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Could Software as a Service Save Your Customer Relationships?

Could Software as a Service Save Your Customer Relationships?

Posted 08/04/2009 by Gareth Cutter

Three months into the recession and it is likely your business is feeling the pinch to some extent, either directly or indirectly. These constraints could be budget cuts or customers less willing to part with their money. Either way, customer relationship management - cultivating leads into customers through monitoring their interactions with your company - will become both more urgent and difficult to undertake if kept in house.

What managers need from their customer relationship management programs is flexibility. This is where Software as a Service (SaaS) CRM programs have become a real boon to businesses. In a thought-provoking article for MyCustomer.com, Nancy Jamison writes, 'the movement towards standards-based, open software solutions has made the integration of traditional contact centre and third-party applications a reality' - meaning whatever size solution you need, there will be a customer relationship management program to fit.

The chief advantages are cost and flexibility based. SaaS customer relationship programs are traditionally charged on a cost-per-user basis, meaning that businesses are able to expand or contract the service as demand requires. It's more time and cost-effective to let a third party provider do this because users are added to or subtracted from the existing platform easily. Managers also aren't bought into software that depreciates over time and may not have enough people to justify running it.

SaaS also gives managers a greater flexibility to manage their roles and achieve results independently. It can be trusted to generate useful reports and facilitate a systematic lead generation process for sales staff without micromanagement, so managers have more time to spend on strategic decision making.

How are you currently using customer relationship management? Is your approach really flexible enough to meet the current economic demands, or is it time for you to migrate to a third party SaaS solution? To find out more about how it can help your business, please read our white paper, 'Seven Secrets to CRM Success' by clicking here.

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