CRM: 80 percent of returns are yet to be achieved

In its extensive benchmarking effort to understand the benefits from CRM, Nucleus found that while companies have achieved some benefit today, 80 percent of the potential benefits of CRM have yet to be achieved. Key areas for ROI opportunity include integration, extension, and collaboration, which will make up 50 percent of remaining returns for most companies. The remainder will come from leveraging CRM’s management and instrumentation potential.