Operating CRM in the Cloud: Is it Good or Bad for your Business?

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.