Prerna Lal,  WISDOM, Banasthali University, Rajasthan. India
Sangeeta Shah Bharadwaj, Management Development Institute, Gurgaon, India

Cloud-based services has changed the dynamics of delivering information technology services to the customer and has enabled organizations to be more flexible. The intent of this study is to empirically test the performance of cloud-based customer relationship management systems using DeLone and McLean's Information System Success Model. In this study performance of cloudbased CRM systems is evaluated using six constructs, i.e. system quality, service quality, information quality, use of cloud-based CRM, user satisfaction, and organizational benefits. Relationships between constructs were assessed using structural equation modeling techniques. In this quantitative study, data was collected using a survey questionnaire method from 235 Indian organizations using a cloud-based customer relationship management system. Analysis of the data suggests that in case of the cloud-based CRM system, the quality of service provided by the cloud vendor is the one that has a stronger impact on the user satisfaction while the quality of cloud-based CRM systems has stronger influence on the use of cloud-based CRM systems in the organization. Furthermore, the study reveals that the use of the cloud-based CRM systems in addition to the satisfaction of the user’s results in achieving both financial as well as non-financial benefits in an organization.

Keywords: cloud computing, cloud-based services, customer relationship management, adoption, DeLone and McLean IS model of success

Suggested citation: Lal, P. & Bharadwaj, S. S.(2015).Assessing the performance of cloud-based customer relationship management systems.Skyline Business Journal, Volume  11, No 1,pp 89-.100.

Lal, P. & Bharadwaj, S. S.(2015).Assessing the performance of cloud-based customer relationship management systems.Skyline Business Journal, Volume  11, No 1,pp 89-.100.