Companies spend 80% of their IT budget on managing packaged applications

In our recent interaction with Craig Le Clair, VP and Principal Analyst, Forrester Research, he stated that companies are allocating huge budgets for managing their packaged applications. But with the advent of new customer engagement platforms such as social channels, do these packaged applications help move towards customer centricity?

Craig suggests that another alternative for businesses is to opt for solutions like Case Management which are inherently agile, allows businesses to create business rules and support analytics and ad-hoc reporting.

So the question is should you replace Packaged Applications with Case Management?