How does measuring intangible or soft benefits compare to measuring tangible benefits?

Tangible ("hard") benefits are usually measurable in dollars. They include cost savings (lower transaction costs, headcount, expenses, etc.) and increased revenues (higher sales, market share, etc.). At the end of the project, the business will expect to see proof of reduced costs and/or increased revenue. You can generally measure these benefits by comparing monthly financial or sales figures before and after the project.

Soft (intangible) benefits are harder to measure. Although they should be tied to a business goal, the very definition of intangible benefits means that they can't easily be translated directly to dollars. They include…

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