Robert Desisto

A member of the Gartner Blog Network

Entries Categorized as 'Uncategorized'

When, and When Not, to Pay the Premium

by Robert Desisto  |  February 21, 2014  |  1 Comment

One of the top questions Gartner receives from clients evaluating is, why are services so expensive versus the competition? With the recent introduction of’s Performance Edition (see “ Announces New Comprehensive CRM Edition”), customers who would have purchased Unlimited Edition (no longer available) are paying 25% to 35% higher prices than they […]

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Category: CRM salesforce automation Uncategorized     Tags: , ,

Laptops Facing Extinction for Sales People?

by Robert Desisto  |  May 23, 2013  |  Comments Off

Smartphone and tablet usage continues to expand for salespeople. Just today I was talking to a Gartner client who informed me that the iPad is the primary device their salespeople use during the day to access their sales force automation system. Why? Client said it is simple, it takes 5 – 10 minutes to get a laptop ready to […]

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Category: CRM ipad mobile sales salesforce automation Uncategorized     Tags: ,

Gartner 2013 CRM Sales Predictions

by Robert Desisto  |  January 2, 2013  |  Comments Off

In 2013, Sales application managers will try to understand the impact of social, mobile, cloud and big data on their sales applications strategy. Our 2013 CRM Sales Predicts provides guidance in all four areas. They key findings in our report include: Internet bandwidth increases and accessibility will accelerate sales force automation deployment movement to the […]

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Category: Cloud CRM SaaS salesforce automation Social Media Uncategorized     Tags: , , , ,

Twitter Customer Service Drops Ball

by Robert Desisto  |  December 31, 2012  |  Comments Off

I created a new twitter account for the high school track team I coach. Twitter can be a viable tool to communicate meet results to the media and college coaches for recruiting.  The team has a number of nationally ranked runners, and as expected there was quite of bit of activity the first day the […]

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Category: Social Media Uncategorized     Tags:

Amazon’s Cloud Outage Should Cause Pause

by Robert Desisto  |  April 21, 2011  |  5 Comments

While some may write that companies should have gotten better Service Level Agreements with Amazon, I ask does it really matter with such a long outage? Can a SLA really repair damage to your business? Just imagine having your customer contact center in the cloud being down for 20 hours. I am sure your customers […]


Category: Cloud Software as a Service Uncategorized     Tags: ,

Top SaaS Questions from Gartner US Symposium

by Robert Desisto  |  November 4, 2010  |  1 Comment

The volume of software-as-service (SaaS) questions posed more than doubled, compared with Gartner’s U.S. Symposium in 2009. SaaS is clearly top of mind for IT organizations. However, it is also clear that companies are taking a much more deliberate approach to their use of SaaS. Key questions included: Are SaaS solutions less expensive than on-premises […]

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Category: Cloud Uncategorized     Tags:

Does your vendor Support SaaS? Who Cares

by Robert Desisto  |  September 1, 2010  |  1 Comment

My favorite inquiry from a client is, “Does vendor X support SaaS? “. I respond by first going through the Gartner SaaS definition. I then make a determination. After which I say, who cares. I tell the client it is more important how a vendor supports specific components of SaaS . I just published a […]

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Category: Uncategorized     Tags: ,

Four Steps to Get in Front of the SaaS Curve

by Robert Desisto  |  July 22, 2010  |  1 Comment

There are many types of cloud computing, and each is progressing at a different rate. Software as a service (SaaS) refers to applications delivered as cloud services, and is in many ways the most mature of the cloud types. It is important that companies get in front or quickly catch up to the SaaS adoption […]

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Category: Uncategorized     Tags:

Software as a Service Sales Force Automation Prices Are Eroding

by Robert Desisto  |  November 5, 2009  |  2 Comments

Will Software as a Service or Cloud Computing erode prices in business application markets? If sales force automation is an indicator the answer is yes. Just this week Microsoft announced both a price cut and special promotion for its Microsoft CRM Dynamics Online offering. (see Gartner Research Note – Microsoft Reduces Prices to Win CRM […]


Category: Uncategorized     Tags: , ,

Are You Having Difficulty Managing Software as a Service?

by Robert Desisto  |  October 29, 2009  |  Comments Off

This past month 20% of my customer inquiries came from CIOs and their supporting staff asking how to fix poorly negotiated SaaS contracts or respond to new business requirements for SaaS services. In many cases, the IT organization’s first exposure to SaaS is when problems occur. Rather than solve each problem as it occurs, I […]

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Category: Uncategorized     Tags: ,