The ROI of SaaS vs. on-premise CRM

Determining whether to deploy on-premise or on-demand technology can be a difficult task, but recent findings from Forrester Research offer a method and provide a mixed result.

When vendors such as Salesforce.com and RightNow emerged on the enterprise application scene, offering CRM via the Software as a Service (Siebel and Wang researched the ROI of SaaS and on-premise deployments using Forrester's Total Economic Impact (TEI) methodology. The method includes factors beyond just costs, such as benefits, risks and flexibility of the deployment. The research also took into account more than just CRM applications...

and included security, supply chain, and ERP applications.

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