CRM Survey - Excel by iwk13816

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									                                                                       The CAmagazine 2006 CRM Survey                                                                             1


                                                             BizAutomation CRM
                                                                 + Business
Question                                     ACT!               Management           Centric CRM         Commence RM           Epicor CRM 7.3.6    Epicor CRM 8.4.1      Exact e-Synergy



                                       ACT! by Sage 2007
                                        (9.0) and ACT! by
                                       Sage Premium for     BizAutomation CRM +
Product                               Workgroups 2007 (9.0) Business Management       Centric CRM        Commence RM              CRM 7.3.6           CRM 8.4.1          Exact e-Synergy
                                                                                                          Commence
Vendor                                   Sage Software        BizAutomation.com       Centric CRM         Corporation           Epicor Software     Epicor Software       Exact Software
Version                                        9                      4                   4.1                  3.5                   7.3.6               8.4.1                 363
                                                             Late Q4-2006 to Early
Release date (mmm-yy)                       Sep-06                 Q1-2007              Sep-06               Sep-06                 Dec-05              Jun-06                Jul-06


Contact

Name                                  ACT! Sales & Support       Carl Zaldivar       Michael Harvey     Commence Sales         Melissa Almquist    Melissa Almquist           Sales
                                        877-501-4496 (< 5
                                       copies) 866-421-7752
                                      (corporate licensing, 5
Telephone                                    copies+)            408-705-4370           757-627-8977         732-380-9100   952-417-5000         952-417-5000             888-210-5717
                                      customerinquiry@act.c carl@bizautomation.co mharvey@centriccrm.c
Email                                           om                     m                     om                             malmquist@epicor.com malmquist@epicor.com info@exactsoftware.ca
                                                              www.bizautomation.co http://www.centriccrm.c
Website                                    www.act.com                 m                     om            www.commence.com    www.epicor.com       www.epicor.com     www.exactsoftware.ca

Cost (Canadian dollars) for typical
implementation

                                                                                                                                                                        Includes workflow,
                                         (based on ACT!                                                                                                               document mgmt, HRM,
Licence based                               Premium)                                                                                                                   project management
 Average cost per user                       $400                    $399                $400                 $495                  $1,500              $1,500               $1,500
 Average number of users                       12                     10                  100                  10                     20                  50                   20
   Average cost                              $4,800                 $3,990              $40,000              $4,950                $30,000             $75,000               $30,000
   Average Implementation costs /
licence costs                                                        0.50                3.00                 0.25                   0.50                0.50                  0.75
 Average implementation costs                  $0                   $1,995             $120,000              $1,238                $15,000             $37,500               $22,500
   Total                                     $4,800                 $5,985             $160,000              $6,188                $45,000             $112,500              $52,500
ASP (Application service provider)
based                                                                                                 $65 per user per month




          Prepared by 180 Systems
                                                                   The CAmagazine 2006 CRM Survey                                                                    2


                                                          BizAutomation CRM
                                                              + Business
Question                                     ACT!            Management        Centric CRM       Commence RM       Epicor CRM 7.3.6   Epicor CRM 8.4.1     Exact e-Synergy




 Recurring costs
   Average annual fee / user                                                        $50
   Average number of users                                       10                  10

   Average storage and other fees                                                    $0
     Total                                                                         $500
 One-time costs                                                500.00
   Average implementation fees                                 $1,000

   Average setup fees                                            $25
     Total                                                     $1,025                $0
   NPV over 5 years (discount rate of
10%)                                                                              $2,039



Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management                           Yes                Yes                 Yes               Yes                Yes                Yes                   Yes
Sales force automation                       Yes                Yes                 Yes               Yes                Yes                Yes                   Yes
Marketing automation                         Yes                Yes                 Yes               Yes                Yes               Partly                 Yes
Services management                       Third party           Yes                 Yes               Yes             Third party        Third party              Yes
Call centre                               Third party           Partly              Yes               Yes                Yes                Yes                   Yes
Knowledge management                      Third party           Yes                 Yes               Yes                Yes                Yes                   Yes
Business intelligence                     Third party           Yes                 Yes               Yes                Yes                 No                   Yes
Financial system                             Yes                Yes              Third party           No                Yes                 No                   Yes
Distribution system                       Third party           Yes              Third party          Yes                Yes                 No                   Yes
Manufacturing system                      Third party            No              Third party          Yes                Yes                 No                   Yes


Profile
                                        Newcastle-Upon-
World head office                         Thyme, UK       Redondo Beach, CA   Norfolk, VA, USA   New Jersey, USA      Irvine, CA         Irvine, CA      Delft, The Netherlands
Canadian head office                    Mississauga, ON                                                            Mississauga, ON    Mississauga, ON     Cambridge, Ontario




          Prepared by 180 Systems
                                                                       The CAmagazine 2006 CRM Survey                                                           3


                                                               BizAutomation CRM
                                                                   + Business
Question                                        ACT!              Management       Centric CRM   Commence RM   Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy


                                            Sage Group plc
                                          supports more than
no. of customers - worldwide - all         4.5M customers
products                                      worldwide              1,200            5,000         17,000          21,000             21,000               -
no. of customers - worldwide - this         More than 2.5M
product                                    registered users          1,200            5,000         15,000          6,100               500                 -
no. of customers - Canada - all
products                                                              140              500          1,200            400                400            Approx. 600
no. of customers - Canada - this
product                                                               140              500           900             250                15             Approx. 45
Revenue 2005 - CAD - all products                                                                                   $350M              $350M            $319.1M
Revenue 2005 - CAD - this product                                                                                   $27M               $15M              $25.6M
Revenue 2004 - CAD - all products                                                                                    $3M               $300M            $301.9M
Revenue 2004 - CAD - this product                                                                                   $25M               $10M


