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Your small enterprise still needs all the commodity features, now with a social flair.
Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Techs products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. 1997-2013 Info-Tech Research Group Inc. Enterprises
Introduction
Adopt a dedicated Customer Relationship Management (CRM) suite for integrated automation of sales, marketing, and service processes. Be sure you dont cut corners when it comes to social media, its todays true market differentiator.
This Research Is Designed For: This Research Will Help You:
Understand whats new in the CRM market. Evaluate CRM vendors and products for your
enterprise needs.
Vendor Landscapes for Marketing, Sales, and Customer Service Point Solutions
Marketing
VL Plus: Social Media Management Platforms VL Plus: E-mail Marketing Services VL Plus: Marketing Automation Suites
Sales
VL Plus: Lead Management Automation Platforms
Customer Service
VL Plus: Customer Service Management Platforms VL Plus: Customer Service Knowledge Management Platforms VL Plus: Field Service Automation Solution
Info-Tech Research Group 3
Executive Summary
Info-Tech evaluated seven competitors in the small enterprise CRM market, including the following notable performers: Info-Tech Insight 1. Lack of social creates a ripple effect hurting vendors commodity features. In 2013, Info-Tech expects vendors to incorporate social capabilities into their commodity sales, marketing, and service management features. Some social capabilities are still unavailable from certain vendors or they require third-party add-ons. Organizations may need to acquire these capabilities elsewhere. 2. Mobile is improving, but employee-toemployee collaboration remains weak. 2012 marked an improvement in mobile tools; SMBs with high collaboration needs should consider third-party solutions. 3. SaaS is the norm, not the exception. The majority of small enterprise CRM vendors profiled by Info-Tech offer hosted deployment models, and some forego the on-premise deployment altogether.
Value Award: Sage CRM has the lowest TCO on the market and offers the most
bang-for-the-buck, including a comprehensive feature set, usability, and architecture.
Trend Setter Award: SugarCRM ships with an innovative forecasting engine that allows
sales agents to predict the most effective strategy for meeting quotas by trying various what if scenarios.
As the market evolves, capabilities that were once cutting edge become default and new functionality becomes differentiating. For example, account management is becoming a Table Stakes capability. Focus on the social component of sales, marketing, and service management features, as well as collaboration, to get the best fit for your requirements. Moreover, consider investing into best-of-breed Social Media Management Platforms (SMMPs) and internal collaboration tools to ensure sufficient functionality.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 5
CRM Vendor selection / knock-out criteria: market share, mind share, and platform coverage
Some of the forward-looking trends in the small enterprise CRM market include emphasis on newer channels like social
and mobile, collaboration, and knowledge management. For this Vendor Landscape, Info-Tech focused on those vendors that provide a 360-degree view of the customer across marketing, sales, and customer service, and that have a strong market presence among small enterprises.
Criteria Weighting:
Features Usability
Architecture
Product
60%
40%
Vendor
Viability Strategy
20% 30%
25% 25%
Reach
Salesforce.com
NetSuite CRM+
For an explanation of how the Info-Tech Vendor Landscape is created, see Information Presentation Vendor Landscape in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 8
Balance individual strengths to find the best fit for your small enterprise
Product
Overall Features Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach
2 3 4
Channel
For an explanation of how the Info-Tech Harvey Balls are calculated, see Information Presentation Criteria Scores (Harvey Balls) in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 9
For an explanation of how Price is determined, see Information Presentation Price Evaluation in the Appendix. For an explanation of how the Info-Tech Value Index is calculated, see Information Presentation Value Index in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 10
Info-Tech evaluated a range of features: basic points were awarded for table stakes, more for advanced functionality
Feature
Account Management
Basic/Adv.
Basic Advanced Basic Advanced Basic Advanced Basic
Activity Management
Collaboration Advanced Knowledge Management Basic Advanced Basic Advanced Basic Advanced
Sell-side e-commerce
Scoring Methodology
Info-Tech scored each vendors features on a granular scale. Vendors were given partial marks for basic and advanced features, summing up to 1.0 if all the advanced criteria were satisfied. See the appendix for more information on the scoring methodology. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 11
Info-Tech evaluated a range of features on their basic, advanced, and social criteria
Feature Basic/Adv.
