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Jorge Menendez Rdz.

jmenendez@corvus-cygnus.com
Análisis Competitivo

 Open Source vs Others
Dónde está el Open Source en la Oferta de CRM
Sugar Downloads: 7 Millones
            7,000,000




            6,000,000




            5,000,000




            4,000,000




            3,000,000




            2,000,000




            1,000,000




                   0
                   4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
                     4/04 7/04 10/04 1/05 4/05 7/05 11/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
                                                    10/05



12/6/2010                                     ©2009 SugarCRM Inc. All rights reserved.                        4
Sistemas activos : 61,000 de paga
       70000




       60000




       50000




       40000




       30000




       20000




       10000




            0
            4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
            4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
                                            11/05




12/6/2010                                 ©2009 SugarCRM Inc. All rights reserved.                    5
Desarrolladores de Aplicaciones Sugar : 20K
      25000




      20000




      15000




      10000




        5000




            0
                4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
                4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09
                                                11/05




12/6/2010                                    ©2009 SugarCRM Inc. All rights reserved.                      6
Mas de 600,000 usuarios




       12/6/2010   ©2008 SugarCRM Inc. All rights reserved.   7
Con socios locales a nivel mundial




12/6/2010    ©2008 SugarCRM Inc. All rights reserved.   8
Por qué Sugar


   “SugarCRM es una solución costo
  efectivo y fácil uso que permite a las
      empresas crecer su negocio
  permitiendoles tener una respuesta
     extremadamente efectiva a las
     necesidades de sus clientes”.
Fortalezas de Sugar


                • Estudio y Module Builder

 Flexibilidad   • Posibilidad de agregar aplicaciones de
                  terceros.
                • SugarExchange



                • Libertad de elección en esquema de servicio
   Control      • Propiedad absoluta de sus datos
                • Aceso a esquemas de respaldo



                • Precio altamente competitivo
    Precio      • Mayor valor por el costo por unidad
                • El menor tiempo de Retorno Sobre Inversión
Sugar vs 2 competidores más importantes
Flexibilidad


                  •   Intefase gráfica de customización ( Drag and drop )
                  •   5,000+ integraciones con otras aplicaciones
   SugarCRM       •
                  •
                      Crea tus propias integraciones in PHP (open language)
                      No hay limitaciones al número de nuevos módulos o procesos de
                      Workflow.




                  •   Intefase gráfica de customización ( Drag and drop )

 Salesforce.com   •
                  •
                      ~1,000 integraciones con otras aplicaciones
                      Crea tus propias integraciones con force.com ( Lenguaje propietario)
                  •   Limitaciones al número de nuevos módulos o procesos de Workflow.




                  • Intefase gráfica de customización (Click and point )
    Microsoft     • <100 integraciones con otras apliaciones
                  • Crea tus propias aplicaciones en .NET (language de Microsoft ) para
    Dynamics        instalaciones internas.
                  • Grandes restricciones para adaptaciones en modo hosteado.
Control


                  • Cada Cliente su propia base de datos
                  • Respaldos semanales de BD manteniendo intectas las
   SugarCRM         relaciones en la misma.
                  • Libertad de entrega de servicio hosteado, sitio o en la nube.
                  • Facilidad para mover el esquema de entrega de servicio



                  • Clientes comparten una Database.

 Salesforce.com   • Respaldos mensuales en un archivo plano sin relaciones
                  • Costo adicional por otros servicios de back-up
                  • Solamente en el centro de datos del fabricantes



                  • La base de datos depende del esquema de servicio.
   Microsoft      • Para esquema interno se neceista un servidor adicional
                  • El backup en servicios hosteados es en formato plano ,
   Dynamics         exportable a excel
                  • Moverse de formato on-line a interno requiere de tiempo.
Precio


                  • Professional                                      $30/user/mo
                  • Enterprise                                        $50/user/mo
   SugarCRM       • No importa el esquema de servicio
                  • Se tiene un portal de usuarios en la versión Enterprise




