2. Business Case

How do we define ROI and TCO?

⁠

Copy this doc

⁠

to use this template.

It’s critical to understand the qualitative business value and costs of deploying a CSM platform before you get too far down the IT path. The following considerations and calculations can help you clearly define the projected ROI (return on investment) and TCO (total cost of ownership) at the outset.

Assess the current state

of company-wide Customer Success processes [Write answers here]

Benchmark the current state

versus “best in class” [Write answers here]

Propose recommendations

for operational maturity improvements [Write answers here]

In the table below, write in calculations for TCO and and projected ROI based on the improvements a CSM platform can bring to your organization.

Business Case

Business Case

Type

Improvement to

Calculation

TCO

CSM platform licensing costs

CSM platform vendor or partner onboarding services costs

CSM platform vendor or partner ongoing services costs

Internal IT and operational onboarding time and implied costs

Internal IT and operational ongoing time and implied costs

Change management time and implied costs

Data preparation and integration time and implied costs

ROI

Reduced churn/improved retention

Increased upsell/cross-sell

Enhanced operational efficiency

Strengthened customer advocacy

⁠

👉 Next:
`3. Project Plan`⁠
⁠

⁠

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.

2. Business Case

Assess the current state

Benchmark the current state

Propose recommendations

👉 Next: 3. Project Plan⁠⁠

👉 Next:
`3. Project Plan`⁠
⁠