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Pencil Banner customers say new analytics should be included in core fees

Chris Kanaracus | Jan. 30, 2012 customers are sounding off about the fact that an upcoming Analytics Edition of the CRM (customer relationship management) software will have an additional price tag, saying that the functionality it includes should be part of their base subscriptions.

Asked for comment on the flap, CEO Marc Benioff said via email on Friday he was not familiar with the details of Analytics Edition, and referred the query to's public relations department.

"As a social enterprise, customer success is always's number one priority," a spokesperson said in an emailed statement. "Many of our customers have been asking us to bring the magic of Salesforce to the aging BI market. Traditional BI is not delivering value to companies and is ripe for change."

"Our Analytics Council, which is made up of dozens of customers, advise us on the features and pricing based on their needs as a social enterprise," the statement added. "The pricing for Analytics Edition reflects an entirely new model for BI, delivering higher ROI for companies and individual employees."


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