Target market



Average revenue/customer (CAD)                                                       $50,000                        $20M               $50M           $10M - $100M
                                             1- 10 43%
                                            11 - 100 36%
                                           101 - 1000 14%
Average no. of employees/customer            1,001+ 7%                20               500                           100                200             30 - 300



Industry classification based on the
North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
  11 Agriculture, forestry, fishing and
hunting                                          2%                                                                                                        2%
 21 Mining                                       0%                                                                                                        0%
 22 Utilities                                    2%                                                                                                        1%
 23 Construction                                10%                                                  5%                                                   22%
 31-33 Manufacturing                            14%                                   10%            3%              25%                25%               27%
 42 Wholesale trade                             10%                                   10%                            5%                 5%                 8%




         Prepared by 180 Systems
                                                         The CAmagazine 2006 CRM Survey                                                        4


                                                 BizAutomation CRM
                                                     + Business
Question                                  ACT!      Management       Centric CRM   Commence RM   Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy


 44-45 Retail trade                       19%                           10%                            25%                25%                7%
 48-49 Transportation and
warehousing                               2%                            15%            1%              5%                 5%                 2%
 51 Information                                                         10%           15%              25%                25%                7%
 52 Finance and insurance                 10%                                          2%              5%                 5%                 1%

  53 Real estate and rental and leasing   3%                                           2%                                                    2%
  54 Professional, scientific, and
technical services                                                      10%           10%              5%                 5%                 4%
  55 Management of companies and
enterprises                                                                           10%                                                    1%
  56 Administrative and support and
waste management and remediation
services                                  10%                                                                                                0%
 61 Education services                    3%                            10%            1%                                                    2%

  62 Health care and social assistance    9%                            10%            1%                                                    4%
  71 Arts, entertainment, and
recreation                                6%                                                                                                 1%

  72 Accommodation and food services                                    15%                                                                  1%
  81 Other services (except public
administration)                                                                                                                              3%
 92 Public administration                                                                              5%                 5%                 6%
   Total                                  100%                          100%          50%             100%               100%              100%


Technology
Database (approximate % of
implementations)
 Microsoft SQL Server                     100%         Yes              50%           10%             100%               100%              100%
 Oracle                                                                 10%
 Pervasive SQL
 IBM DB2                                                                15%
 Sybase
 Informix
 Access
 Btrieve
 Proprietary                                                                          90%



            Prepared by 180 Systems
                                                                             The CAmagazine 2006 CRM Survey                                                                      5


                                                                     BizAutomation CRM
                                                                         + Business
Question                                           ACT!                 Management       Centric CRM    Commence RM           Epicor CRM 7.3.6      Epicor CRM 8.4.1   Exact e-Synergy


 FoxPro
 Progress
 Other                                                                                      25%
  Total                                           100%                                      100%              100%                  100%                 100%                100%
Networks supported (approximate % of
implementations)
 Microsoft                                        100%                     Yes              50%               100%                  100%                 100%                100%
 Linux                                                                                      50%
 Unix
 AIX
 Novell Netware
 IBM AS/400 (OS/400)
 Other
  Total                                           100%                                      100%              100%                  100%                 100%                100%



Development tools used to build           built with Visual Studio                                                                                                     Visual Basic, ASP,
application                                   .NET, using C#                                Java                                     C++                VS .NET               .Net



                                           Accounting links to
                                           Peachtree, Simply
                                              Accounting,                                                                                                                 Exact Globe
                                          BusinessWorks, MAS                                                                                                            Enterprise, Exact
Integration with ERP or accounting         90 and Quickbooks                                                                   Epicor Enterprise,                      Macola ERP, Exact
systems - which?                                available                                                      Yes            Vantage and Avante          No           MAX, Great Plains
% of application available from               ACT! by Sage
browser, not including use of Citrix or   Premium for Web 2006
Terminal Services                             available soon                                100%                                     10%                  0%                 100%

                                         ACT! by Sage
                                     Premium for Web 2006
 Expected date for Web-based version    available in Q106                                 Shipping     Available as of 5/06      Version 8.4.1           Today             Released
Available from application service
provider                                                                                    Yes                                       No                  No                  No




          Prepared by 180 Systems
                                                                                The CAmagazine 2006 CRM Survey                                                        6


                                                                       BizAutomation CRM
                                                                           + Business
Question                                             ACT!                 Management       Centric CRM    Commence RM   Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy



                                              2.5 Million registered
                                             users and over 35,000
 Approx. no. of implementations                corporate accounts                             5000            20             5000+               75


Features
Business intelligence                             Third party                 Yes                             Yes             Yes                No                Yes

  Analyse performance related to CRM              Third party                 Yes              Yes            Yes             Yes                Yes               Yes
  KPIs                                            Third party             By next year         Yes            Yes             Yes                No                Yes
  Forecasts of customer behaviour                 Third party                 Yes          By next year      Partly           Yes                Yes              Partly
Contact management                                    Yes                     Yes                             Yes             Yes                Yes               Yes
 Multiple criteria used to create list for
mail merge                                            Yes                     Yes              Yes            Yes             Yes                No                Yes
 Mass update noting all clients that
were updated                                          Yes                     Yes              Yes            Yes             Yes                No                Yes
  Multiple addresses per contact                      Yes                     Yes              Yes            Yes             Yes                Yes               Yes
  Identify potential duplicates for new
contact                                               Yes                     Yes              Yes            Yes             Yes                Yes               Yes
  Duplicate merge process                             Yes                     Yes              No             Yes             Yes                Yes               Yes
  Audit trail                                         Yes                    Partly                           Yes             Yes                Yes               Yes

