The organisational impact of SaaS adoption on CRM applications Online publication date: Mon, 04-Sep-2017
by Cecilia Rossignoli; Lapo Mola; Alessandro Zardini; Francesca Ricciardi
World Review of Entrepreneurship, Management and Sustainable Development (WREMSD), Vol. 13, No. 5/6, 2017
Abstract: Software as a service (SaaS) approach is a demand-driven application that provides network-based access to an integrated portfolio of applications across the virtual value chain of an enterprise. Therefore, the aim of the present paper is to investigate the organisational technological and economic factors, which influence the adoption of SaaS for customer relationship management (CRM) applications. The theoretical framework refers to transaction cost theory (TCT) and resource-based view (RBV) theory. The research is based on the case study method and analyses four companies of big dimensions, which have adopted the SaaS, approach at least for three years. The results show the importance of some organisational factors such as the optimisations of marketing processes, while other factors such as costs are strongly connected to the reduction of financial risks more than to the costs control in a strict meaning.
Online publication date: Mon, 04-Sep-2017
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the World Review of Entrepreneurship, Management and Sustainable Development (WREMSD):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email firstname.lastname@example.org