CRM soft wares comparisons and recommendation


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CRM soft wares comparisons and recommendation

  1. 1. Customer relationship management Evelyne Ringia Ryan Stiles Kemilembe Mjungu Charles Fitzpatrick November 25, 2013
  2. 2. CRM dimensions customer identification attraction retention development Swift (2001, p. 12), Parvatiyar and Sheth (2001, p.5) and Kracklauer, Mills, and Seifert (2004, p. 4) Customer Relationship Management systems are computer software that helps the company connect to its customers using detailed statistical and analytic information about the people who purchase a company's products.
  3. 3. What is happening to CRM projects? over half of all CRM projects fail to meet their initial ROI targets CRM Failure Rates:2001-2009 The following slides are the 10 Executive Decision-Making recommendations from comparing 2 vendors Researcher 50% Gartner Group 2002 70% Butler Group 2002 69.3% Selling Power, CSO Forum 2005 18% AMR Research 2006 31% AMR Research 2007 Not having proper guidelines when implementing CRM projects could be a reason for such failures Failure rate 2001 Reasons for Failure? year 29% AMR Research 2009 47% Forrester Research Source: Retrieved November 11,2013. from
  4. 4. Vendors We picked the 2 vendors which are considered market leaders for comparison. The most recent data from G2 Crowd , the trusted source for enterprise software reviews showed Microsoft dynamics and Salesforce to be the top vendors based on objective advice from peers and real-time data rather than on dated, subjective analyst opinions. Source: G2 crowd June 2013
  5. 5. Scalability How will it handle adding more users and data now and in the future? Are there possibilities for expansion of the current capacity? A CRM system should have higher scalability capability Eg. If the company has a sales team of 20 people now it is advisable to select a system that has the ability to expand its capacity beyond 20 people because companies are expected to grow over time
  6. 6. Salesforce sales cloud Offer pay as you grow which makes it elastic and can increase scale or decrease depending on the needs of the company at the same time. Vs Microsoft Dynamics There is currently no minimum or maximum number limit to the number of Microsoft Dynamics CRM online users allowed to sign up for a subscription and no maximum number of subscriptions for CRM 2011& 2013
  7. 7. Easy to use • How easy is it for users to use/navigate through the product? • Is the user interface (UI) simple or complex? • Are there a lot of clicks to get to where you need, or does the product make it very easy to navigate through it? • How much time of training will be required during and after deployment.
  8. 8. Salesforce Vs It has Sales activity tracking to ensure instantaneous customer updates so there are no surprises. Everything is connected making it easier to operate on day to day, only few clicks to get everywhere the user needs to be and fast Microsoft The SFA software can run within an Outlook client and gives the look and feel of an Microsoft Office environment. Ease of use tools include a navigation bar, role-based design and user personalization of workspaces and page views.
  9. 9. Deployment Type • How can I access the CRM system? • Strictly internal systems no longer viable • Cloud and/or remote access essential • Offer 24/7 instant access • From any location • Enabled for multiple devices • Data on-the-go
  10. 10. Salesforce • Offer a mobile app • Cloud storage • Offline access supported Vs Microsoft • Access for desktop, laptop, mobile phone, tablet • Cloud storage offered • Offers both online and offline access
  11. 11. Feature Match • Does it offer a wide range of tools and features? • Don’t get distracted by other aspects • Must meet firm’s basic needs
  12. 12. Sustainability • Can it meet your needs in the future? • Hand-in-hand with scalability • Must contain features that allow for growth • add on packages/modules
  13. 13. Salesforce • Analytics • Scheduling • Securely share files • Contact management • Opportunity management • Links to leading data sources • Marketing tools • Forecasting Vs Microsoft • Audit capabilities • Performance measures • Contract management • Knowledge management • Analytics • Scheduling • Workflows • Marketing tools
  14. 14. Integration Options For the CRM system to have higher Return on Investment it should be able to integrate with other systems already in place like accounting softwares and marketing tools. • Intergration with social network (twitter, facebook, Google+, LinkedIn) • Intergration with email (Gmail, Lotus notes, Outlook, Yahoo) • Ability to install wide variety of application
  15. 15. Salesforce • Huge market with third part apps • Has built in twitter and Facebook • Ability to sync email Vs Microsoft • Very small market place • Integration with all Microsoft software • Runs only on internet explorer • no social media
  16. 16. Flexibility CRM system should give freedom to tailor services and programs that meet the company needs throughout the life-cycle of the company. • Customization of tabs, fields, and the interface • Ability to Create formula-driven fields • Sharing of created application with other users
  17. 17. Salesforce • Easy customization of fields, tabs and interface • Ability to share custom applications with other users Vs Microsoft • Easy but limited customization • Dependable on Microsoft softwares
  18. 18. Cost • Licensing • Implementing • Maintaining
  19. 19. Salesforce • Relative expensive in comparison to other CRM • Free automatic upgrades Vs Microsoft • Relative inexpensive CRM • CRM upgrades depends on the upgrade of Microsoft software
  20. 20. Reporting and Analytics • Can you create fully customizable dashboards? CRM should provide customized reports and customized dashboards to ensure that the user gets the most out of their data. • Forecasts • Reports
  21. 21. Salesforce • Can customize dashboards to display the most important information • Gathers data from “report type” sets to generate dashboards Vs Microsoft • Also allows for dashboard customization • Allows for information to be gathered from numerous sources
  22. 22. Developer Strength • Can you trust the company will stay in business? • Length of time in business • Financial Strength CRM providers should be expected to remain in business well into the foreseeable future to ensure that their services can be provided for the life of one’s company.
  23. 23. Salesforce Vs Microsoft • Started in 2000 • Began in 2003 • Stable financially, generates large free cash flows • Financially stable division backed by Microsoft • BB rating • AAA rating
  24. 24. Conclusion CRM should fit the need of a particular business on several dimensions including scalability, ease of use, platform type, available features, sustainability, flexibility, integration methods, cost, reporting capabilities and developer strength.
  25. 25. References: Application of data mining techniques in customer relationship management: A literature review and classification: Expert Systems with Applications 36 (2009) 2592–2602 E.W.T. Ngai a,*, Li Xiub, D.C.K. Chaua Ling, R., & Yen, D. C. (2001). Customer relationship management: An analysis framework and implementation strategies. Journal of Computer Information Systems, 41, 82–97. Ngai, E. W. T. (2005). Customer relationship management research (1992–2002): An academic literature review and classification. Marketing Intelligence, Planning, 23, 582–605. Swift, R. S. (2001). Accelarating customer relationships: Using CRM and relationship technologies. Upper saddle river. N.J.: Prentice Hall PTR Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3, 1–34. Kracklauer, A. H., Mills, D. Q., & Seifert, D. (2004). Customer management as the origin of collaborative customer relationship management. Collaborative Customer Relationship Management - taking CRM to the next level, 3–6. Top 10 evaluation criteria for CRM softwares. April 16, 2013 retrieved November 11, 2013
  26. 26. “What won’t tell you” Dec 31, 2012 retrieved Nov 20, 2013 The Top 10 cloud or Software as a Service (SaaS) Customer Relationship Management solutions as measured by global market share. retrieved Nov 20, 2013 Novinson E. “CRM selection criteria” Retrieved Nov 20,2013 CRM Magazine.The 2013 CRM Market Retrieved Nov 20 2013. Microsoft CRM online pricing and December 1, 2012 retrieved Nov 23, 2013