Corporate Use of ASPs for CRM

by Curt Hall

Most of the attention pertaining to application service providers (ASPs) has been focused on companies using them to outsource their transaction processing applications and services (Web hosting, human resources, payroll, processing, etc.). Very little discussion has taken place regarding the extent to which companies are embracing the ASP model for outsourcing their customer relationship management (CRM) operations. Consequently, for this Executive Update, Cutter Consortium surveyed 159 companies to measure their use of and opinions on outsourcing their CRM operations to an ASP.