SAP Customer Relationship Management:
ROI Reports
Can you reduce the costs associated with the products and services that build stronger customer relationships?
You can with SAP Customer Relationship Management (SAP CRM).
SAP CRM allows companies to cut the costs of front-end transactions, increase cross-selling and up-selling opportunities, and anticipate customer needs better – all of which contribute to a significant return on a solution investment.
Learn more about how companies are experiencing true financial success through CRM by reading the executive summary of IDC's report "The Financial Impact of CRM" (PDF, 1.8 MB). The report examines 33 companies that have achieved ROI ranging from 16% to more than 1,000%.
You can also see how SAP customers are optimizing their investment in SAP CRM by reading the new 2005 SAP CRM ROI Intelligence Report "Optimizing Returns on Customer-Centric Strategies" (PDF, 319 KB). This report provides a compilation of best practices among participants in the SAP CRM ROI Review program, with a focus on industry-specific findings and critical success factors for generating ROI in specific markets.
And to assess the value of SAP CRM, read "Value Added with SAP CRM" (PDF, 261 KB), a benchmarking study that reviews implementations at 35 companies in Germany, Austria, and Switzerland.
Finally, you can view the following company-specific ROI reports – and learn how SAP CRM is helping enterprises like yours generate more value.
adidas-Salomon: Using SAP CRM, adidas executed on its strategy to regain market position. The company has realized a 26% internal rate of return on its investment through cost savings from automation of manual processes, increased revenue from cross-sell and up-sell efforts, and improved productivity among sales agents.
Adobe: Adobe System's North American Customer Care Center expects to capture a 16% internal rate of return on its SAP CRM-Genesys investment. The company will realize productivity increases, lower call volume, enhanced revenue, and reduced call-handling time.
AMD: Using SAP CRM to transform key service processes to be more customer-focused, not only is AMD improving its customers' service experience – but the company is expecting to capture a 32% IRR through 2010.
Audi: This leading automobile manufacturer expects a 22% IRR through 2005 on its SAP CRM implementation, resulting from more targeted lead generation, process optimization, and increased loyalty.
Avid Technologies: Avid implemented SAP CRM to unify customer-focused processes across marketing sales, and customer support. The company has achieved a 68% internal rate of return by increasing revenue from customer acquisition, improved marketing campaigns, and proactive contract management.
BKW: By leveraging SAP CRM, BKW expects a 15% IRR through 2007. The company is benefiting from increased productivity, better use of resources, internal execution of marketing campaigns, and insourced training.
Brother: Brother implemented SAP CRM to reduce product returns and anticipate customer needs. The company has realized an actual savings greater than the forecast, a 129% return on investment.
Brutélé: One of Belgium's largest multimedia operators realized a 26% IRR on its SAP CRM investment through increased customer service center productivity, increased help desk productivity, and reduced payment cycles.
Canada Post: Canada Post is using SAP CRM to increase cross-selling and up-selling opportunities and reduce data entry and maintenance costs. The company derived financial benefits 24% higher than forecasted, including achieving an ROI of 26% and eliminating $25 million in revenue leakage.
Cardinal Health, Medical Products, and Services: Cardinal expects to achieve a 70% internal rate of return with SAP CRM, which will help the company improve operational efficiency, streamline key business processes, and shorten cycle times.
CJ Corp.: CJ Corp., a top consumer goods producer in South Korea, captured a 15% internal rate of return by using SAP CRM to integrate the company's marketing, sales, and service functions – realizing greater cost savings and revenue increases.
C. H. Beck: C. H. Beck will see a 56% internal rate of return through 2009 on its SAP CRM investment. The company, one of the leading publishing houses in Germany, will use SAP CRM to enable active author relationship management, reduce research times, increase in productivity, and integrate license-fee billing.
Day & Zimmermann: With SAP CRM, Day & Zimmermann expects to realize a 56% IRR through reduced costs in excess of US$9 million. The company achieved these reductions by increasing automation and information sharing, along with eliminating costs for software upgrades.
Energie AG: Energie AG is achieving a 23% internal rate of return on their investment with SAP CRM. The company is using the solution to maximize operational efficiency, slash operating costs, connect with their most valuable customers, and reduce transaction costs.
IPSOA: After launching SAP CRM in 2001, IPSOA, a leader in the Italian publishing market, achieved an internal rate of return (IRR) of 7% over 25 months – and expects an IRR of 30% over 36 months.
Mascot International: Using SAP CRM, Mascot improved customer access and satisfaction while creating a standardized IT environment. The company expects to maintain an annual growth rate of 20 - 25% without additional personnel and achieve a 28.3% reduction in total cost of ownership.
Molex: SAP CRM functionality has helped Molex develop market segments, improve pipeline visibility, and streamline a wide range of sales processes. Through increased revenue and opportunities for cost-cutting, the company expects to realize a 97% internal rate of return on its SAP CRM investment.
Pacific Coast Feather: Using SAP CRM, Pacific Coast Feather will see over $900,000 in revenue contribution from increased order size and faster acquisition of new B2B customers. In addition, a reduction in manual order entry and lower catalog and sample-mailing costs will result in a savings of over $30,000.
Perdigão: Perdigão has achieved a 52% internal rate of return by deploying SAP CRM. Specifically, the company increased its market share from 14.5% to 22%, experienced an average 30-day improvement in customer response time, and expects that more targeted sales efforts will net R$2.24 million ($785,000 USD) by 2004.
Philips Consumer Electronics: Philips has realized a 26% IRR from its SAP CRM investment. With functionality that enables internet sales and interaction center management, the company was able to reduce costs through order desk automation, improved online sales, and the elimination of legacy systems.
RWTÜV AG: This professional services organization will see a 23% IRR through 2007 by retiring legacy systems and improving its contract set-up and cash management processes with SAP CRM.
Schering: Pharmaceutical leader Schering do Brasil is using SAP Customer Relationship Management to increase sales contributions, improve process efficiencies, and increase employee productivity. The company estimates capturing a 15% internal rate of return on its SAP CRM investment.
Schwan's Food Service: Schwan's is using SAP CRM to drive integrated, cross-functional sales and marketing initiatives based on intelligent use of customer data. The company expects to realize a 100% internal rate of return through sales growth from targeted marketing, higher volume of Web traffic, and faster lead closures.
Sterling Group: This company achieved a 74% IRR on its SAP CRM investment through improved sales performance, increased margins, optimized sales resources, and maximized demand planning.
Tallard Technologies: Tallard Technologies expects to realize a 144% internal rate of return on its SAP CRM investment. Better opportunity management will boost revenue contribution by more than $268,000 in 2006 – and clear visibility into inventory will contribute an additional $20,000 in revenue.
Tata Telecom: Tata Telecom implemented SAP CRM to ensure that customer information was readily available across all sales, marketing, and service channels. The company expects to achieve a 129% internal rate of return through increases in sales and services revenue.
Villeroy & Boch: Villeroy & Boch is using the customer insights derived from SAP CRM to maintain its market leadership and drive global expansion. The home interiors manufacturer expects a 30% internal rate of return after three years.
Waters Corp.: Using SAP CRM, Waters Corp. recast its service organization as a profit center and improved the productivity of marketing and telesales. The company has realized an internal rate of return of 35% over four-and-a-half years.