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CRM is more than technology--ultimately, it is about achieving desired business outcomes. To be successful with CRM a company needs to address several critical factors: process, people, methods and practices, and technology.
From a pure technology standpoint of view customers today demand choice, not only in functionality, but also in deployment options in terms of hosted CRM, on-premise CRM, or a combination of the two. Many organizations, however, have become trapped into believing that there is an either-or dilemma requiring them to choose either a hosted or an on-premise CRM solution. This can often force organizations to fit their business needs to their vendor's preferred deployment model. In contrast, superior results are achieved when the opposite occurs, when companies can choose their preferred means of accessing CRM based on business goals.
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