Smart car buyers don't get a Ferrari when a Fiat will do. The same philosophy is true of CRM systems.
Agile development and the cloud are like hand in glove. But Agile can be dangerous if your organization isn't ready for it.
Customer support is running by old rules, and customer satisfaction is at risk. Here are two worst-practices issues to avoid in your cloud customer service organization.
When developing and integrating cloud systems, the public interfaces and external "contracts" among services mean that design and architecture can evolve rapidly and in parallel.