دانلود رایگان مقاله انگلیسی نرم افزار به عنوان ارائه دهنده سرویس مبتنی بر CRM در محاسبات ابری: چالش ها - اشپرینگر 2017

ABSTRACT

In recent year, cloud computing as a new internet-based computing model provides different service providers dynamically. Today, Software-as-a-service (SaaS) is one of main key points of the computing procedure. However, by raising user interactions, the complexity of the cloud processes is increasing with the advancement of technology. Therefore, providing appropriate services to response the Customer Relationship Management (CRM) applications are challengeable in cloud environments. To the best of our knowledge, there is no any systematic and detailed review in the field of the SaaS based CRM providers in cloud computing. Therefore, this paper categorizes the SaaS features based on key points of the CRM providers. The SaaS features compared with each other according to important factors of the CRM providers such as business size, service deployment, ease of use, availability and efficiency. The advantages and disadvantages of each provider discussed as well as providing some hints for solving their problems.

5. CONCLUSION

By increasing service interaction in cloud environments, SaaS providers have a significant influence on the CRM architectures. In addition, SaaS providers help manipulation of the CRM mechanisms in the business process. In this paper, a new perspective of SaaS providers presented for responsibility of the CRM platforms in cloud environments. Specially, this paper provided a systematic overview for showing some important challenges and technical issues of the CRM as service providers. First, a categorized taxonomy for the SaaS features of the CRM is presented. Then, the important factors of the CRM features in the SaaS providers had divided to three main categories in forms of structural features, user-based ease features and CRM efficiency features. For evaluating the SaaS features of the CRM, top ten of the famous SaaS providers are selected to analyze and compare the important challenges and weaknesses. Also, some important S&S and R&R factors are compared for existing providers. The comparison results shown that Microsoft Dynamics, Oracle, Netsuite and Salesforce providers have best performance on the structural features. Also, just two providers Microsoft Dynamics and Maximizer support both on-premise and cloud deployment strategies. Also, the Maximizer, HubSpot, Infusionsoft and Salesforce providers have best performance on the user-based ease features. Finally, some related open issues on the SaaS providers of the CRM in cloud computing provided such as non-functional properties, functional properties, service performance and complexity. In the future work, we will try that present a systematic technique to assess the SaaS features quality of the CRM in the high interactive platforms with fault tolerant factor such as hybrid clouds environments.