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Select the Right CRM Software
Info-Tech Research Group, March 2010
Complex CRM Suites can leave a sour taste!
- Leading CRM suites are too expensive and overly complex for most SMBs.
- CRM leads the SaaS movement, making delivery method a key consideration for CRM product selection.
- CRM product selection is almost as cumbersome as CRM implementation; too long and costly. Use the CRM Decision Diamond (TM) to shorten the process.
Critical Insight :
Organizations are pushing back on traditional and complex CRM suites in favor of platform-like solutions, allowing integrators to build specific solutions.
CRM software delivered as a service, led by Salesforce.com, is a mature, viable technology option for most SMBs. Microsoft has evolved into a leading CRM vendor with Dynamics CRM v4; boosted by the natural and extreme Outlook integration.
Impact and Result:
- The CRM Decision Diamond (TM) will help you select the right CRM feature set and app delivery method to achieve immediate value and long-term flexibility.
- The CRM Decision Diamond ™ shortens selection time by examining pre-screened vendors specifically recommended for SMBs.
- The CRM Decision Diamond ™ allows you to spend your consultancy budget on CRM implementation, instead of selection.
Get to Action:
1. Analyze market trends for on-demand CRM vs. on-premise CRM.
Select an appropriate delivery model for our organization.
- Storyboard: Choosing a CRM Software Solution
- The 2009 Mid-market CRM Landscape Summary: SaaS Fully Matures
- On-Demand vs. On-Premises TCO Calculator
2. Compare major CRM vendors and products against each other.
Create a shortlist of appropriate vendors and technologies.
- Customer Relationship Management Solutions
3. Evaluate specific CRM products and vendors in more depth.
Select the right vendor for our organization.
- Customer Relationship Management: Microsoft Dynamics CRM v4
- Customer Relationship Management: Oracle Siebel 8.1.1
- Customer Relationship Management: RightNow CX August 09
- Customer Relationship Management: Salesforce.com Summer 09
- Customer Relationship Management: Sage SalesLogix v7.5.1
- Customer Relationship Management: SAP CRM Version 7.0
- CRM Vendor Shortlist Preparation Tool
- Storyboard: Choosing a CRM Software Solution (Powerpoint)
- The 2009 Mid-market CRM Landscape Summary: SaaS Fully Matures (Powerpoint)
- On-Demand vs. On-Premises TCO Calculator (Excel)
- Customer Relationship Management Solutions (Pdf)
- Customer Relationship Management: Microsoft Dynamics CRM v4 (Pdf)
- Customer Relationship Management: Oracle Siebel 8.1.1 (Pdf)
- Customer Relationship Management: RightNow CX August 09 (Pdf)
- Customer Relationship Management: Salesforce.com Summer 09 (Pdf)
- Customer Relationship Management: Sage SalesLogix v7.5.1 (Pdf)
- Customer Relationship Management: SAP CRM Version 7.0 (Pdf)
- CRM Vendor Shortlist Preparation Tool (Excel)
You will receive:
*Storyboard: Choosing a CRM Software Solution
New entrants like Microsoft and software as a service (SaaS) vendors like Salesforce.com now dominate the CRM market, alongside traditional CRM leader Oracle Siebel. Organizations are pushing back on complex suites in favor of platform-like CRM solutions. With this solution set, organizations will be able to:
- Select the right CRM feature set and app delivery method.
- Simplify the selection process by examining pre-screened vendors.
- Spend your consultancy budget on CRM implementation, instead of selection.
Use the CRM Decision Diamond to compare the most appropriate vendors for SMB, and create a customized vendor shortlist to reduce the amount of time and money spent on CRM software evaluation.
*The 2009 Mid-market CRM Landscape Summary: SaaS Fully Matures
Given the recent emergence of Software-as-a-Service (SaaS) into the mainstream market and evolving consumer demands, mid-market CRM solutions have undergone several changes in the last few years.
In order to understand these changes, and consumer buying trends, the authors conducted a survey of over 75 organizations that had implemented CRM solutions within the last 18 months. This study was also used as input into the authors 2009 CRM Decision Diamond ™ product evaluation.
The key findings of the study are as follows:
- Microsoft Dynamics CRM v.4 should be on every mid-market CRM shortlist.
- Mid-market organizations should address requirements for closed-loop sales and marketing when purchasing CRM solutions.
- Mid-market organizations should consider SaaS solutions to be as much of a viable option as on-premise.
- Focus on planning, stakeholder support, process engineering and change management to avoid implementation failure.
Read this summary report of survey findings to understand how the changes in landscape affect CRM buying behavior.
