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SaaS and cloud solutions continue to represent key drivers in the CRM market, up from 8 percent of the CRM market in 2005 to 20 percent of the market in 2008, according to Gartner. SaaS and cloud CRM solutions spurred the evolution of computing -- with no more software installations, no infrastructure management and no more upgrades to test. With SaaS and cloud CRM solutions, development and implementation can now be accomplished in a fraction of the time required for on-premise solutions. And, users will love the new solutions, right?
Well, maybe. While SaaS and cloud solutions are often easy to turn on, and time to implementation is typically short, they are also easy to turn off when an organization doesn't realize the expected return on its investment. Because of this, SaaS solution vendors are wise to actively participate in helping their customers achieve their end goals in order to continually prove value and ensure long-lasting relationships.
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