   Date and person making change                      Yes                     Yes              Yes            Yes             Yes                Yes               Yes
   Full audit trail with what was
changed                                               Yes                 By next year         Yes           Partly           Yes                Yes               Yes
  Unlimited follow-ups with contact                   Yes                     Yes              Yes            Yes             Yes                Yes               Yes
  Unlimited notes per contact with
date/time stamp                                       Yes                     Yes              Yes            Yes             Yes                Yes               Yes

  Search for embedded text in notes                   Yes                     Yes              Yes           Partly           Yes                Yes               Yes
  Two steps to delete contact                         Yes                     Yes              Yes            Yes             Yes                Yes               Yes
Contact hierarchy                                     Yes                     Yes                                             Yes                Yes               Yes

   2 levels - organization and
employees (e.g., might want to view all
lawyers in a specific legal firm)                     Yes                     Yes              No             Yes             Yes                Yes               Yes




           Prepared by 180 Systems
                                                                The CAmagazine 2006 CRM Survey                                                          7


                                                       BizAutomation CRM
                                                           + Business
Question                                   ACT!           Management         Centric CRM    Commence RM   Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy



    Default address information from
organization - but can override             Yes               Yes                Yes            Yes             Yes                Yes               Yes
  3 levels - organization / location /
employee                                    Yes               Yes                Yes            Yes             Yes                Yes               Yes
French version                              Yes           By next year           Yes            No              Yes             Third party          Yes
 Screens                                    Yes                                  Yes            No              Yes             Third party          Yes
 Reports                                    Yes                                  Yes            No              Yes             Third party          Yes
 Documentation                              Yes                                  Yes            No              Yes             Third party         Partly
Integration
 XML enabled                               Partly             Yes                Yes            Yes             Yes                Yes               Yes
 Import processor                           Yes           Customization          Yes            Yes             Yes             Third party          Yes



  API (application programming
interface)                                  Yes           By next year           Yes            Yes             Yes                Yes               Yes
Marketing automation                        Yes               Yes                Yes            Yes             Yes                Yes               Yes
  Record temporary contact
information and later convert to
prospect                                    Yes               Yes                Yes            Yes             Yes                Yes               Yes
 Permission based                           Yes               Yes                Yes            Yes             Yes                Yes               Yes
 Scripts for direct marketing                No               Yes             Third party      Partly           Yes                 No               Yes

                                                       No - Using Exchange
                                                        SMTP Services for
                                                           email blasts is
                                                         considered a bad
                                                          practice both by
                                                           Microsoft and
                                                        BizAutomation and
  Use Microsoft Exchange Server for e-                   can damage the
mail blasts                                 Yes          Exchange server     By next year       Yes             Yes                Yes               Yes
  Use an SMTP Server for e-mail
blasts                                      Yes               Yes                Yes            Yes             Yes                Yes               Yes
  E-mail history stored in CRM
database                                    Yes               Yes                Yes            Yes             Yes                Yes               Yes
  Campaign management                       Yes               Yes                Yes            Yes             Yes                Yes               Yes
  Auto responders - scan lead and
forward to appropriate recipient         Third party          Yes                Yes            Yes             Yes                Yes               Yes




           Prepared by 180 Systems
                                                                  The CAmagazine 2006 CRM Survey                                                        8


                                                         BizAutomation CRM
                                                             + Business
Question                                     ACT!           Management       Centric CRM    Commence RM   Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy

  Mass emails - no restrictions on
number sent                                  Partly            Yes               Yes            Yes             Yes                Yes               Yes

Multiple relationships for each contact       Yes              Partly            Yes            Yes             Yes                Yes               Yes
 Primary relationship                         Yes              Yes               Yes            Yes          Third party           Yes               Yes
 Four secondary relationships                 Yes               No               Yes            Yes          Third party           Yes               Yes
  Ten secondary relationships                 Yes              Yes               Yes            Yes          Third party           Yes               Yes
  Each relationship is a contact (set up
once)                                         Yes              Yes               Yes            Yes          Third party           No                Yes
Online

  E-commerce - orders, check status…           No              Yes               Yes           Partly           Yes                No                Yes
  Self-serve - access product support
information…                                   No              Yes               Yes            Yes             Yes                Yes               Yes
 Prospects respond online                      No              Yes               Yes            Yes             Yes                No                Yes
 Register for seminars                         No              Yes           By next year       No              Yes                Yes               Yes
Order processing                              Yes              Yes               Yes            Yes             Yes                Yes               Yes
 Quotes                                       Yes              Yes               Yes            Yes             Yes                Yes               Yes
 Orders                                       Yes              Yes               Yes            Yes             Yes                Yes               Yes
 Invoices                                     Yes              Yes               Yes            Yes             Yes                Yes               Yes
Sales force automation                        Yes              Yes               Yes            Yes             Yes                Yes               Yes
 Track status of opportunity                  Yes              Yes               Yes            Yes             Yes                Yes               Yes
 Proposal generation                          Yes              Yes               Yes            Yes             Yes                Yes              Partly
Security                                      Yes              Yes               Yes            Yes             Yes                Yes               Yes
 By employee                                  Yes              Yes               Yes            Yes             Yes                Yes               Yes
 By role                                      Yes              Yes               Yes            Yes             Yes                Yes               Yes
Services management                            No              Yes               Yes            Yes          Third party           No                Yes
 Maintain contract                             No              Yes               Yes            Yes             Yes                No                Yes

