Part A Info
Part B Info
Salesforce.com: The Dark Side of Cloud Computing
Delaney, B., Lechova, M., Zhang, O., O’Rourke, J.S. (Editor)
February 15, 2018
Strategy & General Management
software, customer service management, disruption, crisis management, Public Relations
Salesforce.com 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.