There is no doubt that on-demand services offer customers valuable potential benefits: a small capital outlay at start-up, fast implementation, lower risk because all users have the same version of the software, reduced support costs and others. However, success for any on-demand service depends on several other factors: meeting customers’ specific software needs through configuration, maintaining acceptable performance as the number of users scales upward, providing secure access to the system and security for sensitive customer data, holding down ongoing usage costs and assuring availability of the system. Customers to whom Ventana Research has spoken rate salesforce.com highly on all of these factors, but last week’s day-long service outage demonstrates that, like other on-demand services, it is not immune to the occasional mishap. The cause of the outage appears to have been a hardware problem beyond the company’s control; this could happen to even the best-managed in-house system. Yet it is a timely reminder to potential customers that they need to take into account all of the factors noted above when making a decision to purchase new services or products to support critical business processes — and to have backup plans in place so business can go on when such things occur.
About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk method for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.
© Ventana Research