Cloud CRM (or CRM cloud) means any
customer relationship management (CRM) technology where the
CRM software,
CRM tools,lead management mobile app and the organization's customer data resides in the cloud and is delivered to end-users via the Internet (see "
cloud computing").
Cloud CRM typically offers access to the application via Web-based
tools (or Web browser) logins where the CRM system administrator has
previously defined access levels across the organization. Employees can
log in to the CRM system, simultaneously, from any Internet-enabled
computer or device. Often, cloud CRM provide users with mobile apps to
make it easier to use the CRM on smartphones and tablets.
Businesses rely on
CRM software to simplify their customer service,
sales and marketing functions. The software is offered on two basic
platforms, namely, in-house and cloud-based applications. It is
imperative that you select the platform that is ideal for your specific
business needs, with regard to the pricing, technical know-how and size
of business.
In-house CRM vs.
Cloud-based CRM Applications
In-house CRM solutions are commonly referred to as On-premise
applications because the CRM software is hosted on servers that are
located within your business premises. In this case, you incur capital
expenditure to purchase the necessary hardware, as well as the relevant
software licenses. You will need to hire qualified personnel with the
technical skills to manage the software on a day-to-day basis.
Cloud-based CRM solutions operate on the Kapture model, whereby the CRM
applications are hosted remotely, on an internet server. You won’t incur
any capital expenditure to purchase hardware or software since cloud
hosting is a monthly operational expense.
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