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Making Outsourced CRM Work

"What can firms do to ensure that they are appropriately compensated for lost time when their hosted CRM system goes down? Uptime guarantees and service-level agreements are standard with most traditional hosting providers, but some software-as-a-service (SaaS) specialists -- like CRM SaaS leader -- have yet to standardize a service-level agreement (SLA) that reimburses customers for unplanned downtime. "Companies should review existing contracts to understand what guarantees exist and negotiate for additional clauses in new contracts that include compensation for unexpected downtime," says Liz Herbert of Forrester Research...

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