Although the software-as-a-service (SaaS) market is still small, Gartner analysts say the scale of change that SaaS will produce requires providers to keep ahead of the SaaS wave. To do this, Gartner analysts recommend, among other options, to use products built on next-generation Web services, SOAs and highly automated server farms to produce "multi-tenant, mass-customizable products that facilitate agility while sustaining uniqueness at a reduced cost."
Source: CRM Daily, http://www.crm-daily.com