Tom Pisello: The ROI Guy: Hard and Soft ROI - The differences and.
The ROI Guy
NOVEMBER 8, 2006
The hard benefits are also called direct benefits as they are typically directly tied to the impact of implementing the proposed solution – a first order, cause and effect. Improved up-sell / cross-sell is a good example of an indirect benefit from a new CRM system that helps the call center improve its interaction with customers.
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