Measuring the cost of CRM

In a recent LinkedIn discussion the above question was asked. Here was my comment. 


Not to digress too far from the questions, but I think the real challenge is focusing on the return on the CRM investment. Whether Cloud or Premise based, we see so many companies who fail to fully implement the potential benefits of the solution. They fail to plan, customize and train on the role the CRM system can play in their organization. Usage requirements are not defined, usage is not mandatory and is not measured. I don't mean to sound negative, but poor implementation is by far the costliest factor in any CRM program. And it happens more times than not. 


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