Securing Cloud CRM For Better Customer Adoption

Grazed from CloudTweaks. Author: Padmanabha Sivanandan.

Cloud computing is the techno-business strategy of web-based access of diverse set of applications from any device and less workload on the Customer Service Representative’s (CSR) device as the software and data gets stored elsewhere. Any kind of application can be accessed through cloud, right from trivial word processing software to complex analytical engine for an enterprise. The primary benefit of cloud platform is that it allows an organization to focus only on its core competency as the complexity and overhead of managing IT applications and infrastructure will be addressed by the cloud platform vendor. Cloud based CRM enables organizations to manage customer experience via cloud in a flexible and cost effective manner. Salesforce.com, Microsoft and Oracle are major cloud based CRM vendors.

Benefits of Cloud CRM

There are a number of benefits of a cloud based CRM than an on-premise model, especially in terms of mobility, flexibility and cost.

• The CSRs can access the application from any device like desktops, laptops, tablets, Smart phones and PDAs via internet. So the customers are more quickly served.
• Cloud based CRM provides more flexibility as the upgrades and scaling-up of software are managed by the vendors.
• Typically cloud deployments have shorter implementation cycle and adhere to pay-per-use/subscription model and hence manageable cost…

Cloud Security and Availability:

Though many small and medium sized companies have started to adopt cloud based CRM strategy to benefit from low cost upfront and quicker implementation cycle, many large companies are still skeptical about migration to cloud due to storing sensitive data like customer details and commercial transactions in a remote database. Security concerns and fear of sudden outage are the major deterrents for cloud adoption, especially in CRM space where customer experience and trust are of prime importance. Some also ponder about migrating to private or hybrid cloud; however these alternatives are complex, tedious and costly when compared to public cloud. Consequently, the migration to cloud based CRM platform has been slow compared to the hype and expectation. According to an expert from Gartner “Despite the hype surrounding migration to the cloud, big differences in movement rates continue, depending on organisations’ size, industry, geography and specific requirements.”…

Read more from the source @ http://www.cloudtweaks.com/2013/09/securing-cloud-crm-better-customer-adoption/