Hosted CRM Comparison Guide

Hosted CRM Comparison Guide

Focus Research

March 2009

Focus Research ?2009

 Inc.

SalesBoom

Sage Software

RightNow

Technologies Inc.

Oracle

Salesforce

Enterprise Edition

On Demand CRM,

Enterprise Edition



RightNow CX

Oracle CRM

On Demand

Pricing

$125 per user, per month

$95 per user, per month

Starting at $69 per user,

per month

$110 per user, per month

Starting at $70 per user,

per month

SFA (Sales

Force

Automation)

Features

? Lead and opportunity

management

?A

 ccurate revenue forecasting

? Real-time pipeline

management and analysis

? Relationship and opportunity

management

? Forecast management and

analytics

? Sales forecasting

? Analytics

?A

 dvanced reporting engine

? Point-and-click reporting and

analysis

?R

 eal-time sales views

? Territory management

? Insight into customer

interactions and purchase

history

? Lead and opportunity

management

?T

 rend analysis

? New- and existing-account

management

? Microsoft Office integration

? Mobile CRM solutions

? Territory management

? Account and contact

management

?S

 ales collaboration

?S

 cheduling tools

? Approvals and workflow

? Sales process visibility

? Analytics and forecasting

? Complete customer view

? Documents and contracts

management

? Lead management

? Product catalog

? Genius: database of deals

? Integrated content library

? Google Apps integration

? Competitor tracking

Hosted CRM Comparison Guide

? Contact management

? Opportunity management

? Quote management

? Mobile device integration

? Microsoft Outlook integration

? Opportunity escalation

? Account and contact

management

? Calendar and task

management

? Offline and mobile access

? Lead routing

? Collaboration tools

? Business process

customization

? Quota management

? Product database

? Contract management

? Commisions management

Focus Research ?2009

2

Service and

Support

Inc.

SalesBoom

Sage Software

Salesforce

Enterprise Edition

On Demand CRM,

Enterprise Edition



? Agent console

?A

 utomatic online ticket

generation

? Real-time access to

customer data

? Email management

?E

 mail alerts for new cases

? Centralized customer data

? CTI (computer telephony

integration)

?K

 nowledge-management

system

? Complete customer-history

data

?C

 ase-user groups

? Central knowledge base

?C

 ase-escalation system

? Service-agreement

management

? Call scripting

? Knowledge management

? Case and activity

management

? Resolution and activity

analytics

? Self-service customer portal

? Chat

? Case and incident

management

RightNow

Technologies Inc.

RightNow CX

? Customer inquiries are

handled by phone, chat,

email or in-person

? Service interactions are

leveraged across all channels

? Generate leads from service

interactions

? Knowledge base

management

? Community feedback

? Contact center

Oracle CRM On Demand

On Demand

? Service-request

management

? Historical reporting and

analytics

? Real-time knowledge base

? Asset and product

management

? Warranty and contract

tracking

? Integrated voice tools

? Solution management

? Social networking/Facebook

and Twitter integration

Oracle

? CVI, IVR, VoIP

Marketing

? Campaign management

? Email marketing

? Email auto-responder

? Search-based marketing

? Lead and list management

? Workflow automation

? Analytics and dashboards

?C

 ustomer-life-cycle views

?C

 ampaign ROI (return

on investment) and

effectiveness analysis

?A

 utomated lead routing

?M

 arket segmentation

?C

 ontact-list managemen

?R

 esponse tracking

?M

 ass email marketing

?C

 ustom reports and analytics

? Response tracking

? Auto-response email

Hosted CRM Comparison Guide

? Assign, schedule and track

campaigns

? Easy-to-use marketing

message system

? Lead assignment and

notification

? Advanced email management

? Create and distribute large

mailings

? Lead management and

tracking

? Anti-spam tools

? One-step lead conversion

? Track campaign results

and ROI

? Campaign management

? Outbound call management

? Real-time access to

prospects and campaigns

? Targeted and critera-based

list management

? Outbound call management

? Track responses

? Knowledge Foundation

supports proactive email

communication

? Real-time budget tracking

? Segmentation tools

? Email marketing

Focus Research ?2009

3

Pricing

NetSuite Inc.

Zoho

Microsoft Corp.

SugarCRM Inc.

NetSuite CRM+

Zoho CRM

Dynamics

CRM Online

Sugar Professional

Sugar Enterprise

$129 per user, per month

Free edition available for up to 3 users

$12 per user, per month for the

Professional edition

$44 per user,

per month

Professional: $360 per user, per year

? Lead-conversion and automation

tools

? Shared sales data among team

? Presentations and proposals for

customers

Enterprise: $600 per user, per year

$25 per user, per month for the Enterprise

edition

SFA

Features

? Team-selling and distributedcommissions tools

? Territory tracking and

lead routing

? Opportunity management and

competitor tracking

? Advanced sales forecasting and

reporting

? Offline sales tools

?Tiered commisions

?Team selling

? Purchase history

? Email merge

? Quote generation

? End-to-end lead management

? Web-based lead capture

? Automatic lead routing

? Lead to opportunity conversion tools

? Skype support

? Standard and customizable lead reports

? Sales tracking

? Built-in escalation process

? Generate quotes, sales orders and

invoices

? Track purchase history

? Centralized-account and contact

management

? Sales forecasting

? Export leads data to spreadsheet

software

? Identify referrals from accounts and

contacts

? Sales tracking

? Analytics tools

? Complex price-quote-generation tool

? Direct email marketing

? Set up territories and teams

? Create price lists, discounts and unit

groups

? Post sales best practices

? Role- and group-based permissions

? Account tracking

? Microsoft Office integration

? Pipeline management

? Mobile device support

? Monitoring of quota progress and

business performance

? Advanced reporting and dashboards

? Workflow and team security controls

? Mobile support

? Data services integration

? Sales forecasting

? Product catalog

? Quotes

? Mobile support

? Outlook integration

? Cloud console

? Upsell manager

Hosted CRM Comparison Guide

Focus Research ?2009

4

Service and

Support

NetSuite Inc.

Zoho

Microsoft Corp.

SugarCRM Inc.

NetSuite CRM

Zoho CRM

Dynamics

CRM Online

Sugar Professional

Sugar Enterprise

? Feedback management

? Issue tracking

? Notificiation, collaboration and

resolution management

? Product-version tracking

? Self-service customer portal

? Tracking and monitoring of all

customer-reported cases

? Web-to-case form

? Automated case routing

? Custom case-escalation

process

? Central knowledge base

? Solution management

Marketing

? Online lead forms

? Develop and manage

campaigns

? Central case management

? Central view of customer issues

? Automated routing

? Incident reporting

? Automatic-response email

? Issue escalation

? Email management

? Analytics to measure effectiveness

? Searchable knowledge base

? Service contracts and

scheduling

? Marketing-campaign

planning, automation and

management

? Lead and campaign management

? Campaigns generated and monitored across all channels

? Target customer segmentation

and personalization

? Track customer inquiries

? Target group creation

? Monitor campaign ROI

? Email-marketing

management

? Lead and referral tracking

? Automated email-response

system

? Customization and

automation capabilities

? Email marketing

? Reporting features integrate

with other Microsoft

applications

? Campaign-effectiveness

reporting

? Email marketing

? Anti-spam tools

? Marketing analytics

? Drip campaigning

Hosted CRM Comparison Guide

? Email-marketing management

? Create Web form pages for lead capture

? Use customizable ROI reports and dashboards

Focus Research ?2009

5

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