A powerpoint with Excel embedded model for estimating CRM and CRM Cloud migration costs

1. CRM Cloud TCO
(Total Cost of Ownership)
Model
©Marketing Answers and Solutions Limited 2015
Cloud CRM Systems

2. ©Marketing Answers and Solutions Limited 2015
Introduction
This eBook is intended to give you some guidelines on what to include when calculating the
Total Cost Of Ownership when migrating to or adopting your first Cloud based CRM system.
Whilst not all costs can be identified and there may be particular circumstances on your own
installation, and typically, integration costs are the most difficult to identify, the eBook should
help you to build a useful model for your deployment
The eBook is divided into these parts:
• Planning of your Migration
• How do Software Costs Vary
• Identifying what professional services or alternatively internal time and effort required
• Future Planning and Phasing

3. Before any CRM or Migration project, our view is it
is critically important to involve your key
Stakeholders and Users in a CRM Workshop. This
serves a number of purposes:-
• Brings All key Stakeholders together
• Shares knowledge and experiences
• Identifies what is good currently
• Builds a List of Requirements
The workshop needs to be led by a Project
Manager/CRM Consultant to ensure there is a
defined output, this is the :-
Functional System Design (FSD) document.
The FSD document will evolve.
©Marketing Answers and Solutions Limited 2015
Planning : Cloud Migration workshop
Importantly you can then identify what is required in each phase. The first 90 days should smooth
transition with minimal changes introduced so it is easy to migrate too and become adopted by users

4. Within any, CRM Workshop one of the most
important considerations will be the discussion on
Data Migration
You need to consider what data to migrate and
what are the key criteria:
• Company/Contacts
• Sales Opportunities (£)
• Cases (if relevant)
©Marketing Answers and Solutions Limited 2015
Planning: Data Migration
Generally these are all usually easy to migrate and ‘pull’ from one system and into your news system.
However, the biggest issue is based around:
Activities = This includes Call backs, Tasks and Emails both pending and completed activities
This can be a complex question and will also depend on the nature of the new system and importantly how
easy it is to insert data. There may be a requirement for additional Import tools such as Inaport or Scribe.
This is best discussed with your CRM consultant . The time and effort involved may also be a major factor

5. The First 90 Days in our view are critical to any CRM
deployment and this is especially true when
migrating to a new system, where users have had
both good and bad previous experience, the
concept of Change can be challenging.
So you need to have a On-Boarding Plan:
User Training is Key to success
With over 400 implementations,
The key to any successful adoption is the right level
of CRM training, ideally delivered by CRM trainers.
Ensure you have a User manual and updated SOP’s
(Standard Operating Procedures) ready for training
©Marketing Answers and Solutions Limited 2015
Planning: On-Boarding
Don’t’ forget that our dedicated CRM Trainers will have both the knowledge, together with an in-depth
understanding of the system plus the experience to deal with and motivate your Staff

6. Choosing between the different Cloud based CRM
software can be difficult to review. The key is to
Annualise the cost and to remember that you will
be paying for the system for a number of Years
So, our Advice here is :
• Compare costs over 4 or 5 years
• Identified your Functional Technical
Requirements Matrix
This should be based on your approved FSD
document .
But you will need to take into account the need for
any extra modules. Here we suggest using our MS
Excel CRM Cloud TCO template
©Marketing Answers and Solutions Limited 2015
Cloud Software Cost: Comparison

7. Before we go further, Our view, clearly is that for
any Cloud CRM Project, unless it is very small, it is
best to get advice and support from independent
CRM Consultants. The bare minimum should be
the CRM Migration Workshop
From this, you can then identify functional
Requirements and more importantly
then decide who does what. Typical
areas include:--
• Workshop and FSD Writing
• Customisations
• Data Migrations
• Prototyping and Testing
• Training
• Administration Training
• Post first 90 day reviews
©Marketing Answers and Solutions Limited 2015
Cloud Professional Services: What Should you Need
Using a Post-it note matrix of the whole process is a effective way to identify roles and timelines,
during your Workshop. The FSD (Functional System Design) is the key output document.

