February 25, 2009 23 Comments
In continuation of my last post, I want to tackle this time low cost CRM packages or services for small and mid-sized business looking to implement CRM in their organization. In this post I will focus on five CRM SaaS Vendors:
- Salesforce.com. Salesforce.com is an acknowledged pioneer in Software-as-a-Service applications and market leader in CRM. When you sign up for the service you can choose from different editions–ie Personal, Group, Professional, Enterprise and Unlimited. The system itself is broken down into several applications:
Sales, Service & Support, Partner Relationship Management,
Marketing, Content, Ideas and Analytics. Updates are done acording to seasons of the year–so they have a Winter release, Spring release and so on. Pros: Large user base; stable company; long term viability; mature infrastructure and feature set; rich ecosystem of third party apps to extend functionality; highly configurable and extensible platform called Force.com. Cons: Purely online service; lock in a real danger; the really nice features are only available in the high end editions; expensive for large deployments.
- Rightnow. RightNow’s suite of applications includes multi-channel Service, Sales,
Marketing, Customer Feedback Management, Voice Automation, and
Analytics. Rightnow started off as a traditional on-premise CRM vendor but now seems to focus on On-Demand. Pros: Really strong in customer service; rich feature set in customer service type applications and workflows; close partnerships with telephony vendors make it a good choice for a contact center. Cons: Premium pricing; can be expensive over time; not much third party support developing on the platform.
- ZohoCRM. Zoho CRM is a new entrant to the SaaS CRM market and is gaining a lot of interest I believe because of its low cost, and its relationship and integration with the Zoho suite of online SaaS applications. Its feature set seems to be primarily focused on sales force automation (like Salesforce a few releases back) and has some basic features to extend and customize its features and functionality. Updates like many of the Zoho applications are frequent. Pros: low cost; integration with Zoho apps; unique features such as online spreadsheet integration; good choice as an entry level solution. Cons: little or no extensions or 3rd party support, basic APIs, functionality geared towards small teams.
- LongJump CRM. Technically speaking LongJump positions itself as an application platform when it started out which can easily be configured for CRM (this is the opposite of Salesforce.com which started out focused on CRM and is now repositioning as a platform provider, or Zoho which is more of a suite of different apps than an integrated platform). Longjump is easily extensible and configurable, and templates exist to reconfigure the application into something else. Overall a promising vendor although not as well known. Pros: Highly extensible and configurable; integrated platform. Cons: Seems to have a low customer base, small company, not as well known as other competitors, purely online service; lock in a real danger.
- Netsuite. Netsuite originally was focused on hosted ERP but has now reached a point where they now offer a comprehensive CRM solution as well. Everything is intergated together and offered as a suite, and on top of CRM you have a mature ERP product as well as modules for SCM, E-commerce, PRM, Analytics and others. Pros: mature product; wide breadth of features and functionality; complete beyond CRM. Cons: Expensive, purely online; vendor lock in a danger; limited third party extensions.
Next time I’l try to post CRM solutions from open source vendors. If I missed anything let me know!