Advertisement

The Click and Wrap Case—Relevance of the Contract for the Adoption of Cloud-Based CRM Applications

  • Sarfaraz Ghulam MuhammadEmail author
  • Vladimir Stantchev
  • Daniel Arias Aranda
Chapter

Abstract

This case study addresses online contracts associated with providing software as Software-as-a-Service (SaaS)—a provision model of cloud computing. It investigates a company planning to migrate from an on-premise scenario to using SaaS services for its CRM system. The SaaS services can only be accessed by clicking the service agreement with no opportunity to negotiate the contract. The manager in charge of the CRM migration project faces interrelated issues in different fields such as project management, contracting, customer relationship management, data migration etc., all related to various contractual relationships. Guided by the CM Approach and CM Model, he develops a roadmap for the adoption of the CRM system, starting with the identification of the issues to be addressed, continuing with propositions for the choice of the new system and with a request for the modification of the company’s governance model, and finally ending with the successful data migration. To this end, it highlights the value of risk management for the identification of relevant decision-making fields and the many ways in which change management leads to questions related to contracts as well as contract handling. The case study also considers the governance policies of an organization and underlying complexities when it comes to choosing a cloud-based service, applications which use cloud-based technology or are offered online, as well as certain services which could go against such governance policies.

References

  1. 1.
    Girchenko, T., Ovsiannikova, Y., & Girchenko, L. (2017). CRM system as a keystone of successful business activity. In A. Jaki, B. Milula (Eds.), Knowledge—Economy—Society. Management in the face of contemporary challenges and dilemmas. Foundation of the Cracow University of Economics. https://www.researchgate.net/profile/Anna_Krakowiak-Bal/publication/328965014_The_Scope_of_the_Implementation_of_Operational_Tasks_in_the_Field_of_Knowledge_Management_within_the_Rural_Development_Framework/links/5bed8976299bf1124fd5bc43/The-Scope-of-the-Implementation-of-Operational-Tasks-in-the-Field-of-Knowledge-Management-within-the-Rural-Development-Framework.pdf#page=252.
  2. 2.
    Herrin, A. (2018). How Deloitte Consulting LLP and Salesforce are using technology to transform the employee experience. HBR, 2018. https://hbr.org/sponsored/2018/10/how-deloitte-consulting-llp-and-salesforce-are-using-technology-to-transform-the-employee-experience. Accessed 25 Apr 2019.
  3. 3.
    Bradshaw, S., Millard, C., & Walden, I. (2011). Contracts for clouds: Comparison and analysis of the terms and conditions of cloud computing services. International Journal of Law and Information Technology, 19(3), 187–223.  https://doi.org/10.1093/ijlit/ear005.CrossRefGoogle Scholar
  4. 4.
    Prieto-González, L., Tamm, G., & Stantchev, V. (2015). Governance of cloud computing: Semantic aspects and cloud service brokers. International Journal of Web and Grid Services (IJWGS), 11(4), 377–389.CrossRefGoogle Scholar
  5. 5.
    Wei, Y., Pei, Y., Furia, C. A., Silva, L. S., Buchholz, S., Meyer, B., & Zeller, A. (2010). Automated fixing of programs with contracts. In Proceedings of the 19th international symposium on software testing and analysis, ACM, pp. 61–72.Google Scholar
  6. 6.
    Sadiku, M. N., Musa, S. M., & Momoh, O. D. (2014). Cloud computing: Opportunities and challenges. IEEE Potentials, 33(1), 34–36.CrossRefGoogle Scholar
  7. 7.
