EXPERT RESPONSE
What metrics do you use to measure ROI (monetary/non-monetary), and could
you provide an example of each?
The cost side of the equation would include items such as servers, software,
facilities, support and maintenance, professional services, ongoing staffing
etc.
For instance, the benefits of a portal tend to fall under 4 general categories:
Time savings (IT and users)
Personnel savings
Operational savings
Revenue improvements
ROI by definition does not include qualitative benefits. If a benefit
cannot be translated into financial terms then it does nothing to move your
business forward.
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