Publications

Authors:

Rossignoli, Cecilia; Mola, Lapo; Ferrari, Antonella; Zardini, Alessandro

Title:

Saas Adoption: Critical Factors for CRM Application

Year:

2012

Type of item:

Contributo in atti di convegno

Tipologia ANVUR:

Contributo in Atti di convegno

Language:

Inglese

Congresso:

Academy of Management Meeting

Place:

Boston

Period:

03-07 Agosto

Page numbers:

1-15

Keyword:

Software as a service; Outsourcing; Customer Relationship; Management Transaction Cost; Theory Resource-Based View

Short description of contents:

Software as a service (SaaS) is a demand-driven application that provides network-based access to an integrated portfolio of applications across the virtual value chain of an enterprise. This paper investigates the organizational, technological, and economic factors that influence the adoption of SaaS for customer relationship management applications, using a theoretical framework based on transaction cost theory and the resource-based view. With a case study methodology, this investigation analyses four large companies that have adopted a SaaS approach for at least three years. The results confirm the importance of specific organizational factors, such as optimizations of marketing processes, but other factors such as costs appear more strongly connected to reduced financial risks than to cost controls in a strict sense.

Product ID:

73019

Handle IRIS:

11562/471560

Deposited On:

October 25, 2012

Last Modified:

November 1, 2022

Bibliographic citation:

Rossignoli, Cecilia; Mola, Lapo; Ferrari, Antonella; Zardini, Alessandro, Saas Adoption: Critical Factors for CRM Application  in Proceedings Academy of Management Meeting 2012 , Proceedings of "Academy of Management Meeting" , Boston , 03-07 Agosto , 2012 , pp. 1-15

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