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Is CRM cost creep the fault of the vendor or the customer's poor definition of scope?

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A collection of interviews by CRM Experts, Zoho customers, and Media on the CRM trends. These interviews were sponsored by Zoho during the recently held CRM Evolution 2011 Conference, New York, USA. [More]
Viewed Times: 1788 Add Date: 08/28/2011  
We've all fallen into the trap of being sold a bill of goods way below what we eventually end up paying. Such has been the problem in the CRM space. Customers think they're getting a product for one price, and when all is finally rolled out, they can end up paying two to three times the original amount. What's happening? At the CRM Evolution Conference in New York City, I discussed the issue with two CRM experts, Michael Fauscette, Group Vice President, Software Business Solutions at IDC and Brian Vellmure, Principal and Founder of Initium, LLC (blog). Both Fauscette and Vellmure agreed that complaints of CRM cost creep was not an industry wide problem, but rather isolated to just a couple of vendors. Unfortunately I couldn't get them to cough up any names. There's a perception that CRM apps should be SaaS because it's cheaper to deploy and grow. But sometimes on premise makes more economical and effective sense argued both Fauscette and Vellmure. Watch the video as the two roll out

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