  Can forward/re-assign support calls         Yes              Partly            Yes            Yes             Yes                Yes               Yes
  Reason codes - for analysis of
problems                                   Third party         Yes               Yes            Yes          Third party           Yes               Yes
 Link emails to ticket/call                   Yes              Yes           By next year       Yes             Yes                Yes               Yes
 Escalations based on rules                   Yes              Yes               Yes           Partly           Yes                Yes               Yes
  Close out multiple incidents at the
same time if they all relate to the same
problem                                       Yes               No           By next year       Yes             Yes                Yes           Customization



           Prepared by 180 Systems
                                                                    The CAmagazine 2006 CRM Survey                                                           9


                                                           BizAutomation CRM
                                                               + Business
Question                                       ACT!           Management       Centric CRM     Commence RM     Epicor CRM 7.3.6   Epicor CRM 8.4.1   Exact e-Synergy



  Ability to set priorities and severities      Yes              Yes               Yes             Yes               Yes                Yes               Yes
  Dispatching                                   Yes              Yes               Yes              No            Third party           No               Partly
Synchronization
  Palm Pilot                                    Yes                            By next year        Yes                No                No             Third party
  Windows CE                                    Yes                            By next year        Yes                No                Yes               Yes
  BlackBerry                                 Third party                           Yes             Yes                No                Yes            Third party
  Microsoft Outlook                             Yes              Yes               Yes             Yes               Yes                Yes               Yes
  Lotus Notes                                   Yes                            By next year         No               Yes                Yes                No
  Only business (not personal)
contacts                                        Yes                            Customization                         Yes                Yes               Yes
Call centre automation                           No                                Yes             Yes            Third party           No             Third party
  Computer telephony integration                 No          Customization         Yes            Partly          Third party           No             Third party
  Predictive dialers                             No          Customization     Customization                      Third party           No             Third party
  Pop up name on incoming call with
authorization from contact                       No          Customization         Yes         Customization      Third party           No             Third party
  Statistics, including call duration            No          Customization         Yes             Yes            Third party           No             Third party
Technology
  Multi-user                                    Yes              Yes               Yes             Yes               Yes                Yes               Yes
  XML enabled                                  Partly            Yes               Yes             Yes                No                Yes               Yes
  Three-tier architecture                        No              Yes               Yes             Yes                No                Yes               Yes
 Customizable                                   Yes              Yes               Yes             Yes               Yes                Yes               Yes
   Different view of screens by
employee or role                                Yes              Yes               Yes             Yes               Yes                Yes               Yes
    Without changing source code                Yes              Yes               Yes             Yes               Yes                Yes               Yes
    Add user-defined fields                     Yes              Yes               Yes             Yes               Yes                Yes               Yes
      Unlimited                                 Yes              Yes           Customization       Yes               Yes                Yes                No
    Defaults                                    Yes              Yes               Yes             Yes               Yes                Yes               Yes
    Validation                                  Yes              Partly            Yes             Yes               Yes                Yes               Yes
    Move fields around screen                   Yes              Yes           By next year    Customization         Yes                Yes              Partly
     Change tab order of fields                 Yes              Partly        By next year        Yes               Yes                Yes              Partly
     Change fields to required, optional
or invisible                                    Yes              Partly        By next year    Customization         Yes                Yes               Yes
     Change field captions and
headings                                        Yes              Yes               Yes             Yes               Yes                Yes               Yes
     Add new sub-form and push
buttons                                         Yes          Customization     By next year    Customization         Yes                Yes           Customization



          Prepared by 180 Systems
                                                                                The CAmagazine 2006 CRM Survey                                                                                           10


                                                                     BizAutomation CRM
                                                                         + Business
Question                                             ACT!               Management                Centric CRM           Commence RM            Epicor CRM 7.3.6        Epicor CRM 8.4.1         Exact e-Synergy


    Apply to all or selected users                   Yes                                          By next year                Yes                     Yes                     Yes                      Yes
Work flow                                            Yes                                               Yes                                            Yes                     Yes                      Yes
  Alerts - e.g., if date for follow-up is
missed                                               Yes                      Yes                      Yes                    Yes                     Yes                     Yes                      Yes
  Electronic routings if approval
required                                             Yes                     Partly                    Yes                    Yes                     Yes                     Yes                      Yes



Name 1 to 3 unique or very
important features of your product




                                                                    All-in-one capability -
                                            Seamless online/offline BizAutomation is a         Action plans: Easily                                                  Email marketing and
                                            capabilities when used total e-business suite,    build "best practices"                                                  advanced surveys        HR centric application,
                                              with ACT! for Web;    containing an end-to-      into a standardized,                                                 .NET architecture with embedded with CRM,
                                            sync with Palm, Pocket   end pre-integrated       graphical workflow for       Support for       Integrated with Epicor opt-in and opt-out, click documents, workflow
Unique/important feature no. 1                  PC, BlackBerry            feature set.               any user          disconnected client       ERP solutions              tracking.             and projects




                                                                        Fusion (deep
                                                                      integration) with   Open Source: Easy to                                Email marketing and
                                              One-click export to   Microsoft Exchange, deploy & maintain; low                                 advanced surveys        Smart client, therefore  When implemented
                                              Microsoft Excel for  Microsoft Outlook, and  cost of ownership;                                .NET architecture with         feature rich         with Exact Globe
                                            easy data analysis and Outlook Web Access      flexible; enhanced              Complete          opt-in and opt-out, click presentation while Web- Enterprise, realtime
Unique/important feature no. 2                    reporting                (OWA)                  control                customization               tracking.            based operation.     web based CRM, etc.




