Movement Toward CRM Solutions with Web-Based Architectures

As an example, PeopleSoft's PeopleSoft 8 CRM solution is built on a Web-based architecture. The solution is accessible via an Internet connection and has no requirements for code from the client. The PeopleSoft 8 CRM architecture has the additional advantages of the ability to support the components of the PeopleSoft enterprise suite (e.g., human resources, financials, supply chain) and the ability to integrate with other applications, including those from other vendors (e.g., SAP, Oracle). PeopleSoft has also embedded XML messages into the system, which allow PeopleSoft 8 CRM applications to work seamlessly with either legacy or new applications. PeopleSoft's major competitors—Siebel, Oracle, SAP—are currently moving toward introducing products with a Web-based architecture in the foreseeable future. Several other CRM software vendors already are built on Web-based architectures, e.g., Onyx, J.D. Edwards.

Likely impact of this trend: New Web service offerings, and improved customer-centric software functionality (e.g., self-service).