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On-Premise CRM Comparison Guide

Focus Research March 2009

Focus Research ©2009

SugarCRM Inc.

Sugar Professional Sugar Enterprise

Microsoft

Dynamics CRM 4.0 Full CAL (Client Access License): $995 for up to 49 users Read-only CAL: $305 for up to 49 users Professional Server: $2,010 Enterprise Server: $5,100

Sage Software Inc.

SalesLogix With CAL: $795 per user Server: $2,995 24x7 support: 20 percent of the total per year

Onyx Software

Onyx CRM Please call Onyx Software for pricing information

Maximizer Software Inc.

Maximizer CRM $499-plus per user

Surado Solutions Inc.

Surado CRM $700 per user for up to 50 concurrent users $600 per user for up to 100 concurrent users 12 percent of license costs for support Free service packs, updates and versions $350 to $8,500 for Popular add-on modules

Pricing

Professional: $275 per user, per year. Enterprise: $449 per user, per year. Minimum order is five units for either level.

SFA (Sales Force Automation) Features

Sales data sharing across individuals and teams Tools allow team to prioritize on the most profitable deals Educates new sales agents quickly Facilitates the creation of presentations and proposals for customers Monitors quota progress and business performance

Offline- and mobile-device support Sales tracking and forecasting Analytics tools Quickly access products, pricing and quotes Sales force management Real-time lead access Direct email marketing Lead, opportunity and territory management

Pipeline management dashboards Sales histories and forecasts Extensive and flexible reporting Sales territory management New and current account management Opportunity management

Employee Portal allows management of: · Opportunity and lead pipeline · Sales team and channel marketing · Win/loss and forecast analysis · Customized quotes and proposals · Intelligent call scripting Workflow process automation

On-demand customer information Complete opportunity management system Performance tracking Collaborative tools Time and task management Microsoft Office integration Custom reports and forecasts Lead management with alerts QuickBooks accounting tie-in Searchable knowledge base Company information library

Full sales-cycle account management Lead tracking and management Forecasting and planning tools Full-featured inventory and quoting system Integrated mobile solutions

On-Premise CRM Comparison Guide

Focus Research ©2009

2

CDC Software

Pivotal CRM

Avidian Technologies Inc.

Prophet

Infor

InforCRM

Soffront Software Inc.

Soffront CRM

SAP

SAP CRM

Pricing

Pivotal CRM has several pricing models based on customers' specific needs and configuration (number of users and varying levels of support).

Workstation Editions (single user): · Personal Edition: $149.95 · Advanced Edition: $249.95 · Premium Edition: $349.95 Server Editions: · Professional and Enterprise: $550 to $850 per user Includes training, BPI and one year of support

Pricing is based on a number of factors -- please contact Infor directly.

Dedicated license: $1,000 per user Floating/concurrent license: $1,600 per user Server software: $6,000 to $12,000 24x7 support: 15 to 20 percent of the total cost

Pricing is based on number of users and is calculated on a percustomer basis.

SFA (Sales Force Automation) Features

Centralized sales data Revenue forecasting Microsoft Office integrated tools Automated workflow system Collaborative tools

Collaborative opportunity information Centralized Outlook-integrated contact info Customizable sales reporting and forecasting Multiple connectivity and offline options

Entire sales-cycle management Lead routing and prioritization Opportunity and pipeline management Call management Call scripting Mobile access Customized configuration

Comprehensive lead tracking Real-time mobile access Outlook integration Web-based sales interaction Knowledge management Automated lead management Customization tools

Sales planning and forecasting Territory, opportunity and leadactivity management Billing and contract management Sales analytics Incentive and commission management Product configuration and pricing

On-Premise CRM Comparison Guide

Focus Research ©2009

3

SugarCRM Inc.

Sugar Professional Sugar Enterprise

Microsoft

Dynamics CRM 4.0 Centralized management of: · Accounts and contacts · Knowledge base · Cases and interactions · Service scheduling · Team and group workflow · Service contracts and scheduling · Products and contracts

Sage Software Inc.

SalesLogix Central knowledge base SLA (service-level agreement) management Customer history tracking Call-center support Contact management and reporting

Onyx Software

Onyx CRM Customer-service incident tracking and escalation Searchable knowledge base Advanced reporting and analytics Online service inquiries and status checking Computer telephony integration Call-center performance reporting and analysis

Maximizer Software Inc.

