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TCO: A Surprisingly Misunderstood Metric

When companies evaluate different customer relationship management (CRM) solutions that all seem to promise similar capabilities, they tend to hone in on one key question before making a decision: What's the total cost of ownership (TCO)? However, answering this question is not easy. In the current economic climate, companies are looking more closely than ever at how much solutions cost and how much value they can bring to the business.

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