          Prepared by 180 Systems
                                                                         The CAmagazine 2006 CRM Survey                                                                                  11


                                                              BizAutomation CRM
                                                                  + Business
Question                                    ACT!                 Management              Centric CRM         Commence RM         Epicor CRM 7.3.6        Epicor CRM 8.4.1        Exact e-Synergy




                                      Advanced contact        Survey management - Integrated Commerce
                                      management with          totally integrated with   Suite: Website                                                                           Project-based
                                   notes, history, reports,   CRM. Lets you conduct     authoring, content                                                                    accounting for service-
                                   groups, companies and        sophisticated static   management, and E-    Business Process   Customer self-service   Customer self-service based organizations,
Unique/important feature no. 3       opportunity tracking      and dynamic surveys commerce tied to CRM        Automation             portal                  portal           time entry and billing




         Prepared by 180 Systems
                                                                        The CAmagazine 2006 CRM Survey                                                                        12



                                      GoldMine Corporate                              Microsoft Dynamics -                         Sage CRM           Sage CRM,       Salesboom On-line
Question                                   Edition           Infor CRM Epiphany              CRM                NetSuite           SalesLogix        SageCRM.com         CRM & ERP




                                      GoldMine Corporate                              Microsoft Dynamics -                                            Sage CRM,       Salesboom On-line
Product                                    Edition            Infor CRM Epiphany             CRM                NetSuite       Sage CRM SalesLogix   SageCRM.com         CRM & ERP

Vendor                                FrontRange Solutions           Infor                 Microsoft          NetSuite, Inc.      Sage Software      Sage Software      Salesboom.com
Version                                Corporate Edition              7.0                    "3.0"                 11                  v7                 5.8                 8

Release date (mmm-yy)                       Jan-06           April 2006 - June 2006         Dec-05             Spring 2006           Sep-06             Feb-06           August 2006


Contact

Name                                      Kevin Smith         Patric Timmermans          Frank Falcone       Tracy Matsumoto     Sales & Support         Sales         Rami Hamoudah




Telephone                                888-603-3270         303-321-5681          877-568-2495         650-627-1181         800-643-6400            800-643-6400         877-276-7253
                                                         patric.timmermans@inf frank.falcone@microso tmatsumoto@netsuite. saleslogixinfo@saleslo info.sagecrmsolutions
Email                                 sales@goldmine.com          or.com                ft.com               com                 gix.com               @sage.com       rami@salesboom.com
                                                          www.infor.com/inforcr www.microsoft.com/cr
Website                                www.goldmine.com              m                     m           www.netsuite.com    www.saleslogix.com      www.sagecrm.com      www.salesboom.com

Cost (Canadian dollars) for typical
implementation




Licence based
 Average cost per user                       $700                                           $1,000                                    $795               $545
 Average number of users                      15                                              40                                       30                 21
   Average cost                             $10,500                                         $40,000                                  $23,850           $11,445
   Average Implementation costs /
licence costs                                0.75                                             1.00                                                       0.75
 Average implementation costs               $7,875                                          $40,000                                    $0               $8,584
   Total                                    $18,375                                         $80,000                                  $23,850           $20,029
ASP (Application service provider)
based




          Prepared by 180 Systems
                                                                      The CAmagazine 2006 CRM Survey                                                                         13



                                        GoldMine Corporate                        Microsoft Dynamics -                            Sage CRM         Sage CRM,        Salesboom On-line
Question                                     Edition         Infor CRM Epiphany          CRM                  NetSuite            SalesLogix      SageCRM.com          CRM & ERP


                                                                                                         NetSuite CRM+ -
                                                                                                          Includes 10 GB
 Recurring costs                                                                                              Storage
   Average annual fee / user                                                                                    $159                                   $828                $528
   Average number of users                                                                                       20                                     11                  23

   Average storage and other fees                                                                                $0                                   $1,200
     Total                                                                                                     $3,180                                $10,308             $12,144
 One-time costs
   Average implementation fees                                                                                                                        $3,000              $2,000
                                                                                                         ~1:1 with first year
   Average setup fees                                                                                       licence price                               $0
     Total                                                                                                                                            $3,000              $2,000
   NPV over 5 years (discount rate of
10%)                                                                                                                                                 $44,773             $51,353



Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management                             Yes                  Yes                   Yes                   Yes                  Yes               Yes                 Yes
Sales force automation                         Yes                  Yes                   Yes                   Yes                  Yes               Yes                 Yes
Marketing automation                           Yes                  Yes                   Yes                   Yes                  Yes               Yes                 Yes
Services management                            Yes                  Yes                   Yes                   Yes               Third party          Yes                 Yes
Call centre                                    Yes                  Yes                Third party              Yes                  Yes               Yes                 Yes
Knowledge management                       By next year             Yes                   Yes                   Yes                  Yes               Yes                 Yes
Business intelligence                       Third party             Yes                   Yes                   Yes                  Yes            Third party            Yes
Financial system                            Third party             Yes                   Yes                   Yes                  Yes               Yes                 Yes
Distribution system                             No                  Yes                   Yes                   Yes               Third party       Third party            Yes
Manufacturing system                            No                  Yes                   Yes                Third party          Third party       Third party            Yes


Profile
                                                                                                                                Newcastle-Upon-   Newcastle-Upon-
World head office                           Dublin, CA           Atlanta, GA      Redmond, WA, USA        San Mateo, CA           Thyme, UK         Thyme, UK       Halifax, NS, Canada
Canadian head office                       Toronto, ON          Toronto, ON         Mississauga, ON         Toronto, ON         Mississauga, ON   Mississauga, ON   Halifax, NS, Canada




