Software-as-a-service has made it easier for businesses to embrace customer-relationship-management software, but SaaS also threatens to create a "re-siloing" if the IT department is not involved in its implementation, Chris Bucholtz writes. "SaaS does not replace IT. Instead, it makes IT a strategic partner in managing change and maintaining the proper functioning of your customer data systems. IT needs to be a part of the process -- and it needs to take the lead in explaining the criticality of having a company-wide understanding of all the technology in use to manage customer relationships," Bucholtz writes.

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