Gartner Research

How to Anticipate Social Analytics and External Community Application Costs Based on Volume

Published: 05 January 2015

ID: G00272495

Analyst(s): Jenny Sussin

Summary

Application leaders supporting CRM often feel there is a lack of transparency in social application costs. In this research, we address how clients can anticipate costs based on one of the most popular pricing models: volume.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify How Your Prospective Social Application Provider Prices Its Offering
  • Outline Your Proposed Use Case for a Social Application to Better Determine What Typical Volumes Might Look Like
    • Social Analytics Applications
    • External Communities' Applications
  • Ensure You Have Access to a Volume Dashboard So That You Can Monitor, in Real Time, Your Typical and Atypical Volumes
  • Ask Prospective Social Application Providers How They Will Account for Overages
    • Vendors Lock in Clients' Pricing
    • Vendors Allow for Abnormalities for a Short Time Before Insisting on a Change to the Pricing Tier
    • Vendors Do Not Allow for Any Overage and Cut Off the Service
  • Negotiate Future Contracts by Asking for a Cap on the Percentage Increase in Price Upon Renewal
  • Bottom Line

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