Cloud CRMOverview of Customer Relationship Management Solutions

Part 1. Choosing the right CRM solution

A customer relationship management (CRM) solution is an incredibly efficient way for a business to get the boost it needs to expand its client base and cultivate a stronger relationship with repeat customers. CRM software was originally designed to help businesses build and maintain relationships with new and existing customers. Today, CRM software has evolved from a simple contact management system into a robust tool that lets you manage sales, marketing, point-of-sale (POS), accounting, dealers/distributers, vendors, and other types of operational data, all in one easily accessible solution.

Cloud CRM is a software as a service, hosted or on-demand, that allows users to access their data remotely. Hosted CRM software can be either single- or multi-tenant. Single-tenant means that each of the vendor’s servers contains one organization’s data. Multi-tenant means that computing resources (servers, databases, etc.) are shared among many different organizations.

Choosing the right CRM solution always a challenge, especially for enterprises. Unfortunately, for many smaller businesses the costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits.

Cloud CRM

Complexity of CRM Solutions today

Social CRM Customer Service

Contact CentersSales Force Automation

Leaders Across Gartner Magic Quadrants

Salesforce.com -Oracle Fusion RightNow Siebel – NetSuite –Microsoft Dynamics CRM – SAP CRM – Jive – Pegasystems

Functionality

contact management

sales force automation

marketing

customer service

vertical solutions, enhancements

Analytics / Dashboards

Easy to use

Data Storage

Scalable

Customizable

Mobile access

Free trials to evaluate

Key factors in choosing the right CRM cloud solution

Top 5 most popular CRM Software

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

Sap Salesforce Dynamics

CRM

Infusion Zoho

facebook linkedin twitter

Source: http://www.capterra.com/customer-relationship-

management-software/#infographic

Top 10 Cloud CRM for Mid-size Companies Cloud CRM Customers/

Users

Key strength Price (user/month)

Salesforce 104k / 13m Available only in Public Cloud; Marketing, Sales, and Data Clouds, Customer Support, Community Cloud, Chatter

for enterprise social, Analytics, lots of add-ons

from US$25, professional

from US$65

Zoho 65k / 13m Sales, Marketing, Customer Support & Service and Inventory Management, mass mails, lots of add-ons 10 free user plan; CRM

from US$12

Microsoft

Dynamics

CRM

40k / 4.3m Intuitive improved UI; on-premise, public cloud, or hybrid deployment options, Advanced Marketing, SFA,

Workflows, Customer Service & Case management, Integrated Social listening, Yammer for enterprise social,

Conferencing/IM

from US$44; Pro+Office

365 Enterprise E3 and

Power BI: US$65

Oracle CX

Cloud5k / 4.6m Oracle Marketing, Service and Data cloud, SFA for global sales organizations, industry specific solutions from US$100

Infusionsoft 30k / 100k all-in-one cloud-based automated sales & marketing software: lead scoring, email marketing, E-commerce

shopping carts, Quotes and proposals, Referral programs, Add-on marketplace, Visitor tracking, Social add-on

from $199

Sugar CRM 10.5k / 1.5m Cloud or on-premise deployment, Call center automation, Customer self-service, Trouble ticket management,

Activity streams, “What-if” sales forecasting; Open source

from $40

NetSuite 16k / na Hosted in Public cloud; CRM combined with basic ERP, sales order and e-commerce capabilities From US$129

Sage 14k / 742k Cloud solution is Sage CRM R2 from US$25

Bpm’online 6k / 450k CRM, ecommerce, customer service business process management, direct and channel sales from US$25

Infor CRM

(Saleslogix)1,7k / na Available on-premises, cloud or hybrid; Sales, Marketing, Customer service automation; industry solutions n/a (contact the vendor)

- 30-days free trial is available at vendors’ websites

15d

Cloud CRM User interface examples

CRM vendors Technology Value Matrix 2015

This Value Matrix reflects the advancements CRM vendors have made in the past six months in their ability to deliver value to customers.

Leaders in the Matrix are not only delivering mobile and analytics capabilities but advancing usability and access in both areas for greater productivity.

On the development front, industry-specificcapabilities and the integration of "edge" capabilities such as CPQ are driving lower cost and time for customization as well as support for best practices. Vendors losing position have delivered new functionality and usability capabilities at a relatively slower pace than their peers. Vendors indicated with a red dot have factors that may limit their commitment to the market or long-term viability.