                  •   Contact Manager (5 user max)                    $5/user/mo
                  •   Group (5 user max)                              $25/user/mo
 Salesforce.com   •
                  •
                      Professional
                      Enterprise (“Most popular option”)
                                                                      $65/user/mo
                                                                      $125/user/mo
                  •   Unlimited                                       $250/user/mo




                  •   CRM Online* Professional Edition                $44/user/mo
   Microsoft      •
                  •
                      CRM Online* Professional Plus Edition
                      CRM 4.0 Workgroup (5 user max)
                                                                      $59/user/mo
                                                                      $2,200 one time
   Dynamics       •
                  •
                      CRM 4.0 Professional **
                      CRM 4.0 Enterprise **
                                                                      $1,761 + $880/user
                                                                      $4,403 + $880/user

                      * CRM Online is for US/Canada only
                      ** External connectors for CRM 4.0 (portal access)
                      requires an additional server at a cost of $4,403
Comparativa Técnica
Comparison: Database Architecture


                  •   Mutli-instance with choice between MySQL, SQL Server, Oracle
                  •   Every customer has their own database at no extra cost
   SugarCRM       •
                  •
                      Customers can add unlimited database fields
                      On-premise customers have full access to and control over the
                      database schema




                  •   Multi-tenant Oracle database

 Salesforce.com   •
                  •
                      All customers share one monolithic database
                      Customers can only add limited number of database fields
                  •   Access to the database schema is PROHIBITED




   Microsoft      •
                  •
                      On-site customers have their own SQL Server, but at an extra cost
                      On-demand customers share one monolithic database

   Dynamics       •
                  •
                      On-demand customers are restricted to the number of customization
                      Only on-site customers can make extensive customizations
Comparison: Database Backup Recovery
   2 key aspects to CRM data: (1) customer data and (2) the relationships
   between accounts, contacts, opportunities and all the other data


                                   • Free weekly backup recovery of your CRM data
         SugarCRM                  • Backup maintains all the CRM relationships.
                                   • Easy for any customer to store this backup in a local
                                     database in any format




                                   • Monthly raw object text (flat file in csv format) backups
     Salesforce.com                • Backup loses all the CRM relationships
                                   • Almost impossible for any customer to store this backup in a
                                     local database.



                                   • CRM online: no scheduled backups
          Microsoft                • CRM online: export CRM data to excel (flat file) but this is
                                     hard to restore into a relational database format
          Dynamics                 • CRM 4.0 on-premise: keep backup of database on separate
                                     server (extra server cost)


Note: Everybody does multiple daily backups of their on-demand customer data
Comparison: Integration Limitations I
Callouts and Logic Hooks


    SugarCRM         • Professional
                     • Enterprise
                                            No Limitations
                                            No Limitations




                     • Contact Manager      Not allowed
                     • Group                Not allowed
 Salesforce.com      • Professional         Not allowed
                     • Enterprise           Limited
                     • Unlimited            Limited




     Microsoft       • CRM online           Not allowed
     Dynamics        • CRM 4.0 on-premise   No Limitations
Comparison: Integration Limitations II
Web Services APIs


    SugarCRM        • Professional
                    • Enterprise
                                           No Limitations
                                           No Limitations




                    • Contact Manager      Not allowed
                    • Group                Not allowed
 Salesforce.com     • Professional
                    • Enterprise
                                           Limited and at extra cost
                                           Limited
                    • Unlimited            Limited




    Microsoft       • CRM online           No Limitations
    Dynamics        • CRM 4.0 on-premise   No Limitations
Comparison: Custom Modules, Fields and
Workflows

                  • Easy to use “Studio and Module Builder”
   SugarCRM       • No developer skills required
                  • No limits on custom fields, modules and workflows




