The failure of knowledge management and customer relationship management solutions with lots of soft benefits but few hard ones to deliver on their promises have made many wary of counting indirect benefits when looking at the returns from returns from technology. Nucleus Research has developed a database of productivity correction factors based on employee location, role, and motivation. The problems lie not in the benefits but in the way theyve been counted but in how they’ve been counted. An increase in sales force should lead to an increase in profits, so shouldnt count both.”]
Source: https://www.csoonline.com/article/2116127/quantifying-returns-from-increased-productivity.html