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Web Based CRM is Software as a Service (SaaS) providing Customer Relationship Management functionality on the internet. Instead of buying the software licenses and installing the application on the company infrastructure, customers acquire a subscription to a system which can be accessed via the World Wide Web. Once the subscription fee is paid, customers can directly log into the web based CRM solution.

The crucial benefit of this software delivery model is the fast deployment of the application without having to go go through a costly and lengthy installation process. The absence of company-owned hardware also leads to lower capital investments and reduced operational costs (no need to hire costly system engineers to maintain the hardware infrastructure).

Finally, the cost of the implementation project will also typically be lower. However, this statement must be taken with a grain of salt. In the majority of cases, the business requirements are the most important drivers of the IT project cost. Web Based CRM software allows for fast access to the standard solution provided by the vendor. In many cases (and depending on your business), the standard implementation will not be able to fulfill all business needs.

In this case, additional customization of the On Demand CRM will be required. The more customization, the higher the project budget. So, take this into account when writing the business case.

Web Based CRM software supports many functionalities. The most common ones are SFA, lead management, opportunity management, partner management, customer service and support, contact center management, performance management and e-commerce. Additional more niche functionalities are E-Learning, Quality management and self-service vendors.

The last trends indicate a growing interest in Analytics and extensive integration of internet marketing services. The increasing interest in analytics, by the way, is not limited to web based CRM. The rise of analytics is a general trend in business software where higher levels of transparency are demanded by management on every level: strategic, tactical and operational.

The integration of internet marketing services such as Google’s advertising service Adwords cannot be seen as a surprise. E-commerce and internet advertising are growing year by year. Google has become the number one place where customers go to find information to satisfy their needs and desires. This reality opens a lot of perspective for business. That is why the integration of internet sales and marketing services into web based CRM software is crucial.

The most important web CRM vendors are SalesForce, RightNow and NetSuite. These vendors have designed and implemented their online solutions with the internet in mind. Industry behemoths like Microsoft, SAP and Oracle (with Siebel) fairly recently added an On Demand offering to their portfolio, which in some cases is a web port of their traditional CRM suite.

Now, how to choose the right web based CRM software? The answer to this question depends on a number of criteria: what functionalities are required by your organization? How many users need access to the application? How mature is your IT organization? What is your back office system? How critical is the application? And many more …

Before selecting a customer relationship management solution I would definitely recommend to start with a free trial, which will allow you to try the service before signing-up.

Cedric Rinolda is IT Project Manager and Architect specialized in the implementation of business software. He writes opinions on the evolutions in the world of Software as a Service. Learn more about web based CRM software and choosing the right CRM vendor at his blog.

SAS 70 stands for Statement on Auditing Standards No. 70. It is an auditing standard that was adopted by the American Institute of Certified Public Accountants and is widely recognized in the auditing of service organizations. An auditor performs an audit on a service organization and that audit is conducted in a way that is compliant with SAS 70. It is that standard statement that says a service organization has been through an extensive audit

This extensive audit measures is that the organization has total control and has safeguards in place that does not compromise any data that they process for their customers. In other words, the job of the audit is to evaluate every aspect of the service organization that handles customer data or could result in a possible leak of customer data.

SAS 70 is necessary for the following reasons:

- It serves as a guide to service organizations when disclosing to their customers how it is they protect their information and how well they do it. The audit results are organized in a report that is easy to follow.

- It is not a checklist audit, but serves as a guide to independent auditors to form an opinion on how well the organization is utilizing their internal controls. There are certain standards that must be met during the audit.

- Provides a set of standards in which the auditor can perform a financial statement audit.

All of the information that is gathered is compiled into two types of reports. These reports are called Type I and Type II.

