Components

Part A
Part B
Abstract

Salesforce.com: The Dark Side of Cloud Computing

Delaney, B., Lechova, M., Zhang, O., O’Rourke, J.S. (Editor)
February 15, 2018
SKU:
BUS-004132
Region: 
North America
Topic: 
Strategy & General Management
Length: 
9 pages
Keywords: 
software, customer service management, disruption, crisis management, Public Relations
Student Price: 
$4.00 (€3.62)
Average rating: 
0
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.