8. Now you have identified what is required together
with the key roles, it is important to identify the
likely costs both in the initial project phase and to
estimate the on-going or annual costs.
Here we suggest you again use our MS Excel
CRM Cloud TCO Model template.
This lists the most common elements
and gives you some indicator of initial
Project and Annual Recurring costs
©Marketing Answers and Solutions Limited 2015
Cloud Professional Services: The Costs
As ever, we believe there are three core areas where CRM consultants can really add value and save you time
and effort :-
1. Leading your CRM Workshop and Documentation
2. Data Migration where we have access to specific tools and plenty of experience
3. Training to End Users and your Administrators level in CRM Customisations and best practices
However, an extra area is:
Customisation is a fourth area, but sometimes this can be shared depending on the complexity of
requirements. The key is leading the overall design.

9. As mentioned in previous blogs, once you look to
deploy, our view is that the first 90 days are critical
and here the objective is for a smooth and simple
transitions. The key is not to :
• Get over ambitious with changes
• Adding new processes
• Creating complex customisations*
• Try not to introduce too much new
functionality too early*
*unless these save time and effort
You want users to seamlessly move to the new
system, which is bound to have a different look and
feel to their previous system,
©Marketing Answers and Solutions Limited 2015
90 Day Plan and Review M
Once the system is up and running ensure Project Team meet on a weekly basis, but try not to make too
many changes otherwise the system will gain the reputation of “never being finished”.
Make sure ALL your Users know there will be changes at set times as the system evolves and you have a 90
Day Plan to Review the system and make further changes or introduce new functionality as the system has
‘bedded down’.

10. So, going through these slides, you now need to
review all your costs
Use the MAS Excel CRM Cloud TCO Model
This is a simple template, but importantly and this
can be forgotten, investing in a new Cloud
based CRM system is an annual cost.
You need to go in knowing that your are
committing to a 4, 5 or even more years.
©Marketing Answers and Solutions Limited 2015
Total Cost of Ownership : Review
Remember, with this type of system, you are committed and typically your software investment still forms the
major cost after Year 1.
The great beauty is of course to also understand and ensure others understand that there may also be savings
in other areas such as Hardware, upgrades, IT resource and support.
After Year 1, the focus typically is on the Actual Costs incurred and not the Actual Savings also being made on
an Annual basis, So it is useful to identify this as well, hence using our CRM Cloud TCO Model excel template
can be a great reminder tool.

11. This template is designed to give you a 5 year
overview of likely costs and if you have the
information, possible IT savings . This model
identifies costs across:-
• Software
• Professional Services
• Helpdesk and Support
• Ancillary Costs
• Likely IT Savings
©Marketing Answers and Solutions Limited 2015
Using the “MAS Cloud CRM TCO” Excel Template
Using the Excel Spreadsheet. Click on the Icon, but READ THIS First
This is a protected Worksheet, with ranges of cells that are available to change
These are:-
1. Key Inputs
2. Quantities and Prices
3. Yes/No column for recurring
To enter and make changes in ranges, simply type in the password ‘MAS’ to
allow changes to be made to the range. This protects the formulas involved.
For further information or help, contact MAS Note: This is not a definitive
model and your costs may different

12. MAS have spent many years managing CRM
implementations and have gained a wealth of
experience and ideas to support our processes.
The introduction of new CRM systems and
Migrating to new Cloud CRM system is something
we have been doing for over 15 years
Why not call us and find out how we can help you in
your new CRM Migration.
©Marketing Answers and Solutions Limited 2015
What Should I Do Next? More Questions?
So, if you are looking into how a CRM system can be used more effectively or you are looking at how you can
improve your existing CRM functionality and User adoption, then speak to a MAS consultant to see how we can
help on 01905 380920
Or learn more about our key services such as our CRM Audit and Review service or how we do CRM Discovery