Our client need to understand the benefits that could arise from an investment in a CRM revitalisation Program. The Benefits Model was developed as a spreadsheet for the finance community together with an associated presentation slide deck for executive presentation and approval.

CEC consultants worked with client staff to design and create the model and work with the finance community to obtain buy-in and interview staff to complete the details of the model.

CEC developed a model that was comprehensive, yet simple to use. For each of the projects within the Program, specific benefits were determined via structured interviews with staff. These were categorised in to "hard" and "soft" benefits e.g. a hard benefit was, "Increased productivity due to reduced application capture effort". An example of a soft benefit was, "Improved retention due to customer experience". The Benefits were classified into Revenue Increase and Cost Reduction. For Revenue Increases, this was further broken down into Increases in net Interest Income, Increases in non Interest Income and New Sales (or retention). Cost Reduction was categorised by reduction in FTE's as well as other items.