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Software as a service based CRM providers in the cloud computing: Challenges and technical issues

  • Research Paper
  • Published:
Journal of Service Science Research

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.

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Authors

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Correspondence to Alireza Souri.

Additional information

Alireza Souri received his B.S. degree in Software Engineering from University College of Nabi Akram, Iran, in 2011 and his M.Sc. degree in Software Engineering from Science and Research Branch, Islamic Azad University, Iran in 2013. He is a full-time PhD Candidate in Computer Engineering-Software Systems at Science and Research Branch, IAU, Tehran, IRAN. Currently, he is a researcher and lecturer at Islamic Azad University. Up to now, he has authored/co-authored 20 academic articles. He served on the program committees and the technical reviewer of several ISI-index journals and international conferences. His research interests include Formal Specification & Verification, Model checking, Grid & Cloud computing and Social networks. Now, He is a member of The Society of Digital Information and Wireless Communications.

Parvaneh Asghari received her B.S. degree in Software Engineering from Sharif University of Technology, Tehran, Iran, in 1994 and her M.Sc. degree in computer engineering, software engineering, from Iran University of Science & Technology, Tehran, Iran in 1997. She is a full-time PhD Candidate in Computer Engineering-Software Systems at Science and Research Branch, IAU, Tehran, IRAN. Currently, she is a researcher and lecturer at Islamic Azad University. Her research interests include Service composition, Cloud computing, IoT and Operating systems.

Reza Rezaei received his B.S. in computer engineering, software engineering, from Central Tehran Branch, Islamic Azad University, Tehran, Iran, in 2001; the M.S. in computer engineering, software engineering, from Science and Research Branch, Islamic Azad University, Tehran, Iran, in 2006; the Ph.D. in computer engineering, software engineering, from University of Malaya, Kuala Lumpur, Malaysia in 2014. He is assistance professor in the Department of Computer Engineering at Saveh Branch, Islamic Azad University, Saveh, Iran. He has published more than 50 papers in various journals and conference proceedings. His research interests include Software Engineering, Software Architecture, Enterprise Architecture, and Ultra Large scale Systems.

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Souri, A., Asghari, P. & Rezaei, R. Software as a service based CRM providers in the cloud computing: Challenges and technical issues. J Serv Sci Res 9, 219–237 (2017). https://doi.org/10.1007/s12927-017-0011-5

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  • DOI: https://doi.org/10.1007/s12927-017-0011-5

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