A Comparative Analysis of Functionalities of Salesforce.com, mySAP.com, and SiebelCRM

A Comparative Analysis of Functionalities of Salesforce.com, mySAP.com, and SiebelCRM

Vandana Ahuja (Jaypee Institute of Information Technology, India)
Copyright: © 2013 |Pages: 11
DOI: 10.4018/978-1-4666-3966-9.ch028
OnDemand PDF Download:
$30.00
List Price: $37.50

Abstract

Customer Relationship Management or CRM is an enterprise-wide initiative which belongs to all areas of an organization. It reflects the comprehensive strategy and process of acquiring, retaining, and partnering with selective customers to create superior value for the company and the customer. In the era of IT-enabled relationship management, organisations have a host of CRM software products from which they can choose. These products come with different functionalities and support the different functions of a firm, thereby changing the face of global business today. In the era of so-called Cloud computing, support for web-based functionalities is the prime requisite for any CRM Software. This chapter attempts to compare functionalities of three well-established CRM Tools for Organisations: Salesforce.com, mySAPCRM and Siebel CRM.
Chapter Preview
Top

Introduction

Contemporary globalism has ushered in an era in which the words Business and Technology are inseparable. Customer Relationship Management (CRM) Technology offers the business world a host of solutions for process and revenue optimisation. Functionally, CRM applications can be categorised into three main segments: Sales Applications (Sales Force Automation Solutions), Marketing Applications (Campaign Management), and Customer Service and Support (CSS) Applications. Availability of a diverse range of software applications helps to streamline enterprise functions and save invaluable time and resources for organisations. Issues under consideration at the time of CRM tool selection include Functionalities, Legacy System Integration, Technologies used in the tool, performance under critical solutions, security issues, and scalability. Decisions have been made easier in the era of the Cloud. As business applications are moving to the Cloud, the shift from traditional software models to the Internet has steadily gained ground. With the advent of Cloud computing, companies pay for what they need, as the shared infrastructure implies usage of the services like a utility, wherein companies pay only for what they need with options for scalability and automatic upgrades.

Each CRM solution should essentially have three main components: Operational CRM involves process management technologies; Analytical CRM involves business performance management technologies; and Collaborative CRM involves business collaboration management technologies. This chapter evaluates significant functions which any CRM Software needs to perform for an organisation, and further proceeds to conduct detailed studies of three well-established CRM Tools for Organisations: Salesforce.com, mySAPCRM and Siebel CRM, and subsequently compares the tools.

Complete Chapter List

Search this Book:
Reset