The “As-a-Service”-Paradigm and Its Implications for the Software Industry – Insights from a Comparative Case Study in CRM Software Ecosystems

  • Daniel Hilkert
  • Christian M. Wolf
  • Alexander Benlian
  • Thomas Hess
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 51)


By presenting insights from our comparative case study of two CRM ecosystems, we indicate how “as-a-service”-based ecosystems differ from traditional “on-premise” ecosystems and how the particular roles of the market players might change due to the increasing diffusion of the “as-a-service” paradigm. Within the scope of our case studies, we differentiate two views on the ecosystems: the relationship between the platform provider and providers of complementary extensions (ISVs) as inside perspective and the relationship between customers and the CRM ecosystem as a whole as outside perspective. Based on transaction cost theory and intermediary theory our results let us assume that (1) “as-a-service”-based ecosystems will have a higher level of market coordination than “on-premise” ecosystems and (2) the task profiles of intermediaries and platform providers participating in “as-a-service”-based software-ecosystems will differ from task profiles in “on-premise” ecosystems. Based on these findings, we discuss practical implications for involved market players.


software-ecosystems analysis of value chains and value creation structures “as-a-service” vs. “on-premise” cloud computing transaction costs intermediaries case-study research 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Daniel Hilkert
    • 1
  • Christian M. Wolf
    • 1
  • Alexander Benlian
    • 1
  • Thomas Hess
    • 1
  1. 1.Institute for Information Systems and New MediaLMU MunichMunichGermany

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