A CRM business case is a document that outlines the costs and benefits of implementing customer relationship management (CRM) software for a business organization. It should also include an assessment of potential risks and a review of any alternative tools or strategies the company might use to achieve its objectives. The goal of a CRM business case is to make sure the investment in CRM will result in tangible improvements for the bottom line. By analyzing the long-term impact of different implementations and mapping out the associated costs, businesses can get an accurate picture of what type of return they can expect on their investment. With a comprehensive CRM business case, stakeholders can make informed decisions about how best to optimize their customer relationships.