Total Economic Impact (TEI) is a standard methodology developed by Forrester Research that captures and quantifies the voice of the customer relative to technology investments.
In this study, Forrester interviewed nine Microsoft customers in one-on-one discussions about each organization’s experience in implementing Microsoft Dynamics CRM 2011. Their interviews and subsequent financial analysis determined that a composite organization would expect to experience
- ROI of 243%
- Payback period of 4.1 months
- Total benefits of $665,086