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Chuck The 7 Deadly Sins of SaaS CRM


III. It's a Sin to Suffer with Poor Online System Performance

System performance directly impacts staff productivity and the user experience, and is therefore critical for user adoption. Unfortunately, some CRM buyers have been disappointed with their online systems speed and responsiveness, to the point where they reverted back to on-premise CRM systems.

Slow SaaS CRM application performance is generally attributable to one of three causes.

  1. Internal networks: The SaaS providers infinite scalability is of little value if the recipients network is short on bandwidth or long on network congestion. To mitigate these limitations, first get bandwidth recommendations from your SaaS vendor. One size fits all or rule of thumb bandwidth recommendations are usually ineffective. To know how much bandwidth you'll really require, you'll need to estimate your data volumes, transaction volumes, number of concurrent users, volume and frequency of large queries, number and frequency of processing intensive reports and any other processing intensive posts or batch processes which move large data sets over the wire. Congested networks are another common cause of slow CRM system performance. Reviewing or fixing this issue will require a competent network engineer to scan the network, identify bottlenecks and resolve them.

  2. Retrofitted fat client systems: Back in the old days before SaaS or the cloud were mainstay, around 2004, many CRM manufacturers ignored, rejected or even chastized SaaS. Even today's self proclaimed cloud visionaries, such as Oracle, SAP and Microsoft, originally snubbed Software as a Service until the start-ups and pioneers began taking their market share. By 2008 it became clear that SaaS CRM would continue its aggressive growth while on-premise CRM would stall. While the prior mentioned publishers of Oracle, SAP and Microsoft each developed thin-client applications designed for browser-based Internet delivery, many other vendors took a short cut approach and ported their fat client systems to work with a browser interface. This process, often referred to as putting lipstick on a pig, resulted in excessive system overhead, slow performance and connectivity issues (among other things). Make sure your SaaS CRM system is purpose built for ubiquitous browsers and to operate within the limited bandwidth of the Web.

  3. A globally distributed workforce: Nearly all SaaS CRM market share leaders operate their primary data centers in the U.S. This works well if your users are located in North America, however, can present system performance issues for users elsewhere in the world. There are countries and regions where reliable Internet connections are only a vision. There are other locations where Internet pathways are minimal or convoluted. If you have a globally decentralized workforce, perform traceroutes from the data center delivery location to each user destination. If the results show excessive hops, consider upgrading to a Tier 1 telecom carrier which generally offer superior Point-of-Presence (POP). If any particular user location incurs round trip IP latency over 160 milliseconds or packet loss in excess of 0.6%, it's likely that system performance will be unacceptable.

Next — It's a Sin to Not Plan For User Adoption Challenges >>

The 7 Deadly Sins of SaaS CRMSaaS UptimeSaaS SecurityPoor Online PerformanceUser Adoption ChallengesBusiness Process AutomationMobile CRMSocial CRM





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