Chapter 8: Achieving Operational Excellence and customer Intimacy : Enterprise Application
Sunday, 8 December 2013
1.What types of companies are mostly like to adopt cloud-based CRM software services? Why? What companies might not be well- suited for this type of software?
The traditional enterprise software vendors like Oracle are using their well-established position to grad a share of the cloud-based application market; newcomers like Right Now, Compier and Sugar CRM have found success using some different tactics. Because most companies that are interested in cloud computing are small or midsize and lack the know-how or financial resources to successfully build and maintain ERP and CRM applications in-house. However, the large companies have made the switch to cloud. Company officials were hoping to eliminate maintenance and administrative costs, but not at the expense of a storage system that meets their requirements, were never out of service, and worked perfectly
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2. What are the advantages and disadvantages of using cloud-based enterprise applications?
-The cloud- based advantages as it attempted to merge information from different sources and many smaller companies have taken advantage of a new type of cloud computing. For example, cloud-based applications can merge customer 25 disparate sources and applications into a single system.
-Disadvantages are the company officials were hoping to eliminate maintenance and administrative costs, but not at the expense of storage system that met the requirements, was never out of service and worked perfectly and they will cost a lot of money from enterprise
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3. What people, organizations and technology issues should be addressed in deciding whether to use a conventional CRM system versus a cloud-based version?
-Nikon found that not only Right Now had the capability to implement that system, but also it had an array of other useful services.
-When Nikon discovered that if could combine outbound e-mail, contact management and customer records into a single in Right Now’s cloud, it made the move, expecting to receive a solid return on investment.
-However, more customers found the information they need on the Web, call response times dropped by 50 percent, and incoming e-mail dropped by 70 per cent.
-While Nikon still hosts its SAP ERP system internally due its complexity, Nikon switched it entire CRM system to Right Now companies that manage their CRM application with a cloud infrastructure have no guarantees that their data will be available at all times, or even that the provider will still exists in the future.