CRM for Customer Service Comparison Guide
[Pages:5]CRM for Customer Service Comparison Guide
Introduction
Congratulations! You got the sale and closed the deal, thus gaining a new customer. The sales-cycle doesn't end there. Acquiring new clients is great, but keeping the ones you have is just as (or even more) important. Having a Customer Relationship Management system (CRM) that helps deal with customer inquiries, problems, and solutions is important for any company that views customer service as the crux of their business model. In this guide, you will learn about the top CRM vendors that provide features and tools to help companies optimize their customer service. Many include key features such as real time escalation of cases, customizable workflow, and analytics to track and group problem areas.
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
2
Comparison Grids
Vendor: Product Solution SAP Hybris Salesforce Oracle Siebel CRM Microsoft Dynamics
Focus
Medium Biz & Enterprise Medium Biz & Enterprise
Enterprise Medium Biz & Enterprise
CRM for Sales Large Vendors
Cloud/On-Premise
Pricing
On-Premise
Perpetual License
Cloud
Subscription
On-Premise
Perpetual License
Cloud or On-Premise
Subscription or Perpetual License
Price
$$$ $$$ $$$$ $$$
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
3
Comparison Grids
Vendor: Product Solution SAP 360 Customer Salesforce Oracle Siebel CRM Microsoft Dynamics
Self Service Web Portal
CRM for Sales Large Vendors (continued)
Case Management Screen
Open Case Dashboard
Customer Forums Support
Integration with ERP
P
P
2
P
P
P
P
P
P
2
P
P
P
P
P
P
P
P
P
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
4
Comparison Grids
Vendor: Product Solution SAP 360 Customer Salesforce Oracle Siebel CRM Microsoft Dynamics
Real-time Case Escalation
P
CRM for Sales Large Vendors (continued)
Self Service Mobile CRM
Automated Post Service Surveys
Warranty & Contract Externally Accessible
Management
Knowledge Base
P
P
P
1
P
P
P
P
P
P
P
2
P
P
P
P
P
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
5
Comparison Grids
Vendor: Product Solution Oracle Sales Cloud Sugar CRM Sage CRM Swiftpage ACT! Infor Epiphany Goldmine Zoho CRM NetSuite CRM+ CRMNEXT Pega Customer Service
CRM for Sales Medium Vendors
Focus
Cloud/On-Premise
Pricing
Medium Biz & Enterprise
Cloud
Subscription
Medium Biz & Enterprise
Cloud or On-Premise
Subscription
SOHO & Medium Biz
Cloud or On-Premise
Subscription
SOHO
Cloud or On-Premise
Subscription or Perpetual License
Medium Biz
Cloud or On-Premise
Subscription or Perpetual License
SOHO & Medium Biz
Cloud or On-Premise
Perpetual License
SOHO
Cloud or On-Premise
Subscription
Medium Biz and Enterprise
Cloud
Subscription
Medium Biz and Enterprise
Cloud or On-Premise
Subscription or Perpetual License
Medium Biz and Enterprise
Cloud
Subscription
Price
$$$ $$ $$ $$ $$$ $$ $$ $$$ $ $$$
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
6
Comparison Grids
Vendor: Product Solution Oracle Sales Cloud Sugar CRM Sage CRM Swiftpage ACT! Infor Epiphany Goldmine Zoho CRM NetSuite CRM+ CRMNEXT Pega Customer Service
Self Service Web Portal
CRM for Sales Medium Vendors (continued)
Case Management Screen
Open Case Dashboard
Customer Forums Support
Integration with ERP
P
P
2
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
P
2
2
P
P
P
P
P
P
P
2
P
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
7
Comparison Grids
Vendor: Product Solution Oracle Sales Cloud Sugar CRM Sage CRM Swiftpage ACT! Infor Epiphany Goldmine Zoho CRM NetSuite CRM+ CRMNEXT Pega Customer Service
Real-time Case Escalation
P
CRM for Sales Medium Vendors (continued)
Self Service Mobile CRM
Automated Post Service Surveys
Warranty & Contract Externally Accessible
Management
Knowledge Base
2
P
P
P
P
1
P
P
P
1
P
2
P
P
P
2
P
P
P
P
P
P
P
P
Ziff Davis / Comparison Guide / CRM for Customer Service Comparison Guide
Ziff Davis ?2017
8
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