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Hosted CRM - Review of Online CRM Services

Online CRM - Review of Hosted CRM Services

Online CRM services are everywhere these days. Which hosted CRM solution is right for your requirements?

You've decided to review hosted CRM solutions for your business. Trouble is, comparing dozens of online CRM providers each with hundreds of features, is a daunting exercise.

Fear not, hosted-crm.info has done most of the job for you. The following table shows a comparison of the top online CRM services available. These providers - Salesforce.com, ACCPAC CRM, SalesNet, CRMOnDemand by Siebel, and NetSuite - are the cream of the crop of the hosted CRM industry, and you will find a review of some 150 hosted CRM features in the table below.
  

Click heading to visit site -> SalesForce Enterprise ACCPAC CRM SalesNet Siebel CRM OnDemand NetSuite CRM
MARKETING MANAGEMENT          
Segmentation Analysis          
Customers and prospects can be filtered and organized by segments
User can define segment names
Perform detailed segmentation to the individual level for a variety of attributes
User has ability to create and manage customer profiles on any criteria over time
Customize messages for each target segment
Multiple offers can be assigned to segments
Can view the total spend per customer
           
Campaign Planning, Management & Execution          
Plan and organize activities, schedules, and costs for campaigns
Track campaign budgets
Can organize and prioritize campaign messages, including viewing received histories by individual and segments
Organize and manage production and distribution of print material
View and manage seminar logistics information
Manage direct mail campaigns
Manage email campaigns
Manage campaigns that will trigger at specified events
Create target lists for market segments
Campaign modeling with test data to assess relative ROI
Manage radio and newspaper campaigns
Can track both prospect and customer involvement in offline & online events
Can track materials sent to prospects and customers to avoid exceesive contact
View history of promotions and special offers
Search tool to easily locate literature and marketing collateral
Security settings for user access
Literature encyclopedia with the ability to read/write to it
User can organize and group information/literature into topic folders
Aggregated response views across both offline and online channels
           
List Management          
Create lists from customer data
Third-party lists with de-duplicating
Can generate literature requests for a specified customer list
Can generate lists for specific sales channel
Assign marketing campaigns for selected lists of customers
Can import external lists
Prospects and customers can be marked for inclusion in a specified campaign
Prospects and customers can be marked for exclusion in a specified campaign
From list, can drill down for information at the customer level
Can export lists to Microsoft Excel
Can export lists to Microsoft Word
Generate form letters for mass mailings or faxes
Envelopes can be generated for direct mailings
Labels can be generated from a list for direct mailings
Action plans can be generated for the activities involved in a specific campaign
Security access levels can be set for accessing customer information to generate lists
Can view data graphs/charts for a list of customers for specified time period
           
Corporate Collateral          
Specify collateral kit contents
Can locate collateral pieces by item, category, or description
Contains cover letter templates with mail merge function
Order entry or fulfillment is interfaced with literature mailing
Online access to corporate and marketing/sales literature
Can maintain a list of collaterals and literature pieces
Can compare competitor products
Online promotion or pricing information for representatives
FAQs online available by topic
Corporate case studies, white papers, best practices, testimonials available (marketing encyclopedia)
Can bundle individual collateral/ marketing pieces together to form a kit
User can add new literature or collateral pieces, or delete them
           
Marketing Reporting          
Calculate total spent per individual
Calculate total contacts in a certain period in a specific segment
Future campaign forecasting
Can view data in graphical and chart formats
Budget and forecast data is viewable for a specific campaign, and by each channel
Fixed and variable costs associated with a specific campaign is viewable
Can view basic statistics such as mean, median, minimum, and maximum
Can view both fixed and variable costs associated with a specific promotion
Summary views of all campaign data
ROI reporting
Customized reporting
           
SALES FORCE AUTOMATION          
Opportunity Management          
Contact list management
Prospect management
Analyze prospects from fax data
Analyze prospects from customer service department data
Analyze prospects from purchase and product registration data
Analyze prospects from requests for information
Analyze prospects from website clickstreams
Opportunity forecasting and scoring
           
Lead Generation & Pipeline Management          
Automatically assigns leads to terrorities
Generate leads from telephone or reply-card responses
Assess and direct leads to sales pipelines
Lead tracking
Manual lead creation
Accommodates multiple selling methods
Create action lists by date, contact, or category
Supports handheld devices
Graphical and charting views and analyses of sales pipeline
Track opportunity in the sales cycle
Proposal generation capability
Quote generation
           
Web-Based Leads Management          
User Web activity can be analyzed
Build user profile, including address, telephone number, email address
Contains prospect scorecard with purchsae intentions, solution sought, degree of interest
E-mail additional offers and a reminder to high-value leads
Ability to initiate and send out e-mails
Sales literature repository
           
Sales Administration          
Price list links with product encyclopedia
Price calculation and discounting support
Sales order creation and management
Define terrorites by different criteria (such as named account, postal code, industry, etc.)
Assign and track sales managers and representatives based on criteria
Assign, track and manage quotas
Sales workflow administration and management
Task scheduling and management
           
Account Management & Billing          
Account summary and management
Can review complete order history
Can view sales history
Can review all customer invoices
Representative can email statements and receipts
Account plans by territory, customer, or products
Produce account plans by demographic factors, terrority, market segments
           
