Cloud computing is a tactics of information technology consumption in which dynamically ascendable and often virtualized resources are provided as a duty over the Internet based on a subscription pricing model. Cloud benefits include increased deployment, on-demand scalability, anticipated expenditures, lower total cost of ownership and elevated focus on core capabilities .Customer management enterprise has been a major enterprise in field of cloud computing for decades now. These days’ enterprises mainly focus on customer satisfaction need to manage their relationships with their customers in an effective and just manner. This lead to the creation of CRM solutions by the software managers. The technology and broadband advancement that was the prime motto for developing web-based CRM solutions was achieved in addition to their CRM on-premise solutions. The business model which was adopted by these vendors was in which CRM on-demand systems were provided via monthly-subscription fees, leading to the decrease in ownership of the servers in this system. Business like this is effective for companies looking for small to effective services which earns a huge amount of profit with less investment.
Now a day, CRM on-demand market is quite mainstream with more than 40 vendors providing similar provisions. More than that, CRM on-demand is handed over via Software-as-a-service method, which is an actually new technology with exclusive benefits along with drawbacks. Therefore it is inevitable for the SMEs managers to take decisions which are favorable to their needs and requirements.
Mainly this research on CRMs focuses of quantitative and qualitative functionaries of the system. The appraisal criteria for CRM on-demand systems at a functional and general level were proposed. The routine criteria were carried out via collecting data from CRM on-demand experts and users in SMEs by a proper framework of questionnaires. Joining these criteria created the proposed structure through which it was applied to evaluate two major CRM on-demand systems in the market. The results gave result to the following fact that CRM on-demand systems cover the basic assistance of CRM including sales, marketing and service modules and offer elevated functionality such as mobile CRM, social CRM and customizations. With positivity’s comes negativities and thus it revealed drawbacks of CRM on-demand systems such as dissolution with legal applications, limited language footing, limited country opportunity and technology growth which needs to be known in the future time.
This research procedure plays a major factor for managers in SMEs when selecting CRM on-demand systems for their companies. Moreover, the academicians interested in CRM and cloud computing can improve the proposed framework and make it suitable to different cases.
While the cloud computing CRM terminology has been derived from ‘ASP’ (Application Service Provider) to ‘on-demand’ to ‘hosted applications’ to ‘Software as a Service’ (SaaS) to the ongoing appellation of ‘cloud computing’, the approach of exhausting customer relationship management software systems forwarded over the Web based on a subscription pricing model continues to get a double digit market growth and be the prime agenda item on the CIO’s review list. Now with delirium pitch hype and media, IT buyers want clear elucidation, lessons learned and perceptible benefits when calculating the decision to outsource their IT responsibilities.
Now coming to the reason why CRMs is called the best service in field of cloud computing. There are seven main reasons to proposing this fact. The first would be access due to the easy method of getting access to the software it makes it the best possible solution to cloud computing. Another reason for CRMs in cloud computing would be its great flexibility and mobility feature due to which it is easy to accomplish better CRMs solution. As cloud computing is an easy and accessible information to which is beneficial for companies to know the rise and decease in profits. CRMs are used by various companies which keeps them updated with the flexibilities and accessibilities in the company. This system ensures every individual user has its own log-in id and thus there is a better collaboration of service providers and consumers. With such benefits CRMs in cloud computing has set new goals to the use and need of cloud computing in the modern scenario which gives new wings to the user.