Abstract
Over the last two years, hosted software and the application service provider (ASP) model have been one of the hottest topics in IT. This paper looks at the evolution of the ASP and the implications for CRM. Certainly CRM vendors seem to believe that this concept offers potential, with most major companies having announced an ASP strategy. The key argument of this paper is that the ASP market is split into two very different models: the one-to-one and one-to-many ASP models. Although most analysts combine these models under the ASP umbrella, in practice they are poles apart, appeal to a different sizes of companies, provide different benefits and incur different risks. They also imply fundamentally different criteria for choice of ASP.
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Hewson, W. Outsourced CRM: Why it will increasingly rely on application service providers. J Direct Data Digit Mark Pract 3, 230–242 (2002). https://doi.org/10.1057/palgrave.im.4340134
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DOI: https://doi.org/10.1057/palgrave.im.4340134