Cloud computing has revolutionized the computer and communication, and has had a tremendous impact on businesses and customer relationship management (CRM). Even if the term seems foreign, anyone who has used Web-based email, such as Hotmail or Yahoo! is familiar with the concept of cloud computing. Cloud computing has also practically given birth to the new wave of social media, especially with examples like Myspace and Facebook, and now, Twitter. For business, and particularly in regard to customer relationship management, Google and Amazon are two prime examples of the use of and functionality of cloud computing. As well as, how it can be mutually beneficial to both the sales and marketing departments of businesses, as well as the customers themselves.
Basically, cloud computing eliminates the challenges of hosting software and hardware on individual computers, by providing a platform from which software can be viewed by having an Internet connection and Web browser. Users share an interface that is maintained and operated remotely, on the “cloud,” where all the user’s information is stored. There are many examples of how cloud computing infrastructures are implemented everyday in social networking and websites.
Facebook is one easy to understand example. A user creates a profile, uploads photographs, adds information, and is able to connect with and communicate with other users. Tools like both a private messages and a public wall with the ability to control privacy settings by the user. None of the user’s information is stored on any computer or mobile device, but is stored elsewhere, on the “cloud.” All updates are immediately reflected and viewable in real-time. Because of the cloud computing platform, the use of Facebook does not require any software or hardware effort on the part of the user, and the user does not have to worry about glitches (ideally) or the like, because the software is operated by Facebook, who will take responsibility for it.
Amazon.com provides another example of how cloud computing has dramatically impacted customer relationship management. Customers of Amazon can create an account, and all their information, including searches, purchases, and communications, will be stored. All data is not only viewable by the customer, but, obviously, also by the marketing and sales departments who monitor this data. The cloud computing system ensures that the data is accurate and up-to-date. Compilations of the data allow reports that range from the general to the specific, regarding consumer behavior, and consumer trends in various demographic categories, geographic locations, or any other marketing segmentation the company feels is relevant. These compilations not only benefit the marketing department, but they benefit the consumer as well. Amazon targets its customers only with information relevant to them, and sales efforts can be achieved with accuracy and precise strategies because of the organization of the data, which cloud computing is ultimately responsible for. In the case of Amazon, cloud computing has created a smooth, friendly, and mutually beneficial seam between the business and its customers.
To speak specifically about the architecture, cloud computing now seems easier to understand. The previously mention illustrations of how cloud computing is used hopefully offered easy examples. The architecture of a cloud computing system can be broken down into sections, the front end and the back end, which stay connected through the Internet. The front end is what is seen by the individual user, for example, the user of Facebook. That user logs on and views or edits his or her profile, and communicates with other users. The “cloud” section of the system is the back end. One or more computers, data storage systems, or servers make up this back end cloud, and provide users with that service of the software platform. It is important to understand that cloud computing provides a service. They basically tell customers, “we are running this software, and we will let you use it.”
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