Background: Cloud based CRM is a new technology that has been widely used in the field of IT and BPM. This study aims at identifying the key areas for improvement of user satisfaction with cloud-based CRM by involving them in the evaluation process.

Aims: To study the identify the effectiveness of Cloud Based CRM with Reference to ZIMS India.

Material and Methods: This is a descriptive study using 120 respondents using questionnaire method.

Results: Majority of the respondents choose external type of trainers for conducting training programme. Majority of the respondents are in adequate in the effectiveness of training materials. Majority of the respondents choose yes to get additional business through the power of Cloud CRM.

Conclusion: Implementing CRM in the cloud means businesses do not have to purchase expensive hardware or software, and the solutions are much less time consuming to maintain.

Key Message: Cloud based CRM have the same access to the software from wherever their headquarters are located. As long as a user has an Internet connection, he or she may access the Cloud based CRM applications and software, making customer interactions timelier and less costly.