TheLiterature Review on CustomerRelationship Management Based on Software as a Service
Shahla Asadi, Nor Hidayati Zakaria, Nastaran Mohammad Hossein, Shidrokh Goudarzi · 2013
The rapid advancement in IT technologies meant that the majority of the organizations areattempting to find the optimalapproach to upgrade their business process. In today's competitive marketplace, most organizationspay more attention to the customer demands; hence customer relationship management (CRM) becomes extremely important. One of the key evolutionary developments in technological systems is the customer relationship management (CRM) whichcan be applied the Software as a Service (SaaS) technology. CRM-based SaaS is an application which is accessible by the Internet, customer can accessan application using a simple web based application. Furthermore, the SaaS platform is the key ideain the fulfillment of the ever-changing customer requirements. Software as a Service (SaaS) cloud based customer relationship management (CRM) is a desirable application for both small and medium size organizations whenever they need as compared with the traditional CRM. Traditional CRM is too complex and expensive to implement for the expect return on investment, in comparing withCRM based SaaS whichallows companies of all sizes to implement CRM products and services asan element of the cost, time and effort.The present paper is a literature review of previous studiesfinding factors beneficial to the performance of an organization to meet customerdemands and enhance their business process more flexible and improving their work so efficiently.It is hoped that the results will help the organizations toidentifythe influence of SaaS on their operational expenses.