CRM sucks
Compare CRM SystemsMicrosoft DynamicsNetSuiteOracle On DemandRightNowSalesforce.com

Your CRM Software Doesn't Have to Suck

Forget about the all too frequently cited CRM software failure rates or user adoption challenges that are often less about resistance to change and more about poorly designed, hard to use CRM software applications. Sucky CRM software stands in the way of capitalizing on a customer relationship management strategy. If your CRM software sucks:

Don't settle with CRM software that sucks! Once you recognize that the pain of continuing with bad CRM software far exceeds the pain involved to accomplish a proper CRM software selection and implementation, begin your journey to CRM software that doesn't suck. Get educated, get executive sponsorship and get going.

Below are a some of the better independent sources for CRM software reviews.

 

While the CRM software market is broad and deep, below is a quick summary chart of just the top Software as a Service (SaaS) CRM software market share leaders. While these vendors make a good starting point, there are dozens of outstanding industry specific, geo-specific, niche market, open source, platform (such as software as a service) and other CRM systems which deliver purpose built functionality and outstanding total cost of ownership (TCO) for their respective target markets.

Top 5 Software-as-a-Service (SaaS) CRM Software Comparison Chart

 
 
 
Microsoft Dynamics
NetSuite
Oracle
RightNow
Salesforce.com
Product Name Dynamics CRM NetSuite CRM Oracle On Demand RightNow CRM Enterprise Edition
Subscription Pricing Estimate Hosting offered by Microsoft and VARs; Pricing varies by VAR $79.00 to $129.00 per user per month plus setup and add-on fees $65.00 per user per month plus setup and add-on fees $100.00 per user per month; minimum user counts apply $125.00 per user per month
Marketing Key Features Campaign management, lead management, email with trackable links and click-through, basic campaign analysis campaign management, lead management, basic campaign analysis, PPC integration with Google and Yahoo, email with trackable links and click-through Marketing campaigns, lead distribution, event management, email with trackable links, marketing dashboards and business intelligence Campaign management, lead management, event management, email with trackable links and click-through, basic campaign analysis Campaign management, lead management, drip campaigns, email with trackable links and click-through, basic campaign analysis, PPC integration with Google
Sales Force Automation (SFA) Key Features Account management, contact management, opportunity management, sales analytics Account management, contact management, opportunity management, sales analytics, data deduplication Account management, contact management, opportunity management, quotes and sales orders, sales analytics Account management, contact management, opportunity management, sales analytics Account management, contact management, opportunity management, sales analytics
Customer Service Key Features Ticket/case/incident management, routing, escalation, self service portal Ticket/case/incident management, routing, escalation, customer surveys, knowledge-base, self service portal Case management, email to case, routing, escalation, FAQs, knowledge-base, customer surveys, web and voice self service Ticket/case/incident management, email to case creation, routing, escalation, FAQs, knowledge-base,customer surveys, web and voice self service, customer communities Ticket/case/incident management, email to case creation, routing, escalation, customer surveys, self service portal
Information Analysis Dashboards, Ad Hoc Report Writer, third party for OLAP Dashboards, Ad Hoc Report Writer Dashboards, Ad Hoc Report Writer, business intelligence (BI) and OLAP Dashboards, Ad Hoc Report Writer Dashboards, Ad Hoc Report Writer, AppExchange for data warehouses and OLAP
Groupware Integration Exchange, Outlook Exchange, Outlook, Mobile Exchange, Outlook, Mobile Exchange, Outlook, Mobile, Wireless Exchange, Outlook, Mobile, Wireless
Other Key Features Third party VAR network of software products, MS Outlook acts as Offline Edition PRM, E-commerce suite, sales order processing, NetSuite Business Operating System (NS-BOS) supports ISV development and delivery platform, Offline Edition, CTI Integration with Oracle Siebel and Oracle on-premise CRM systems. PRM, Workflow Designer, CTI Apex and Force proprietary development environment support platform as a service strategy, Offline Edition, CTI
Other Software Modules ERP hosted ERP software available. Full suite of integrated Enterprise Resource Planning (ERP) software. Integration to Oracle Enterprise Resource Planning (ERP) systems.   AppExchange third party directory provides back office and vertical market software solutions.
Other Information   SAS 70 certified SAS 70 certified   SAS 70, ISO 27001 certified
Average Customer Size Across the board Small business Across the board Middle market and enterprise Across the board
Industry Solutions Various vertical market solutions through ISV and VAR programs. Software companies, Wholesale/ Distribution, Ecommerce, Services, Media, Agriculture, Manufacturing, Retail Financial services, high tech, life sciences, automotive Public sector, Financial Services, High Tech, Higher Education, Retail, Telecommunications Vertical markets served through AppExchange products
Service Level Agreement with Guarantee No Yes Yes Yes Sometimes, normally reserved for larger clients
Number of Data Centers 3 1 2 1 3
Web Site References

www.microsoft.com
Dynamics CRM
Dynamics CRM Samples

www.netsuite.com
Ecommerce Portfolio

Oracle On Demand

www.rightnow.com
RightNow Wikipedia
RightNow Labs

www.salesforce.com
AppExchange
Force.com

Web Site Reviews

Dynamics v Salesforce
Dynamics CRM Wiki
www.crmlandmark.com

Interneteer Review
www.erpblogger.com

ZDnet NetSuite Review

Oracle On Demand CRM Review

Online-CRM Review

PC Magazine Review
Online-crm.com Review
CRMgal.com Review

Responses are relative to and the result of varying levels of CRM vendor cooperation and as of the last update.

Any updates, corrections or additional information are welcome and should be directed to webmaster[at]mycrmsucks.com. See web site terms as integral part of this document.