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hosting - hosted crm |
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Customer relationship management (CRM) is a widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.
Hosted CRM refers to CRM solutions that are provided through an outsourced providor that houses the software and infrastructure at their own facilities, eliminating the need for the company using the CRM solution to host and manage those applications with its own IT resources.
Small to medium sized businesses tend to prefer this avenue to save costs and focus on the core competency of the business rather than cumbersome IT tasks. Increasinlgy, larger business are considering hosted CRM solutions for the same reasons.
Cost savings recognized by these vendor-hosted solutions provide increased ROI to many organizations as they implement automated CRM processes. While hosted CRM solutions can result in cost savings, some companies feel they sacrafice absolute control and sophisticated customization that comes with implementing an installed CRM solution using their own IT resources. Many companies are also unwilling to expose their confidential customer and business data to third-parties and therefore will not use hosted CRM solutions.
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