Tips on creating a microsoft crm business case

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Every microsoft crm system has to have a compelling business case. Why are you undertaking a microsoft crm project? What do you want to achieve?  How will you measure ROI? Here we provide some useful tips on creating a strong business case for your project.


Tip #1 – Keep it brief

Keep your microsoft crm business case as concise as possible. Stick to the main points and show value and return.


Highlight no more than 3 – 5 top line objectives you want to achieve from your CRM initiative. Communicate your top 5 initiatives to your sponsor and business regularly to ensure buy-in and clarity. Keep the focus to a maximum of 5 so you don’t dilute your message and retain the focus.


Tip #2 – Answer key questions

Ensure your microsoft crm business case answers the following questions:

  1. How will a CRM solution support your business?
  2. How will a CRM solution support the teams?
  3. Will shareholders see value?
  4. What will the senior management team gain?


Proving that CRM technology will add value is a key criteria, however calculating return on investment can be difficult if there is no baseline data to work from. So, look at what data you can use. Is there anything already in place that you can measure against time, cost and quality?


The benefits of using Microsoft Dynamics CRM are vast, and they need to be considered for your business case to be compelling.


There are a number of benefit groups that CRM technology provides:

  • Increased Revenue
  • Increased Efficiency
  • Differentiating yourself in a crowded marketplace
  • Decreasing Costs
  • Increases margins
  • Maximises revenue from existing customers


Increase efficiency

  • Upsell and cross sell opportunities
  • Reduces administration time
  • Provides a cohesive sales and marketing effort
  • Automates proposals and quotes
  • Provides a unified set of data that is usable by non-technical people
  • Provides Board visibility of your sales pipeline
  • Ease to create valuable reports
  • Ease to track KPIs and SLAs



  • Gain new customers
  • Increase customer retention and profitability
  • Improve response time to customer requests for information
  • Ability to propel new offerings
  • Excel at customer service / customer experience - delighting them every time


Decrease costs

  • Process improvements and automation saving wasted time
  • Streamlining the customer journey and touch points empowers lead nurture
  • Less wastage of time and effort
  • Less time spent fixing incorrect orders and dissatisfied customers


Your business case will need to provide an outline of the costs involved in developing and implementing your microsoft crm solution.  Broadly speaking, costs will cover:

  • Initial solution implementation costs
  • Analysis and detailed design time and cost
  • Potential hardware needs
  • Customisation costs
  • User training
  • Number of people / licenses
  • Number of business locations requiring CRM
  • Departments involved
  • Process alignment
  • Integration of systems ie. accounting platform, ERP, other data management sources
  • Project management resource from your business


What to do next

To discuss building your business case, or for more information on any aspect of Dynamics 365 or CRM in general, please get in touch with our CRM specialists at Caltech CRM.

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