          Prepared by 180 Systems
                                                                        The CAmagazine 2006 CRM Survey                                                                  14



                                          GoldMine Corporate                        Microsoft Dynamics -                   Sage CRM          Sage CRM,          Salesboom On-line
Question                                       Edition         Infor CRM Epiphany          CRM              NetSuite       SalesLogix       SageCRM.com            CRM & ERP




no. of customers - worldwide - all                                                                                                           Over 5 million
products                                       135,000               70,000                                   7,000         5 Million     customers worldwide         3,400
no. of customers - worldwide - this
product                                        130,000                                     7,500              6,000           7,300
no. of customers - Canada - all
products                                        3,000                                                          500
no. of customers - Canada - this
product                                         1,000                                                          400
Revenue 2005 - CAD - all products               $1.9M
Revenue 2005 - CAD - this product              $800,000
Revenue 2004 - CAD - all products               $1.9M
Revenue 2004 - CAD - this product              $750,000


Target market



Average revenue/customer (CAD)                $0-$500M                                                                    $10M - $500 M      $5M - $250M              $8M




Average no. of employees/customer               1 - 500                                                    500 or fewer     10 - 750           10-1,000                65



Industry classification based on the
North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
  11 Agriculture, forestry, fishing and
hunting                                          1%                                                                            No                 No                  Yes
 21 Mining                                       1%                                                                           Yes                 No                  Yes
 22 Utilities                                    2%                   5%                                                      Yes                Yes                  Yes
 23 Construction                                 3%                                                            1%             Yes                Yes                  Yes
 31-33 Manufacturing                             22%                  30%                                      5%             Yes                Yes                  Yes
 42 Wholesale trade                              4%                   5%                                      25%             Yes                Yes                  Yes




         Prepared by 180 Systems
                                                                        The CAmagazine 2006 CRM Survey                                                   15



                                          GoldMine Corporate                        Microsoft Dynamics -              Sage CRM      Sage CRM,    Salesboom On-line
Question                                       Edition         Infor CRM Epiphany          CRM             NetSuite   SalesLogix   SageCRM.com      CRM & ERP


 44-45 Retail trade                              9%                   15%                                    10%         Yes           Yes             Yes
 48-49 Transportation and
warehousing                                      6%                                                          2%          Yes           Yes             Yes
 51 Information                                  2%                                                          8%          Yes           Yes             Yes
 52 Finance and insurance                        11%                  25%                                    2%          Yes           Yes             Yes

  53 Real estate and rental and leasing          10%                                                         2%          Yes           Yes             Yes
  54 Professional, scientific, and
technical services                               1%                   15%                                    7%          Yes           Yes             Yes
  55 Management of companies and
enterprises                                      5%                                                          25%         Yes           Yes             Yes
  56 Administrative and support and
waste management and remediation
services                                         1%                                                                      Yes           No              Yes
 61 Education services                           3%                                                          5%          Yes           Yes             Yes

  62 Health care and social assistance           3%                                                          2%          Yes           Yes             Yes
  71 Arts, entertainment, and
recreation                                       2%                   5%                                     1%          Yes           Yes             Yes

  72 Accommodation and food services             12%                                                                     Yes           Yes             Yes
  81 Other services (except public
administration)                                  0%                                                          5%          Yes           Yes             Yes
 92 Public administration                        2%                                                                      Yes           Yes             Yes
   Total                                        100%                 100%                                   100%


Technology
Database (approximate % of
implementations)
 Microsoft SQL Server                            70%                  Yes                  100%                          90%          90%              Yes
 Oracle                                                               Yes                                   100%         10%           6%              Yes
 Pervasive SQL                                                        Yes                                                                              Yes
 IBM DB2                                                              Yes                                                              3%              Yes
 Sybase                                                               No                                                               1%              Yes
 Informix                                                             No                                                                                No
 Access                                                               No                                                                               Yes
 Btrieve                                                                                                                                               Yes
 Proprietary                                                                                                                                            No



            Prepared by 180 Systems
                                                                          The CAmagazine 2006 CRM Survey                                                                                        16



                                          GoldMine Corporate                            Microsoft Dynamics -                                  Sage CRM             Sage CRM,           Salesboom On-line
Question                                       Edition         Infor CRM Epiphany              CRM                    NetSuite                SalesLogix          SageCRM.com             CRM & ERP


 FoxPro                                                                                                                                                                                        No
 Progress                                                                                                                                                                                     Yes
 Other                                           30%                                                                                                                                    Yes - PostgreSQL
  Total                                         100%                                            100%                    100%                     100%                  100%
Networks supported (approximate % of
implementations)
 Microsoft                                       80%                    Yes                     100%                                             100%                   Yes                   Yes
 Linux                                                                  Yes                                             100%                                            No                    Yes
 Unix                                                                   Yes                                                                                             No                    Yes
 AIX                                                                    Yes                                                                                             No                    Yes
 Novell Netware                                  15%                                                                                                                    No                    Yes
 IBM AS/400 (OS/400)                                                    Yes                                                                                             No                    Yes
 Other                                           5%                                                                                                                     No
  Total                                         100%                                            100%                    100%                     100%
                                                                Mainly J2EE, various
                                                                 for integrating with
Development tools used to build                                legacy apps and points                           Oracle 10g database
application                                                           of contact         Visual Studio .NET     and application server       .NET, Delphi              .asp


