Gartner Research

The Three-Year Total Cost of Ownership for CRM Software for MSBs

Published: 15 April 2004

ID: G00120575

Analyst(s): Wendy S. Close, Beth L. Eisenfeld, Jim Davies , Alexa Bona


Customer relationship management (CRM) has become affordable for midsize businesses (MSBs). For an MSB with 170 CRM users, throughout three years, expect to pay between $3,900 to $5,400 per user for a simple CRM solution, not including end-user hardware, telecommunication charges and internal help desk.

Table Of Contents
  • Management Summary
  • Introduction
  • Comparing the Costs of the Most Popular MSB CRM Solutions Using Gartner's TCO Scenario
    • Cost Comparison: Gartner's Scenario and User Reported Costs
  • Vendor Product Cost Profiles
    • Best Software's SalesLogix
    • Microsoft's Microsoft CRM Professional Edition
    •'s Enterprise Edition
    • Siebel's Siebel Professional Edition
    • Siebel's Siebel OnDemand
    • Siebel's Siebel MidMarket Edition (a discontinued product)
    • Onyx Enterprise CRM
    • Pivotal's Pivotal CRM v. 5
  • Solutions Rated the Highest by Users in Price for the Value Received
  • Conclusion
  • Acronym Key

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