The new CFO at iProspect is on a mission to cut costs and increase profits. One strategy she has taken is to closely examine the costs and benefits generated from the firm’s information systems. Those systems that don’t demonstrate a good return on investment are candidates for termination, thus saving the firm ongoing operating, support, and maintenance costs. In several cases, such an examination has led to cancelled software contracts and/or major revisions in how specific systems are used. Now the CFO has called for a review of the company’s CRM system and has asked you to lead a team of three CRM system users and one IT person in assessing the costs and benefits of the system. It is your initial team meeting. How do you begin the assessment?

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