The e-commerce solution that is recommended for Sam’s Business is cloud CRM. Cloud Customer Relationship Management (CRM) system is the system in which CRM software and tools reside over the Internet along with the CRM data and are provided to the end-system users through the same (Chen, Lin and Chuang, 2016). A web-based interface is made available for the end-users to access the system and the CRM activities, data storage, and its management is done over the cloud.
Cloud CRM system is an e-commerce solution that will be apt for Sam’s business. It will allow the consolidation of the sales data and information provided by different resources and the time spent in consolidating all of the data will be saved. There will be a central repository that will be available and accessible to the cloud CRM users and the remote access will also be provided (Al-nsour, Alryalat and Alhawari, 2014). The sales resources that will not be able to return to the office will be able to provide the information from their end using the cloud access which will avoid the synchronization issues.
The cloud CRM system that shall be deployed at the Sam’s office shall use Software as a Service (SaaS) as the cloud model. It is the model in which cloud vendors hosts the infrastructure and the components needed for the system. The access to the virtualized computing resources is provided to the users. The model is suitable for the businesses that have IT resource challenges and may not be able to handle the infrastructure. It will be apt for Sam’s Business.
There are three different types of cloud models available and based on the business specifications and requirements the most suitable model should be chosen by Sam’s Office. The details of SaaS and IaaS are elaborated in the below section:
Software as a Service (SaaS): Software as a Service is also referred to as an application based service that represents one of the commonly used options of business within the cloud market. In order to deliver on time successful deliveries to the clients the SaaS application is used by the developers with the proper application of internet. Though, the applications are managed by the third parties. In case of SaaS application the clients are not require any installation or download rather all the applications can run directly through the web browsers.
Infrastructure as a Service (IaaS): The IaaS model is comprises of high scalable as well as automated computing resources. In order to access and monitor the network, storage and all the other services the IaaS is applicable. Apart from this, on demand purchase or resources allowed during the application of this specific model (Medium, 2017). This model is one of the most flexible models based on cloud computing technology. This model is extremely scalable and as per the demand it allows purchase of new hardware setup. Beside this the application of the IaaS can be completely controlled by the clients.
Platform as a service (PaaS): In order to create as well as design of any business application based on software components the PaaS model is used. Regardless of the size of the business organization this model can be applied as it given high scalability, availability and flexibility at the same time. The net amount if coding can be reduced and also it has the ability to automate the business policies (Freshdesk, 2018). The applications can easily migrate to the hybrid model in this specific application. The developer can also successfully design customized mobile application through maintaining all the system software.
Among three if the above mentioned cloud mode SaaS is the most suitable one. The cloud CRM as per the SaaS cloud model will work by providing the employees of Sam’s organization with the virtual access to the components and software that will set up by the cloud vendors. The web delivery model offers by the SaaS has the ability to eliminate the requirement of download and other installation (Al-nsour, Alryalat and Alhawari, 2014). All possible issues that were interrupting the successful operation and functions of Sam’s Organization can be minimized rather resolved with the application of the SaaS model. It is the responsibility of the vendors to manage all the technical issues in terms of servers, data storage, middleware etc.
There will be several benefits that will be provided with the deployment of Cloud CRM in Sam’s business. The benefits have been listed below.
There are certain issues that may also come up with the installation of cloud CRM for Sam’s Business. Cloud platforms and applications are exposed to the security risks and attacks that may become an issue for Sam’s business as well. These may include breaching and leakage of the data sets, malware attacks, denial of service attacks, eavesdropping attacks, injection attacks, man in the middle attacks, and data manipulation issues (Aruna, 2017). The information properties associated with the data sets of Sam’s Business, such as confidentiality, availability, integrity, and privacy of the data sets will be negatively impacted. The occurrence of the security risks and attacks may lead to the legal obligations and punishments as well. The users may file legal suite against Sam’s Business in case the information privacy is hampered. There are operational and implementation errors that may come up with the cloud CRM systems. This may enhance the costs associated with the system.
There are advanced access control, multi-fold authentication, encryption, anti-malware, and anti-denial tools that shall be used and integrated to avoid and prevent these issues
There is involvement of other technologies that is being done with cloud CRM to enhance the functionalities. Two such technologies that are on a rise are Internet of Things (IoT) and Big Data. The data management of cloud CRM systems is now being handled with the aid of Big Data tools that come with automated data analytics (Chen, Lin and Chuang, 2016). IoT is being used as a technology to develop smart cloud-based CRM systems. IoT platforms provide the cloud CRM systems with connected platforms which allow the organization to sync their other business operations and activities. Social CRM is another technology that is being integrated with cloud CRMs (Medium, 2017). These are the systems that extend the cloud CRM systems and involve the data sets from the social channels and platforms.
Some of the popular and widely used cloud CRM systems in the current times include Freshdesk, Five9, Bullhorn, Nutshell CRM, and Marketo (Freshdesk, 2018). These are the tools that offer the customers with the ready to use infrastructure and services. These may be analysed and utilized by Sam for his business.
References
Al-nsour, S., Alryalat, H. and Alhawari, S. (2014). Integration between Cloud Computing Benefits and Customer Relationship Management (CRM) Processes to Improve Organization’s Performance. International Journal of Cloud Applications and Computing, 4(1), pp.1-14.
Anshari, M., Alas, Y., Yunus, N., Sabtu, N. and Hamid, M. (2015). Social customer relationship management and student empowerment in online learning systems. International Journal of Electronic Customer Relationship Management, 9(2/3), p.104.
Aruna, D., (2017). Cloud Computing Security Challenges and Risks. International Journal for Research in Applied Science and Engineering Technology, V(XI), pp.1635-1641.
Chen, Y., Lin, C. and Chuang, H. (2016). Closing the Skill Gap of Cloud CRM Application Services in Cloud Computing for Evaluating Big Data Solutions. ISPRS International Journal of Geo-Information, 5(12), p.227.
Fendy, Handoko, I. and Gaol, F. (2012). Performance Evaluation of CRM System Based on Cloud Computing. Applied Mechanics and Materials, 234, pp.110-123.
Freshdesk., (2018). Customer Support Software & Ticketing System | Freshdesk. [online] Freshdesk.com. Available at: https://freshdesk.com/ [Accessed 16 Sep. 2018].
Medium., (2017). 4 Trends for CRM in 2018 – SoftClouds – Medium. [online] Medium. Available at: https://medium.com/@SoftClouds/4-trends-for-crm-in-2018-be3163af4ef8 [Accessed 16 Sep. 2018].
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