Part A
Part B The Dark Side of Cloud Computing

Delaney, B., Lechova, M., Zhang, O., O’Rourke, J.S. (Editor)
February 15, 2018
North America
Strategy & General Management
9 pages
software, customer service management, disruption, crisis management, Public Relations
Student Price: 
$4.00 (€3.68)
Average rating: 
0 is the leading company in the Software-as-a-Service Customer Relationship Management industry. On January 6, 2009, the company faced its most significant disruption in its history: more than 177 million business transactions were suspended. In addition, Salesforce’s service status dashboard was down, leaving its users completely in the dark. While the company remained silent regarding the cause of the outage, customers became increasingly frustrated.

Learning Outcomes: 
  1. To demonstrate the problems the SaaS CRM industry faces today and the impact of service outages on the company’s profitability and the industry’s reputation;
  2. To provide an example of how the lack of transparent communications between SaaS users and SaaS providers escalates to conflicts;
  3. To emphasize the importance of social networks in business management and the different uses for those channels;
  4. To explain the development of the SaaS CRM industry and how the emerging standards will shape this new technological industry and its participants