The Myths & Realities of Cloud CRM
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The document discusses common myths around cloud customer relationship management (CRM) regarding security, reliability, data control, and costs. It addresses each myth, providing facts about how cloud CRM providers have various security certifications and protocols to protect data centers, ensure reliable service through redundancy, allow users to retain control over their data, and can be more cost effective than on-premise solutions in the long run due to avoided upfront expenses. The document aims to convince readers that cloud CRM addresses typical concerns and offers advantages over on-site CRM systems.
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The Myths & Realities of Cloud CRM
- 1. The Myths & Realities of Cloud CRM © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. David Costin Alex Fishleder
- 2. Myths Surrounding Cloud CRM © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. • Security • Reliability • Control • Costs and Integration
- 3. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Security
- 4. Security: What Are The Concerns? “Its more secure to have my CRM data hosted in my office servers”- True or False? “Cloud based solutions get hacked all of the time” - True or False? “My data will be exposed to more threats in the cloud” - True or False? © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 5. Security: What Are The Concerns? HACKERS SMB Big Business CRM Cloud Vendor © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Easy Specific $ Sophisticated Random $? Hard Specific $$$
- 6. Security Realities What makes Cloud providers so special? Security Certifications (ISO, PCI, etc.) Housed in secure buildings with CCTV 24/7 coverage by physical and online security © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. experts Equipped with industry leading firewalls & security protocols Cloud CRM service providers have a strong incentive to protect and keep your data safe.
- 7. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Reliability
- 8. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Reliability “My office servers and workstations are more reliable than cloud CRM”- Myth or Reality? “Operating in the cloud will result in constant service disruptions” - Myth or Reality? “If my office internet connection fails I wont be able to access my CRM”- Myth or Reality?
- 9. Reliability Concerns? Cloud Cell © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. SMB Cloud Distributed WiFi Cell Modem CRM Home Coffee Shop
- 10. Cloud Reliability: The Facts Datacenters are advanced IT environments with redundancy at various levels: servers, power, internet, cooling and around the clock support. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 11. Control of Data © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 12. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Data Control “The cloud provider owns my data stored in their servers”- True or False? “I wont be able to migrate my database to other providers and or platforms” – True or False? “My data will be stored overseas, exposing me to unknown risks ” - True or False?
- 13. YOU Have Control Over Your Data You do not have to relinquish control, Terms of Services agreement identifies data ownership Your data is not “locked in” since provider can transfer data via standard formats (CSV, BAK). Look for a cloud provider that is accessible © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 14. Costs and Integration © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 15. Costs and Integration “Cloud CRM is more expensive than its On- Premise counterpart” – Myth or Reality? “Its easier and cheaper to configure an on premise solution” – Myth or Reality? “Cloud CRM has limited integration options” - Myth or Reality? © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 16. Costs and Integration: Facts Cloud CRM allows your business to avoid upfront costs of expensive hardware, IT Staff, Consulting, etc. Cloud CRM can be tailored to your business © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. needs Cloud CRM vendors can be customized to integrate your other business applications
- 17. Cloud CRM The Hidden Gems Globally Cloud services are processing half of the data and will be handling over 65% by the end of 2017 Cloud CRM supports remote access without the hassle of setting it up on-site Cloud CRM is a service; expect higher levels of © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. customer service. Minimal technical and IT skills are required when using Cloud CRM.
- 18. Cloud CRM Checklist Always assess the CRM provider and don’t forget to ask questions! Enquire about what cloud platform is being used and what are its DC capabilities. ( Tier 1,2,3,4?) Review software capabilities and deployment © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. roadmap. Test the system from all the locations you intend to use it from.
- 19. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. Q & A?
- 20. Maximizer CRM Live Demo © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc.
- 21. © 2014 Maximizer WWW.MAXIMIZER.COM Services Inc. THANK YOU For more information, email info@maximizer.com or call 1-800-804-6299
Editor's Notes
- Welcome everyone to today’s presentation on Cloud CRM Myths and Reality. While the focus of the presentation will be on CRM, the material covered in this session is very applicable to other cloud products. This includes applications that you are already using everyday. We will run through the presentation from start to finish, then have a Q&A session at the end.
- At one point in time the Cloud was the new frontier. However it has dramatically matured in the last few years, and is now home to millions, even billions. Despite reaching adult status, the cloud is still somewhat seen as an unreliable, unruly and costly teenager. Transition> Coming from numerous surveys from around the world there are consistent groups of concerns from IT professionals and management regarding cloud implementation. We will look at these areas, examine the myths, and expose the realities.
- There are several common themes that arise concerning Cloud application security. While some of these still exist, armed with the right knowledge and questions, you will be able to find the right Cloud providers for your business. To do this you will not need any specialized IT knowledge, just some basic common sense. As basic as, not clicking on the “Check this out” link, in the otherwise empty email from one of your friends or colleagues.
