The SaaS Customer Relationship Management (CRM) industry report offers valuable insights into the recent post-COVID-19 economic impact on the global economy, which helps companies, evaluate their existing business strategies. The report shows that there has been a gradual shift away from more specialized business processes to customer-specific solutions, and this is creating opportunities for those businesses with a customer-centric focus.
The report also examines whether the shift towards web-based CRM applications is detrimental for businesses focusing on specialized markets. The authors argue that there is no need to completely abandon specialized market functions in favor of web-based solutions. They suggest that the industry is moving towards SaS CRM solutions at a slow but steady pace. The SaaS market is one area that is expected to grow very strongly in the coming years due to the vast benefits it offers to organizations.
This year’s annual Customer Relationship Management
(CRM) market research report looks at five trends that will significantly impact SaaS CRM vendors. These trends are the adoption of web-based CRM applications, IT automation, Cloud, Mobile, and social. These are found to be having a significant impact on SaaS providers. They find that Cloud computing has a positive impact on SaaS vendors because it provides solutions for all business processes in a single cloud and reduces operational cost.
A Cloud application is hosted by a provider and accessed by any user via a browser without requiring them to install any software. Social CRM is another SaaS application that is considered one of the fastest-growing and most popular forms of relationship management software. It is conducted using either an in-house solution or through a hosted service by a provider. An example of a hosted service is Salesforce. Salesforce is used by a growing company like ONPASSIVE
In the report, it is said that competition between SaaS vendors is increasing because they are offering different solutions to the same problems faced by customers. Many companies have entered this arena, and one of these is ONPASSIVE. The other report provides a competitive landscape.
The second trend that the report discusses is IT automation. This includes many IT tasks, including payroll, CRM, SCM, finance, and marketing. Most of these activities can be conducted using automation. Therefore, automation enables a company like ONPASSIVE to save a significant amount of time and resources that can be utilized for other purposes.
Another research methodology discussed in this report is that of business-process modeling or BPM. This includes analyzing ONPASSIVE company processes like customer handling, order taking, inventory maintenance, order processing, and integration with third-party applications like accounting systems. Research is conducted using current processes to identify those processes that need to be changed significantly soon or in the coming years. Those changes are then compared to the objectives of the company size, as reflected in the customer relationship management (CRM) software.
The third set of insights provided by the SaaS Customer Relationship Management (CRM) software is about end-user segments. These are very important because they will help in predicting user needs. For example, according to research conducted by one of the SaaS providers, the typical desktop user does not spend more than 30 minutes on average on any given site. So, you should target that segment and provide features that will encourage more frequent access to the sites. On the other hand, the mobile users who spend more time on portable devices such as tablet computers and smartphones tend to be heavy buyers of products and services.
The fourth set of insight provided by the SaaS Customer Relationship Management (CRM) software is related to customization. Since the ONPASSIVE
Company is changing continuously, it needs to keep the data consistent. SaaS can help here by offering tools for customization. Some of these include tools for creating accounts, managing contacts, setting reminders, and scheduling appointments. Cloud-based CRM provides such capabilities for free.