مقاله انگلیسی رایگان در مورد سیستم های طرح SaaS مدیریت ارتباط با مشتری مبتنی بر ابر – اسپرینگر ۲۰۱۷

The development of cloud service based on Internet technology (IT) can enhance the quality of service for customers. In particular, cloud services based on IT that have been reported in related studies have been popularly discussed. The three categories of cloud service are infrastructure as a service (IaaS) [26,41], platform as a service (PaaS), and software as a service (SaaS) [9,44,46]. Furthermore, because computerized systems are so widely used in various organizations, it is particularly advantageous for management strategies to incorporate information technology. In addition, information systems are crucial to business organizations because they are frequently used as tools in transaction processing, decision-making, and business intelligence for strategy analysis. Information technology departments should seek to achieve their organizational performance goals by using the four major dimensions of the balanced scorecard (BSC), namely financial, learning and growth, internal business process, and customer dimensions. Enterprise organizations enjoy the convenience of cloud services, although there are also associated risks. Cloud computing security involves data security, access security, virtual environment security, information security monitoring, and other issues. Many of the world’s largest enterprises use SaaS customer relationship management (CRM) to abandon on-the-premise systems and use the SaaS platform to manage salesmen’s actions and to manage sales opportunities. Traditional CRM differs from SaaS CRM in that companies do not need to invest in machinery, equipment and manpower to maintain the operation of CRM systems, which is suitable for a variety of enterprises. Particularly, the SaaS model is currently the favored approach for automation for cloud CRM through CRM cloud computing systems. Personal computers connected to the cloud through this system can use all the features of the CRM system from a web browser. Therefore, users of the cloud CRM can achieve greater productivity regarding business processes through increased mobility via Internet service [25]. Thus, the research objectives of this study are as follows: (a) investigating the variables of the effects on cloud CRM projects related to project risk, project management, and organizational performance; and (b) examining empirical case findings that will provide suggestions for improvements in cloud CRM project risk management.