CRM Spend - Actual Numbers Alright, just going to say the quiet part out loud, and simply, so everyone knows. Company: 50 Agents actively using the CRM. Salesforce: 850K per year Licensing - 400K Staffing - - 2 engineers - 250K - 2 ops/admin - 200K Zendesk: 450K per year Licensing - 250K Staffing - - 2 ops/admin - 200K This is what these software cost. That's not every modular plugin or maximizing every opportunity, but it's not bare bones either. It's a middle of the road deployment. Now, wad up that cash and throw it in the trash by hiring the cheapest customer professionals you can and by measuring volume/activity instead of outcomes. You're better off firing up a chat bot and dumping customers into an email contact form, then using a light weight email tool, because your software isn't buying you a better experience, and it's bleeding your capital. Invest in your customers (or don't) but this middle ground of paying exorbitant costs to send chat/email macros is one of the dumbest and most ubiquitous practices in the customer function. No wonder executives can't see the value.
