Leading CRM Solutions – An Overview and Comparison

1. CRM Landscape Overview
Live Webinar Demo

2. Webinar Details
• Presentation is roughly 30-60 minutes
• All phone lines are muted
• If anyone has any questions during this webinar – please type them in your
Questions Box located at the bottom of your webinar panel

3. Today’s Presenters
Derek Jacobson | Net@Work
CRM Practice Director
Phone: 480-346-1071
djacobson@netatwork.com
✓ Led more than 200 CRM implementations for companies.
✓ Worked with Clients ranging from 5 user small business start ups to 2500 user Global Enterprise Solutions
crossing more than 30 national boundaries.
✓ Led more than 200 eCommerce and Point of Sales solutions, as well as numerous ERP solutions and has
seen nearly ever mix of need and functionality.

4. 180+ Business
Technology Architects
and Consultants
IT Road
Mapping
& Strategic
Planning
Business
Process Review
Ecosystem
BI, Analytics
& Reporting
Cloud & IT
Managed Services
ERP/
Accounting
Web
Development &
e-Commerce
Sister Company
Payment
Processing
SWYPE
Sister Company
CRM &
Marketing
Automation
HRMS/
Employer
Solutions
Document
Management
Nonprofit
Solutions
Managed Print
Services
Sister Company

5. Webinar Series - Today’s Focus
• The CRM landscape has undergone major changes in the past 10 years
• Net@Work is one of the few solution providers with expertise in multiple CRM
platforms, we will be focusing on three
• Our focus today is to provide you some insight into the differences between these
platforms and help you identify solutions that fit your business needs

6. How do you find the one
that is right for you?

7. What They Have in Common - SFA
Users & Roles:
Access, Security, Teams
and Basic Collaboration
Lead Qualification:
Manage Prospects,
measure marketing
sources and drive Top of
the Funnel
Opportunity
Management and
Quote Generation
Basic Customer
Service Case or
Ticket Management
Transactional
Reporting, Dashboard
and Activity
Management

8. Key Themes To Understand the Differences?
• What do they do Best?
• Where can you Expand and Grow?
• What are the Key Unique Values?
• How are they Deployed?
• How Do You Integrate them to other systems?
• What are some important factors to consider?
• How Will It Impact Your Budget?
• What Your Sales Rep Won’t Tell You

9. Microsoft Dynamics Overview
There are multiple flavors and deployment options
• Cloud and On Premise
• Vertical Quick Start Packages Available
(https://www.microsoft.com/en-us/dynamics365/home#applications)
• A late entrant in the Cloud space, but Microsoft is ‘all in’
– Dynamics CRM base has grown from 27,000 customers in 2011 to over 40,000
customers by 2013 and is the second fastest growing platform today
– Cloud R&D at Microsoft is over $8 billion per year annually *crmsearch.com
• Traditional licensing and subscription options available
• For Those Invested in Microsoft’s Technology Stack, the “Whole” can definitely
be greater than the sum of the parts

10. What Dynamics Does Best
For Sales Teams, the Platform Can Help Drive the Process
– Instead of just tracking data, Dynamics will lead your Sales Person through your
methodology and help validate / nurture the sales cycle

11. What Dynamics Does Best
Relationship Management, Social CRM and Building Deeper Ties
Inclusion of Data Feeds from Sources
Like Inside View allow you to feed
meaningful company and contact
data your Sales Team Needs
Strong ties to Office 365 including
Outlook and SharePoint allow you to
better bring all your systems together

12. What Dynamics Does Best
• For Individuals, Teams and Management,
Measurement is easy, clean and Simple
• Highly Visual Dashboards and Reports
• Easily Customized by user or Role
• Arguably the best Out of the Box
Reporting Tool Set

13. IT Impacts For Dynamics
• Cloud Solution
– No infrastructure, no upgrades
– Strong SLA performance
guarantees from Microsoft
– Highest levels of security available
– For IT teams with Microsoft
backgrounds, training and
utilization of existing skills will
carry over well
• Caveats
– Integration can be a little more
involved than with an On Premise
Edition – API based
• On Premise Solution
– Immediate and easy access at the
Database layer
– Higher level of flexibility and ease
of integration
• Caveats
– Must maintain operating systems,
database layer and patch
management regime
– Your IT Team will spend more
time to maintain infrastructure
Microsoft .NET Development and IT Resources are amongst the mostly widely available in the market

14. Salesforce.com
• The largest CRM provider of the past 10 years
• The fastest growing (by customer count) CRM in the space
• Cloud only, always sold as an annual subscription
• Salesforce.com offers different editions (Professional, Enterprise, Ultimate)
that offer varying degrees of capability at different price points
• There are no patches, no upgrades and no database level access.

15. Salesforce.com
While Microsoft provides many vertical solutions, Salesforce focuses on provider a wider
range of overall capabilities in a standardized approach and format.
Salesforce.com has actually many different product offerings:
• Sales Cloud – Core Sales Force Automation (SFA)
• Service Cloud – Enhanced Service features including CTI integration, field service planning,
Social Media Listening, Knowledge Bases and many other advanced CSR functions
• Communities for Private Collaboration with Customers and Partners
• Marketing Cloud – Arguably the most robust digital marketing solution in the space for
email, advertising, social, and mobile communication
• Commerce Cloud – Enterprise Class Ecommerce and Point of Sale
• Einstein – New and emerging AI and Businesss Intelligence Services

16. What Salesforce.com Does Best?
• 80% of what most companies need can be done without code
- Highly configurable including many workflow or process automations
• The rate of innovation and product enhancements is industry
leading with 3 product releases per year on average
• Team and group collaboration via Chatter and Salesforce 1 (mobile
application) are industry best
• The Salesforce app exchange is filled with hundreds of plugins that
can be licensed and installed with clicks – often with no IT needed
For those who want a single unified platform to incorporate all
elements of marketing, sales, service, collaboration and field
activities, Salesforce can provide one unified platform without
‘integration’ being needed.

