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...The business-critical nature of some Salesforce.com deployments also contributes to the need for partnering. A SaaS deployment may simply focus on the application, with little or no need for professional services. However, Salesforce.com deployments don't always exist in isolation. They are often embedded in broader projects to revamp sales or customer service in a department or across an organization.
K12, a company that provides online K-12 education, fits that model. The organization decided to replace its legacy customer system as part of an effort to provide a more personal and relevant customer experience, according to Dianne Conley, vice president of marketing systems at K12. The company selected Salesforce.com over Oracle as its software provider; Salesforce.com recommended Appirio, a San Francisco-based services provider specializing in the cloud, as an implementation partner.
K12 planned to hire a partner for the project, whether the nod went to Salesforce.com or Oracle. "It wasn't even something we thought twice about for an undertaking on the scale we were doing," Conley says...
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