by Michael Maoz | December 18, 2013 | Comments Off on A Tale of Two CRMs
When Dickens opened A Tale of Two Cities with “It was the best of times, it was the worst of times,” he could have been speaking about the massive opportunity and challenge of changing CRM strategies and technologies. The dissonant chorus of banshee from the Cloud-vendors cries out about the demise of on-premise software, while their maenad counterparts in marketing rave about the all-is-possible capabilities of SaaS anything. No matter that it is still traditional on-premise software running nearly 100% of all complex ERP, complex billing, complex order management, and retail customer service and support desktop – look aside at reality and rush into the SaaS-Breech.
When is the last time that you read about a business leader complaining about a failed SaaS-CRM implementation of any complexity? Can we submit that there are two possibilities, both of which should give one pause: either it is because there are so few complex SaaS-CRM software deployments (global, complex business rules, model-driven design, multiple backend system integration, real time feeds…) to point to, or a virtual gag-rule is stifling access to failures.
“Complex” is still the realm of on-premise, hosting, BPO, or private-Cloud.
Success is still less because of the architectural model or delivery model, and mostly about good process design, great consulting and integration services, a top-notch relationship between the business/end-users and IT, oversight and control from the top, with innovative ideas from the bottom, and design simplicity.
As we head out of 2013, if you are a company focused on processes to support retail customers with complex sales and service needs, look before you leap. The pressure to believe should not outweigh your instincts to rely on a fact-based set of decision criteria on how to move your CRM technology program forward.
Thank you for a tremendous 2013!!!!
View Free, Relevant Gartner Research
Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence.Read Free Gartner Research
Category: applications cio cloud crm customer-centric-web ecommerce it-governance leadership saas-and-cloud-computing sales-force-automation social-crm social-networking social-software strategic-planning
Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.