17. User Experience – Lighting Console
• Social, 21st century approach to
present the 365 degree view
• While many items are aggregated, it
can be ‘click heavy’ or data intensive
• Mobile layouts are highly tailored
and trimmed to focus on core needs

18. User Experience
• Based on a users role, what each user
can see and access can be totally
unique
• Most users will only see subsets of the
system they care about
• Your ability to change and modify
fields, layouts, etc. requires the least
amount of IT involvement, but can be
overwhelming with options

19. IT Implications
You have zero database level access, nada
• Getting data in / out of Salesforce is driven by API level integration,
which requires higher or more advanced ($) versions
• Integration work is more complex, takes longer and will cost more
Training resources are plentiful
• Salesforce Trail Head is a free self study and lab based training tool
• You Tube videos and content are bountiful
• Paid training options and centers are available throughout most of
North America
Developers need a Java background (ideally) and will be learning Apex –
a proprietary scripting approach for code based changes
• Marketing Cloud and Commerce cloud leverage different
technologies for development as well

20. Sage CRM
Sage CRM is focused on the CORE blocking and tackling of SFA
• You will not see verticalized solutions and many non SFA solutions are
provided by add-ons from third parties (such as Marketing Automation).
• The network of ‘apps’ to plugin is much smaller than those of Microsoft or
Salesforce
• Sage is typically deployed on premise, though private cloud deployments
work equally well (i/e Amazon hosting or Azure)
• For companies new to CRM or whose focus is around traditional lead –
opportunity – to order management, Sage is a solid, value driven solution

21. What Sage Does Well (uniquely well)
Integration with Sage ERP solutions
• CRM to ERP integration is complex with a lot of moving parts –
when its easy
• Sage ERP customers will find that CRM integration can be as little
as 1/10th the effort (and cost) as other solutions
Order Capture (Including Digital Payments)
• Through the use of SWIPE Payment solutions, Sage is one of the
few CRMs that can actually capture a payment, take an order and
integrate it into ERP without massive customizations.
• Most CRM’s focus on winning an opportunity or closing a quote
with order entry happening in ERP
- Sage provides an alternative

22. What Sage Does Well
Ease of Adoption
• Sage CRM will look familiar to those whose experience is in ACT,
Goldmine, or other starter solutions
• For those who have worked in a Sage ERP solution, the learning curve
is much smaller
Communication Retention and Activity Coordination
• The communications ‘tab’ that is part of every Sage record is a well
thought out, easy to use process that allows appointments (including
Calendar views), and tasks (To do’s) to be easily assigned, tracked and
retained
Outlook Integration
• Archiving emails, creating contacts, leads, and accounts can be done
directly out of Outlook without logging into CRM at all. Your tasks and
calendar can be synced back and forth automatically

23. Sage User Experience
• For many non technical staffs, learning to use Sage effectively will be easier
• The interface is clean with information broken into tabs – procedurally oriented
• User Training is usually easier and faster because Sage is focused on a core set of use cases

24. Sage User Experience
• Sage’s Dashboard System is equally as flexible and comes with many prebuilt ‘templates’ to choose from
• For companies who need to collaborate between Sales and Warehouse / production staff,
Sage offers a great degree of immediate capabilities

25. Cost Considerations
Decision making processes always come down to cost and perceived value.
• Weigh the 3 year period and factor in software, implementation services,
support as well as third party add-ons
• Consider which bells and whistles will be useful to you now or over that horizon
For software costs, Sage will generally be lower cost software offering.
• List price is generally around $1155 per user for an on premise perpetual license
• Sage charges an annual maintenance fee for upgrades of 21 to 25%
• Initial implementation costs including integration are usually the lowest of the
three, but ongoing maintenance and support can be higher as increased
functionality requires more ‘coding’, add-ons and customization

26. Cost Considerations
For On-Premise, Microsoft list price for two years including software assurance is $2,451 per
user while Cloud Subscription Licensing is generally about $1140 per year per user.
SMB Special Cloud subscription pricing is currently about $480 per year per user.
• Implementation costs are generally 1.5 to 2 times that of Sage, but ongoing
maintenance and support will be less with greater core product features.
Salesforce.com licensing for Sales Cloud Enterprise Edition lists at $1800 / user / year.
• Your initial implementation is likely going to be 2 to 3 that of Sage for services
• Ongoing maintenance and support (services) are the lowest given the greater degree
of production functionality and self service tools.

27. Please type in
your questions
Any Questions?

28. Thank You For Attending!
Derek Jacobson | Net@Work
CRM Practice Director
Phone: 480-346-1071
djacobson@netatwork.com
www.netatwork.com
Connect with
800-719-3307
www.netatwork.com
netatwork.com/blog
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Contact your Net@Work Account Manager with any questions.
For those interested in partnering with Net@Work for the first time,
we invite you to contact Codey Parkinson, CRM Account Executive
at 480-454-5559, cparkinson@netatwork.com