The Proceedings of DYNAA 2011 _______ ________________ Vol.2, No.1 28 Customer Relationship Management from the Business Strategy Perspective with the Application of Cloud Computing Sudhinder Singh Chowhan, Ruchir Saxena Associate Professor, Institute of Management & Computer Science, NIMS University, Jaipur (Rajasthan) INDIA sudhichowhan@yahoo.com ruchirblues@gmail.com Research Scholar, Gyan Vihar University, Jaipur (Rajasthan) INDIA Abstract: This paper will attempt to introduce – the term and concept of CRM Consumer Relationship Management and Cloud Computing; about the importance and relationship of CRM & Cloud Computing; examine some reason that make the organization interested to adopt certain philosophy; it also highlight some problems that Organization may face to implement from the business strategy perspective. The paper is a conceptual paper, which is an emerging area of interest. Customer Relationship Management, CRM is an essential part of modern business management. This CRM article is provided by the specializes in helping organizations develop excellence in CRM, and this contribution is gratefully acknowledged. Customer relationship management tools include software and browser-based applications that collect and organize information about customers. For instance, as part of their CRM strategy, a business might use a database of customer information to help construct a customer satisfaction survey, or decide which new product their customers might be interested in. Key Words: CRM, Cloud Computing, Customer Service, Sales Force Automation and Campaign Management. CRM - principles, solutions, applications, systems, software. INTRODUCTION Customer relationship management (CRM) is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes, principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management denotes a company- wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs. Cloud computing plays a vital role in every organization’s response to outer challenges. Every person in today’s world retains a different E-Mail ID with him or her and Gmail, Hotmail, Facebook are providing the services to the people for getting connected and stay connected in a better way. Communication and improved connectivity leads to better interaction and executions of work. Let us pick Gmail for example the user may be delighted to use the limitless space provided to him in Gmail. But what makes the user to get this benefit has been intentionally hidden. In its broadest usage, the term cloud computing refers to the delivery of scalable IT resources over the Internet, as opposed to hosting and operating those resources locally, such as on a college or university network. Those resources can include applications and services, as well as the infrastructure on which they operate. By deploying IT infrastructure and services over the network, an organization can purchase these resources on an as-needed basis and avoid the capital costs of software and hardware. With cloud computing, IT capacity can be adjusted quickly and easily to accommodate changes in demand. While remotely hosted, managed services have long been a part of the IT landscape, a heightened interest in cloud computing is being fueled by ubiquitous networks, maturing standards, the rise of hardware and software virtualization, and the push to make IT costs variable and transparent. Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way.