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Forget about the all too frequently cited CRM software failure rates or user adoption challenges that are often less about resistance to change and more about poorly designed, hard to use CRM software applications. Sucky CRM software stands in the way of capitalizing on a customer relationship management strategy. If your CRM software sucks:
Don't settle with CRM software that sucks! Once you recognize that the pain of continuing with bad CRM software far exceeds the pain involved to accomplish a proper CRM software selection and implementation, begin your journey to CRM software that doesn't suck. Get educated, get executive sponsorship and get going.
Below are a some of the better independent sources for CRM software reviews.
While the CRM software market is broad and deep, below is a quick summary chart of just the top Software as a Service (SaaS) CRM software market share leaders. While these vendors make a good starting point, there are dozens of outstanding industry specific, geo-specific, niche market, open source, platform (such as software as a service) and other CRM systems which deliver purpose built functionality and outstanding total cost of ownership (TCO) for their respective target markets.
Microsoft Dynamics |
NetSuite |
Oracle |
RightNow |
Salesforce.com |
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| Product Name | Dynamics CRM | NetSuite CRM | Oracle On Demand | RightNow CRM | Enterprise Edition |
| Subscription Pricing Estimate | Hosting offered by Microsoft and VARs; Pricing varies by VAR | $79.00 to $129.00 per user per month plus setup and add-on fees | $65.00 per user per month plus setup and add-on fees | $100.00 per user per month; minimum user counts apply | $125.00 per user per month |
| Marketing Key Features | Campaign management, lead management, email with trackable links and click-through, basic campaign analysis | campaign management, lead management, basic campaign analysis, PPC integration with Google and Yahoo, email with trackable links and click-through | Marketing campaigns, lead distribution, event management, email with trackable links, marketing dashboards and business intelligence | Campaign management, lead management, event management, email with trackable links and click-through, basic campaign analysis | Campaign management, lead management, drip campaigns, email with trackable links and click-through, basic campaign analysis, PPC integration with Google |
| Sales Force Automation (SFA) Key Features | Account management, contact management, opportunity management, sales analytics | Account management, contact management, opportunity management, sales analytics, data deduplication | Account management, contact management, opportunity management, quotes and sales orders, sales analytics | Account management, contact management, opportunity management, sales analytics | Account management, contact management, opportunity management, sales analytics |
| Customer Service Key Features | Ticket/case/incident management, routing, escalation, self service portal | Ticket/case/incident management, routing, escalation, customer surveys, knowledge-base, self service portal | Case management, email to case, routing, escalation, FAQs, knowledge-base, customer surveys, web and voice self service | Ticket/case/incident management, email to case creation, routing, escalation, FAQs, knowledge-base,customer surveys, web and voice self service, customer communities | Ticket/case/incident management, email to case creation, routing, escalation, customer surveys, self service portal |
| Information Analysis | Dashboards, Ad Hoc Report Writer, third party for OLAP | Dashboards, Ad Hoc Report Writer | Dashboards, Ad Hoc Report Writer, business intelligence (BI) and OLAP | Dashboards, Ad Hoc Report Writer | Dashboards, Ad Hoc Report Writer, AppExchange for data warehouses and OLAP |
| Groupware Integration | Exchange, Outlook | Exchange, Outlook, Mobile | Exchange, Outlook, Mobile | Exchange, Outlook, Mobile, Wireless | Exchange, Outlook, Mobile, Wireless |
| Other Key Features | Third party VAR network of software products, MS Outlook acts as Offline Edition | PRM, E-commerce suite, sales order processing, NetSuite Business Operating System (NS-BOS) supports ISV development and delivery platform, Offline Edition, CTI | Integration with Oracle Siebel and Oracle on-premise CRM systems. | PRM, Workflow Designer, CTI | Apex and Force proprietary development environment support platform as a service strategy, Offline Edition, CTI |
| Other Software Modules | ERP hosted ERP software available. | Full suite of integrated Enterprise Resource Planning (ERP) software. | Integration to Oracle Enterprise Resource Planning (ERP) systems. | AppExchange third party directory provides back office and vertical market software solutions. | |
| Other Information | SAS 70 certified | SAS 70 certified | SAS 70, ISO 27001 certified | ||
| Average Customer Size | Across the board | Small business | Across the board | Middle market and enterprise | Across the board |
| Industry Solutions | Various vertical market solutions through ISV and VAR programs. | Software companies, Wholesale/ Distribution, Ecommerce, Services, Media, Agriculture, Manufacturing, Retail | Financial services, high tech, life sciences, automotive | Public sector, Financial Services, High Tech, Higher Education, Retail, Telecommunications | Vertical markets served through AppExchange products |
| Service Level Agreement with Guarantee | No | Yes | Yes | Yes | Sometimes, normally reserved for larger clients |
| Number of Data Centers | 3 | 1 | 2 | 1 | 3 |
| Web Site References | |||||
| Web Site Reviews | Online-CRM Review |
Responses are relative to and the result of varying levels of CRM vendor cooperation and as of the last update.
Any updates, corrections or additional information are welcome and should be directed to webmaster[at]mycrmsucks.com. See web site terms as integral part of this document.