Outsourced CRM: Why it will increasingly rely on application service providers — Wendy Hewson, Interactive Marketing, Vol. 3 No. 3

This paper looks at the evolution of the application service provider (ASP) and the implications for CRM. Certainly, CRM vendors seem to believe that this concept offers potential, with most major companies having announced an ASP strategy. The key argument of this paper is that the ASP market is split into two very different models: the one-to-one and the one-to-many. Although most analysts combine these under the ASP umbrella, in practice they are poles apart, appeal to different sizes of company, provide different benefits and incur different risks. They also imply fundamentally different criteria for choosing an ASP. (13 pages)

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