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CRM Glossary


A hierarchical structure used for categorizing a body of information or knowledge, allowing an understanding of
how that body of knowledge can be broken down into parts, and how its various parts relate to each other.
Taxonomies are used to organize information in systems, therefore helping users to find it.

CRM relevance: Highly relevant.


TCO (Total Cost of Ownership)

Analyst firm Gartner defines TCO as "the holistic view of costs across enterprise boundaries over time."

According to research released by analyst firm Gartner in November of 2006, per user TCO is about 4.5 times higher than the actual cost of software and hardware when additional incurred costs such as IT support, administration, downtime and operational costs are considered. Gartner also highlighted that about half of a typical TCO is from users who perform informal (nondedicated or unofficial) technical support; often due to unavailable dedicated IT (Information Technology) or help desk resources. These material costs are often unbudgeted, hidden and poorly accounted for.

CRM relevance: Highly relevant.