CRM refers to a software solution that targets the most profitable customers, their buying habits, and helps solve sales and supply issues. In addition, CRM features keep customers satisfied with the service given to them, so that they will remain loyal to the company.
Now many larger businesses rely on hybrid hosted CRM solutions to implement customer relationship management systems since these CRM solutions are a low-risk, high-return model for companies of all sizes and they maintain the security requirements of even the largest enterprises. Hosted systems do have their benefits, but they also have their drawbacks that include lack of control for the company, application integration issues, as well as security issues.
Going from hosted to hybrid
A hosted CRM solution is one in which the company rents from an ASP (application service provider) so that enterprise-level CRM applications can be offered to small and mid-size companies. Hosted solutions are easy to startup and operate, are much less expensive than non-hosted solutions, and they offer minimal IT involvement. No dedicated server is necessary, nor are routers or a server operating system. Service level agreements also protect the company from downtime and outages. In addition, hosting offers excellent lead tracking and routing, information access, as well as training for CRM associates.
A hosted application is dependent on an Internet connection and features swift deployment, advanced workflow capabilities to handle report distribution, customer and sales lead routing, voice access, along with a multi-tiered architecture to support channel management – but the CRM solution might still run into performance issues for a large enterprise that must have their CRM program operate on multiple departmental levels. A possible solution for a company wanting to avoid these hosted CRM limitations would be to rent a hosted application, and then buy it. This way, a company can evaluate a hosted solution before integrating it into their own system.
What does a hybrid solution involve?
An emerging trend is for companies to evaluate their hosted solutions before they buy into an in-house set up, or hybrid solution. These hybrid ISVs (Independent Software Vendors) provide in-house implementations as well as hosted deployments. This is a low-risk approach for companies to experience Return on Investment with the ASP and see the CRM financial benefits in a short amount of time. Choosing between an in-house implementation and a hosted solution involves researching the company’s technology strategy, risk profile, IT budgets, IT resources, opportunity costs, customization requirements and industry-sector requirements.
Some of these hybrid ISVs applications, such as TierConnect produce the latest software solutions that address functionality, customization, and integration requirements of demanding enterprise companies.
In short, CRM is designed to build relationships with customers, not just maintain them. CRM’s goal is to have those customers keep coming back and businesses need to have the correct CRM solution for their size. Companies have to know their IT resources, their customers, their goals and their business strategy before implementing a hybrid customer solution. If the company is small-to mid-sized it may benefit more from a hosted solution than a larger company which needs greater customization and flexibility between departments. For further information on this subject, please see the Hosted CRM Guide website.
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