                  • Easy to use “Studio”
 Salesforce.com   • No developer skills required
                  • Limit of only 200 custom objects, workflow available
                    only with Enterprise edition



                  • “Point and click” customizations
   Microsoft      • Limit of only 100/200* custom objects and workflows
   Dynamics       • CRM online does not allow for custom objects and
                    workflows

                   *100 for Professional Edition and 200 for Enterprise Edition
Comparison: Implementation Technical Skills
Some integrations with other applications may require technical skills.
For this, the key questions are: what are these skills and can they be leveraged
with other projects? This points to the hidden cost of different applications


        SugarCRM                Salesforce.com                Microsoft


                                     Force.com
              PHP                                                 .NET
                                        code
           $55-$75/hr                                          $100- 145/hr
                                    $150 – 200/hr

                                     Force.com
             MySQL                                             SQL Server
                                      database
            $60-90/hr                                         $100 – 125/hr
                                    $150 – 200/hr

              Skills can                  Skills                    Skills can
                   be                   cannot be                        be
              leveraged                leveraged in                 leveraged
                in other                  other                       in other
               projects                  projects                    projects
Comparison: Workflow and Reports

  Feature              SugarCRM        Salesforce.com
                      Professional       Enterprise
  Custom Objects      No limitations        200
                                                        SugarCRM does not restrict
                                                        customers use of advanced
  Mass Email          No limitations    250 at a time   functionaltiy:

  Custom Reports      No limitations      15/user       • Workflow is only available
                                                        with Salesforce’s Enterprise
                                                        Edition.
  API Calls           No limitations     1000/user
                                                        •Salesforce’s hidden costs kick
  Audit Logging       No limitations    20 fields max   in when customers are deeply
                                                        integrated and cost of
                                                        migration would be prohibitive
  Callouts or Logic   No limitations     10/user-day
  Hooks                                                 • SugarCRM does not have to
                                                        put any restrictions because
  Workflow Filters    No limitations         6          Sugar customers get their own
                                                        database. Salesforce
                                                        customers on the other hand
  Custom              No limitations         6          share a database (multi-tenant
  Views/Queries                                         database model), limiting the
                                                        flexibility the customer has.
  Custom Reports      No limitations         6
  Filters
Comparison: 3rd Party Applications

  SugarCRM
   Free               Commercial
                                         SugarCRM provides customers
   4,917              165                with:

   100% Open Source   100% Open Source   • An unparalleled volume of
                                         addons
  Salesforce.com                         • A commitment to open source

   Free               Commercial         • The ability to customize all
                                         add-ins
   371                482
                                         • More than 75 language packs
   0% Open Source     0% Open Source

  Microsoft Dynamics
    Free               Commercial
    0                  97
    0% Open Source     0% Open Source
Conclusion
SugarCRM –
More Flexibility, Greater Control, Better Price

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Open Source, un CRM al alcance de las PyME

