Case Study : Open Source Crm Systems

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Part A
1. You are the CIO of a small company with a rapidly growing customer base. Which CRM system would you use: on-premise CRM system, on-demand CRM system, or open-source CRM system? Remember that open-source CRM systems may be implemented either on-premise or on-demand. Discuss the pros and cons of each type of CRM system for your business (10 points)
- On-premise CRM systems is when a company buys a system from a vendor and then installs them. This is expensive, time consuming, and inflexible. On-demand CRM systems, on the other hand, is when the system is hosted by an outside vendor in their data center. This reduces the cost of buying a system and having to have people trained in maintaining the system. Open-source CRM systems have the best of both worlds. They allow for variety, customization, and fair pricing. However, since these software are created by unpaid developers, there is no guarantee of quality of the system when there is no evident authority to oversee the work. Since the company is still small and requires less usage, I would recommend that the company use the on-demand system that is cheap and more cost efficient. Later on, when the company expands even more and can afford better systems, then they can upgrade to open-source or on-premise systems.
2. Explain why Web-based customer interaction centers are critical for successful CRM systems (5 points)
- A Web-based customer interaction center, also called call center, is a critical component to
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