Enterprise specifics of using Cloud CRM

CRM Strategy and business processes

Data security considerations

Public vs Private cloud

Faster Cloud CRM deployment

Integration

Data management

Performance

Adoption & Customizations

Enterprise reporting & KPI

Change management

Digital customer experience

Popular in ASEAN Vendor Solution Strength Weaknesses Price range

(user/ month)

Oracle

Strong analytics, including interactive dashboards with a single source for analyzing key issues and intelligent drilldown for deep analysis. The hosted data warehouse supports historical trending and comparative analyses, and the ability to perform multi-dimensional analysis on aggregated data sets.The Partner Relationship Management (PRM)Stemming from the Market2Lead product acquisition in 2010, and TOA Technologies in 2014 for Cloud Services, Oracle now offers the full Customer solution stack in the cloud.

• User Interface• Social CRM tools and capabilities• limited number of Oracle CRM On Demand partners in South East

Asia• if looking for a cloud contact center or customer service solution, try

Oracle RightNow CX instead

US$75 - $125

Salesforce

Easy to use (usability); strong in Marketing, Sales Force Automation (SFA) and customer service software in the cloud CRMAppExchange provides a high number of vertical market and specialty add-on products. While it offers many geo-specific solutions, there are still few geo-specific solutions for SEAForce.com PaaS and development environment allows partners and customers to customize and extend the solutionmobile CRM and social CRM set the pace for the rest of the industry

• is the highest priced product in the SaaS CRM industry taking its CRM capabilities

• marketing software and marketing cloud is competitively weak• absence of a hosting SLA• Salesforce.com does not operate in a public cloud environment (i.e.

customers cannot run on any cloud except the Salesforce.com cloud). For example, if customers extend their CRM software through Force.com enhancements or customizations, those investments are not portable and will be lost if they ever move to a different application or cloud provider

US$65-$250; most popular Enterprise ed. begins US$125

Microsoft Dynamics

CRM

Easy to use (usability and technology),one of the lowest cost CRM software products available, includes sales, marketing, customer service, mobile CRM, social CRM and a suite of powerful reporting tools – important for SME’s (dominant in SEA)deployment flexibility: vendor cloud, public cloud, private cloud or on premise,good data centers for cloud CRM in SEA; large and expanding Microsoft partner channel

• While software licensing or subscription costs are competitively low, implementation fees may be more significant depending upon your project scope and consulting partner

• Weak on xRM functionality: Asia Pacific businesses looking for vertical market CRM systems may have fewer options with MS CRM.

US$44 per user; Pro US$65

NetSuite

single, enterprise wide, integrated business system designed for global companies: recognized leader in integrated ERP and CRM over the cloud

• the product may be too costly for most SMEs in the Southeast Asia region

• except for English no other Southeast Asia languages are supported• lags in social media and social CRM (only integration with Yammer

and Qontext)• NetSuite does not operate a data center in Southeast Asia, and does

not operate active/active, redundant data centers

US$49 to US$399

ASEAN: "SMEs are the backbone of ASEAN economies. Generally, they account for more than 96% of all

enterprises and between 50% to 85% of domestic employment in ASEAN Member States. In addition, the

contribution of SMEs to GDP is between 30% and 53% and their contribution to exports is between 19% and

31%." Asia Pac regional SaaS CRM software industry have grown to $570 million in 2012 from US$183 million

back in 2008, according to "SaaS CRM in Asia-Pacific: Strong Growth Despite Market Concerns" by analyst firm

Springboard Research; also discovered that SaaS CRM systems are a top organizational priority in Asia Pac

Salesforce vs SAP CRM vs Microsoft CRM Online

A lots of different ratings and comparisons available online, from the well known like Gartner and Forrester Wave to numerous online ratings, reviews and buyers guides.

The most important is clearly state your goals & requirements, and then evaluate CRM solutions against them.

Conclusion: keep it simple, follow the “rule of 5”I. Strategy

Define Business Goals

II. Scope

Tobe Processes &

Functionality

III. Decision Factors

What key factors will

influence your decision?

IV. Plan

Define Budget &

Implementation Plan

V. Go Live

Choose CRM & start

using it

Generate, track LeadsContact/Lead

managementUsability / simplicity Define your plan

Choose Cloud CRM

Solution

Know your Customer

betterMarketing campaign

Communication

channelsBudget

Choose

Partner/Vendor for

tech support

Boost Sales Sales Automation Workflows Timeline Try it out (UAT)

Performance

improvementDashboards Analytics Decision makers Go live

Customer Experience Customer support PriceLeaders, People,

Resources

Improve as you go

(Agile approach)

1

2

3

4

5

Thank you!

www.linkedin.com/in/eugenezozulya

Eugene Zozulya has an extensive background in enterprise IT, CRM and ERP business processes improvements, and systems implementations.

Eugene has been leading and managing international projects, focused on the Retail, Banking, Automotive and Professional Service industries, having worked with such companies as PwC, Microsoft, Columbus IT Global, LVMH, Beeline, Kyivstart, Finservice Bank, Sobinbank, TNK-BP, Nissan, Mazda, and many others.

For more information, please tweet @eugenezoz or email me