Gartner's 2008 survey of 333 enterprises in the US and UK found a low level of approval from customers, describing overall satisfaction levels as "lukewarm." Respondents who decided against SaaS cited high service cost, integration difficulty, and technical requirements.A recent report from Forrester, “The ROI of Software-As-A-Service,” examined a range of companies that chose SaaS solutions and found that SaaS does result in long-term value. Companies interviewed for the report cited several reasons for their ROI of SaaS:
Rapid deployment
Increased user adoption
Reduced support needs
Lower implementation and upgrade costs
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