Maximizer CRM Automated case creation, monitoring and response Customized reporting At-a-glance dashboard Searchable knowledge base Centralized information and case management

Surado Solutions Inc.

Surado CRM Complete customer history tracking Searchable knowledge base Contract and SLA tracking Online ticket system Automated response and escalation Email to ticket conversion Issue-tracking dashboard

Service and Support

Central customer-service issue management and sharing Incident reporting Issue escalation Analytics to measure effectiveness Issue submission via email Searchable knowledge base

Marketing Features

Lead and campaign management Email marketing management Generate and monitor campaigns across all channels Create Web form pages for lead capture Use customizable ROI (return on investment) reports and dashboards

Segmented market tools Marketing campaign planning, automation and management Marketing and sales collaboration Shared information portals Reporting features integrate with other Microsoft apps Workflow-driven model

Automated campaign tracking Real-time lead and prospect management Outbound call tracking Follow-up call management On-the-spot and decision-making reports Email-management options

Campaign management and analysis Target list and permission marketing Customer surveys and feedback Product tracking Email-marketing management Customer-profile management Workflow-process automation

Lead and pipeline management Email lists and campaigning Anti-spam tools Targeted campaign capability Automated lead processing Calculate campaign ROI

Online lead capture and follow-up Permission-based campaigns Response tracking Campaign ROI calculation and assessment Email and fax campaign management

On-Premise CRM Comparison Guide

Focus Research ©2009

4

CDC Software

Pivotal CRM

Avidian Technologies Inc.

Prophet

Infor

InforCRM

Soffront Software Inc.

Soffront CRM

SAP

SAP CRM

Service and Support Features

Searchable knowledge base Service automation Contract, SLA and escalation management Email management Online ticket submission and tracking Self-service reporting

Built-in and online FAQs Integrated troubleshooting documentation Personalized support and training

Individualized contact-center operations Online customer self-service information Mobile service Web-based communications Interactive service scheduling

Customer help desk Automated ticket generation Mobile access Collaborative knowledge management Web-based customer portal

Web-enabled customer portal Service order processing Complaints and returns management Service analytics Warranty and case management Resource planning

Marketing Features

Automated lead-management system Multichannel campaign tools Lead generation and multitouch nurturing Campaign tracking and analysis Lead qualification and conversion tools

Organize and manage email campaigns Automated multiple touch points Customized reporting

Synchronized marketing campaigns Real-time customer profiles Integrated database marketing Event-based campaigns Customer profiling Forecasting and segmentation

Targeted email, direct mail and phone campaigns Automated lead and opportunity management Campaign ROI analysis Targeted marketing analytics Automated email responses to inquiries

Marketing analytics Lead management Trade promotion management Campaign management Segment and list management Managing and optimizing resources

On-Premise CRM Comparison Guide

Focus Research ©2009

5

SugarCRM Inc.

Sugar Professional Sugar Enterprise

Microsoft

Dynamics CRM 4.0 Microsoft Windows Server, Microsoft SQL Server, .NET Framework

Sage Software Inc.

SalesLogix Microsoft Windows Server, Microsoft SQL Server, .NET Framework

Onyx Software

Onyx CRM Microsoft Windows Server, Microsoft SQL Server, .NET Framework

Maximizer Software Inc.

Maximizer CRM Microsoft Windows Server, Microsoft SQL Server, IIS, JRE (Java).

Surado Solutions Inc.

Surado CRM Microsoft Windows Server, Microsoft SQL Server

Required Technology

Linux or Windows, Apache or IIS, MySQL and PHP

On-Premise CRM Comparison Guide

Focus Research ©2009

6

CDC Software

Pivotal CRM

Avidian Technologies Inc.

Prophet

Infor

InforCRM

Soffront Software Inc.

Soffront CRM

SAP

SAP CRM

Required Technology

Microsoft Windows Server, Microsoft SQL Server or Oracle, .NET Platform

Microsoft Windows Server, SQL Server Express (included), .NET Platform

UNIX/Linux Variants (Red Hat Linux, SUSE Linux, IBM AIX (PPC), Solaris (SPARC) and HP-UX) Microsoft Windows Server, Microsoft SQL Server

Microsoft Windows Server, Microsoft SQL Server or Oracle, .NET Platform

Microsoft Windows Server, Microsoft SQL Server, .NET Platform Linux Enterprise Server, Oracle Database Server

On-Premise CRM Comparison Guide

Focus Research ©2009

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