Return on investment (ROI) is the first hurdle to, and the final grade on, content management (CM) investments. ROI forecast have become a required component of virtually every funding request. This paper presents a framework to improve the accuracy of, and increase the confidence in, ROI forecasts for content management investments. An important ingredient in ROI calculations is Total Cost of Ownership (TCO). This paper presents the case that TCO calculations are often incomplete and that these omissions result in inaccurate and unreliable ROI forecasts. A broader approach to TCO, labeled Total Cost of Adoption (TCA), incorporates traditional TCO metrics and accounts for additional factors that influence the cost and ultimate success of adoption, factors that are typically marginalized or ignored. TCA extends each component of a TCO calculation to provide a more comprehensive view on the total investment required to increase the level of confidence in ROI forecasts and to improve a CM investment's return.
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