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CRN Network
In a recent report, research firm Gartner has forecasted a diminishing role of system integrators as the adoption of SaaS accelerates.
The report observed that among the top 100 CRM SaaS deployments in 2007 and 2008, less than 10 percent involved large system integrators or an external enterprise business consulting team. This indicates a diminishing role for solution providers in designing, measuring and driving CRM process improvements as increasing number of enterprises deploy CRM as SaaS through 2012.
Organizations that have gone for the SaaS delivery model for their CRM experienced project savings of 25 to 40 percent. Respondents for the research said that SaaS enabled savings from reduced application expenses and lower implementation costs.
"Business consulting and system integration services companies will have less influence on CRM processes as SaaS accelerates. This could result in an erosion of customer satisfaction among large enterprises that invest in SaaS solutions unless they invest their own resources to measure and manage long-term CRM process improvements," said Michael Maoz, Vice President and distinguished analyst at Gartner. |