Type I report

A type I report takes the organizations description of their own controls at a certain point in time and describes those descriptions. The report includes the report by the independent auditor, which is simply the auditor’s opinion, and it includes the organization’s descriptions of their internal controls. There are parts of the report that are optional such as tests that are performed by the auditor and the auditor recording the results of those tests. Another optional area is the inclusion of any other information that the organization provides the auditor about its controls.

Type II report

The type II report is similar to the type I report in a lot of ways. The main difference is that it is mandatory for the auditor to perform tests and record the results of those tests. This is optional with type I. All of the other areas of evaluation remain the same and the inclusion of additional data by the organization is still optional.

How the organization benefits

The organization benefits from SAS 70 because it is receiving an unbiased opinion from the outside regarding the security and the effectiveness of its financial and customer-related controls. In turn, the organization can then work on any areas of weakness, which means that the customers can feel more secure about who they are doing business with. This builds a trust with customers when they know that their financial and/or personal information with the organization are secure. It lets them know who they can turn to when they need what the service organization has to offer.

Also, a service organization that has regular audits performed is an organization that has a long business life ahead of it. As stated before, customers will turn to a secure organization to do business. That means the organization is ensuring itself a long life as long as regular audits are performed to ensure the security of their internal controls. Keeping up with their controls can also save them money from having to eventually bring their controls up-to-date.

Managed Hosting Provider providing state-of-the-art data centre offices. We are SAS 70 and CICA 5970 and Certified, which is the highest available standards for measuring and improving data center operations and management.

You hear the word Ajax a lot these days, particularly in technology, so; what are people talking about? A Greek hero from the Odyssey - sure. A bathroom cleanser that gets your sink sparkly - indeed. But today, more often then not, Ajax refers to a specific type of web programming that has taken the internet by storm.

The term Ajax was coined as shorthand for - Asynchronous JavaScript and XML by a man named Jesse James Garrett who founded a technical consultancy called Adaptive Path. He would want me to make it clear that Ajax is not an acronym (so it isn’t spelled AJAX).

What Mr. Garrett described back in 2005 was a stack of technologies (not a single technology) being used at the time by very cutting-edge web sites. This stack of technologies allowed web sites to be turned from a set of static documents connected by hypertext links into something that approximated a true application. This was the intellectual birth (or coming out party anyway) of the Rich Internet Application (RIA).

At the heart of Ajax is a software object built into all browsers called the XMLHttpRequest object. This mouthful is frequently shortened to XHR for those that want to talk about it in fewer syllables. This software object allows JavaScript code, executed in the browser, to go out and request data from a server without reloading a page.

This technology was not new in 2005, but Mr. Garrett put a catchy name to it, and people noticed. Around the same time, a number of web applications such as Gmail emerged and people wondered, “how the heck did they do that?”

Think of a typical web page as one where you have to click a link or submit a form then wait for a new page to be returned to see your result. It’s slow and doesn’t really act the way we expect software to act. Now look at web applications like Flickr, Gmail, or Youtube. You can click in a box and enter some data, and your updates happen without you leaving the page. The magic that’s happening in the background is Ajax (or and XRH call).

With Ajax, the idea is that you get a richer, faster user experience. Properly implemented, a web page can become a rich internet application (RIA). Most extremely popular web sites use Ajax to some degree. Amazon’s rating system, where you click on the number of stars you give a book or CD is one example.

Even though Ajax and XMLHttpRequest both refernce XML, the data that is used does not necessarily have to be formatted as XML. In fact, more and more other data formats, such as JavaScript Object Notation (JSON), are being used. One restriction on XHR is called the single origin policy. This is a security policy, enforced by the browsers, that only allows JavaScript to request data from the server that originally served up a page. There is a technique using JSON that get around this restriction.

Since 2005 a number of toolkits have emerged that have allowed web developers to more easily implement Ajax in their applications. Some of these are Dojo, Prototype, jQuery, GWT, YUI… and many many others.

As a technology stack, Ajax is now quite mature and being used almost everywhere on the web. Ultimately, the most important thing to remember is to create the best posisble user experience.

