Dynamics CRM Online ROI Metrics: Forrester Total Economic Impact Study

Dynamics CRM Online 16 for 2016Organizations may have many reasons for implementing Customer Relationship Management (CRM) software – streamlining or automating processes across sales and/or service departments, increasing the quality of customer engagements, driving sales, improving visibility, and more. However, there is no doubt that although financial impact factors into each of these objectives, it can also be difficult to estimate when considering a CRM solution.

That’s why Forrester Research developed the Total Economic Impact (TEI) methodology, which is designed to capture and quantify the voice of the customer relative technology investments. Forrester’s recent TEI study explores Microsoft Dynamics CRM Online ROI metrics as a cloud-based CRM solution, positioned in comparison to Microsoft’s on-premises alternative.

Forrester found that Dynamics CRM Online afforded customers the flexibility to deploy quicker with more predictable cost forecasting for infrastructure and licenses. One organization stated: “Dynamics CRM Online gave us the ability to enter markets and enable our sales teams incredibly fast. We use CRM for everything — from sales to support — so sales pipelines are smoother and customers are happier.”

The study reveals that organizations utilizing Dynamics CRM Online saw a number of business benefits, such as avoided infrastructure costs, reduced CRM maintenance, and a quicker time-to-market. In particular, Microsoft’s Dynamics CRM Online offered flexibility elements that changed the business agility equation and subsequent ROI.


Dynamics CRM Online ROI Forrester

Below is a summary of the key findings:

  • Avoided infrastructure costs: Dynamics CRM Online enables organizations to avoid initial and cyclical costs associated with data center leases, server hardware, security hardware, operations engineers and electricity consumption. With CRM in the cloud, organizations are only required to pay for what they use without over-provisioning resources.
  • Reduced cost of ongoing CRM maintenance and support tasks: With CRM Online, Microsoft handles maintenance and updating instead of the customer, with major security and functionality updates occurring seamlessly throughout the year.
  • Incremental revenue uplift from faster deployment and availability of CRM: Organizations realized a quicker time-to-value due to very little infrastructure build-out, shortening the deployment cycle.
  • Avoided cost of on-premises CRM software licenses: The SaaS model allowed organizations to avoid the cost of carrying on-premises CRM user and server licenses.


This is the fifth of 16 posts covering the best of Microsoft Dynamics CRM – best practices, features and integrations in 2016.


SADA Systems is a Microsoft National Solutions Provider and Cloud Solutions Provider with multiple Gold competencies specializing in Dynamics CRM Online deployment, migration and user adoption.

Click below to view or download the full study, or contact us at mssales@sadasystems.com with questions or to learn more about Dynamics CRM Online solutions.

Get Forrester Report

Is Office 365 Just Office in the Cloud?

Microsoft Office 365 eBook

Short answer: No—it's so much more! Learn how Office 365 adds security, mobility and speed to processes. This eBook will explain how combining familiar tools with powerful additions like Power BI, OneNote, and OneDrive can help your business manage and tackle more tasks.

Download the

Leave a comment

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>