Operating
CRM in the Cloud: Is it Good or Bad for your Business?
Cloud
CRM stands for Cloud Customer Relationship Management, a popular marketingmethod used in the business sector nowadays. CRM is often mistaken as a
software or application, a kind of tool or technology. The truth is CRM is a
business strategy on how to deal with customers. The term “cloud” or more
appropriately, “in the cloud” is where a user can access a CRM application or any
software—that is through the internet.
The
demand for cloud-based systems is high because of the benefits it offers. It
appeals to users who want to access their system anywhere in real-time. Although
cloud applications are trending, don’t jump in the bandwagon yet. Consider the
following points below if cloud CRM is right for your company:
1. Security: we don’t say hosting
providers are lenient in terms of this aspect. Of course, they would be long
gone in the arena of cloud computing if they didn’t take this seriously. Keep
in mind the data transfer is via internet, a favorite hangout of hackers. Investigate
if the host provider doesn’t have security breach issues and a certified FISMA,
HIPPA, or PCI compliant.
2. Company
size: SMBs
(small to medium businesses) is just starting or progressing in their chosen
industry and still has limited resources to juggle. It could be ideal for such
companies to purchase a cloud CRM. The host provider will be accountable for
the hardware and software, the storage facility and even the maintenance of the
system.
In
detail, the following tasks are taken off the IT staff’s shoulders:
·
Separately
installing of the software in the server or individual PCs.
·
Purchasing
of new hardware and the CRM software.
·
Database
maintenance
·
Applying
patches and updates after the deployment.
On
the other hand, a multi-million or large company has the backbone or abundant
resources of installing and maintaining an on-premise CRM software.
3. Accessibility: a strong internet connection,
a username, and a password are all you need to access a CRM system. In the flipside,
your host provider must ensure that their systems are up round-the-clock. Consider
how critical your company’s operations are. If it can’t be avoided, formulate a
feasible response procedure on how to address customer complaints when the
cloud CRM is down.
Running your
business operations in the cloud could be a lightweight option but you must
also consider the risks they may affect your company. More importantly,
consider that every business solution must be viewed as a permanent fixture
rather than an ad-hoc solution.
