A Forrester Total Economic ImpactTM Study Commissioned By Salesforce January 2018 The Total Economic Impact TM Of Customer Community For Customer Portals Cost Savings And Business Benefits In A Buy Versus Build Scenario Table Of Contents Executive Summary 1 Key Findings 1 TEI Framework And Methodology 4 Buy Versus Build Overview 5 The Customer Community Customer Journey 8 Interviewed Organizations 8 Key Challenges 8 Key Results 9 Composite Organization 10 Financial Analysis 11 Development Cost Avoidance Savings 11 Integration Cost Avoidance Savings 12 Software Cost Avoidance Savings 13 Infrastructure Cost Avoidance Savings 14 Faster Time-To-Market 16 Unquantified Benefits 17 Flexibility 18 Customer Community Fees 20 Professional Services 20 Implementation And O

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