Customer Relationship Management or CRM is a combination of strategies, business processes and information technologies to learn more
about customers' needs and behaviors in order to develop stronger relationships with them. CRM software systems automate many
customer-related business tasks. CRM applications are traditionally developed as client-server software which incurs higher initial cost
of ownership. The proliferation of the Internet and the Web has fueled the rapid growth of Web-based CRM or online CRM applications.
Web CRM systems are widely deployed for web based call center, contact management, trouble ticket, personal information manager and
scheduling.
Characteristics of Web Based CRM
The major difference between online CRM and enterprise CRM is the user interface of the systems. Enterprise CRM employees software
as client typically developed in VB, C++ or Java. Web based CRM systems use web browser as an universal client software. CRM systems
usually use relational database as backend for storing customer information.
Benefits of Web Based CRM
- Low Total Cost of Ownership - The cost of Webbased CRM software itself may not be cheaper than their enterprise software counterparts.
The total cost of ownership for web based CRM, however, is much cheaper because of lower cost of implementation and deployment.
- Rapid deployment - Online CRM systems use web browsers as thin clients for accessing CRM backend. It saves the cost of deploying CRM clients.
Deployment of CRM clients is a major burden for enterprise CRM application when organizations have hundreds of thousands of
end users.
- Accessibility - Users can access web based CRM from anywhere as long as they have Internet access.
- Instant information sharing - Information entered remotely on the web can be transmitted back to CRM backend for instant information
sharing across organizational lines and locations.
Web-based applications use HTTP protocol for communication between web servers and browsers. HTTP is a stateless protocol, which does impose
limited interactions compared with traditional client software. The alternative to overcome the drawback is to develop and embed JavaApplet to
facilitate interactivity.
Vendors of Web Based CRM Systems
All major CRM vendors (Microsoft, Oracle, SAP, and PeopleSoft) offer their CRM products in both Enterprise Version and Web Based CRM or Online CRM
version. Many small CRM vendors focus exclusively on providing Webbased or online CRM solutions.
Related Topics
CRM Systems - Software, Business Processes, Users and Technical Architecture
CRM News Portal
Functional Modules of CRM Software Applications
CRM Technology Overview and Comparison - Online CRM, Hosted CRM and Wireless CRM
Benefits of Hosted CRM
Mobile CRM and Wireless CRM - Infrastructures, Benefits and Vendors
Critical Successful Factors of CRM Implementation
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