Customer Relationships Management in Organizations

Abstract

In recent years, the market for on-demand CRM applications suffered especially in the segment of small and medium companies because of the concerns about the cost and the complexity of on request implementations. CRM on demand is a good choice for companies that want to implement standard processes that can use data structures “out of box” with little or not at all internal IT support and does not require complex or real-time integration with back office systems.However, on-demand CRM software is not always as simple as vendors want us to believe. Customizing can be problematic and interface tools of CRM vendors can not provide desired levels of integration. Implementing a hosted CRM system should not take so much as traditional software packages does, but with very large and complex variants it may take even a year. In addition, some companies that hold sensitive data such as financial services could refuse to entrust control of such data to third parties for security reasons. For these reasons, AMR Research believes that by 2012, hosted CRM applications market will be only 12 percent of the total CRM market.In the last decade, CRM products were a market with strong growth, which has attracted a lot of companies, causing them to create their own CRM solutions. They created “flagship” solutions of small companies, specialized in such services or solutions belonging to specialized divisions of major solutions providers such as SAP, Oracle, Microsoft.Among these solutions we enumerate: ERP (Enterprise Resource Planning), Supply Chain Management – SCM, Microsoft Dynamics CRM, Data warehouse (DWH), etc.