Another article on CRM (Customer Relationship Management software) talks about problems with SaaS (Software as a Service). This term can be found all over the IT press and is being hyped as the solution to all your technology problems. SaaS is simply a service where your supplier hosts the software that manages some aspect of your business (This BLOG is an example. I don't install or maintain the software. It's provided to me and I use it).
The primary point of the article is that SaaS doesn't eliminate the need to plan for implementing new software for CRM (or any other business function). The installation, management and support of software is only one small aspect of any software that will run your business functions. The time and effort needs to be put on your business processes and how implementation of the software will improve your ability to deliver the business outcomes that you are looking for.
The key elements of getting results that you want are:
1) Have a business goal.
2) Walk through your business process and identify how technology can improve your ability to deliver.
3) Don't forget the people. Everybody listens to their own version of WII-FM (What's in it for me). If your people don't see the benefits, they will fight it.
The cost of software is only one small part of the project. Lost productivity (as your people learn), conversion, training, consulting support are others. In an article on my website, I outline the costs of buying software.
Click here if you want to see the original article on SaaS and CRM.
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