chapter  11
Forecast the Value of Retention Solutions
Pages 20

Confusion exists regarding when it is appropriate to develop the return on investment (ROI) for a retention solution. The traditional approach is to base ROI calculations strictly on business results obtained from the retention solution. In this scenario, business performance measures are easily converted to monetary values, which are necessary for an ROI calculation. Sometimes these measures are not available, and it is usually assumed that an ROI calculation is not possible. This chapter shows that ROI calculations are possible at several different stages-even before the retention solution is implemented.