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E-commerce firms 'must achieve high software ROI'

Rachel Wheeler Archive
Companies which sell over the internet must ensure they are achieving as high a return on investment (ROI) from their software, including customer relationship management (CRM) suites, as possible.

Recommendations published by industry analyst Gartner suggest that many large firms can reduce costs in their service, sales and marketing departments by 15 per cent in the next year.

Smaller businesses could save up to ten per cent, relying on established resources to tune the usage to its optimum configuration.

Technologies that do not achieve a use rate of 95 per cent are candidates for elimination, the researcher suggests.

Among the company's other suggestions are the deployment of applications with higher conversion rates, the importance of negotiating with vendors and the benefits of facilitating organisational change to reduce job function redundancy.

Recent research by IDC has found that information management, including address data, can be a significant time sink for businesses, creating inefficiencies and wastage.