How to Determine the TCO of Social CRM for Customer Service SaaS Solutions

G00219116

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Summary

There is no average total cost of ownership of social CRM for customer service software as a service. Gartner identifies the four components most greatly affecting TCO in this space: the base monthly fee, customization of the solution, launch integration and change management.

Table of Contents

  • What You Need to Know
  • Analysis
    • Four Components Determine the TCO
      • The Base Monthly Fee, or the Number of Employees Requiring Access to the Tool, Is 74% of the Overall Cost
      • Customization of the Solution Is 24% of the Overall Cost
      • Launch Integration Is 35% of the First-Year Cost
      • Change Management Is 2% of the Overall Cost
    • Determine What Your Organization Needs to Determine Your TCO
    • Next Steps
  • Recommended Reading
© 2011 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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