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



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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
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