Customer Relationship Management (CRM) applications are well understood. Their functional components are straightforward, the technology is sound and mature, and the benefits of successful deployments are clearly generating value for organizations large and small. So why are these applications so expensive to buy or rent? What are the inherent costs that aren't conveyed when evaluating CRM solutions? This paper breaks down three important points that have significant cost associations that proprietary CRM solutions need to address. Pricing a CRM solution should go beyond the initial license and maintenance cost - to implementation, customization, and deployment flexibility.
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