Top cloud CRM overview. Part 1 - Choosing the right CRM solution
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The document provides an overview of cloud customer relationship management (CRM) solutions, highlighting their evolution and the factors to consider when choosing a CRM. It discusses various CRM software, their functionalities, key strengths, and pricing, along with a focus on enterprise-specific uses of cloud CRM. Additionally, it emphasizes the significance of SMEs in the ASEAN region and identifies best practices for selecting and implementing CRM systems.
Top cloud CRM overview. Part 1 - Choosing the right CRM solution
- 1. Cloud CRM Overview of Customer Relationship Management Solutions Part 1. Choosing the right CRM solution
- 2. 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
- 3. Complexity of CRM Solutions today Social CRM Customer Service Contact Centers Sales Force Automation Leaders Across Gartner Magic Quadrants Salesforce.com - Oracle Fusion RightNow Siebel – NetSuite – Microsoft Dynamics CRM – SAP CRM – Jive – Pegasystems
- 4. 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
- 5. 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
- 6. 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 Cloud 5k / 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
- 7. Cloud CRM User interface examples
- 8. 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-specific capabilities 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.
- 9. 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
- 10. 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 CRM AppExchange 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 SEA Force.com PaaS and development environment allows partners and customers to customize and extend the solution mobile 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
- 11. 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.
- 12. 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 Leads Contact/Lead management Usability / simplicity Define your plan Choose Cloud CRM Solution Know your Customer better Marketing campaign Communication channels Budget Choose Partner/Vendor for tech support Boost Sales Sales Automation Workflows Timeline Try it out (UAT) Performance improvement Dashboards Analytics Decision makers Go live Customer Experience Customer support Price Leaders, People, Resources Improve as you go (Agile approach) 1 2 3 4 5
- 13. 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