  • 2. Análisis Competitivo Open Source vs Others
  • 3. Dónde está el Open Source en la Oferta de CRM
  • 4. Sugar Downloads: 7 Millones 7,000,000 6,000,000 5,000,000 4,000,000 3,000,000 2,000,000 1,000,000 0 4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 4/04 7/04 10/04 1/05 4/05 7/05 11/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 10/05 12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 4
  • 5. Sistemas activos : 61,000 de paga 70000 60000 50000 40000 30000 20000 10000 0 4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 11/05 12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 5
  • 6. Desarrolladores de Aplicaciones Sugar : 20K 25000 20000 15000 10000 5000 0 4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 4/04 7/04 10/04 1/05 4/05 7/05 10/05 1/06 4/06 7/06 10/06 1/07 4/07 7/07 10/07 1/08 4/08 7/08 10/08 1/09 4/09 7/09 10/09 11/05 12/6/2010 ©2009 SugarCRM Inc. All rights reserved. 6
  • 7. Mas de 600,000 usuarios 12/6/2010 ©2008 SugarCRM Inc. All rights reserved. 7
  • 8. Con socios locales a nivel mundial 12/6/2010 ©2008 SugarCRM Inc. All rights reserved. 8
  • 9. Por qué Sugar “SugarCRM es una solución costo efectivo y fácil uso que permite a las empresas crecer su negocio permitiendoles tener una respuesta extremadamente efectiva a las necesidades de sus clientes”.
  • 10. Fortalezas de Sugar • Estudio y Module Builder Flexibilidad • Posibilidad de agregar aplicaciones de terceros. • SugarExchange • Libertad de elección en esquema de servicio Control • Propiedad absoluta de sus datos • Aceso a esquemas de respaldo • Precio altamente competitivo Precio • Mayor valor por el costo por unidad • El menor tiempo de Retorno Sobre Inversión
  • 11. Sugar vs 2 competidores más importantes
  • 12. Flexibilidad • Intefase gráfica de customización ( Drag and drop ) • 5,000+ integraciones con otras aplicaciones SugarCRM • • Crea tus propias integraciones in PHP (open language) No hay limitaciones al número de nuevos módulos o procesos de Workflow. • Intefase gráfica de customización ( Drag and drop ) Salesforce.com • • ~1,000 integraciones con otras aplicaciones Crea tus propias integraciones con force.com ( Lenguaje propietario) • Limitaciones al número de nuevos módulos o procesos de Workflow. • Intefase gráfica de customización (Click and point ) Microsoft • <100 integraciones con otras apliaciones • Crea tus propias aplicaciones en .NET (language de Microsoft ) para Dynamics instalaciones internas. • Grandes restricciones para adaptaciones en modo hosteado.
  • 13. Control • Cada Cliente su propia base de datos • Respaldos semanales de BD manteniendo intectas las SugarCRM relaciones en la misma. • Libertad de entrega de servicio hosteado, sitio o en la nube. • Facilidad para mover el esquema de entrega de servicio • Clientes comparten una Database. Salesforce.com • Respaldos mensuales en un archivo plano sin relaciones • Costo adicional por otros servicios de back-up • Solamente en el centro de datos del fabricantes • La base de datos depende del esquema de servicio. Microsoft • Para esquema interno se neceista un servidor adicional • El backup en servicios hosteados es en formato plano , Dynamics exportable a excel • Moverse de formato on-line a interno requiere de tiempo.
  • 14. Precio • Professional $30/user/mo • Enterprise $50/user/mo SugarCRM • No importa el esquema de servicio • Se tiene un portal de usuarios en la versión Enterprise • Contact Manager (5 user max) $5/user/mo • Group (5 user max) $25/user/mo Salesforce.com • • Professional Enterprise (“Most popular option”) $65/user/mo $125/user/mo • Unlimited $250/user/mo • CRM Online* Professional Edition $44/user/mo Microsoft • • CRM Online* Professional Plus Edition CRM 4.0 Workgroup (5 user max) $59/user/mo $2,200 one time Dynamics • • CRM 4.0 Professional ** CRM 4.0 Enterprise ** $1,761 + $880/user $4,403 + $880/user * CRM Online is for US/Canada only ** External connectors for CRM 4.0 (portal access) requires an additional server at a cost of $4,403
  • 16. Comparison: Database Architecture • Mutli-instance with choice between MySQL, SQL Server, Oracle • Every customer has their own database at no extra cost SugarCRM • • Customers can add unlimited database fields On-premise customers have full access to and control over the database schema • Multi-tenant Oracle database Salesforce.com • • All customers share one monolithic database Customers can only add limited number of database fields • Access to the database schema is PROHIBITED Microsoft • • On-site customers have their own SQL Server, but at an extra cost On-demand customers share one monolithic database Dynamics • • On-demand customers are restricted to the number of customization Only on-site customers can make extensive customizations
