are committed to ensuring the sustainable success of our customers."

"Deployment of the bpm'online system made us more agile and able to modify our processes as often as we need it. We made the right choice as the system strengthened our position on the market, increased our revenues and our levels of customer satisfaction," said Richard Bexon, Chief Operating Office at Namu Travel Group.

Read the complete ROI case study

About Nucleus Research
Nucleus Research is a global provider of investigative, case-based technology research and advisory services that provide real-world insight into maximizing technology value. For more information, visit

About Namu Travel Group
Namu Travel Group is a Central American travel company that specializes in customized, boutique vacations to Costa Rica, Panama, and Nicaragua. The company combines its travel experience with local expertise to deliver a unique vacation event to its patrons. Originally established in late 1999 as Costa Rica Vacation, it became Namu Travel Panama Vacations, Costa Rica Fishing Pros, and Nicaragua Vacation. The central office is in San Jose, Costa Rica. Based. For more information, visit:

About bpm'online
Bpm'online is a global provider of process-driven CRM for marketing, sales and service. The beauty and the core value of bpm'online products is the agility to change processes faster than ever and align marketing, sales and service on a single platform. Users love bpm'online's engaging interface with a social look and feel, free from redundant information to keep them focused on what's relevant. Today, the company serves thousands of customers worldwide.
For more information, visit:

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