SaaS - Software as a Service
As mentioned above one of the main functions that has allowed Salesforce to become successful is the usage of the Software as a Service (SaaS). This functionality has allowed them to bring services and applications to its customers via the internet instead of through hardware and software. The benefits to the customer of the SaaS model is that the costs for setup and maintenance are very little and for a regular fee they are ensured a product that will be useful and up-to-date. For Salesforce this model works because they are able to keep all of the software in a location and allow access to it via the Internet without the need for hardware to be connected.
SaaS can also be used in the sense of storage and not
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Salesforce is well known for accommodating larger companies that may not be able to take an out-of-the box solution and run, but will require a more extensive customization and attention to the details. To understand how Salesforce can keep all of its customers happy, someone would need to sit in the chair of a developer. They are constantly looking for ways to improve the features and make the tools as user friendly as possible. Because they are a SaaS company they are able to make small changes and distribute them to all of the customers quite easily, therefore, enhancing customer satisfaction, which at the end of day will increase revenue. Every product at Salesforce is articulated by a management tool developed by Benioff called a V2MOM (Appendix, Exhibit 3), which stands for “vision, values, methods, obstacles and measures.” (Konrad, 2014) V2MOM was the out-come of the Benioff’s philosophy that all of the projects should be completed from start to finish. These steps allowed them to brainstorm with the customer the total project and how they both saw it going. This created a sense of trust between the two companies. This trust assisted in successful implementations that were totally aligned to the needs and wants of the customer as well as the realistic nature behind the offerings from …show more content…
Subsidiary were to test this system to provide insights and feedback from the field, and prove out the concept before 3M committed to a company-wide implementation. The IT Department began a Road Show tour of the United States, visiting different regional sales teams, and training them on Salesforce (Anderson). When some regions or reps were not using the system in a way the company intended, carrots (and sticks) were introduced to encourage usage. Reps and managers were no longer given suggestions on ways to use Salesforce, but were given Key Performance Indicators tied directly to an employee’s compensation and performance review. In essence, management was no longer asking for buy in, they were requiring it (Anderson). With this new approach, it did not take long to see usage of the tool skyrocket over the course of several
Enterprise is an internationally known car rental, with more than “7,000 neighboring and airport locations throughout North America and Europe. Enterprise is the largest car rental brand in North America, well-known for its great rates, award-winning customer service and picking up local car rental customers at no extra cost” (About). Enterprise offers great leadership opportunities to its employees and helps them become entrepreneurs. They provide over 1 million job opportunities worldwide, this private company thrives its self in customer service because they thrive on being personable by creating relationships not just transactions
They follow a best-of-breed approach where they purchase separate packages that offer closer to optimal functionality instead of...
The developers take all the relevant information from the customers through email or over phone. This aim in customer satisfaction.
What technology can do for a company is important. A database takes information from one location and sends it to another location. Amazon’s database is the backbone to the company because Amazon is an e-commerce base company. Amazon runs off of a Linux- based database. As of 2...
Christensen, C. M. (2000). Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product? Case Study, 2.
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
Adoption of new technology is affected by the perception of benefit, compatibility with workflow, ease of use, leadership presence and their support to gain buy in from end-users. In an unsuccessful adoption of new technology there is an underappreciation of the impact for the organization, the number resources required, and leaderships inability to communicate transformational change. In cases where technology adoption was successful staff were engaged early on by leadership as key users (Gagnon et al., 2012).
Some challenges are business related. Many software suppliers use non-standard software to "lock in” vendors - i.e. make it difficult to migrate their data to a competitor. Business models that are predicated on historical service delivery models, such as face-to-face, fee-for-service consultations often penalize remote service delivery.
Every organization uses different business strategies in order to remain in business. Some adopt customer- centric strategies; some uses strategies to maximize their profit. For a long time, many organizations have made quality as their selling point.
Product differentiation – by offering different products, services, or product features, the company can charge higher prices, or appeal to different audiences. Use of IS have enabled new products and services, that increase the levels of convenience in using existing products and services. By acquiring PayPal, eBay greatly enhanced the ease with which customers can pay for their products. Google keeps an innovative approach towards search engines, by introducing Google Maps, Google Translate and others, which improves the ease of usage. Using online live chatting systems and social networks contributes to understanding of customers. It also adds value and improves customers’ stickiness to website (Booth, Roberts, and Sikes 2011)
According to Ness and Cucuzza, "thousands of companies have adopted or explored the feasibility of adopting ABC. However, (they) estimate that no more than ten percent of companies now use activity-based management in a significant number of their operations" [11]. A survey conducted by the Institute of Management Accountants' cost management group found that only 29 percent of companies used ABC instead of traditional systems, but this was an increase from 25 percent in the previous year [10]. Among reasons cited for low adoption were employee resistance and major organizational changes required with the use of ABC [11]. Some trace the source of slow adoption of ABC to technical as well as cultural issues [5].
Carr eliminates the possibility of advantages due to proprietary software using the example of American Hospital Supply’s ASAP ordering tool. He highlights how specialized software can turn from a boon to bane, when more generic and updated solutions come into the picture. Many companies such as Dell and Wal-Mart have used the opportune time frame of the IT boom to set up their brand name and goodwill. That window seems to have closed now, because the possibility of a competitive advantage using IT is minimal, if not zilch.
For instance, Microsoft had no interest in supplying the market with web-based versions of its office software until Google had tremendous success with Google Docs. Microsoft, until then content with sales of the traditional installed versions of its office suite, was forced to counter Google Docs and create a Software as a Service (SaaS) compliment to its current offering. To differentiate itself from Google, Microsoft seems to have spent more time on formatting, and syncing with the desktop version, while Google has concentrated on ease of use and promoting collaboration.
Amazon together with its subscribers enjoys a number of benefits from these technology services. First, they are able to focus more on core operation competencies, because they are able to dedicate enough time on their jobs (Curtis and Cobham, 2008). Second, Amazon as well as its subscribers not only communicates faster online but also offline, which leads to improved teamwork. Malfunctions reduce as there is increased efficiency from the use of technology, given that Amazon is able to get dependable support from its technical team. Also, Amazon gains from the cut back technology equipment costs as they focus solely on it, especially in purchasing. Moreover, (Velte and Elsenpeter, 2009) states that, with technology services, companies like Amazon are able to establish a better competitive edge as far as speed and agility is concerned. Singularly, they are able to make their customers happier, since they are able to get help when they need it with reduced operating costs. Equally important, they are both able to get enhanced human resources, the environment created by technology attracts their stay in organizations hence stability in service delivery (Halpert, 2011).
Saas is the model in which an application is hosted as a service to customers who access it via the internet. E.g. Google docs, salesforce.com, CRM, ERP, email, social networking.