Customer Relationship Management Software Recommendation Report An Overview

Customer Relationship Management Software Recommendation Report An Overview of Uses, Products, and Comparison Criteria Prepared by Austin Communications Consulting One ACC Center, Ste. 100 Austin, TX 78754 512 -454 -1000

Customer Relationship Management Software Recommendation Report: Outline • Description of CRM • How Cultural Embrace uses CRM – Past and current use – Changes in how CRM are used

Outline Continued • Products reviewed – Sage ACT! 2011 – Intuit Quick. Base – Salesforce Professional Edition – Zoho CRM Enterprise Edition

Outline Continued • Comparison Criteria by Product – Price – System requirements – Number of users – Number of customers – Ability to group customers – Ability to manage email – Ability to track information from website forms – Ability to track Google Adwords – Ability to import or use files from existing system – Independent Reviews

Outline Continued • Conclusions by comparison criteria • Recommendations

Description of CRM • • • Centralized record All data sources Organize Automate Synchronize

How Cultural Embrace Uses CRM Past and current use • Store all customer contact information • Notes on communications with customers • Progress notes for development of each customer’s travel program • Create and send weekly email newsletter

Changes in How Cultural Embrace Uses CRM • Tracking leads generated on social media such as Facebook and Twitter • Tracking the effectiveness of Google Adwords • Collecting data customers enter on the Cultural Embrace website • Need for mobile access

Products Reviewed • Sage ACT! 2011 – Current system – DVD or download, installed on office server • Intuit Quick. Base – Integration with Quick. Books – Software as a Service (Saa. S) model, hosted on remote servers

Products Reviewed Continued • Salesforce Professional Edition – Replacement product – Software as a Service (Saa. S) model, hosted on remote servers • Zoho CRM Enterprise Edition – Replacement product – Software as a Service (Saa. S) model, hosted on remote servers

Product Specifications Product Price System Requirements Number of Users Number of Customers Sage ACT! 2011 $299. 95/user upgrade cost ($1199. 80) - 2 GB available Up to 10 HD space (4 GB if downloaded) - 1. 0 GHz Pentium® IV processor 1 GB system memory Unlimited Intuit Quick. Base $299/month per user ($1794/mo. ) N/A, Saa. S model Up to 100 25, 000 records Salesforce Professional Edition $65/month per user ($260/mo. ) N/A, Saa. S model Unlimited Zoho CRM Enterprise Edition $25/month per user ($100/mo. ) N/A, Saa. S model Unlimited

Product Features Product Ability to Link or Group Clients Specific groups feature included Ability to Manage Email Schedule & send, tracking $59. 99/month for 2 users, $5. 99/month each additional user ($71. 97) Intuit Quick. Base possible Schedule & send, no tracking $28/month no Salesforce Professional Edition possible yes Zoho CRM Enterprise Edition possible Schedule & send, yes tracking Included Schedule & send, yes tracking $3/user/month ($12) Sage ACT! 2011 I Ability to Track Website Forms Yes, only included with email service Ability to track Google Ad. Words no planned

Ability to use or import existing CRM files • Sage ACT! 2011 – Use existing files • Intuit Quick. Base – Import existing files • Salesforce Professional Edition – Import existing files • Zoho CRM Enterprise Edition – Import existing files

Independent Reviews

Reviews for Sage ACT! 2011 • PC Magazine – Tons of help within in the interface – Handy Sage Business Info Service – Slow performance when switching between tasks – Puzzling placement of some Menu commands • Salesmark. com – Good product, great features – Pricing and delivery model miss the mark – 3. 5 out of 5 stars

Reviews for Sage ACT! 2011 Continued • Zdnet. com – Good Outlook integration – Social media integration not as complete as other services – Company responds well to user suggestions • Adavidcreation. com – Highly customizable and full-featured – Expensive upfront – No remote access

Reviews for Intuit Quick. Base • PC Magazine – Powerful, fast, reliable online database – Easy to use – Document files can only be exported one by one • Brighthub. com – Highly customizable and full-featured – Pricing puts it out of reach of small businesses

Reviews for Intuit Quick. Base Continued • Onlinedatabasefiles. com – Difficulty importing files – Errors when importing data from ACT! – User interface complicated and non-standard – Very difficult to learn • Techrepublic. com – Geared toward medium to large business – Large application that can be intimidating to get started with

Reviews for Salesforce Professional Edition • PC magazine – Streamlined interface with incredibly informative Dashboard views – Smooth workflow process – Pricing gets expensive – Lower-cost packages lack basic functions other CRM include for free • Customers. com – Good analytical capability for companies with lots of personal contact with customers

Reviews for Salesforce Professional Edition Continued • Eweek. com – Easy to navigate – Ample tabs and menu items, very complete – Integration with other applications could be improved – Overall 5 -star rating • Techrepublic. com – Some remote access, but incomplete – One year of Salesforce costs as much as one-time cost of ACT!

Reviews for Zoho CRM Enterprise Edition • PC Magazine – Good email and Web integration – Inexpensive – Requires customization at outset – Lacks scalability • Customers. com – Available integration with Quick. Books and Gmail works well – Lacks the email marketing functionality of other products

Reviews for Zoho CRM Enterprise Edition Continued • Netprofitmarketing. com – Intuitive, easy-to-use interface – No features that a small business doesn’t need – Automation makes it easy to track leads and create tasks • Techrepublic. com – Many of the same features as Salesforce, for much less – Good mobile access

Conclusions

Conclusions • Price (including monthly email service fees) v. Zoho CRM Enterprise Edition $112/month • System requirements v. No product has advantage • Number of users v. No product has advantage • Number of customers v. Quick. Base is only product with limit (25, 000)

Conclusions Continued • Ability to group clients v. Only ACT! has built in • Ability to manage email v. Part of basic service with Salesforce • Ability to track website leads v. Included with Salesforce and Zoho • Ability to track Google Adwords v. Only offered with Salesforce • Ability to use or import files from existing system v. No issue with ACT!

Conclusion from Reviews Zoho CRM Enterprise Edition • • Good email and web integration Inexpensive Automation to track leads and create tasks Good mobile access

Recommendation Zoho CRM Enterprise Edition • Low cost • Email and web integration • Mobile access • Accommodate company growth