John Moore is a Web 2.0 expert who creates Rich Internet Applications. He has created the web’s first RIA community at http://www.riaspot.com

If you have a high traffic website with dynamic features, then switching to a dedicated server is probably the best choice for you. The major advantages are faster load time, increased security, and total control over your website.

This dedicated server is a single web server, devoted solely to the use of one organization, unlike shared servers that host a number of other users and websites. Particularly suitable for larger corporations that process and store high quantities of secure data, dedicated servers often require a higher capital investment yet have a number of key advantages:

1. Higher speed and performance levels
By switching to a dedicated server, the entire host is devoted to running one organization’s software and website. With a shared server, the actions and usage of other websites can impact upon the response times of a website and can even cause a time-out, especially if one website has a promotion and experiences a sudden surge in traffic.

2. Increased capacity
Because a dedicated server is created for just one organization, capacity is only limited by the size of the server rather than the number of users present on that host. Dedicated servers provide a more reliable website which can run full-time with less server jamming. Websites can feature more complex functions and there are fewer limitations on the number of email accounts and attached databases.

3. Increased security
By sharing the server with other sites and users, there is a possibility that other customers may be able to view secure files and in some cases overwrite certain files. This can be extremely risky if a company stores and processes highly sensitive data. If any website on the host is attacked by a hacker or virus, this also makes the rest of the sites on the server vulnerable.

4. Increased site control
With complete server dedication, it is possible to have more control over data access and over what happens on that server, such as which scripts can be run and which online activities can occur.

5. Ability to customise hardware set-up
Dedicated hardware is provided for the server which can only be used by one customer. This allows the customer to have control over the hardware and make any alterations or upgrades.

6. Customised software
Many shared sites have limited features and software availability due to security and stability issues. For example, JSP support on shared servers is still rare. With a dedicated server, there is greater freedom of choice as to which programmes run, allowing a customer’s individual needs to be catered for.

7. Creation of more than one domain
Companies that have multiple divisions or chains benefit greatly from a dedicated server in that they can create several domains on one server. This is more cost effective and efficient than each outlet renting space on a different host and creates a uniform sales platform with a simplified administration and support system.

8. Increased reliability
It only requires one rogue website in a shared server to cause a search engine to ban the entire server, due to the shared IP address. With a dedicated server, reliability is no longer compromised by other customers’ poorly written scripts or security problems.

9. Effective large website maintenance
A dedicated server provides the ability to run a large website, which can be remotely controlled and operated, without the need to employ large numbers of staff. There is no requirement to purchase or maintain server equipment and server upgrades are more cost effective.

10. Technical support
Many dedicated server providers offer additional administrative, trouble-shooting and management support.

If your website does not have any of these qualities, then you know that it is time to move your site to a dedicated server. You’ve put a lot of work into your website, so you deserve to have the best service possible.

Premiere provider of managed IT services with data centre locations across Canada, provides managed services and managed hosting solutions for enterprises that require the highest levels of security and availability.

The saying that all publicity is good publicity is not strictly true. If a celebrity constantly has bad press, this will eventually have a negative effect on their reputation and the way they are perceived by the public. Everybody is allowed to make mistakes and most people understand that any mistake a celebrity makes will be magnified tenfold through the press. This does put a certain responsibility on them to behave in a certain way and many of them do but with the spotlight of the world’s paparazzi constantly on them, impeccable behaviour is bound to slip occasionally. And why shouldn’t they? They are only human after all.

However, when one of us minions slips up and has a drunken brawl in the street no-one takes a great deal of notice and we can still turn up to work the next day and earn the same amount of money - albeit a little sheepishly. It’s a little different for those who people expect to see setting an example and continuous bad press can have disastrous effects on a career.

