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25 March 2014

Salesforce.com: a CIO's friend or foe?

Software as a service (SaaS) company Salesforce.com recently celebrated its 15th birthday. We look at its strategy and the impact on corporate IT. Salesforce.com is arguably the company that has redefined enterprise software as an on-demand multi-tenanted application. It is also at the forefront of a category of application dubbed systems of engagement, designed to help organisations deliver a digital customer experience strategy. The company started at the height of the dotcom boom, where there was a lot of hype around application service providers. It targeted end user departments directly, offering an online customer relationship management via pay-per-use licensing, circumventing the arduous and costly rollouts associated with on-premise CRM. According to Steve Garnett, EMEA chairman of Salesforce.com, the company did not want to join the band of service providers delivering traditional applications over the internet, as was the case in the application service provider (ASP) business. "We were seeing what was going on with ...

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