Sengar points to potential reporting issues if an organisation keeps some applications in the cloud and some on-premise. Integrating and updating on-premise and cloud applications in real-time is a challenge, he says.
Gartner has found that many companies don't do real-time syncing. Instead they operate in "batch mode", getting some data from the cloud-based systems, integrating this with on-premise data and then running reports, he says.
Another thing to keep in mind is vendor lock-in. How easily can you get your data back from the cloud vendor, should you wish to, asks Sengar.
"It is usually not as simple as 'switch-on, switch-off'," he says. "It can take some time to migrate from a cloud vendor to another vendor."
Gartner is also seeing growing adoption of mobility in the CRM space, particularly in two areas -- sales and customer service. Sales reps on the road can access customer information, as well as share and update data in real-time and sync with the core systems. In customer service, there is increasing uptake of mobile CRM for field service reps, working across different locations, says Sengar.
* Tomorrow Computerworld looks at two very different CRM implementations. Unitec's on-premise Oracle/PeopleSoft CRM system and Localist's adoption of cloud-based solutions.