Software as a Service (SaaS)

Definition

The better a business can manage the relationships it has with its customers the more successful it will become. Therefore IT systems that specifically address the problems of dealing with customers on a day-to-day basis are growing in popularity.CRM is not just the application of technology, but is a strategy to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology.

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Which Way Should You Go?

The key factors that decide the appropriateness of a CRM deployment, whether on-site or hosted include the amount of integration required, customer processes, and the extent of operations required for a fruitful customer interaction. An on-demand solution can be useful in scenarios where customer relationships are managed largely by the sales department which functions more or less as an independent entity.

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Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the call center as companies are discovering the advantages today’s hosted solutions offer over premise-based systems. Applications such as IVR, ACD, speech analytics, predictive dialing, workforce management, call recording and CRM can be hosted on a shared platform in a data center and delivered to agents via the IP networks, enabling companies to deploy a full-featured contact center system for a fraction of the cost of licensed software. These new solutions, which have much greater power and flexibility compared to the early hosted or ASP-provided solutions of a few years ago, are now opening a new frontier for customer care.

Full article on CRM Daily

This article brought to you by ICON Technology Solutions. Find us at www.icontsi.com. Oklahoma, Arkansas, and Kansas’ 1# Netsuite integrators of on-demand web-based CRM, ERP, and Accounting SaaS solutions.