- The first thought that generally comes to mind is the belief that your data is more secure on your local servers than in the cloud, so is it true or false? Well the answer is, it really depends on your situation. We will get more into this on future slides. Next is the perception that cloud services get hacked all of the time, but is this true? This is actually false. Most of the breaches you hear about are larger institutions with their own datacenters and IT staff, being hacked for their credit card information or other sensitive data. Transition > Will your data be exposed to more threats in the cloud? This is false as there are a myriad of attacks hackers use to access systems. Quite frankly the simple ones that will work on your network do not stand a chance up against the cloud infrastructure. Attempts to access cloud systems need to be sophisticated and many intruders do not want to spend the time or have the resources needed to succeed.
- As we just covered, the typical small to medium sized business these days cannot afford the necessary level of IT services and hardware to keep pace with growing security demands. Also hosting your own IT services makes you an easier to find target for hackers that may be interested in your data. Let’s give an example. The hackers have a choice of three types of targets, SMB’s that are relatively easy to access, larger businesses that have sufficient budget to protect themselves, or upper tier cloud providers that are the IT equivalent of Ft. Knox. There is also a risk vs. reward to factor involved, as a hacker could easily access your network, leave little or no traces, and come out with a some valuable info; while they know if they try the bigger entities their actions will be tracked, but the reward is greater. For an SMB the cloud makes the most sense. If you are in the cloud, how is the hacker going to know which CRM service you are using? Even if they figure this out, and are able to break into the cloud server, they now have to find your data amongst the 1000’s of databases in the cloud service. If someone wants your data, the relative difference here is a loud flashing beacon vs. a very quiet needle in a haystack. Another important point is that many data breaches are caused by employees, intended or otherwise. For the malicious kind, those employees are already inside your network, and may even have direct access to your server room. This is not the case with Cloud as all users are authenticated separately and certainly do not have access the physical servers.
- While in theory the securing of a cloud datacenter is relatively the same as your on-site IT infrastructure, here are some key differences. A serious Cloud provider needs to meet one or more security certifications, that are overseen by an independent auditor. To be certified they need to have clear written security procedures and strong evidence that they are being followed. This includes strictly monitored remote access to the servers, and physical access to datacenter rooms. Many SMBs have loosely defined policies and a server room that is unlocked. Transition – bullets 3 and 4> 24/7 coverage means any suspicious activity can be responded to immediately. Cloud providers employ people to specifically maintain security, and ensure devices have the latest updates and patches. Do you have someone on-guard 24/7? What happens when a hacker hits your domain, do you even know? Transition – bullet 5> At the end of the day the cloud provider is on the hook. If they fail to provide adequate security, they will at the very least lose business, they could even be sued if found to be negligent in their duties to you.
- When talking about reliability the are two typical items of concern, the capabilities of the datacenter and local internet access to your business. Much like with security, a little bit of knowledge, and asking questions, is all you need to figure this out.
- We all take pride in the things we do and the businesses we have built. So it is natural for many of us to think we are doing well on all fronts, including IT. Looking at the first question you may be inclined to think that this is a reality, but in actual fact it is a myth. Even if you are doing well on the IT front ask yourself, am I in the IT business? I know most of you are not so why are you hosting your own servers? Just a few years ago you had no choice, but now that you do, what is stopping you from making IT services a utility? Is it because you like staying awake at night worrying if your servers will be up tomorrow? At the present time we are transitioning from a on-premise IT world to a Cloud processing society. Did you know that the amount of data processed by traditional datacenters is now matched by cloud services? It is predicted that by 2018 over 75% of all data traffic will be processed in the cloud. Based on those stats alone, clearly the cloud does not have a problem with constant service interruptions. On the final item, when was the last time you had an internet service outage at your business? Even if you happen to be in an area where service is less than ideal, you can usually find a WiFi hotspot at a local coffee shop, work from home or even use your cell phone as a modem. You could also consider adding a secondary connection from another ISP so you are not left without service when one goes down. So based on the general availability of the internet, we need to chalk this one up as another myth.
- Here is a graphic showing what we just discussed. Your business, the Cloud and the Cloud service, along with the various other means of getting to the internet, when it goes out at your office location. With all of these options it is hard to see how your business could be completely down for very long.
- The fact is Cloud datacenters are state of the art facilities, will have your data well protected and available 24/7, without any headaches. Transition > This table shows the various datacenter tiers, their attributes, along with expected levels of uptime and downtime. Unless you have a huge IT budget, it is unlikely that your own server room will exceed the Tier 1 requirements. When looking for a cloud provider, ask them what tier they are, what certifications they have and where the datacenter is located. For instance a tier 4 datacenter in certain areas of California could be theoretically less reliable than a tier 3 elsewhere due to the threat of earthquakes.
- Control of your data is a simple one, and it primarily comes down to reading the fine print. You know, that annoying Terms of Service agreement, that most quickly scroll past to get to the Accept button.
