Cloud CRM: Benefits, Challenges, and Service Providers

Cloud CRM
Cloud Based Customer Relationship
Management

1.
Introduction
CRM-
• Process used to manage the interaction of the company
with its present and potential customers (Khodakarami and
Chan 2014).
Cloud CRM-
• Related to technology used for the purpose of customer
relationship management
• Can also be termed as Software-as-a-Service (SaaS) CRM
(Sultan 2013)
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2. Benefits of
Cloud CRM
• Hassle free and simpler than the traditional CRM process
• The organizations always rely on the security or safety of the
sales performance data that is provided by the cloud CRM based
service provider.
• Offers a host of services to the customers with internet and
various web-based tools (Ding et al. 2014)
• Enables the organisation to connect with the consumers in an
effective manner
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• Provides the customers with different mobile applications
so that it is easier for them to use the software on their
tablets and smart phones (Gupta, Seetharaman and Raj
2013)
• The cloud based solutions help in decreasing the burden
from the IT team of the company and the performance of
the sales team on the site can be managed.
• Decrease the burden from the IT team of the company.

• The software makes it easier for the team to customize a particular solution
so that the performance of the sales team can be managed and needs of the
consumers can be fulfilled(Choudhury and Harrigan 2014).
• enable the organization to use the updated and strongest version of the
specific software and the analyse the performance of the sales team
accordingly
• Enable the organization to use updated and strongest version of software
(Vijayalakshmi 2013).
• The size of the software can be changed based on the needs of the
organizations and the increasing size of the sales team.
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• Costs of implementation are also quite less and the
complexity is reduced.
• Takes the responsibility of securing the data of the
consumers (Almorsy, Grunndy and Muller 2016)
• security levels provided by the service provider of cloud
CRM is larger

• scalability is flexible in nature.
• productivity of the organizations is also increased (Son et
al. 2014)
• The shared information are based on real-time and provides
the current of the entire system
• Increase in collaboration of the organisational members and
the consumers
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3. Challenges of
Cloud CRM
The rate of usage of cloud CRM in the remote areas
• Use of cloud CRM in the remote areas affect the
operations of this process in the organizations.
Availability of devices
• Costs incurred in updating the devices and changing the
data service terms may not be balanced with the less
costs related to the usage of cloud CRM (Salahuddin et
al. 2014).