Cloud CRM is a software as a service, hosted in a public or private cloud, that allows users to access application and 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. For many small and medium-sized businesses always costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits. Cloud CRM with free trial can be an easy way to try out you key CRM processes without upfront investments

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
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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)
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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