Basic Customer Service Management Advanced Social Basic Marketing Management Advanced Social Basic Sales Management Advanced Social
Scoring Methodology
Info-Tech scored each vendors features on a granular scale. Vendors were given partial marks for basic, advanced, and social features (each worth one-third of the feature score). Full marks were assigned if all three components were fully satisfied. Partial marks were deducted for each feature gap. See the appendix for more information on the scoring methodology.
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Each small enterprise CRM vendor offers a different feature set; concentrate on what your organization needs
Evaluated Features
Account Mgmt. Call Center Collaboration Customer Service Knowledge Mgmt. Marketing Reporting & Analytics Sales Mgmt. Sell-side E-commerce Activity Mgmt.
For an explanation of how Advanced Features are determined, see Information Presentation Feature Ranks (Stop Lights) in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 13
Domain Focus
Marketing
2 3
Why Scenarios? Sales
In reviewing the products included in each Vendor LandscapeTM , certain use-cases come to the forefront. Whether those use-cases are defined by applicability in certain locations, relevance for certain industries, or as strengths in delivering a specific capability, InfoTech recognizes those use-cases as Scenarios, and calls attention to them where they exist.
Customer Service
For an explanation of how Scenarios are determined, see Information Presentation Scenarios in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 14
2
3
Exemplary Performers
ERP Integration
Sage CRM provides strong integration with Sage ERP, allowing for data synchronization that facilitates money or data processing.
Why Scenarios?
In reviewing the products included in each Vendor LandscapeTM , certain use-cases come to the forefront. Whether those use-cases are defined by applicability in certain locations, relevance for certain industries, or as strengths in delivering a specific capability, InfoTech recognizes those use-cases as Scenarios, and calls attention to them where they exist. NetSuites cloud ERP system can be integrated with the CRM solution to improve visibility into the organizations back-office processes.
Microsofts integration solution Connector enables easy integration between Dynamics CRM and Dynamics GP (Microsofts ERP solution for small businesses).
For an explanation of how Scenarios are determined, see Information Presentation Scenarios in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 15
1 2
Exemplary Performers
Mobile Support
Maximizers mobile features include mobile access for smartphones and tablets (e.g. iPhone, Android, Windows Mobile, and iPad). Mobile dashboards, nimble search, and one-touch connectivity via email or voice help to enhance the mobile experience. Salesforce has a comprehensive mobile feature set that includes HTML5 access and native apps via Salesforce Touch, Salesforce Mobile, and Mobile Dashboards. The vendor claims that the product is faster on mobile devices than on desktop computers. Sage CRM offers cross-browser capability via HTML5 and native apps for iPhone, iPad, and Android smartphones and tablets. Support for Windows 8 is on the roadmap. Click-to-dial features and Google Maps integration enhance mobile capabilities.
Why Scenarios?
In reviewing the products included in each Vendor LandscapeTM , certain use-cases come to the forefront. Whether those use-cases are defined by applicability in certain locations, relevance for certain industries, or as strengths in delivering a specific capability, InfoTech recognizes those use-cases as Scenarios, and calls attention to them where they exist.
For an explanation of how Scenarios are determined, see Information Presentation Scenarios in the Appendix. Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 16
Sage is a stable vendor with a strong partner network and solid product support
Champion
Product: Employees: Headquarters: Website: Founded: Presence: Sage CRM 12,600 Newcastle Upon Tyne, UK Sage.com 1981 LSE: SGE FY12 Revenue: $2.16B
Overview
Sage is known for strong global reach, with a sizeable network of sales and support offices for CRM and ERP products. Due to the integration route the company has taken, Sage CRM maintains a strong mid-market focus, with over 12,500 customers primarily based outside North America.
Strengths
Numerous deployment options include private cloud and virtualized onpremise deployment. Integration with back-office systems is strong through Sdata [Sages Representational State Transfer Application Programming Interface (RESTful API)]. The company has made a tremendous amount of investment into the Sage CRM product in 2012, adding a revamped UI for easier navigation and strong mobile capabilities (e.g. dedicated apps for tablets and crossbrowser HTML5 support). Exemplary interactive dashboards provide secure access to various user groups. Crystal Reports integration is available.
3 year TCO for this solution falls into pricing tier 6, between $50,000 and $100,000
Challenges
The product lacks sell-side, e-commerce features beyond order tracking, although more capabilities can be obtained through Sages other products. Internal collaboration features are limited today, although Yammer feed is on the roadmap. Collaboration with Marketing partners can be achieved by setting up data access permissions for specific Marketing campaigns on the Web self-service portal. LinkedIn for sales and a free Twitter add-on are the only social tools.
