CRM, eService, and SFA Evaluation

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Information about CRM, eService, and SFA Evaluation
Business & Mgmt

Published on January 6, 2009

Author: jperezpgi

Source: slideshare.net

Description

If your a medium sized and growing organization looking for an eService, CRM, and SFA solution you may want to take a look at this. This presentation contains a review of 3 of the biggest players in the mid market space for the eService, CRM, and SFA space. This is a recap and summary of Salesforce.Com, and Right Now Technologies with strengths and weaknesses.

CRM & SFA Industry Application Comparison John M. Perez

CRM & SFA Evaluation Definition of Terms Used In This Presentation Gartner Reports 2008 Gartner Magic Quadrant Customer Service & Support White Paper 2008 Gartner Magic Quadrant eServices Suite Report 2008 Gartner Sales Force Automation Report How Are Other Companies Approaching Multiple Tools? Feature Comparison & Gaps Open Forum

Definition of Terms Used In This Presentation

Gartner Reports

2008 Gartner Magic Quadrant Customer Service & Support White Paper

2008 Gartner Magic Quadrant eServices Suite Report

2008 Gartner Sales Force Automation Report

How Are Other Companies Approaching Multiple Tools?

Feature Comparison & Gaps

Open Forum

Scope of Terms Discussed C.R.M – Customer Relationship Management. Business Applications used for Customer Interaction Case Management Order Management Advisory Services Problem Resolution Knowledge Management Account Management Dashboards/Analytics E-Services includes: E-mail response management Web chat Knowledge base self-service Collaborative browsing Virtual assistants Sales Force Automation Automation and Tracking of Selling Processes and Sales Operations Account and Contact Management Lead Management Opportunity Management Selling Dashboards/Analytics

C.R.M – Customer Relationship Management. Business Applications used for Customer Interaction

Case Management

Order Management

Advisory Services

Problem Resolution

Knowledge Management

Account Management

Dashboards/Analytics

E-Services includes:

E-mail response management

Web chat

Knowledge base self-service

Collaborative browsing

Virtual assistants

Sales Force Automation

Automation and Tracking of Selling Processes and Sales Operations

Account and Contact Management

Lead Management

Opportunity Management

Selling Dashboards/Analytics

Gartner’s 2008 Magic Quadrant Review for CRM Customer Service Source: http://mediaproducts.gartner.com/reprints/microsoft/155677.html Leaders - Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Challengers - The vendors in the Challengers quadrant demonstrate a high volume of sales in their chosen markets, balanced across at least three vertical industries. Visionaries - Visionaries are ahead of potential competitors in delivering innovative products and delivery models. They anticipate emerging/changing customer service needs and move into the new market space. . Niche Players - Niche players offer solid products for CSS functionality components or vertical sub segments. They may offer complete portfolios but demonstrate weaknesses in one or more important areas.

Salesforce.Com Summary Strengths Salesforce.com offers B2B, low-call-volume CSS centers in its installed base. It has an excellent GUI, simple design tools, intuitive navigation and a good understanding of the importance of Web communities. It has strong investments in future customer service products. Salesforce.com has a large number of small regional professional service partners for setups and deployments. Its SaaS delivery model lowers initial costs and speeds time to deployment. Cautions Salesforce.com's lack of an on-premises software model may make it difficult for some prospects concerned with the conformance to security models in some industries, such as banking, healthcare and government. The vendor is largely unproven in large, complex, retail, B2C contact centers (that is, large-scale, high-volume call centers where processes must be continually synchronized and monitored, such as retail banking, loan origination, insurance policy administration, bill processing and fraud management; see "Software as a Service for Contact Center CRM: Limited but Promising"). Without owning the customer master, product master, pricing, inventory or other key asset information, it is questionable what the long-term disposition of salesforce.com's product will be for customer service.

Strengths

Salesforce.com offers B2B, low-call-volume CSS centers in its installed base.

It has an excellent GUI, simple design tools, intuitive navigation and a good understanding of the importance of Web communities.

It has strong investments in future customer service products.

Salesforce.com has a large number of small regional professional service partners for setups and deployments.

Its SaaS delivery model lowers initial costs and speeds time to deployment.

Cautions

Salesforce.com's lack of an on-premises software model may make it difficult for some prospects concerned with the conformance to security models in some industries, such as banking, healthcare and government.

The vendor is largely unproven in large, complex, retail, B2C contact centers (that is, large-scale, high-volume call centers where processes must be continually synchronized and monitored, such as retail banking, loan origination, insurance policy administration, bill processing and fraud management; see "Software as a Service for Contact Center CRM: Limited but Promising").

Without owning the customer master, product master, pricing, inventory or other key asset information, it is questionable what the long-term disposition of salesforce.com's product will be for customer service.

Right Now Summary Strengths Based on user feedback, the cost to deploy and run its customer service application is 40% to 200% lower than the customer service offerings in an average large enterprise application supplier implementation. RightNow Technologies offers a full complementary set of Web self-service tools and capabilities that can be integrated into the contact center. It offers consumer-oriented, customer-service contact centers, except where the need is for a combination of many agents, high transaction volume and complex legacy (for example, fraud, banking systems and reservation systems) integration. RightNow Technologies has industry domain expertise in higher education, government agencies, retailers and consumer electronics. Its product is offered in a SaaS delivery model, but allows for an on-premises model if required (for example, government, healthcare and outsourcing). Cautions RightNow Technologies has improved, but still limited, third-party professional service resources for organizations that require significant change management as part of an engagement. The vendor is not a natural fit historically as the contact center desktop for large and complex centers (for example, telecommunications, insurance and banking), or for complex trouble ticketing/depot repair where parts and logistics are critical.

Strengths

Based on user feedback, the cost to deploy and run its customer service application is 40% to 200% lower than the customer service offerings in an average large enterprise application supplier implementation.

RightNow Technologies offers a full complementary set of Web self-service tools and capabilities that can be integrated into the contact center.

It offers consumer-oriented, customer-service contact centers, except where the need is for a combination of many agents, high transaction volume and complex legacy (for example, fraud, banking systems and reservation systems) integration.

RightNow Technologies has industry domain expertise in higher education, government agencies, retailers and consumer electronics.

Its product is offered in a SaaS delivery model, but allows for an on-premises model if required (for example, government, healthcare and outsourcing).

Cautions

RightNow Technologies has improved, but still limited, third-party professional service resources for organizations that require significant change management as part of an engagement.

The vendor is not a natural fit historically as the contact center desktop for large and complex centers (for example, telecommunications, insurance and banking), or for complex trouble ticketing/depot repair where parts and logistics are critical.

Gartner’s 2008 Magic Quadrant for e-Service Suites Source: http://mediaproducts.gartner.com/reprints/rightnowtechnologies/161236.html Leaders - Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Challengers - The vendors in the Challengers quadrant demonstrate a high volume of sales in their chosen markets, balanced across at least three vertical industries. Visionaries - Visionaries are ahead of potential competitors in delivering innovative products and delivery models. They anticipate emerging/changing customer service needs and move into the new market space. . Niche Players - Niche players offer solid products for CSS functionality components or vertical sub segments. They may offer complete portfolios but demonstrate weaknesses in one or more important areas.

Right Now Summary Strengths Viability: RightNow holds the biggest e-service market share globally. It has a strong reach and presence into all the primary and some of the secondary markets directly or through a network of SIs. Search: Its strong Web chat solution is supported by a single knowledge base that is used not only for self-service but also for interactions through all the other channels. Analytics: The analytics engine provides a variety of solutions for customers to better understand their interactions across all the channels and measure customer experience through a variety of surveys and other measurements. Recording: All interactions and outbound e-mail marketing are stored in the same database, which provides for an integrated quality assurance solution. Market Strategy: Moving toward the CIH approach, RightNow offers a full agent desktop for call centers, including the phone channel, e-mail management and chat. Cautions Functionality: Collaborative browsing was introduced in August 2008. As of now, it has not been proved in the market. The virtual assistant capabilities are not available, but will be included in the 2009 planned release. Financial: Licensing is mostly on a subscription-based model, with some session-based component licensing as well. There is, however, no concurrent user base license model. Partnerships: RightNow's growth has mostly been through organic expansion. Partnering with SIs to actively exploit new markets has not been its primary focus.

Strengths

Viability: RightNow holds the biggest e-service market share globally. It has a strong reach and presence into all the primary and some of the secondary markets directly or through a network of SIs.

Search: Its strong Web chat solution is supported by a single knowledge base that is used not only for self-service but also for interactions through all the other channels.

Analytics: The analytics engine provides a variety of solutions for customers to better understand their interactions across all the channels and measure customer experience through a variety of surveys and other measurements.

Recording: All interactions and outbound e-mail marketing are stored in the same database, which provides for an integrated quality assurance solution.

Market Strategy: Moving toward the CIH approach, RightNow offers a full agent desktop for call centers, including the phone channel, e-mail management and chat.

Cautions

Functionality: Collaborative browsing was introduced in August 2008. As of now, it has not been proved in the market. The virtual assistant capabilities are not available, but will be included in the 2009 planned release.

Financial: Licensing is mostly on a subscription-based model, with some session-based component licensing as well. There is, however, no concurrent user base license model.

Partnerships: RightNow's growth has mostly been through organic expansion. Partnering with SIs to actively exploit new markets has not been its primary focus.

