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Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | San Mateo, CA 94402www.altimetergroup.com

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CustomerBillOfRights:Software-as-a-Service

39BestPracticesToImprovetheSaaSClient-VendorRelationship

October 12, 2009

ByR“Ray”WangWithJeremiahOwyangIncludesinputfrom57ecosystemcontributors

2 Customer Bill Of Rights: Software-as-a-Service

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Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | SanMateo, CA 94402www.altimetergroup.com

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EcosystemInput ------------------------------------------------------------------------------------------------------3

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InfluencerInput---------------------------------------------------------------------------------------------------------3

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VendorInput-------------------------------------------------------------------------------------------------------------3

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CustomerBillOfRights:Software-As-A-Service--------------------------------------------------------------4

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PurposeAndIntent-----------------------------------------------------------------------------------------------------4

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ExecutiveSummary ----------------------------------------------------------------------------------------------------4

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CostTransformationDrivesMainstreamSaaSAdoption-------------------------------------------------------4

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SaaSLicensee’sRightsMustReflectUniqueBusinessModelConsiderations------------------------------6

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SAASBillofRightsSpanaContinuousOwnershipLifecycle--------------------------------------------------7

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Section1:OwnershipExperienceAndGovernanceModels---------------------------------------------------------8

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Section2:Selection----------------------------------------------------------------------------------------------------------9

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Section3:Deployment---------------------------------------------------------------------------------------------------- 10

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Section4:Adoption-------------------------------------------------------------------------------------------------------- 10

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Section5:Optimization--------------------------------------------------------------------------------------------------- 11

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Section6:Renewal--------------------------------------------------------------------------------------------------------- 12

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CustomerRightsMustComeWithResponsibilities -----------------------------------------------------------13

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Recommendations -------------------------------------------------------------------------------------------------14

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PutTheBestPracticesFromSaaSBoRToUseAcrossTheOrganization----------------------------------14

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Resources-------------------------------------------------------------------------------------------------------------15

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Community-------------------------------------------------------------------------------------------------------------15

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AboutAltimeterGroup ----------------------------------------------------------------------------------------------15

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Footnotes---------------------------------------------------------------------------------------------------------------15

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Customer Bill Of Rights: Software-as-a-Service 3

Content Protected Under A Creative Commons Attribution-Share Alike License 3.0

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Published by Altimeter Group, LLC. | 1855 South Grant Street, Suite 100 | SanMateo, CA 94402www.altimetergroup.com

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Ecosystem Input

TheCustomerBillofRights:Software-as-a-Service(SaaS)reportcouldnothavebeenproducedwithoutthegenerousinputfromsomeoftheleadingmarketinfluencersandthefollowingvendorswhohaveshownakeeninterestintransformingtheclient-vendorrelationship.Pleasekeepinmind;inputintothisdocumentdoesnotrepresentacompleteendorsementoftheserightsintotalbytheindividualsorvendorslistedinthisreport.

Influencer Input

NenshadBardoliwallaNaomiBloom,BloomandWallaceKevinDobbs,MontclairAdvisorsBobEvans,TechWebDennisHowlett,EnterpriseIrregularsPhilFersht,HorsesForSourcesChristianGherorghePaulGreenberg,The56GroupJamesGovernor,RedMonkErinKinikinEstebanKolskyMichaelKrigsman,AsuretFrankScavo,ComputerEconomicsJoshWeinberger,CRMMagazine

Vendor Input

AgressoAppiroBoomiBlueWolfCiscoSystemsCODADemandMediaEpicorEverestSoftwareFlexeraGetSatisfactionHelpStreamIBMInforInformaticaInfosysIntacctIntuitJiveSoftwareKickAppsLithiumM-FactorMicrosoftMzingaNetSuiteOraclePanayaIncPatniPervasiveSoftwareRightNowTechnologiesRiminiStreetSalesforce.comSAPSocialTextSoftBrandsSuccessFactorsSugarCRMTelligentTenroxUltimateSoftwareUserVoiceVMWareWorkday