Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Dynamics CRM Online. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Dynamics CRM Online on their organizations, to leverage sales automation and customer service capabilities to win, serve, and retain customers.

To better understand the benefits, costs, and risks associated with a Dynamics CRM Online implementation versus an on-premises CRM solution, Forrester conducted a survey and interviewed several customers with significant experience using Dynamics CRM. Our findings revealed that organizations utilizing Dynamics CRM Online saw a number of business benefits, such as avoided infrastructure costs, reduced CRM maintenance, and a quicker time-to-market. In particular, Microsoft’s Dynamics CRM Online offered flexibility elements that changed the business agility equation and subsequent ROI.

Having selected Dynamics CRM Online, a SaaS solution, the composite organization experienced a number of quantified benefits in this case study above and beyond that of a comparably feature-rich on-premises CRM solution. The advantages of improved sales automation, customer service handling, and marketing automation provided by Dynamics CRM Online are undeniable. However, as these benefits are more well-known and have often been explored, this study instead focuses on the financial impact of choosing the Dynamics CRM Online SaaS deployment versus alternate on-premises deployments. Identified and quantified benefits are as follows:

› Cost avoidance from reduced upfront infrastructure purchase

› Reduced cost of ongoing CRM maintenance and support tasks

› Incremental revenue uplift from quicker deployment and availability of CRM

› Cost avoidance of on-premises CRM software licenses


Download the Forrester research study here:  Total Economic Impact™ (TEI)