  • 17. Comparison: Database Backup Recovery 2 key aspects to CRM data: (1) customer data and (2) the relationships between accounts, contacts, opportunities and all the other data • Free weekly backup recovery of your CRM data SugarCRM • Backup maintains all the CRM relationships. • Easy for any customer to store this backup in a local database in any format • Monthly raw object text (flat file in csv format) backups Salesforce.com • Backup loses all the CRM relationships • Almost impossible for any customer to store this backup in a local database. • CRM online: no scheduled backups Microsoft • CRM online: export CRM data to excel (flat file) but this is hard to restore into a relational database format Dynamics • CRM 4.0 on-premise: keep backup of database on separate server (extra server cost) Note: Everybody does multiple daily backups of their on-demand customer data
  • 18. Comparison: Integration Limitations I Callouts and Logic Hooks SugarCRM • Professional • Enterprise No Limitations No Limitations • Contact Manager Not allowed • Group Not allowed Salesforce.com • Professional Not allowed • Enterprise Limited • Unlimited Limited Microsoft • CRM online Not allowed Dynamics • CRM 4.0 on-premise No Limitations
  • 19. Comparison: Integration Limitations II Web Services APIs SugarCRM • Professional • Enterprise No Limitations No Limitations • Contact Manager Not allowed • Group Not allowed Salesforce.com • Professional • Enterprise Limited and at extra cost Limited • Unlimited Limited Microsoft • CRM online No Limitations Dynamics • CRM 4.0 on-premise No Limitations
  • 20. Comparison: Custom Modules, Fields and Workflows • Easy to use “Studio and Module Builder” SugarCRM • No developer skills required • No limits on custom fields, modules and workflows • Easy to use “Studio” Salesforce.com • No developer skills required • Limit of only 200 custom objects, workflow available only with Enterprise edition • “Point and click” customizations Microsoft • Limit of only 100/200* custom objects and workflows Dynamics • CRM online does not allow for custom objects and workflows *100 for Professional Edition and 200 for Enterprise Edition
  • 21. Comparison: Implementation Technical Skills Some integrations with other applications may require technical skills. For this, the key questions are: what are these skills and can they be leveraged with other projects? This points to the hidden cost of different applications SugarCRM Salesforce.com Microsoft Force.com PHP .NET code $55-$75/hr $100- 145/hr $150 – 200/hr Force.com MySQL SQL Server database $60-90/hr $100 – 125/hr $150 – 200/hr Skills can Skills Skills can be cannot be be leveraged leveraged in leveraged in other other in other projects projects projects
  • 22. Comparison: Workflow and Reports Feature SugarCRM Salesforce.com Professional Enterprise Custom Objects No limitations 200 SugarCRM does not restrict customers use of advanced Mass Email No limitations 250 at a time functionaltiy: Custom Reports No limitations 15/user • Workflow is only available with Salesforce’s Enterprise Edition. API Calls No limitations 1000/user •Salesforce’s hidden costs kick Audit Logging No limitations 20 fields max in when customers are deeply integrated and cost of migration would be prohibitive Callouts or Logic No limitations 10/user-day Hooks • SugarCRM does not have to put any restrictions because Workflow Filters No limitations 6 Sugar customers get their own database. Salesforce customers on the other hand Custom No limitations 6 share a database (multi-tenant Views/Queries database model), limiting the flexibility the customer has. Custom Reports No limitations 6 Filters
  • 23. Comparison: 3rd Party Applications SugarCRM Free Commercial SugarCRM provides customers 4,917 165 with: 100% Open Source 100% Open Source • An unparalleled volume of addons Salesforce.com • A commitment to open source Free Commercial • The ability to customize all add-ins 371 482 • More than 75 language packs 0% Open Source 0% Open Source Microsoft Dynamics Free Commercial 0 97 0% Open Source 0% Open Source
  • 25. SugarCRM – More Flexibility, Greater Control, Better Price