Making SaaS sticky: Why customer success is the industry’s new linchpin


Behind every great tech innovation is the need for effective tech implementation. But anyone who has ever been an early adopter of enterprise technology knows that no matter how remarkable the software is, integrating it into a business and its processes is rarely (read: never) an easy feat. Not only must customers understand how to use the new technology, they have to know how to maximise its use for their business.

In the software as a service (SaaS) industry, this gets more...

By Ben Velker, 21 July 2016, 0 comments. Categories: CRM, Data Management, SaaS , Software.

The three common pitfalls of CRM deployments

(c) Achtymichuk

Beware of the fast-talking salesperson with the “simple” solutions. If you’re being told that the solution to your business problems is as easy as 1-2-3, there’s a good chance it’s not. That common principle applies to most tech products, and a Customer Relationship Management tool (CRM) is no exception.

While the cloud has standardised software use by removing what is often the most complicated part of the process — the installation on the...

By Rhonda Sherwood, 12 July 2016, 0 comments. Categories: CRM, Enterprise, SaaS , Software.

Analysing the analysis: Gartner’s 2015 CRM market share report


Top line findings

  • Worldwide customer relationship management (CRM) software totaled $26.3B in 2015, up 12.3% from $23.4B in 2014.
  • SaaS revenue grew 27% year over year, more than double overall CRM market growth in 2015.
  • Asia/Pacific grew the fastest of all regions globally, increasing 9% 2015, closely followed by greater China with 18.4% growth.

These and many other insights into the current state of the global CRM market are from

By Louis Columbus, 20 June 2016, 0 comments. Categories: CRM, Research, SaaS , Salesforce, Software.

How cloud accelerates machine learning – and is redefining the enterprise in 2016


Machine learning is providing the needed algorithms, applications, and frameworks to bring greater predictive accuracy and value to enterprises’ data, leading to diverse company-wide strategies succeeding faster and more profitably than before.

Industries where machine learning is making an impact  

The good news for businesses is that all the data they have been saving for years can now be turned into a competitive advantage and lead to strategic goals being accomplished....

By Louis Columbus, 13 June 2016, 0 comments. Categories: CRM, Enterprise, Software, Storage, Trends.

IBM acquires Optevia for public sector CRM SaaS play


IBM has announced the acquisition of Microsoft software as a service (SaaS) specialist Optevia, ramping up its offering for CRM SaaS in the public sector.

Optevia’s specialism in Microsoft Dynamics CRM firms makes an interesting avenue for IBM, given how dominant Microsoft is in the public sector. Among Optevia’s more recent customers include Wealden District Council, who announced in October “significantly improved customer services” using Dynamics CRM.

The company

By James Bourne, 18 March 2016, 0 comments. Categories: CRM, SaaS , Software.

Moving the help desk to the cloud: Companies reticent to adopt SaaS models


More than two thirds of respondents in a survey from Software Advice currently use on-premise help desk systems despite the prevalence of cloud-based systems in the market.

68% of the more than 200 IT staff and management respondents have on-prem deployments compared to 18% utilising vendor-hosted cloud and 13% hosting on a leased server.

The most frequently used help desk software functionality, according to those polled, is ticket...

By James Bourne, 09 March 2015, 0 comments. Categories: CRM, SaaS , Software.

Autotask hits the skids, leaves customers in the dark

Updated 1357: CRM and business IT solutions provider Autotask has reportedly gone down, with the company citing “a known issue in a few zones”.

The company posted this tweet 18 hours ago at the time of writing, but has since gone deathly quiet to customers’ ire, including not replying to a request for comment from CloudTech:

We are currently working on a known issue in a few zones. If you have any questions please contact support. We will keep you updated!

— Autotask (@Autotask)

By James Bourne, 02 July 2014, 0 comments. Categories: CRM, Disaster Recovery, SLA.

How niche cloud services can compete against the likes of Microsoft and Google

A recent study conducted by Osterman Research revealed the growing popularity of tools like Microsoft SharePoint. Between 2012 and 2014, the percentage of employees using SharePoint within an organization has risen from 39% to 75%.

A major reason for this terrific rise is due to the spurt in the use of intranet applications like document collaboration, file sharing and records management. Interestingly, file sharing on SharePoint (82% of respondents) appears...

By Anand Srinivasan, 11 June 2014, 0 comments. Categories: CRM, Storage.

85% of CRMs will be SaaS by 2025, research shows

If you are using a CRM, your CRM is most likely hosted in the cloud. If you aren’t using a CRM, you are light years behind your competition in regards to the amount of knowledge you have on your customers and your interactions with them.

Cloud CRM presents distinct advantages versus the traditional model of setting the system up in an onsite data centre. Technology research firm

By CloudWedge, 06 June 2014, 1 comment. Categories: CRM, SaaS , Salesforce, Software. bangs the cloudy drum as it makes top 10 software revenue list

Cloud is ‘driving the bulk of change’ in the software market as becomes the first pure play cloud company to make the top 10 companies for global software revenue, according to analyst house Gartner.

“The software market has been changing shape over the past five years, and cloud is driving the bulk of this change as software vendors acquire and provide applications and infrastructure technology to support the cloud and the Internet of Things movement,” said Gartner...

By James Bourne, 01 April 2014, 0 comments. Categories: CRM, Research, SaaS , Salesforce, Trends.