Book News: December 8th, 2004

The Office of the Deputy Prime Minister has published a new tool to help councils identify and assess the benefits and Return on Investment from implementing Customer Relationship Management processes. The CRM Benefits Calculator is the latest output from the National CRM Programme and forms part of work to give support to councils in developing business cases.It provides a model for calculating the benefits, both financial and non-financial, which local authorities can typically expect from using CRM as an enabling technology for improving service delivery. It is designed to collect high level benefits information for a new or existing CRM implementation by allowing the data to be broken down by benefits type; by value; by stakeholder; by sub-project etc to suit the user. The tool is also intended to allow project managers to promote the benefits of CRM to stakeholders such as Chief Executives, Members and Heads of Department.

The CRM Benefits Calculator is available at: