Executive Overview

The way companies use and pay for customer relationship
management (CRM) applications is changing. Moving from a
predominantly perpetual license-based system, where companies
paid a large up-front sum and then smaller annual maintenance
fees, CRM software providers are now moving towards monthly or
annual subscription fees to access CRM software on the Internet.
The various pricing schemes can create confusion among buyers
as they try to assess the total cost-of-ownership (TCO) of different