SMB On-Demand CRM Comparison Guide. January 2012

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1 SMB On-Demand CRM Comparison Guide January 2012

2 Overview Vendor Product Target Environment SMB Team/Department Basic Pricing How To Buy Year Founded Financials Partner Eco System Premium Edition Yes Yes $19.95 per month Direct, Resellers 2002 Privately held Customer base of 12,000+ companies worldwide CRM Live Yes Yes $49.00 per user/month 1 to 4 users; $39.00 per user/month 5 users or more. VARs 1995 Privately held Worldwide offices and business partners; 120,000+ global customers Yes Yes Starts at $44.00 per user/month Direct 1975 NASDAQ: MSFT Global partner network; Technology partners include majority of major hardware companies. NetSuite CRM+ Yes Yes $ per user/month VARs, 1998 NYSE: N Global partner network; over 10,000 organizations use their cloud application suite. Oracle CRM on Demand Yes Yes $95.00 single user/month Standard Edition Direct 1982 NASDAQ: ORCL 345,000+ customers and partners worldwide. Sage SageCRM.com Yes Yes Starts at $69.00 per user/month Direct 1982 Parent: Sage Group plc 28,000 global business partners; over 6.3 million users worldwide SalesBoom On Demand CRM Yes Yes Starts at $45.00 per user/month; $240 per year Team Edition VARs, 2002 Private Over 95,000 subscribers and 5,800 customers in over 158 countries. SalesForce SalesForce Yes Yes $15.00 per user/month Group Edition Sales Cloud; $65.00 per user/month Professional Edition Service Cloud Direct 1999 NYSE: CRM 100,000+ global customers SAP Business ByDesign Yes Yes $ per user per month; minimum 10 users VARs, 1972 NYSE: SAP 1,200 global channel partners; 2,400 global business partners SugarCRM Sugar CRM Yes Yes $ per user/year Professional Edition for SMBs and Teams Zoho Zoho CRM Yes Yes Free for 3 users; $12.00 per user/month Professional Edition VARs, VARs, 2004 Privately held Over 7,000 global customers; Global partner network 1996 Privately held 40,000 customers worldwide Comparison Guide SMB On-Demand CRM 2

3 Features Vendor Product Current Version Basic Functions ADVANCED FEATURES - Sales ADVANCED FEATURES - Marketing Customer Service/Support Premium Edition Sales, Marketing, Service Contact, Lead, Quotes Campaign, marketing, Marketing reporting Customer activity CRM Live 2011 Sales, Marketing, Service, Workflow Contact, Lead, Lead qualification, Sales forecasting, Quotes, Sales analytics, Territory, Account, Opportunity, Sales collaboration tracking, Marketing analytics, Marketing reporting, forms capabilities, Campaign ROI, Market segmentation Case, Workflow automation, Analytics, Reporting 2011 Sales, Service, Marketing, Workflow, System customization, offline synchronization Quotes, Pipeline, Sales analytics, Territory, Account tracking, Marketing reporting, Campaign tracking, Target customer/group Case, Customer activity, Activity scheduling NetSuite CRM+ Sales, Marketing Lead, Sales forecasting, Quotes, Territory Oracle CRM on Demand 19 Sales, Marketing, Service Contact, Lead, Sales forecasting, Sales analytics, Account, Opportunity, Sales collaboration tracking, Marketing analytics, Marketing reporting, forms capabilities, Lead assignment, Target customer/group tracking, Lead assignment Warranty, Service, Call center/cti Sage SageCRM.com 7.0 Sales, Marketing, Service Sales forecasting, Quotes, Sales analytics, Territory, Account Campaign, marketing, Campaign tracking, Outbound call Case, Service, Analytics, Reporting, Customer data access SalesBoom On Demand CRM 8 Sales, Marketing, Service Contact, Lead, Sales forecasting, Quotes, Revenue forecasts, Account, Commission, Opportunity Campaign, marketing, Event, Response tracking Case, Workflow automation, Service, Activity scheduling, Analytics, Reporting, Call center/cti SalesForce Salesforce Sales, Marketing with Sales Cloud; Customer service with Service Cloud Contact, Lead, Lead qualification, Sales forecasting, Quotes, Sales analytics, Territory, Account, Opportunity tracking, Marketing analytics, Marketing reporting, lead capture, Campaign tracking, Lead assignment Case, Workflow automation, Activity scheduling, Analytics, Call center/cti SAP Business ByDesign Sales, Marketing, Service Contact, Lead, Lead qualification, Sales forecasting, Quotes, Pipeline, Sales analytics, Account, Opportunity SugarCRM Sugar CRM 6 Sales, Marketing, Service, Workflow Lead, Sales forecasting, Quotes, Account Campaign, Response tracking, Marketing analytics, Campaign tracking, Lead assignment, Target customer/group, Market segmentation Campaign Case, Customer activity, Analytics, Customer data access Case, Workflow automation Zoho Zoho CRM Sales, Marketing, Service, Reporting, Inventory Contact, Lead, Sales forecasting, Quotes, Account Campaign design, Campaign, Response tracking, lead capture, forms capabilities, Campaign ROI, Lead assignment Case, Customer activity, Customer data access Comparison Guide SMB On-Demand CRM 3

