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Customer relationship management software as a service-What is the providers' view of advantages of CRM software as a service?

Zhu, Minpeng and Ruchutrakool, Wiphop (2009)
Department of Informatics
Abstract
"Software as a Service" (SaaS) concept emerged in the late twentieth century as a new software delivered model and is outstanding in terms of swift software delivery. Some analysts predict that the unique of some characteristics in SaaS motivate software providers to offer many types of software as a service. Customer Relationship Management (CRM) system has been delivered by providers as a service and they uses this attribute as the sole business objective ever since the time that the company was established and it has been their core business now. There should be some advantages from SaaS and those motivate software providers for offering CRM system as a service. The problem is whether CRM system as a service certainly has many... (More)
"Software as a Service" (SaaS) concept emerged in the late twentieth century as a new software delivered model and is outstanding in terms of swift software delivery. Some analysts predict that the unique of some characteristics in SaaS motivate software providers to offer many types of software as a service. Customer Relationship Management (CRM) system has been delivered by providers as a service and they uses this attribute as the sole business objective ever since the time that the company was established and it has been their core business now. There should be some advantages from SaaS and those motivate software providers for offering CRM system as a service. The problem is whether CRM system as a service certainly has many advantages in fact; meanwhile, there are increasing arguments about the benefits of CRM system as a service. Furthermore, there was lack of previous scientific researches in advantages of CRM as a service and such a knowledge gap needs to be filled. Therefore, these incentives promote a research question, What is the providers' view of advantages of CRM software as a service? This study aims to gain better understanding about the advantages of CRM software as a service from providers' perspective. During this study, eight propositions were generated from a literature review. Later on, six interviews were carried out to gather empirical data used to test the eight propositions. At the end, the research has contributed the seven advantages of CRM system as a service. It is helpful for both clients and providers to comprehend the CRM system as a service advantages. (Less)
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author
Zhu, Minpeng and Ruchutrakool, Wiphop
supervisor
organization
year
type
H1 - Master's Degree (One Year)
subject
keywords
Service, Software, Product, Software as a service (SaaS), Software on-premise, Customer relationship management (CRM) system, CRM as a service., Informatics, systems theory, Informatik, systemteori
language
English
id
1436871
date added to LUP
2009-06-18 00:00:00
date last changed
2010-08-03 10:52:33
@misc{1436871,
  abstract     = {"Software as a Service" (SaaS) concept emerged in the late twentieth century as a new software delivered model and is outstanding in terms of swift software delivery. Some analysts predict that the unique of some characteristics in SaaS motivate software providers to offer many types of software as a service. Customer Relationship Management (CRM) system has been delivered by providers as a service and they uses this attribute as the sole business objective ever since the time that the company was established and it has been their core business now. There should be some advantages from SaaS and those motivate software providers for offering CRM system as a service. The problem is whether CRM system as a service certainly has many advantages in fact; meanwhile, there are increasing arguments about the benefits of CRM system as a service. Furthermore, there was lack of previous scientific researches in advantages of CRM as a service and such a knowledge gap needs to be filled. Therefore, these incentives promote a research question, What is the providers' view of advantages of CRM software as a service? This study aims to gain better understanding about the advantages of CRM software as a service from providers' perspective. During this study, eight propositions were generated from a literature review. Later on, six interviews were carried out to gather empirical data used to test the eight propositions. At the end, the research has contributed the seven advantages of CRM system as a service. It is helpful for both clients and providers to comprehend the CRM system as a service advantages.},
  author       = {Zhu, Minpeng and Ruchutrakool, Wiphop},
  keyword      = {Service,Software,Product,Software as a service (SaaS),Software on-premise,Customer relationship management (CRM) system,CRM as a service.,Informatics, systems theory,Informatik, systemteori},
  language     = {eng},
  note         = {Student Paper},
  title        = {Customer relationship management software as a service-What is the providers' view of advantages of CRM software as a service?},
  year         = {2009},
}