*On-Demand vs. On-Premises TCO Calculator
The Software-as-a-Service (SaaS) delivery model can bring a much lower Total Cost of Ownership (TCO) than its on-premises equivalent. But short-term gains can mean longer-term bottom-line pains – so do the math.
IT decision makers can use this calculator to determine if the enterprise can reap TCO benefits from the on-demand SaaS model. This Excel-based tool includes:
- A list of potential TCO cost categories for consideration.
- A fully-functional comparative calculator that allows TCO calculations for both on-demand and on-premises solutions, up to five years in the future.
- A dynamic graphical output so that the TCO for both solutions over time can be readily visualized.
The proof is in the numbers. Limit solution procurement risk and perform a five-year TCO calculation to determine if on-demand or on-premises solutions make the most fiscal sense for the enterprise.
*Customer Relationship Management Solutions
Customer Relationship Management (CRM) software continues to show strong growth despite recent market volatility. Software-as-a- Service (SaaS) and on-demand delivery is putting increased market pressure on on-premise providers, but more companies are offering hybrid delivery architectures. Use the CRM product comparison to select the right CRM product for the job.
*Customer Relationship Management: Microsoft Dynamics CRM v4
Organizations that identify themselves as Microsoft Shops should shortlist Microsoft Dynamics CRM v4 when looking for a Customer Relationship Management (CRM) solution. The native Outlook integration offers users a familiar interface, increasing adoption and lowering training costs. The product offers a strong mix of sales, marketing, and service functionality at a much lower Total Cost of Ownership (TCO) than larger enterprise suites.
*Customer Relationship Management: Oracle Siebel 8.1.1
Siebel 8.1.1 is the latest release from Oracle and the second release since Oracle purchased Siebel in 2006. This version finally begins to take advantage of the Oracle BI, Middleware, and Application Unlimited Architecture. Consider Oracle Siebel 8.1.1 if you are looking for a combined sales, service, marketing, and loyalty system and already use other Oracle business applications.
*Customer Relationship Management: RightNow CX August 09
The RightNow CX Customer Relationship Management (CRM) Suite from RightNow Technologies continues to be a leader in customer service products and has successfully carved out a market niche around customer experience management. Market awareness continues to be low, despite a solid feature set. RightNow CX is a good choice for call centers and organizations focusing on customer service, customer service knowledge management, and end-to-end customer experience management.
*Customer Relationship Management: Salesforce.com Summer 09
Salesforce.com is the Software-as-a-Service (SaaS) CRM leader and is quickly increasing its marketshare, shaking off early SaaS myths that plagued the market. Complex integration with other applications within the organization remains the biggest challenge in Salesforce.com implementations. Consider Salesforce.com if you require a fast, sales-focused CRM implementation with few or very basic integration needs.
*Customer Relationship Management: Sage SalesLogix v7.5.1
Sage SalesLogix 7.5.1 is a strong, but lesser known, Customer Relationship Management (CRM) product with very strong sales and analytics capabilities. While there is service and marketing functionality available, it is not as deep or robust as other products that span the three core CRM process domains. Consider Sage SalesLogix 7.5.1 if heavy sales force automation and analytics are needed, without spending on enterprise-class marketing and service
*Customer Relationship Management: SAP CRM Version 7.0
SAP CRM 7.0 is the defacto choice for organizations that have already made a significant investment in other SAP process
automation technologies, such as Enterprise Resource Planning (ERP). For organizations using a different ERP system, with no intention of switching to SAP, or for existing SAP customers with immature Customer Relationship Management (CRM) processes, the SAP CRM offering is not compelling enough to justify the Total Cost of Ownership (TCO).
*CRM Vendor Shortlist Preparation Tool
New market trends, combined with the 2008/2009 recession, are reshaping Customer Relationship Management (CRM) delivery models, functionality, and buyers’ choices. Even as economic stability increases, organizations are not going to automatically default back to solutions they were considering pre-recession – the landscape has changed.
This worksheet allows enterprises to profile their CRM requirements and generate a rank-ordered vendor shortlist. Specific worksheet functionality includes:
- Variable prioritization factors for product and vendor suitability.
- Weightings to adjust suitability factors to overall vendor ranking.
- Self-sorted ranking list of CRM vendors and a customized Decision Diamond.
Vendor profiles are based on the authors recent in-depth review of the CRM market. Use this tool to generate a practical vendor shortlist and a customized Decision Diamond specific to your enterprise
- Auckland District Health
- Care To Care, LLC
- Champion Enterprises Inc
- Connect Consulting Ltd
- DHS Technologies
- Dundee Securities
- Konecranes Service Limited
- Missouri Employers Mutual
- Pratt Corporation
- Stride And Associates