What are the components that must be considered in a TCO ...

[DelorasTo]

What are the components that must be considered in a TCO analysis?
 
  What will be an ideal response?

Question 2

________ management is an important capability for customer service processes that is found in most major CRM software products.
 
  A) Returns
  B) Lead
  C) Account
  D) Events
  E) Field sales

[SVictor]

Answer to Question 1

TCO cost components include hardware acquisition, which includes the purchase price of computer hardware equipment, including computers, terminals, storage, and printers; software acquisition, which includes the purchase or license of software for each user; installation, which includes the cost to install computers and software; training, which includes the cost to provide training to information systems specialists and end users; support, which includes the cost to provide ongoing technical support; maintenance, which includes the cost to upgrade hardware and software; infrastructure, which includes the cost to acquire, maintain, and support related infrastructure, such as networks and specialized equipment; downtime, which includes the cost of lost productivity if hardware or software failures cause the system to be unavailable; and space and energy, such as real estate and utility costs.

Answer to Question 2

A