Gartner’s 2008 Magic Quadrant Review for Sales Force Automation Source: http://mediaproducts.gartner.com/reprints/microsoft/vol9/ article1and2/article1and2.html Leaders - Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Challengers - The vendors in the Challengers quadrant demonstrate a high volume of sales in their chosen markets, balanced across at least three vertical industries. Visionaries - Visionaries are ahead of potential competitors in delivering innovative products and delivery models. They anticipate emerging/changing customer service needs and move into the new market space. . Niche Players - Niche players offer solid products for CSS functionality components or vertical sub segments. They may offer complete portfolios but demonstrate weaknesses in one or more important areas.

Salesforce.Com Summary (SFA) Strengths Continued high new customer deployment and revenue growth — better than 50% year-over-year Good customer intimacy — programs such as Customer Success Managers Community-based feature prioritization through Ideas Exchange is popular with customers Thought leader on leveraging SaaS model — for example, the salesforce.com platform including Apex Code Strong relationship focus on the sales business buyer — for example, head of sales or sales operations Cautions Subscription rate for some editions is higher than other SaaS providers — Enterprise Edition is $125/user/month, and Unlimited Edition (at an estimated $195 before discounts) is significantly more expensive Limited out-of-the-box functional footprint focused on opportunity management, as opposed to solutions or performance management (salesforce.com does provide a platform for content management, collaboration and partner relationship management) Some IT departments want salesforce.com to improve its operational usage-reporting metrics; these customers cited small outages that went unreported on salesforce.com trust.com Salesforce.com does not support custom tabs for a full laptop version with data synchronization, although the object data shows up in related lists

Strengths

Continued high new customer deployment and revenue growth — better than 50% year-over-year

Good customer intimacy — programs such as Customer Success Managers

Community-based feature prioritization through Ideas Exchange is popular with customers

Thought leader on leveraging SaaS model — for example, the salesforce.com platform including Apex Code

Strong relationship focus on the sales business buyer — for example, head of sales or sales operations

Cautions

Subscription rate for some editions is higher than other SaaS providers — Enterprise Edition is $125/user/month, and Unlimited Edition (at an estimated $195 before discounts) is significantly more expensive

Limited out-of-the-box functional footprint focused on opportunity management, as opposed to solutions or performance management (salesforce.com does provide a platform for content management, collaboration and partner relationship management)

Some IT departments want salesforce.com to improve its operational usage-reporting metrics; these customers cited small outages that went unreported on salesforce.com trust.com

Salesforce.com does not support custom tabs for a full laptop version with data synchronization, although the object data shows up in related lists

Right Now Summary (SFA) RightNow Technologies was dropped from this year's Magic Quadrant, because it did not focus its solution on B2B selling organizations.

RightNow Technologies was dropped from this year's Magic Quadrant, because it did not focus its solution on B2B selling organizations.

Other Company Environments Low Human Resources Right Now SFDC SFDC Small to Mid Size DOT COM Company. Medium Pharmaceutical N/A Siebel Various Tools Large Pharmaceutical Company. Very High Travel & Finance Various Tools Various Tools Various Tools Large Financial & Travel Company. High Communications eGain/ Syntellect/ Instant Service/ Parature SFDC/ Netsuite Remedy CSS/ Netsuite Large Communications & Conferencing Company Medium Software Various Tools Siebel Remedy CSS Large Software Company A Integration Complexity Industry eService SFA CRM/Support  

Feature Gap Analysis Recommended Process Current Process Salesforce.Com Out Of Box. Out of Box Customer Phone Case/Incident Management Right Now Out of Box Install Free App Exchange Module Entitlement & SLA Management Right Now Out Of Box Install Free Module Integration with Outlook Same Out of Box Out of Box Task/Activity Management Right Now Yes Yes External Knowledge Base & Web Self Service Same Out Of Box Out Of Box Reporting Right Now Yes Additional Installation Live Chat Out of Box Out of Box Out of Box Purchase Separate Module Right Now Same Same Right Now Salesforce.Com Best In Class Current Feature Set Sales Force Feature Out of Box Internal Knowledge Base Out of Box Email Incident Management Out Of Box Email Response/Campaign Management Out of Box Salesforce Automation (Opportunity, Lead Mgmt, Account, etc)

Sources http://www.rightnow.com/crm-suite-features.php http://www.salesforce.com/products/service-support/ http://mediaproducts.gartner.com/reprints/microsoft/vol9/article1and2/article1and2.html http://mediaproducts.gartner.com/reprints/microsoft/155677.html http://mediaproducts.gartner.com/reprints/rightnowtechnologies/161236.html

http://www.rightnow.com/crm-suite-features.php

http://www.salesforce.com/products/service-support/

http://mediaproducts.gartner.com/reprints/microsoft/vol9/article1and2/article1and2.html

http://mediaproducts.gartner.com/reprints/microsoft/155677.html

http://mediaproducts.gartner.com/reprints/rightnowtechnologies/161236.html

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