$1
$1M+
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While maintaining exceptional vendor credentials, Sage CRM takes social seriously and keeps a modest price tag
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Although Sage CRM for Twitter doesnt offer full listening capabilities, users can create specific searches to identify what people are saying about their products/services.
Value Index
100
1st out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
SMBs with internal collaboration and high e-commerce requirements will not be satisfied with Sage CRM; however, those with a range of other needs will see value, especially Sage Master Accounting Series (MAS) and Accounts Package (Accpac) clients.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 18
Salesforce remains a benchmark standard in the CRM space for its usability and a comprehensive feature set
Champion
Product: Employees: Headquarters: Website: Founded: Presence: Sales Cloud Professional, Service Cloud Professional, Marketing Cloud Basic 9300+ San Francisco, CA Salesforce.com 1999 NYSE: CRM FY12 Revenue: $2.27B
Overview
Salesforce was one of the first companies to embrace the Cloud for delivering CRM solutions. The company has over 100,000 clients today and offers a wide range of geographical reach for sales and support.
Strengths
Salesforce Touch, Salesforce Mobile, and Mobile Dashboards provide an exemplary mobile feature set for the SMB space. Collaboration features include out-of-the-box integration with Chatter for internal collaboration, a partner portal for partner collaboration, and live chat for agent-to-customer collaboration, with video and audio chat on the 2013 roadmap. If purchased together with Marketing Cloud, Salesforce social features across sales, marketing, and service far surpass those of competitors. For a detailed explanation of additional features that come with the Marketing Cloud product and the costs associated with it, please see Appendix A.
3 year TCO for this solution falls into pricing tier 8, between $250,000 and $500,000 *The pricing provided is based on Marketing and Sales agents having Sales Cloud licenses, and service agents having Service Cloud licenses. The subscription for Marketing Cloud is company-wide.
Challenges
Info-Tech included Marketing Cloud Basic in evaluation and pricing; however, some organizations may not want to purchase it and will end up lacking important social features. Info-Tech evaluated basic Service Cloud features for customer service: a self-serve portal and a robust Knowledge Base are not included in the Professional edition. SMBs with customer service needs should also consider Salesforces separate product for service, Desk.com, as an alternative.
Info-Tech Research Group 19
$1
$1M+
Use Marketing Cloud to rule in the social realm, but first consider the associated costs and benefits
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Social listening of up to 20K mentions per month.
Value Index
11
6th out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
Although Info-Tech places a high degree of importance on Marketing Clouds social functionality, organizations with tight budget and lower social requirements can and should consider Sales Cloud and/or Service Cloud as a stand-alone option. For example, based on Info-Techs pricing scenario (provided in Appendix B), eliminating Marketing Cloud decreases the product mix costs by over 40%.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 20
Dynamics remains a strong player in the SMB market with a vast partner network to cover its limitations
Market Pillar
Product: Employees: Headquarters: Website: Founded: Presence: Microsoft Dynamics CRM 90,000 Redmond, WA Microsoft.com 1975 NASDAQ: MSFT FY12 Revenue: $73.72B
Overview
Microsofts uncontested global reach, combined with Dynamics competitive pricing, makes Dynamics CRM a popular choice across most SMB verticals. The December 2012 release puts an emphasis on improved user experience through strong collaboration features, improved mobile, and an updated UI.
Strengths
A new connector with Yammer allows for sophisticated employee-toemployee collaboration, while Skype integration allows for effective agent-to-customer interactions, including video. The product offers excellent call center management features, with a lot of partners for CTI. The new sales best practice processes are very advanced for the SMB market. They include pre-defined steps and role distinctions for teambased selling (influencers vs. decision-makers). These processes are available for service as well.
3 year TCO for this solution falls into pricing tier 7, between $100,000 and $250,000
Challenges
Dynamics CRM remains weak on social features for marketing, sales, and service. Although these are supported by third-parties (with a particular strong social ecosystem), the disadvantage puts Microsoft behind many competitors. Important mobile improvements, including browser flexibility and Safari on iPad for sales, have been delayed for at least three quarters by December 2012. These features are not as advanced as some other mobile products on the market, and Microsoft is really late to the mobile game.
