Customer relationship management (CRM) – do you tire of the constant activity that surrounds every account? Does this data bog down your system and make it difficult for your reps in the field to access the information they need? What if you could take advantage of cloud CRM – would that change your outlook?

This recent Host Review blog explores the importance of optimizing the opportunities presented with cloud CRM. The future is expected to offer a hybrid mix of IaaS, PaaS, SaaS (News - Alert) and physical solutions. Each business will have to observe the differences here and identify the solution that best fits its needs. Part of this process includes redesigning the business to accommodate the preferred cloud CRM SaaS platform rather than completing a rip and replace project in the physical house resource. When this happens, there are potential issues that can arise in terms of SLA, procurement, training and the ultimate risk to your data. 

At the same time, there are inherent risks in relation to the IT infrastructure. With the hybrid model in cloud CRM, there is the increased dependency on the network as the migration from the back office to the off site location takes place. In the process of moving to cloud CRM, it is critical to ensure a direct link to the remote back office. When making this move, only rely on a competent IT managed services provider to serve as the consultant to ensure the delivered business IT is of a higher quality and more robust than what it aims to replace. 

This trusted advisor will work through the business lifecycle that should be complemented by management tools most service providers deliver. For instance, the MSP should be able to design and cost the hybrid solutions in real-time for the client base, as well as define and contract the SLA around the cloud CRM service. The provider should also be able to provision and handover to the client the complete solution, and then manage and maintain the client. 

This three tier supply model of the trusted distributor, reseller and end user offers the potential to reinforce the confidence and consultative approach that the model enables. The approach is considered less disruptive to each supply chain tier as the Data Center now. Engineers working with cloud CRM handle the virtual rather than the physical assets and product lines. Desktops become lighter and offer a more effective experience. 

The bottom line here is that it isn’t necessary to reinvent the wheel to take advantage of cloud CRM. Simply trust your IT service provider, while you use tools that manage the entire process. You’ll wind up with a more successful launch and management of the platform over time.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny