Many businesses are deploying Software as a Service (SaaS) CRM. While SaaS CRM is sometimes called on-demand CRM, Web-based CRM or hosted CRM, not all of the terms are synonymous. This introduction serves as a glossary of CRM and can help you understand the most important terms related to the SaaS deployment model.
Table of contents:
Introduction to SaaS and on-demand CRM
SaaS CRM software evaluation and implementation
Choosing a SaaS or on-demand CRM vendor
SaaS CRM industry news and trends
More CRM learning tools
| Introduction to SaaS and on-demand CRM | |
SaaS CRM technology has grown increasingly popular and become appropriate for all sizes of businesses. Its Web-style deployment can eliminate IT department requirements and make remote access and mobile integration easier.
SaaS-related terminology can create confusion, with the terms SaaS, hosted, on-demand and Web-based often used for similar delivery models. Hosted CRM refers to a situation where a company outsources CRM functionality to an application service provider, which hosts commercially available software for customers and delivers it over the Web.
According to expert Denis Pombriant, "Hosted simply means someone else is managing the application on a computer that is remote from the user. Hosted makes no promises about the applications being delivered in a multi-tenant mode."
He mentions current vendors Salesforce.com Inc., NetSuite Inc. and RightNow Technologies Inc., which all offer SaaS CRM products.
With on-demand CRM, according to Whatis.com, "computing resources are made available to the user as needed. The resources may be maintained within the user's enterprise, or made available by a service provider." This style allows businesses to meet fluctuating demands easily. In this case, "the provider gives customers network-based access to a single copy of an application created specifically for SaaS distribution."
IDC predicts that SaaS will be worth $10.7 billion by 2009. For more information on related terms, browse these resources:
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SaaS vs. traditional CRM software
Though terminology like SaaS, on-demand and hosted may be confusing, these styles of delivery are more similar to each other than to traditional on-premise CRM systems. According to SearchCRM.com expert Denis Pombriant, an on-premise implementation involves installing software on your own computers in your computer room and using your own IT staff to manage it. Read the complete explanation of on-demand vs. on-premise CRM in this expert response.
Table of contents:
Introduction to SaaS and on-demand CRM
SaaS CRM software evaluation and implementation
Choosing a SaaS or on-demand CRM vendor
SaaS CRM industry news and trends
More CRM learning tools
