Return on investment (ROI) is crucial for any business decision. But calculating ROI for bespoke CRM is not straightforward. The benefits go beyond simple cost savings. Custom CRM
This article shows how to measure the real ROI of bespoke CRM. We look at both quantifiable benefits and qualitative improvements that matter to your business.
Direct Cost Savings
Bespoke CRM delivers measurable cost savings:
Learn how we helped a client with their membership management system.
- Elimination of monthly SaaS fees
- Reduction in admin time and labour costs
- Fewer errors and rework
- Improved efficiency across teams
- Better resource utilisation
One client calculated their savings: £2,400 per month in SaaS fees plus £3,200 per month in reduced admin time. Their bespoke CRM paid for itself in under two years.
Revenue Improvements
Better CRM systems drive revenue growth:
- Faster response times to leads
- Better follow-up and nurturing
- Improved customer retention
- More accurate forecasting
- Better cross-selling opportunities
Another client saw 35% improvement in lead conversion rates. Their sales team could respond faster and follow up more effectively. Revenue increased by £180,000 in the first year.
Hidden Benefits
Some benefits are harder to measure but equally valuable:
- Improved staff morale and productivity
- Better customer satisfaction
- Reduced stress from system problems
- Increased confidence in data accuracy
- Better decision-making capabilities
These benefits compound over time. Happy staff work better. Satisfied customers stay longer. Accurate data leads to better decisions.
Calculating Your ROI
To calculate ROI for your bespoke CRM project:
- Estimate current costs (SaaS fees, admin time, errors)
- Project future savings and revenue improvements
- Factor in development and ongoing costs
- Consider the time value of money
- Include qualitative benefits in your decision
Most clients see positive ROI within 18-24 months. But the real value comes from long-term improvements in how your business operates.
Real Example: Membership Organisation
One membership organisation calculated their ROI:
- Annual savings: £28,800 (SaaS fees and admin time)
- Revenue increase: £45,000 (better member retention)
- Development cost: £35,000
- Ongoing costs: £3,600 per year
Net benefit in year one: £35,200. ROI: 100% in the first year alone.
See how our CRM solutions have delivered measurable ROI for similar organisations.
Frequently Asked Questions
- How do we measure qualitative benefits? – Use surveys, staff feedback, and customer satisfaction scores to track improvements.
- What if our projections are wrong? – Build conservative estimates and consider the worst-case scenario in your calculations.
- Should we include opportunity costs? – Yes, consider what else you could do with the time and money invested in CRM.
Talk to SMXi
Want to calculate the ROI for your bespoke CRM project? Get in touch and let us help you understand the real value.
