This paper talks about Building the Case for CRM. Successful CRM starts with a solid business case. A business case will demonstrate why ones CRM program will be a strategic winner, quantify the benefits at a detailed level and be specific about how the program will achieve those benefits. Successful CRM starts with a solid business case. The process of identifying, detailing and projecting the goals, benefits, risks and costs required as part of a business case can be daunting, but the end result will be a blueprint that provides lasting value.