- So does the cloud CRM own your data once it is on their servers, true or false? This is a trick question, as it is a matter of what is in the terms of service agreement. Make sure you read it and understand it before you hand over your money and data. Also look out for the clauses that allow them to mine your CRM contact data. If it is there, your data could and likely will be sold. Transition> Assuming you did not give up control of your data, then migrating your data from one provider to another is always possible, so this one is false. However there is a bit of a trick to this one as well. Many CRM vendors will offer free data conversion to get you to sign up, but what does it really mean? For free they will only migrate your most basic data; names, addresses, phone numbers and so on. But what about your valuable Notes and Documents attached to those contact records? If you want those bits, then expect to pay to get it all converted. To avoid these costs down the road, make sure to choose a CRM application that will suit your business today and in the future. So when selecting a CRM vendor, make sure that the application will grow and flex with your business. Can you tailor the views on a per user basis? How many custom fields can you create? Is there a data storage cap, how quickly will I reach it and how much will it cost me if I go over? Transition> Where the CRM provider will store your data should be very clear, and ideally part of the terms of service agreement. If it is stored in a country where the rule of contract law is applied and enforced, then any disagreements with the vendor can be resolved. Other parts of the world you may just have to kiss your data goodbye. So with a keen eye for the fine print, and a few questions, you can protect your organization and mark this one as a falsehood.
- So let’s quickly review the control points, as owning and controlling your data is the most important aspect of this overall discussion. Make sure you read the fine print of the agreement. Look for CRM vendors who state upfront that you have control of your data. Watch out for those who do not, or the ones where you have to opt out of sharing your data. When it comes to getting your data back, ask the provider for the formats. Typically they will offer comma separated values (CSV), or a back-up of the data such as a SQL back-up file (BAK). The latter is better as it will be your complete dataset. Finally you will want a provider who can be accessed via rule of law and has your data in a similar country. Safe places are Canada, United States, Australia, United Kingdom and many members of the European Union, but regardless you need to be comfortable with the arrangement.
- In this section we will go over the costs associated with implementing a cloud based CRM, and the potential impact on integration flexibility associated with this route.
- Okay, you have done the simple math and it seems that Cloud CRM is more expensive than an on-premise solution, so is Cloud based really more expensive. The true story is that for 90% of CRM customers they will end up paying more in the long-run for an on-premise solution. Hard to believe, let’s look at what is involved? While the monthly fees do seemingly add up for a CRM service, so does the operation and maintenance of your own datacenter. With the Cloud CRM, you simply login from your computer, laptop or smartphone. Basically as long as you have a functional device and internet, you can access your data 24/7. To give you the same ease of use on-premise, and maintain proper security, you will need a minimum of two server instances, installation, firewall with configuration, data back-up, power back-up, virus scanning and someone to manage your systems. Once you look at all of the on-premise expenses, and apportion those costs appropriately to your CRM calculations, the true monetary balance is revealed. Even when the numbers are really close, is it worth it to take on an additional system, or let the Cloud experts take care of it for you? Transition > So does Cloud CRM have limited integration points? To some degree this is true today, but that is rapidly changing. Every week vendors and their partners are releasing integrations for their web based CRMs. These typically work with other cloud based systems, so we will soon see a time where it is more difficult to get an integration with an on-premise system than in the cloud.
- Cloud CRM can save you a lot of money upfront and get you a faster ROI. It is easy to deploy and you do not have to incur any hardware, IT staffing and other related costs. It also simplifies the accounting, moving the expense from CAPEX to OPPEX. When it comes to integrating CRM into your business look at it two ways. What capabilities out of the box do I have to easily tailor the interface without the need for expert resources? If its abilities to do so are limited, how much is it going to cost to customize? On the ability to easily configure the product, ask questions like: How many user-defined or custom fields can I create? Can you tailor the views on a per user basis? Can it accommodate the needs of the new or basic users, as well as the technical savvy power users?
- Overall Cloud services are for real. They have already taken on half of the global data processing and will handle twice as much as traditional datacenters in 2017. Using services in the Cloud, means that you do not have to change your facility’s configuration to get the advantages of global access. All you need is a PC, laptop or smartphone, and an internet connection. Given this there is no need to invest in high end workstations to run legacy based Windows applications. One thing about a service is, it needs to serve you, or you are going to move elsewhere. As such expect higher levels of customer service. Having said that check the support policies, do they only support via email, or can you pick up the phone and call someone? With Cloud CRM being Web based, it is easy for users to access and learn, no need for them to be technically savvy.
- Before we head into the Q&A session, let’s review what we have discussed. Properly assess the Cloud CRM vendor just as you would any other application, start with a list of your top 3 to 5 must haves. Make sure to ask questions around security certifications, as well as the location of the company and datacenter. Ask about the datacenter itself and what tiers are available. Look at the current capabilities of the Cloud CRM and what new features are coming down the road. Also see how easy is it to configure and integrate. Knowing this will give you a better idea if a particular Cloud CRM has the ability to meet your needs now and in the future. Get a trial of the product and try it from the various locations you expect to use it from (office, home, mobile), and a few others (coffee shop).
- So this ends the presentation and I hope you found it enjoyable and informative. We will now open the floor to questions.