So, what can they do to counteract it? Given that a vast majority of the population will read the news online, particularly the people that matter, the celebrity’s agents can contact a search engine optimization company and enlist their help for reputation protection. Online reports can be managed in such a way as to stop the bad news showing up first when a Google search is carried out on that particular person.

The mainstream users of search engines will rarely read past the first page and this is why search engine optimisation is such big business - everyone wants to be on page one for their key terms in order to generate the maximum amount of business from their website. So, in order to minimise the ill effects of bad publicity, high profile people will use search engine optimisation for reputation protection.

A thorough understanding of search engines and the way they work is crucial to managing an online reputation effectively. Software is available to try and cover it but each individual will need bespoke handling and software simply doesn’t cover it. Software is useful for tracking the bad publicity but cannot do anything about where it appears in a search engine.

The saying that bad news travels fast is true. So, thanks to all the social networking sites and blogs that are now online, any bad news is quickly replicated and finds its way to the top of the search engine. Search engines love blogs because they are mostly text based and the information is relatively fresh most of the time so will spider them regularly.

A search engine optimisation company worth its money will show tact and discretion in counteracting the bad news with good news. The news will be optimised into a fashion that understands how search engines work and works within these boundaries. It’s never going to be possible to take the bad news out but if you counteract it with enough good news that is search engine friendly then you can at least push the bad news back a page or two. As we have already established, most people only look at the first page of a search engine which means the chances of them seeing the bad news will be limited.

SEO expert Catherine Harvey looks at the way search engine optimisation can protect a reputation.

Designing a website, though quite simple to some, requires the designers and the planners to combine thoughts of what message you are trying to project. Below are a few rules that I suggest for a good quality web development plan.

1.Navigation
The single most important part of the website where more people falter is the navigation factor. The ease of navigation in your website can set you apart from your competition. The idea is simple, the easier it is for the user to browse through your website, the more pages he or she is going to end up reading and this could result in more profits for you depending upon your business model. The idea is to carefully plan your entire website before you start to actually design it. I do this with a paper and pencil. Thinking through about the various pages and the way they would be interlinked helps a lot to an easy navigational system on your website. Search engines love html(text) navigational systems; as it gives them an easier path to follow on your website.

2.Readability
You must have at some point of time encountered a website that had a, what I call eye-unfriendly color scheme. Some website owners think this will attract visitors where it does the exact opposite. Most of the times you would end up closing the eye unfriendly website without even bothering to see what the content is. So, it is again very important to make designs that don’t hurt the eye. Your website represents who you and your company are. You need to choose the colors carefully keeping in mind that the entire website must have readable text and your message must be clear within each page.

3.Screen Real Estate
The golden rule is the “Content is the King” rule. If you give a good deal of your real estate to your content you are attracting more people. You should plan how you will divide the space amongst your content, advertisement, graphics and navigation menus. Compare your layout from other new websites that have attracted you. An easy layout makes it easier for your web page to be read, don”t bunch up a lot of text in one area as visitors wont even read it. Make your body paragraphs short and to the point. Your message will be read lot more in small sections rather than one big huge text block.

4.Quick Loading Web Pages
How quickly your page loads is a very key parameter for the users to like or dislike your website. We have all clicked off a website when it does not load instantly, the web is to big to wait for some websites to load, I personally think next and press the back button. I am proudly guilty of this action myself. So make sure you have limited flash and smaller images on your website. Huge flash or images will up your load time drastically. So keep it simple!

5.Compatibility
Any discussion on a good website design will not be complete without the mention of the websites compatibilities. A good designer will always test the website in multiple browsers and in multiple resolutions. It is good to plan a layout which is compatible on all the browsers and looks alright on various resolutions and nowadays also the hand held devices. Planners may however also want to consider a target group of audience and then plan the best possible layout for them and have alternatives for the others. Make sure everyone can see your website efficiently!

Creatively yours,
Todd Herman, Senior Vice President
GlobalWebsiteCreations.com

President
GlobalWebsiteCreating.com

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