salesforce.com (2)

1. Salesforce.com is located in the Service Process Matrix in the Service Shop box, though it offers something that can be considered a Standard Package with its online service, one of the main advantages it has is the fact that each customer can create/download applications for it, and also the service is scalable to the needs of each customer.
2. We can see other CRM products/services from companies such as Microsoft, Oracle and SAS. Microsoft Dynamics CRM may be considered a service factory with its "one size fits all" approach, where it is sold more as a software than as a service. On the other hand Oracle and SAS (Professional Service) develop specific projects for the companies they work with, most of the times the CRM is embedded in ERP applications that take a long time to customize or develop for the specific needs of each customer. The main advantage of companies such as SAS or Oracle are that they can create a whole business solution for the company, where they can connect all the different units of the company under a singles system and database.