Info-Tech Research Group 21
$1
$1M+
Although Dynamics is affordable and provides deployment flexibility, it is late to the game with social and mobile features
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Available via add-on Social Accelerator
Value Index
78
3rd out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
Dynamics is good as an entry-level CRM suite, and scales up well for fast growing SMBs. Provisioning is almost instantaneous once you make the purchase. However, be cautious of weak social and mobile capabilities, and be prepared to supplement the product with third-party integrations.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 22
Maximizer is a reliable product with a host of deployment options with emphasis on usability
Innovator
Product: Employees: Headquarters: Website: Founded: Presence: Maximizer CRM 12 (Enterprise Edition) 90 Vancouver, Canada Maximizer.com 2002 Private
Overview
Maximizer supports over 120,000 customers globally with a variety of deployment options, including on-premise, private cloud (e.g. Amazon, Rackspace), and public cloud. Although the company offers point solutions as well (e.g. sales force automation), Maximizer has a tight focus on mid-market CRM.
Strengths
Maximizers renewed emphasis on mobile led to the creation of a very strong mobile feature set, including tablet-optimized interface, which excels at activity management on the go. Dashboards for a variety of audiences are exemplary for intuitive use on mobile devices as well. Maximizer features a strong sales management feature set, including embedded Google Maps and Bing Maps, Action Plan templates for sales activities and follow-up processes, and strong LinkedIn integration (an add-on product).
3 year TCO for this solution falls into pricing tier 7, between $100,000 and $250,000
Challenges
Although the LinkedIn integration for sales is exemplary, other social features for marketing, sales, and service are currently lacking. Employee-to-employee collaboration features are fairly basic (appointment management and time assignment). However, the product features Skype integration for advanced employee-to-customer collaboration.
$1 $1M+
23
Maximizer CRM presents an impressive and affordable portfolio of features but lacks social integration
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Available with a LinkedIn Premium account
Value Index
83
2nd out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
Exceptional usability of Maximizer makes it a good choice for organizations with high mobile requirements. SMBs looking for traditional types of support from their CRM will do well to consider Maximizer, but those with high social media and collaboration requirements should look elsewhere.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 24
SugarCRM is a product with exceptional architecture and a strong following among mid-sized organizations
Innovator
Product: Employees: Headquarters: Website: Founded: Presence: SugarCRM (Enterprise Edition) 350 Cupertino, CA Sugarcrm.com 2004 Private
Overview
Formed in 2004, SugarCRM has the backing of several Silicon Valley venture capital firms. The last year has seen SugarCRM adjusting its offerings to better suit the enterprise market spurred by the companys partnership with IBM. Today, about 80% of SugarCRMs customers are mid-sized organizations.
Strengths
The excellent range of deployment options includes on-premise, appliance, and multi- and single-tenant hosting [e.g. Amazon Elastic Compute Cloud (EC2)]. A robust forecasting engine allows sales agents to plan the most efficient strategy for meeting the quota by trying various what if scenarios. This is an inventive addition to manager-targeted reports and analytics. Users can print out pixel-perfect PDF templates of quotes, opportunities, and accounts for their customers. The product provides very strong project management features.
3 year TCO for this solution falls into pricing tier 7, between $100,000 and $250,000
Challenges
Social campaign management and case management are lacking. However, the product offers strong integration with Twitter, Facebook, YouTube, and LinkedIn for importing social information into customer records. Breadth of product support is not as extensive as that of competitors. SugarCRMs two support offices are located in California and Germany.
$1 $1M+
25
SugarCRMs range of deployment options and usability are unmatched, but its social features are still middle-of-the-road
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Value Index
65
4th out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
In preparation for Sugar 7 release in the summer of 2013, SugarCRM has been making significant investments into its social and mobile capabilities. Although Sugar excels at mobile support today (i.e. providing iOS, Android, and BlackBerry apps, as well as HTML5 support), you may need additional tools to supplement social functionality available out-of-the-box until Sugar 7 is released.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 26
OnContact is an industry veteran that traditionally targeted mid-market North American customers
Emerging Player
Product: Employees: Headquarters: Website: Founded: Presence: OnContact CRM 7.5 70 Menomonee Falls, WIWI Oncontact.com 1994 Private
Overview
OnContact has been serving small enterprises for almost 20 years. In November 2012, the vendor was acquired by the ERP provider WorkWise. The acquisition is an opportunity for future sales synergy and broader global reach; today OnContacts customers are located primarily in North America.
Strengths
The product offers extreme configurability. OnContact has a good customer service feature set, including product defect tracking, contract warranty management, and in-bound response via Facebook. Twitter integration for customer service is on the roadmap for 2013. The product comes with important e-commerce features, including a customer portal with product listings (i.e. assets), a system for quotes and orders, as well as contract renewal.
