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10/19/06 - Maintenance Fees on the Rise - Part III
We have been talking about the potential for software maintenance fees to rise in the upcoming years (past columns: Part I; Part II). In short, Gartner predicts annual maintenance fees are on the rise and they could go up to 30% of software license prices by 2010.
One reader wrote, "We have one vendor who has tried to run up our maintenance every year over the past few years. Each year, we have had them bring the invoice back in line with our other maintenance costs. We don't mind paying a reasonable price, but we will not be gouged. Since this has occurred three years running, we are looking to replace their product."
No one likes the rules of game changed on them while the game is still in play. There may be good reasons for changing maintenance fees but if they are not understood by the one writing the check, loyalty can suffer. Tomorrow, I'll share with you a vendor's perspective.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Infra has announced infraEnterprise Version 8, a web-based solution that sets a standard in the IT Service Management industry with its advanced ITIL capabilities and ease of integration with third party technologies. The solution is independently verified to the highest level for ITIL compatibility across all processes (Incident, Problem, Change, Configuration, Release, Service Level and Availability Management).
etalk announced that they had received the highest overall customer satisfaction rating in a recent independent customer satisfaction survey of eight vendors in the call recording market.
Oracle announced the general availability of Oracle PeopleSoft Enterprise On Demand and Oracle On Demand for Siebel CRM (Customer Relationship Management).
Mercury Interactive announced its BTO strategy for service oriented architecture (SOA). The Mercury BTO strategy for SOA details how customers use Mercury BTO Enterprise(TM) and Mercury's Systinet offerings together to mitigate SOA business risk and deliver business outcomes from SOA initiatives.
Solegy announced that it will launch a hosted presence service to augment its ServicePDQ platform at the Fall VON show (Booth #810) in Boston, MA. Developed and hosted by Solegy, the presence service can be incorporated into any pre-existing or new network application.
Harris Interactive is pleased to announce the launch of HISB Europe, a new business unit dedicated to serving the needs of market research firms in Europe.
SPSS released an upgraded version of its survey research product suite, Dimensions 4.0, that enables professional agencies to further optimize their research processes and organizations to make stronger customer-centric decisions based on more insightful customer feedback.
AIM Technology announced that its AIM Performance solution is compliant with key contact center solutions from Avaya.
FINEOS announced its further expansion into the Canadian financial services market.
Stellar Call Centres announced that the Victorian Electoral Commission (VEC) has appointed Stellar to establish the 70-seat Telephone Enquiry Services Centre to support the 2006 Victorian State Election.
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| CRMAdvocate Stock Index |
| CRMSI | 55.71 |  | -0.15% |
| Dow Jones | 12,011.81 |  | 0.15% |
| Nasdaq | 2,342.68 | | -0.05% |
| S&P 500 | 1,366.69 | | -0.03% |
| Top Gainers |
| Vignette | 15.14 | | 1.27 |
| NICE | 30.68 | | 0.43 |
| HP | 39.14 | | 0.25 |
| Top Losers |
| SAP | 50.41 | | -1.12 |
| eLoyalty | 18.25 | | -0.56 |
| SPSS | 27.16 | | -0.50 |
| Complete Stock Index |
| As of close 10/18/06 | |
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EDP helps companies connect with customers - no question about it - There is a phrase called "The $64,000 Question." Derived from the 1950's TV show of the same name, people will use it when they want to indicate they are asking a critical question.()
|  | | Data quality cleans up customer records at Intellidyn - A new data quality system lets the customer information repository match millions of records in just hours.(SearchCRM)
| | | US Medium Businesses to Spend US$1B on CRM Solutions This Year - US medium businesses will spend over $1 billion this year on customer relationship management (CRM) solutions, as they increasingly recognize the need to improve and extend their CRM capabilities. The US medium business market is still under-penetrated in terms of CRM adoption, with just 35% of these businesses currently using CRM solutions. However, MB spending on CRM is set to grow at a 9% CAGR over the next five years.(CRMToday)
| | | Internet Telephony: An Invaluable Asset - Contact centers have become the arteries of organizations, so before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.(CRMDaily)
| | | Saluting the Squawkers - Complaints Often Key to Improving Sales, Retention and Loyalty(Expressions of Excellence)
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"OUR TAKE"
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