SaaS favoured by end users, survey finds
News Article - Wednesday, December 5, 2007 13:18
Filed under: IT Support & Maintenance
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Software-as-a-service is preferred by most end users over the kind of service support and maintenance provided by traditional customer relationship management (CRM) vendors, new research has concluded.
Datamonitor conducted a survey of 300 pharmaceutical and biotech firms across Europe and North America and stated that the on-demand CRM delivery provided by SaaS was more popular in the five areas of service analysed.
These were product quality, customer support, service capabilities, vertical specialisation, portfolio depth and service levels.
"End users of such products are more satisfied with customer support and services provided by SaaS vendors rather than by traditional vendors," Datamonitor stated.
Last year, IT research firm Gartner claimed that the growth of Software-as-a-service will be such that 25 per cent of new business software worldwide would include SaaS by 2011.
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