What kind of support can we expect from SaaS CRM software vendors? What are some common pitfalls?
Denis Pombriant Founder and Managing Principal, Beagle Research Group, LLC A: There is no concise answer to this question because many things can happen, and each vendor might prepare differently for those possibilities. For example, downtime is something that many people keep under a microscope — for good reason. Most large SaaS CRM vendors have taken the step of ensuring that their facilities are up to the standards that the industry has developed over the last few years. These standards insulate the physical facility as much as possible from things like earthquakes and floods. They also have uninterruptible power supplies, and each has rigorous on-premises security to prevent intrusion. Nevertheless, people still worry about backup and recovery as well as security and encoding their communications, and a great deal more. Suffice it to say that the foreseeable problems — the ones that made some people skittish about this form of computing — have been dealt with. Pitfalls include d
