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

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download