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Business-to-Business Client Relationships in the Cloud Computing Software as a Service Realm

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Industry Trends in Cloud Computing

Abstract

Business-to-Business (B2B) and Business-to-Consumer (B2C) markets are discussed before B2B Software as a Service (SaaS) supplier–subscriber relationships are explored. The progressive customer relationship management (CRM) framework is adapted to the B2B SaaS market, incorporating a guide to data mining in this environment. Subscriber needs, motivation and expectations along with their approach to opportunity: risk assessment is considered before contemplating the expectation of value co-creation between the B2B subscriber and provider. Initial subscription criteria are presented before discussing the building of a sustainable client relationship through the delivery of a consistent quality service and the pursuit of both trust and loyalty as evolving assets.

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Authors and Affiliations

  1. Salesforce, Dublin, Ireland

    David Dempsey

  2. Business School, Waterford Institute of Technology Business School, Waterford, Ireland

    Felicity Kelliher

Authors
  1. David Dempsey
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  2. Felicity Kelliher
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Dempsey, D., Kelliher, F. (2018). Business-to-Business Client Relationships in the Cloud Computing Software as a Service Realm. In: Industry Trends in Cloud Computing. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-63994-9_5

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