                                                                                                                                                                   Sage ERP, Sage
                                                                                                                                                                  Accpac Advantage
                                                                                         Microsoft Dynamics                                                      Series, Sage Accpac
                                                                                         products and other                              Sage MAS ERP, Sage Pro Series, Sage MAS
                                                                                          EPR integrations                                 Accpac ERP, Great     90/200, JD Edwards,
Integration with ERP or accounting                                                       supplied with third-                            Plains, see Website for  Oracle financials,    Yes, SAP, Sage,
systems - which?                                Intuit           Various Infor ERP        party integrations          NetSuite                  full listing         Timerline 50      Microsoft, Dynamic3
% of application available from
browser, not including use of Citrix or                         All customer centric,
Terminal Services                               100%                most end-user               100%                    100%                     95%                   100%                  100%




 Expected date for Web-based version             N/A                 Available             Available today        100% Web-based          Web client available     Already exists             Live
Available from application service
provider                                                                Yes                      Yes                     Yes                      Yes                   Yes                   Yes




          Prepared by 180 Systems
                                                                           The CAmagazine 2006 CRM Survey                                                             17



                                             GoldMine Corporate                        Microsoft Dynamics -                 Sage CRM           Sage CRM,      Salesboom On-line
Question                                          Edition         Infor CRM Epiphany          CRM             NetSuite      SalesLogix        SageCRM.com        CRM & ERP


                                                                                                                              Limited,
                                                                                                                          SageCRM.com is
                                                                                                                         Sage's main hosted
 Approx. no. of implementations                                         100's                                             CRM application                           3400


Features
Business intelligence                            Third party             Yes                   Yes              Yes             Yes            Third party      Customization

  Analyse performance related to CRM                Yes                  Yes                   Yes              Yes             Yes            Third party          Yes
  KPIs                                              Yes                  Yes                   Yes              Yes             Yes            Third party          Yes
  Forecasts of customer behaviour                   Yes                  Yes                   Yes              No           Third party       Third party          Yes
Contact management                                  Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
 Multiple criteria used to create list for
mail merge                                          Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
 Mass update noting all clients that
were updated                                        Yes                  Yes                   Yes              Yes             Yes            By next year         Yes
  Multiple addresses per contact                    Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
  Identify potential duplicates for new
contact                                             Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
  Duplicate merge process                           Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
  Audit trail                                       Yes                  Yes                Third party         Yes             Yes                Yes              Yes

   Date and person making change                    Yes                                     Third party         Yes             Yes                Yes              Yes
   Full audit trail with what was
changed                                             Yes                                     Third party         Yes             Yes           Customization         Yes
  Unlimited follow-ups with contact                 Yes                  Yes                   Yes              Yes             Yes                Yes              Yes
  Unlimited notes per contact with
date/time stamp                                     Yes                  Yes                   Yes              Yes             Yes                Yes              Yes

  Search for embedded text in notes                  No                  Yes                   Yes              Yes             Yes                Yes              Yes
  Two steps to delete contact                       Yes                                        Yes              Yes             Yes                Yes              Yes
Contact hierarchy                                   Yes                  Yes                   Yes              Yes             Yes                Yes              Yes

   2 levels - organization and
employees (e.g., might want to view all
lawyers in a specific legal firm)                   Yes                                        Yes              Yes             Yes                Yes              Yes




           Prepared by 180 Systems
                                                                       The CAmagazine 2006 CRM Survey                                                            18



                                         GoldMine Corporate                        Microsoft Dynamics -                   Sage CRM      Sage CRM,      Salesboom On-line
Question                                      Edition         Infor CRM Epiphany          CRM               NetSuite      SalesLogix   SageCRM.com        CRM & ERP



    Default address information from
organization - but can override                 Yes                                        Yes                Yes            Yes            Yes                Yes
  3 levels - organization / location /
employee                                        Yes                                        Yes                Yes            Yes       Customization           Yes
French version                                  Yes                  Yes                   Yes                               Yes            Yes           Customization
 Screens                                        Yes                  Yes                   Yes                               Yes            Yes           Customization
 Reports                                        Yes                  Yes                   Yes                               Yes            Yes                Yes
 Documentation                                  Yes                                        Yes                               Yes            Yes                Yes
Integration
 XML enabled                                    Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
 Import processor                               Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
                                                                                                                                                        Yes - SOA Platform
                                                                                                                                                             with AJAX
  API (application programming                                                                                                                         programming for tools
interface)                                      Yes                  Yes                   Yes                Yes            Yes            Yes            development
Marketing automation                            Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
  Record temporary contact
information and later convert to
prospect                                        Yes                                        Yes                Yes            Yes            Yes                Yes
 Permission based                               Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
 Scripts for direct marketing                   Yes                  Yes                   Yes            Customization      Yes        By next year           Yes




  Use Microsoft Exchange Server for e-
mail blasts                                     Yes                  Yes                   Yes                 No            Yes            Yes                Yes
  Use an SMTP Server for e-mail
blasts                                          Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
  E-mail history stored in CRM
database                                        Yes                  Yes                Third party           Yes            Yes            Yes                Yes
  Campaign management                           Yes                  Yes                   Yes                Yes            Yes            Yes                Yes
  Auto responders - scan lead and
forward to appropriate recipient                Yes                  Yes                   Yes                Yes            Yes            Yes                Yes




           Prepared by 180 Systems
                                                                         The CAmagazine 2006 CRM Survey                                                           19



                                           GoldMine Corporate                        Microsoft Dynamics -                   Sage CRM       Sage CRM,      Salesboom On-line
Question                                        Edition         Infor CRM Epiphany          CRM               NetSuite      SalesLogix    SageCRM.com        CRM & ERP

