CRM: Software as a Service versus On-premise – benefits and drawbacks

Sammanfattning: Nowadays, most of organizations try to find the best solution to improve their business processes by using advantage of technologies, which are always developing to replace the mistake of traditional version, one of the most critical evolutions in technology system is Customer relationship management (CRM). CRM stakeholders who implementing CRM system or plan to implement CRM system had faced a lot of uncertainty in new technology, in this case, our focus is on CRM as a Service solution. CRM as a Service is CRM system that applied software as a service (SaaS) technology as a concept of cloud computing. It is a web-based application that hosted CRM application in provider’s side, where clients can access to one copy of application by web browser through internet. To investigate the improvement of CRM, we tried to evaluate SaaS’s benefits and drawbacks that assume to affect CRM as a Service solution. During this process, we had adopted interview as our research methodology and to observe the improvement of CRM system certain to conduct a survey questionnaire. Our research model will be oriented towards investigation of CRM as a Service system based on SaaS’s benefits and drawbacks. In this thesis, we are trying to acquire a better understand in benefits and drawbacks of CRM as a Service which applying the SaaS platform to improve CRM performance, it is helpful to evaluate the CRM as a Service in SaaS’s benefits and drawbacks aspects by considering the CRM experts perspective, it help the IT investors in organization, who plan or approach to on-demand service, to gain more knowledge in CRM on-demand service, and in long run to make right decision in CRM solution to their companies.