3 year TCO for this solution falls into pricing tier 7, between $100,000 and $250,000
Challenges
Employee-to-employee collaboration features are basic, and CTI partnerships are limited compared to some competitors. Mobile features are not as extensive as some of the competitors (e.g. iPhone and BlackBerry support). Device-agnostic smartphone support using HTML5 is on the roadmap for 2013. Although some existing customers use the on-premise version of OnContact CRM, most choose to implement the product as a Web application today (with private hosting available).
$1
$1M+
27
OnContacts offering provides solid, consistent performance across a wide breadth of features
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Links to social media profiles are available for accounts, but the system lacks the ability to pull social cloud information.
Value Index
56
5th out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
Info-Tech predicts that acquisition by WorkWise will likely benefit the vendors product strategy and improve its global reach and channels. At this point in time, however, the product still remains a niche player that serves North American SMBs.
Vendor Landscape: CRM Suites for Small Enterprises Info-Tech Research Group 28
NetSuite provides tools for SMBs that place importance on customer service and e-commerce
Emerging Player
Product: Employees: Headquarters: Website: Founded: Presence: NetSuite CRM+ 1400 San Mateo, CA Netsuite.com 1998 NYSE: N FY11 revenue: $236.3M
Overview
CRM has been NetSuites core product offering for over ten years. Along with ERP, Professional Services Automation (PSA) and e-commerce, it is integrated into a single business management software solution. NetSuites cloud-only solution targets mid-sized companies and divisions of large enterprises.
Strengths
Exemplary e-commerce functionality and integrated Point of Sale (POS) for multi-channel retailers include order management and fulfillment (e.g. out-of-the-box integration with UPS, USPS, and FedEx), return merchandise authorization, invoicing, and shop online & pickup in store functionality. NetSuites agent time and workforce management tools are very robust for the SMB market. The time tracking feature, for instance, can track time spent on service cases and manage approvals for time limits on different cases.
3 year TCO for this solution falls into pricing tier 8, between $250,000 and $500,000
Challenges
The products mobile features are limited to a native iPhone app that includes Safari browser support, and third-party solutions for BlackBerry and Windows Mobile. Many NetSuite competitors offer out-of-the-box social media integration today, while the majority of NetSuites social features are provided through the InsideView partnership. NetSuite offers open architecture that supports social media integration with Pinterest (via custom HTML code) and internal collaboration tools (Yammer integration and native SuiteSocial solution).
Info-Tech Research Group 29
$1
$1M+
NetSuite CRM is a good complement to NetSuites ERP offering, but it comes at a steep price
Vendor Landscape
Overall Features
Product
Usability Afford. Arch. Overall Viability
Vendor
Strategy Reach Channel
Integration with social media sites for account information* *Although no out-of-the-box social features are available, customers can augment social features through NetSuites partnership with InsideView.
Value Index
8
7th out of 7
Features
Account Call center Collaboration Service Knowledge Marketing Analytics Sales E-commerce Activity
Info-Tech Recommends:
If you are a NetSuite shop, you should consider complementing your ERP offering with NetSuites CRM suite. Consider also getting the social capabilities that are available through InsideView partnership; this choice will eliminate many of the feature gaps in marketing, sales, and customer service.
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Identify leading candidates with the Small Enterprise CRM Suite Vendor Shortlist Tool
The Info-Tech Small Enterprise CRM Suite Vendor Shortlist Tool is designed to generate a customized shortlist of vendors based on your key priorities.
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Activity Management
Collaboration
Collaboration features include case collaboration through Chatter, agent-tocustomer live chat, file sharing, integration with SharePoint, and partner portals. Customer-to-customer collaboration is available for a fee. Includes basic features as well as an embeddable Live Agent for websites, and self-serve capabilities. Workflow automation is a core part of the platform, and some social capabilities can be downloaded as a free AppExchange package for Service Cloud. Routing of cases based on activity in the Cloud (Twitter). Social listening of up to 20K mentions/month.
Customer Service
*Info-Tech recommends providing Sales Cloud licenses to Sales and Marketing personnel and Service Cloud licenses to Customer Service personnel.
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Knowledge Management
Marketing Management
Sales Management
Sell-side Ecommerce
*Info-Tech recommends providing Sales Cloud licenses to Sales and Marketing personnel and Service Cloud licenses to Customer Service personnel.
