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Gartner: SaaS CRM to rise

- Nov 20 2008, 22:41 PM

Up to 30 per cent of Australian-based organisations will be purchasing their customer service solutions through the software-as-a-service model by 2012, according to a technology analyst.

Gartner Research has disclosed that many businesses are experiencing project savings of between 25 and 40 per cent after deploying customer relationship management (CRM) applications through this method.

These savings are being made through reduced application expenses; lower implementation costs; and less dependence on large external service providers (ESPs) - which typically help business improve customer service processes.

Michael Maoz, vice president at Gartner, believes that an increased use in software-as-a-service (SaaS) will reduce the influence of ESPs in CRM and open up the market.

He said: "This could result in an erosion of customer satisfaction among large enterprises that invest in SaaS solutions unless they invest their own resources to measure and manage long-term CRM process improvements."

Last week, Oracle released the latest version of its Siebel CRM, which enables cost savings for firms through the use of open standards technology.

Find out how Experian QAS can help you with your data quality requirements.

Written by Liam HodkinsonADNFCR-1837-ID-18887416-ADNFCR


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