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What is Cloud CRM?

Cloud CRM Featured Article Archive

August 01, 2012

What is Cloud CRM?

By Juliana Kenny, TMCnet Managing Editor

Cloud CRM stands for “cloud customer relationship management” which essentially refers to any cloud-based technology that streamlines and harnesses a company’s customer data for improved customer service and overall revenue.

Customer relationship management is a term that refers to the system through which businesses market, sell, and deliver services to clients. Various CRM solutions are available from different providers that can be tailored to the needs of the business, whether it is a small to mid-sized business or an enterprise organization.

Enabling companies of any size to capture customer information and analyze the data to achieve better product deliverance and ultimate customer service, CRM solutions used to only be stored in central databases consisting of hardware and network infrastructure. Now, with the advancement of cloud technologies, many companies are drifting away from the hard locations of data and moving to Internet-based solutions.

“Cloud-based” simply means that the technology does not live in an IT-based environment such as a hard database, accessible through desktop only. Cloud CRM can now be delivered through the Internet which means that agents, supervisors, and executives can all access the same information in real time.

As long as a user has an Internet connection, he or she may access the cloud CRM applications and software, making customer interactions more timely and less costly. Putting CRM in the cloud means businesses do not have to purchase expensive hardware or software, and the solutions are much less time-consuming to maintain. Retrieving support is fairly easy, since providers of cloud CRM have the same access to the software from wherever their headquarters are located.

Ultimately, the cloud is a growing trend amongst businesses hoping to take advantage of the ability to host technology without having to maintain the cumbersome database, and the CRM industry is steadily coming into play in the cloud-based arena.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Rich Steeves
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