The Debate Around software as a service usually focuses on whether it's better or worse than conventional licensed software. The answer is neither-businesses that have adopted SaaS will tell you it's good for some things and not for others. But that's only one lesson gleaned from this bigger truth: You can't use the same metrics to assess SaaS as you use for conventional software. To understand SaaS requires a new mind-set. When IT and business managers shop for software, important attributes include the ease with which it can be customized and how well it can integrate with other systems. But SaaS offerings typically can't be
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