1April 10, 2023

CRM & SFA Industry Application Comparison

John M. Perez

2April 10, 2023

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

3April 10, 2023

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

4April 10, 2023

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.

5April 10, 2023

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.

6April 10, 2023

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.

7April 10, 2023

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.

8April 10, 2023

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.

9April 10, 2023

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.

10April 10, 2023

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

11April 10, 2023

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.

12April 10, 2023

Other Company Environments

  CRM/Support SFA eService Industry Integration Complexity

Large Software Company A Remedy CSS Siebel Various Tools Software Medium

Large Communications & Conferencing Company

Remedy CSS/Netsuite

SFDC/Netsuite

eGain/Syntellect/

Instant Service/Parature Communications High

Large Financial &Travel Company. Various Tools

Various Tools Various Tools Travel & Finance Very High

LargePharmaceuticalCompany. Various Tools Siebel N/A Pharmaceutical Medium

Small to Mid SizeDOT COM Company. SFDC SFDC Right Now Human Resources Low

13April 10, 2023

Feature Gap Analysis

RecommendedProcess

Current Process

FeatureSalesForce

RightNow

Best InClass Current

Feature Set

Salesforce Automation(Opportunity, Lead Mgmt, Account, etc) Out of Box Purchase Separate Module Salesforce.Com

Email Response/Campaign Management Out Of Box Out of Box Right Now

Integration with Outlook Install Free Module Out Of Box Right Now

Email Incident Management Out of Box Out of Box Same

Customer Phone Case/Incident Management Out of Box Out Of Box. Salesforce.Com

Task/Activity Management Out of Box Out of Box Same

Internal Knowledge Base Out of Box Out of Box Same

Live ChatAdditional Installation Yes Right Now

Reporting Out Of Box Out Of Box Same

External Knowledge Base & Web SelfService Yes Yes Right Now

Entitlement & SLA Management

Install Free App

Exchange Module Out of Box Right Now

14April 10, 2023

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