4 On-Demand CRM Comparison Guide January 2012

5 Overview Vendor Product Target Environment(s) Small Mid-market Large Basic Pricing How To Buy Year Founded Financials Partner Eco System Aplicor CRM No Yes Yes From $89.00 per user/month Private Global clients in over 60 countries; channel partners Yes Yes Yes $49.00 per user/month Direct, Resellers 2002 Privately held Customer base of 12,000+ companies worldwide CRM Live Yes Yes No Contact vendor VARs 1995 Privately held Worldwide offices and business partners; 120,000+ global customers Yes Yes Yes Starts at $44.00 per user/month; agreement volume licensing available NASDAQ: MSFT Global partner network; Technology partners include majority of major hardware companies. NetSuite CRM+ Yes Yes Yes $ per user/month 1998 NYSE: N Global partner network; over 10,000 organizations use their cloud application suite. Oracle CRM on Demand Yes Yes Yes $130 per month for single-user edition; starts at $75 per user per month for multiple users NASDAQ: ORCL 345,000+ customers and partners worldwide. RightNow RightNow CX No No Yes $110 per user/month 1997 NASDAQ: RNOW 2,000 global customers Sage SageCRM.com Yes Yes Yes Starts at $69.00 per user/month Direct 1982 Parent: Sage Group plc 28,000 global business partners; over 6.3 million users worldwide SalesBoom On Demand CRM Edition Yes Yes No $95.00 per user/month 2002 Private Over 95,000 subscribers and 5,800 customers in over 158 countries. SalesForce SalesForce Edition Yes Yes Yes $ per user/month; unlimited $ per user/month; Integrated service features priced separately. Direct 1999 NYSE: CRM 100,000+ global customers SAP Business ByDesign Yes Yes No $ per user per month; minimum 10 users 1972 NYSE: SAP 1,200 global channel partners; 2,400 global business partners SugarCRM Sugar CRM Yes Yes Yes Sugar Corporate $540 per user/year; Sugar $720 per user/year; Sugar Ultimate $1,200 per user/year Zoho Zoho CRM Yes Yes No $25.00 per user/month for Edition 2004 Privately held Over 7,000 global customers; Global partner network 1996 Privately held 40,000 customers worldwide Comparison Guide On-Demand CRM 2

6 Features Vendor Product Current Version Sales Functions Marketing Functions Customer Service/Support Functions Aplicor CRM 7.0 Contact, Lead, Sales forecasting, Sales analytics, Account Campaign, Response tracking, Campaign ROI Customer data access Contact, Lead, Quotes Campaign, marketing, Marketing reporting Customer activity CRM Live 2011 Contact, Lead, Lead qualification, Sales forecasting, Quotes, Sales analytics, Territory, Account, Sales collaboration tracking, Marketing analytics, Marketing reporting, forms capabilities, Campaign ROI, Market segmentation Case, Workflow automation, Analytics, Reporting 2011 Quotes, Pipeline, Sales analytics, Territory, Account tracking, Marketing reporting, Campaign tracking, Target customer/group Case, Customer activity, Activity scheduling NetSuite CRM+ Lead, Sales forecasting, Quotes, Territory Oracle CRM on Demand 19 Contact, Lead, Sales forecasting, Sales analytics, Account, Sales collaboration tracking, Marketing analytics, Marketing reporting, forms capabilities, Lead assignment, Target customer/group tracking, Lead assignment Warranty, Service, Call center/cti RightNow RightNow CX Contact, Sales analytics, Account, Opportunity marketing, Response tracking, Campaign ROI, Campaign tracking, Outbound call Analytics, Reporting, Customer data access Sage SageCRM.com 7.0 Sales forecasting, Quotes, Sales analytics, Territory, Account Campaign, marketing, Campaign tracking, Outbound call Case, Service, Analytics, Reporting, Customer data access SalesBoom On Demand CRM Edition 8 Contact, Lead, Sales forecasting, Quotes, Revenue forecasts, Account, Commission Campaign, marketing, Event, Response tracking Case, Workflow automation, Service, Activity scheduling, Analytics, Reporting, Call center/cti SalesForce Salesforce Edition Contact, Lead, Lead qualification, Sales forecasting, Quotes, Sales analytics, Territory, Account tracking, Marketing analytics, Marketing reporting, lead capture, Campaign tracking, Lead assignment Case, Workflow automation, Activity scheduling, Analytics, Call center/ CTI Comparison Guide On-Demand CRM 3

7 Features Vendor Product Current Version Sales Functions Marketing Functions Customer Service/Support Functions SAP Business ByDesign Contact, Lead, Lead qualification, Sales forecasting, Quotes, Pipeline, Sales analytics, Account Campaign, Response tracking, Marketing analytics, Campaign tracking, Lead assignment, Target customer/group, Market segmentation Case, Customer activity, Analytics, Customer data access SugarCRM Sugar / Ultimate 6 Lead, Sales forecasting, Quotes, Account Campaign Case, Workflow automation Zoho Zoho CRM Contact, Lead, Sales forecasting, Quotes, Account Campaign design, Campaign, Response tracking, lead capture, forms capabilities, Campaign ROI, Lead assignment Case, Customer activity, Customer data access About Ziff Davis Ziff Davis, Inc. is a leading digital media company specializing in the technology market, reaching over 40 million highly engaged in-market buyers and influencers every month. Ziff Davis sites, which feature trusted and comprehensive evaluations of the newest, hottest products, and the most advanced ad targeting platform. Ziff Davis B2B Focus, Inc. is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors. More information on Ziff Davis can be found at ziffdavis.com. Comparison Guide On-Premise Web Conferencing Comparison Guide v

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