CRM on Demand

摘要

Hosted ckm solutions, which deliver sfa and more through the browser as a service, were once considered upstarts. But the failure of first-generation, server-based CRM software — and the stunning success of Salesforce.com — has ushered CRM into the mainstream. Proof can be found among traditional vendors, who have scrambled to deliver hosted versions or to slap a Web-based front end on their CRM software. With much lower costs of entry than those of on-premise solutions and feature sets that rival those of in-house applications, hosted CRM solutions no longer seem risky or second-class. Yet, not all hosted vendors can capture the triple crown of sales, service, and marketing excellence. With customer satisfaction and touch-point management intrinsic to the success of every business, the InfoWorld Test Center decided to kick off 2005 by sorting hype from substance in hosted CRM.