Sales & Returns Reporting          
Returns reporting by product, customer type, campaign, product category
Sales margins by product, product line, SKUs
Sales performance for individual sales representatives, teams, or territories
Leads and prospects reporting by criteria
Forecast and pipeline reports
Track and report revenues from partners
Call center sales analyses
Reporting on inbound telephone sales activity
           
CUSTOMER SERVICE & SUPPORT          
Contact Management & Tracking          
Ability to manage calendar and scheduling of support and service activities
Can direct contacts to alternative service representatives for follow-up
Will track user follow-up and accountability
Aggregates all contact activity for a customer
Time and date are automatically recorded for a contact or follow-up
Representative identity is automatically recorded for a contact or follow-up
Search and sort mechanisms (for example to search for all contacts with certain problem)
Call center integration
Database support in call management
           
Web-Based Support          
Auto reply emails to support requests
Inquiries coming from website can be tracked and managed
Supports chat sessions from website
Call-back requests coming from website are supported
Email response and management capabilities
Supports web-based self-service
           
Problem Resolution          
Provides a methodology for handling issues and resolving problems
Capability to set time period for resolving problems
Integrates organizational knowledge sources for easy reference and quick resolution
Troubleshooting guide
Incident reporting, including description, status, and priority
Products literature, including manufacturer information available
Escalation alerts and notifications
           
Contract & Subscription Management          
Stores terms and conditions, warranty information, service level agreements, privacy policies, return policies
Ability to manage B2C and B2B subscriptions
           
Service Activities Reporting          
Service reporting capabilities
Report generating capabilities
Reporting by inquiry type, date, product, service, etc.
Performance reporting
Reporting for follow-up activities
           
Pricing Information / Product Support & Training          
Monthly subscription per seat $110 Sales Team: $49

Enterprise: $69

Small Biz: $995/year for 5 users		 $95 $70 $399 for 1st user; $99 for ea. additional user
Free Training
(Note 1)
1st per week public Webinars; Video training
Free online training sessions included.
(Note 2)		 X
(Note 3)
Free Support
Telephone support with 2 days' response time; 24-7 Web support
24/7 email; live chat; call-in
(Note 4)
No-cost self-service support.
(Note 5)

Last updated: 14 Jun 2004

 

Notes

1. Offers about one hour Internet-based training session for users and administrators that cover typical usage by a user and administrator.

2. Includes 3 one-hour training sessions for all users; weekly seminars; online tutorials and knowledge bases.

3. Entry level training package $350 for user group; no initial free training provided.

4. Free support chat, support email and online FAQ and help. Free software updates. No maintenance fees. Free weekly tips and techniques Web-cast training.

5. NetCare Bronze is standard support package; email (3 cases per month); online knowledge base. Silver is unlimited monthly cases at $49 per month per user.

Feature Glossary
Marketing Management Automate and manage marketing initiatives from prospecting to leads generation to segmentation to sending targeted promotions to reporting on results.
Segmentation Analysis Filtering tools to place customers and prospects into segments for solicitation, and specify messages for each segment.
Campaign Planning & Management Effectively plan and manage marketing activities through one interface, including campaigns planning and implementation, spending, and evaluating performance and return.
List Management Tools to create and manage target, prospect, and customer lists, including importing, exporting, saving, modifying, and de-duplicating lists; as well as assigning marketing campaign for lists.
Corporate  Collateral Manage corporate literature and marketing communication pieces by item, category, or description.
Marketing Reporting Analytics tools that enable the marketing manager to analyze marketing campaigns relative to ROI, most profitable activities, and cost of customer acquisition.
 
Sales Force Automation Sales productivity tools for lead generation and management, sales forecasting, margins reporting, and web activity reporting.
Opportunity Management Manage contact lists, including analyzing prospect data from many channels; opportunity forecasting and scoring.
Lead Generation & Pipeline Management Lead tracking, management, and assignment to accommodate multiple channels, action list creation, and prospect reporting.
Web-Based Leads Management Collect and analyze web user activity, build profiles, and email promotions.
Sales Administration Manage pricing sheets, sales orders, quotas, and workflow; schedule and manage tasks.
Account Management & Billing Effectively manage customer accounts and billing with features such as history reports, multi-payer invoicing, online payment processing, and email statements.
Sales & Returns Reporting Reporting on sales margins by SKU, product, and product lines and returns reporting.

Customer Service & Support Relationship-building tools that leverage all customer interactions such as purchases, calls, emails, communications and documents sent/received, and purchase information in order to deliver value beyond customer expectations.
Contact Management & Tracking Sales representatives and teams can consolidate and manage contact information, such as addresses, telephone numbers, email addresses, order histories, and communication channels in one place to better coordinate and track sales activities.
Web-Based Support Track inquiries received through the organization’s website, chat live with customers and prospects, handle email inquiries and call-backs in response to requests coming through the corporate website.
Problem Resolution Optimize customer service and support levels through tools that enable fast and effective problem resolution, such as tracking response times, methodologies for resolving issues, and integration with knowledge bases.
Contract & Subscription Management Store contract documents such as warranties, service level agreements, privacy policies, return policies; manage subscriptions.
Services Activities Reporting View service activity reports by product, date, service, and more; view reporting on follow-up support activities and representative performance.

 

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