Businesses Really Cannot Quantify Return From Hosted Services

Many organizations talk about the return on their software investments, but most of them are just jawboning, says Forrester Research analyst Michael Maoz. "They have no clue, really," he says.

And that goes for “software as a service” or cloud computing apps as well, he argues.

At least 90 percent of large organizations using sales automation in a SaaS model cannot show a true and accurate five year picture of spend on their SaaS system versus what an alternative would have cost them, he says.

Social CRM and ROI don’t go together necessarily