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Appendix B
1. 2. 3. 4. 5. 6. Vendor Landscape Methodology: Overview Vendor Landscape Methodology: Product Selection & Information Gathering Vendor Landscape Methodology: Scoring Vendor Landscape Methodology: Information Presentation Vendor Landscape Methodology: Fact Check & Publication Product Pricing Scenario
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35
36
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Vendor Landscape
Innovators: solutions with below average Vendor scores and above average Product scores. Champions: solutions with above average Vendor scores and above average Product scores.
Emerging Players: solutions with below average Vendor scores and below average Product scores.
Market Pillars: solutions with above average Vendor scores and below average Product scores.
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Harvey Balls
Overall Harvey Balls represent weighted aggregates.
Product
Overall Feat. Use. Afford. Arch. Overall Via.
Vendor
Strat. Reach Chan.
39
Stop Lights
Green means a feature is fully present; red means its unsatisfactory
Features
Feature 1 Feature 2 Feature 3 Feature 4 Feature 5 Feature 6 Feature 7 Feature 8
Value Index
Vendors are arranged in order of Value Score. The Value Score each solution achieved is displayed, and so is the average score.
100 80
Average Score: 52
40
30 10
Those solutions that are ranked as Champions are differentiated for point of reference.
41
Price Evaluation
Call-out bubble indicates within which price tier the three year TCO for the solution falls, provides the brackets of that price tier, and links to the graphical representation.
3 year TCO for this solution falls into pricing tier 6, between $50,000 and $100,000.
$1
$1M+
Scale along the bottom indicates that the graphic as a whole represents a price scale with a range of $1 to $1M+, while the notation indicates whether the pricing was supplied by the vendor or derived from public sources.
42
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Vendor Awards
Champion Awards are presented to those solutions, and only those solutions, that
land in the Champion zone of the Info-Tech Vendor Landscape (see Vendor Landscape Methodology: Information Presentation - Vendor Landscape, above). If no solutions land in the Champion zone, no Champion Awards are presented. Similarly, if multiple solutions land in the Champion zone, multiple Champion Awards are presented.
Info-Techs Champion Award is presented to solutions in the Champion zone of the Vendor Landscape.
Trend Setter Awards are presented to those solutions, and only those solutions,
that are deemed to include the most original/inventive product/service, or the most original/inventive feature/capability of a product/service. If no solution is deemed to be markedly or sufficiently original/inventive, either as a product/service on the whole or by feature/capability specifically, no Trend Setter Award is presented. Only one Trend Setter Award is available for each Vendor Landscape. Info-Techs Trend Setter Award is presented to the most original/inventive solution evaluated.
Best Overall Value Awards are presented to those solutions, and only those
solutions, that are ranked highest on the Info-Tech Value Index (see Vendor Landscape Methodology: Information Presentation Value Index, above). If insufficient pricing information is made available for the evaluated solutions, such that a Value Index cannot be calculated, no Best Overall Value Award will be presented. Only one Best Overall Value Award is available for each Vendor Landscape.
Info-Techs Best Overall Value Award is presented to the solution with the highest Value Index score.
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Enterprise Name: Mushu Dynamics Enterprise Size: Mid-Sized Enterprise Vertical: Consumer Electronics Total Number of Sites: One Call Center and for both Sales and Customer Service Total Number of End Users:
50 sales reps, split into two shifts (25/shift please specify per-user and per-device licensing). 10 sales managers (5 per shift) 15 customer service agents, split into three shifts (5/shift please specify per-user or per-device licensing). 2 customer service managers (1 per shift). 5 users in Marketing, working standard 9am-5pm shifts.
Operating System Environment: Windows 7 Office Productivity Suite Environment: Office 2010 Enterprise Edition
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Account management: comprehensive customer records with demographic information, transaction history, and billing information. Ability to
add user-defined fields.
Reporting and analytics (i.e. user-configurable dashboards for basic metrics). Please specify if an external reporting vendor is necessary. Social functionality (ability pull information from social channels into customer contact records; basic monitoring and response capabilities). Integration with other relevant technologies: CSM, call center telephony/IVR etc. Assess to suite over mobile-optimized HTML. Assess to suite via HTML5 or dedicated mobile applications (iOS, Android, BB) is highly
desirable.
Sales management features: lead generation and pipeline management, team-based and geography-based assignment. Marketing management features: marketing campaign management and tracking; email campaigns with lead targeting.
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