Investment in CEM solutions can be very difficult to objectively justify. Uncertainty in the likely financial return often means that a leap of faith is required on the part of the service provider to make an investment. The CEM ROI Calculator is intended to enable better and more objective decisions, by accurately predicting the business benefits to a service provider of an investment in CEM.
The latest version of the CEM ROI calculator, approved for R17.0, is available here for download as an excel file.
Version 3 contains new Probabilistic calculation models to better predict the expected outcomes of the Use Cases included in the calculator. These Use Cases are: E-commerce Conversion and Churn Reduction, PTC Reduction and 2G>3G>4G Migration.
This revised version allows data input to the model based on real world variable that the Service Provider will input to suit their local conditions.