Investigating the ROI from Salesforce.com

June 1, 2005 - Research F49

Most companies had achieved a positive ROI from Salesforce.com by replacing a paper-based or individual contact management solution, and seldom deploy to more than 500 users. Unlike enterprise CRM, Salesforce.com can be deployed quickly, but it also has lower switching costs: customers tend to be prices sensitive, and 38 percent are currently planning or would consider moving to another CRM solution.