    García Rodríguez, J. M., Pedrinaci, C., Resinas Arias de Reyna, M., Cardoso, J., Fernández Montes, P., & Ruiz Cortés, A. (2015). Linked USDL agreement: Effectively sharing semantic service level agreements on the web. In ICWS 2015: 22nd International Conference on Web Services (2015), IEEE Computer Society, pp. 137–144.Google Scholar
  8. 8.
    Alam, M. I., Pandey, M., & Rautaray, S. S. (2015). A comprehensive survey on cloud computing. International Journal of Information Technology and Computer Science (IJITCS), 7(2), 68.CrossRefGoogle Scholar
  9. 9.
    Dai, W., Vyatkin, V., Christensen, J. H., & Dubinin, V. N. (2015). Bridging service-oriented architecture and IEC 61499 for flexibility and interoperability. IEEE Transactions on Industrial Informatics, 11(3), 771–781.CrossRefGoogle Scholar
  10. 10.
    Seethamraju, R. (2015). Adoption of Software as a Service (SaaS) Enterprise Resource Planning (ERP) Systems in Small and Medium sized Enterprises (SMEs). Information Systems Frontiers, 17(3), 475–492.CrossRefGoogle Scholar
  11. 11.
    Stantchev, V., & Stantcheva, L. (2012). Extending traditional IT-Governance knowledge towards SOA and cloud governance. International Journal of Knowledge Society Research (IJKSR), 3(2), 30–43.CrossRefGoogle Scholar
  12. 12.
    European Commission. (2016). Regulation(EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), Brussels.Google Scholar
  13. 13.
    Haufe, K., Colomo-Palacios, R., Dzombeta, S., Brandis, K., & Stantchev, V. (2016). Security management standards: A mapping. Procedia Computer Science, 100, 755–761.CrossRefGoogle Scholar
  14. 14.
    Dzombeta, S., Stantchev, V., Colomo-Palacios, R., Brandis, K., & Haufe, K. (2014). Governance of cloud computing services for the life sciences. IT Professional, 16(4), 30–37.CrossRefGoogle Scholar
  15. 15.
    Daskal, J. (2014), Microsoft Ireland, the CLOUD Act, and International Lawmaking 2.0. 71 Stanford Law Review Online. https://www.stanfordlawreview.org/online/microsoft-ireland-cloud-act-international-lawmaking-2-0/.
  16. 16.
    Colomo-Palacios, R., Stantchev, V., & Rodríguez-González, A. (2014). Special issue on exploiting semantic technologies with particularization on linked data over grid and cloud architectures. Future Generation Computer Systems, 32, 260–262.CrossRefGoogle Scholar
  17. 17.
    Stantchev, V., & Tamm, G. (2012). Reducing information asymmetry in cloud marketplaces. International Journal of Human Capital and Information Technology Professionals (IJHCITP), 3(4), 1–10.CrossRefGoogle Scholar
  18. 18.
    Jamshidi, P., Ahmad, A., & Pahl, C. (2013). Cloud migration research: A systematic review. IEEE Transactions on Cloud Computing, 1(2), 142–157.CrossRefGoogle Scholar
  19. 19.
    Goldman, E. (2018). Online contracts. Legal Studies Research Paper, SSRN. https://ssrn.com/abstract=3201352 or http://dx.doi.org/10.2139/ssrn.32013.
  20. 20.
    Stantchev, V., & Tamm, G. (2013). Cloud governance-The relevance of cloud brokers. In 2013 International Conference on Parallel and Distributed Systems, IEEE, pp. 462–467.Google Scholar
  21. 21.
    Stantchev, V., & Malek, M. (2009). Translucent replication for service level assurance. In J. Dong, R. Paul, & L.-J. Zhang (Eds.), High assurance services computing (pp. 1–18). Boston: Springer.Google Scholar
  22. 22.
    Opara-Martins, J., Sahandi, R., & Tian, F. (2016). Critical analysis of vendor lock-in and its impact on cloud computing migration: A business perspective. Journal of Cloud Computing, 5(1), 4.CrossRefGoogle Scholar

Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2020

Authors and Affiliations

  • Sarfaraz Ghulam Muhammad
    • 1
    Email author
  • Vladimir Stantchev
    • 2
  • Daniel Arias Aranda
    • 3
  1. 1.SRH IT SolutionsBerlinGermany
  2. 2.SRH Hochschule BerlinBerlinGermany
  3. 3.Universidad de GranadaGranadaSpain

Personalised recommendations