  Mass emails - no restrictions on
number sent                                       Yes                  Yes                   Yes                Yes            Yes            Partly            Yes

Multiple relationships for each contact           Yes                  Yes                   Yes                Yes            Yes             Yes              Yes
 Primary relationship                             Yes                                        Yes                Yes            Yes             Yes              Yes
 Four secondary relationships                     Yes                                        Yes                Yes            Yes             Yes              Yes
  Ten secondary relationships                     Yes                                        Yes                Yes            Yes             Yes          Customization
  Each relationship is a contact (set up
once)                                             Yes                                        Yes                Yes            Yes             Yes              Yes
Online

  E-commerce - orders, check status…               No                  Yes                Third party           Yes         Third party        Yes              Yes
  Self-serve - access product support
information…                                       No                  Yes                Third party           Yes            Yes         By next year         Yes
 Prospects respond online                          No                  Yes                Third party           Yes            Yes             Yes              Yes
 Register for seminars                             No                                     Third party       Customization   Third party        No               Yes
Order processing                               Third party             Yes                   Yes                Yes            Yes             Yes              Yes
 Quotes                                        Third party             Yes                   Yes                Yes            Yes             Yes              Yes
 Orders                                        Third party             Yes                   Yes                Yes            Yes             Yes              Yes
 Invoices                                      Third party             Yes                   Yes                Yes            Yes         Third party          Yes
Sales force automation                         Third party             Yes                   Yes                Yes            Yes             Yes              Yes
 Track status of opportunity                   Third party             Yes                   Yes                Yes            Yes             Yes              Yes
 Proposal generation                           Third party             Yes                   Yes                Yes            Yes             Yes              Yes
Security                                          Yes                  Yes                   Yes                Yes            Yes             Yes              Yes
 By employee                                      Yes                  Yes                   Yes                Yes            Yes             Yes               No
 By role                                          Yes                  Yes                   Yes                Yes            Yes             Yes              Yes
Services management                               Yes                  Yes                   Yes                Yes            Yes             Yes              Yes
 Maintain contract                                Yes                  Yes                   Yes            Customization      Yes        Customization         Yes

  Can forward/re-assign support calls         By next year             Yes                   Yes                Yes            Yes             Yes              Yes
  Reason codes - for analysis of
problems                                      By next year             Yes                   Yes            Customization      Yes             Yes              Yes
 Link emails to ticket/call                   By next year             Yes                   Yes                Yes            Yes             Yes              Yes
 Escalations based on rules                   By next year             Yes                   Yes                Yes            Yes             Yes              Yes
  Close out multiple incidents at the
same time if they all relate to the same
problem                                       By next year                                  Partly              Yes             No             No               Yes



           Prepared by 180 Systems
                                                                           The CAmagazine 2006 CRM Survey                                                           20



                                             GoldMine Corporate                        Microsoft Dynamics -                   Sage CRM       Sage CRM,      Salesboom On-line
Question                                          Edition         Infor CRM Epiphany          CRM               NetSuite      SalesLogix    SageCRM.com        CRM & ERP



  Ability to set priorities and severities          Yes                  Yes                   Yes                               Yes            Yes               Yes
  Dispatching                                       Yes                  Yes                   Yes            Customization      Yes             No               Yes
Synchronization
  Palm Pilot                                    By next year                                  Partly              Yes            Yes         Third party      Customization
  Windows CE                                    By next year                                   Yes            Customization      Yes         Third party      Customization
  BlackBerry                                        Yes                                     Third party                          Yes         Third party      Customization
  Microsoft Outlook                                 Yes                  Yes                   Yes                Yes            Yes            Yes               Yes
  Lotus Notes                                       No                   Yes                Third party       Customization      Yes           Partly             Yes
  Only business (not personal)
contacts                                            No                                         Yes                 No            Yes            Yes                No
Call centre automation                              Yes                  Yes                Third party        Third party    Third party       Yes               Yes
  Computer telephony integration                    Yes                  Yes                Third party        Third party    Third party       Yes               Yes
  Predictive dialers                               Partly                Yes                Third party        Third party    Third party        No           Customization
  Pop up name on incoming call with
authorization from contact                          Yes                  Yes                Third party        Third party    Third party       Yes               Yes
  Statistics, including call duration               Yes                  Yes                Third party        Third party    Third party      Partly             Yes
Technology
  Multi-user                                        Yes                  Yes                   Yes                Yes            Yes            Yes               Yes
  XML enabled                                       Yes                  Yes                   Yes                Yes            Yes            Yes               Yes
  Three-tier architecture                           Yes                  Yes                   Yes                Yes            Yes            Yes               Yes
 Customizable                                       Yes                  Yes                   Yes                Yes            Yes            Yes               Yes
   Different view of screens by
employee or role                                    Yes                                        Yes                Yes            Yes            Yes               Yes
    Without changing source code                    Yes                                        Yes                Yes            Yes            Yes               Yes
    Add user-defined fields                         Yes                                        Yes                Yes            Yes            Yes               Yes
      Unlimited                                     Yes                                        Yes                Yes            Yes            Yes               Yes
    Defaults                                        Yes                                        Yes                Yes            Yes            Yes               Yes
    Validation                                      Yes                                        Yes                Yes            Yes            Yes               Yes
    Move fields around screen                       Yes                                        Yes                Yes            Yes            Yes               Yes
     Change tab order of fields                     Yes                                        Yes                Yes            Yes            Yes               Yes
     Change fields to required, optional
or invisible                                        Yes                                        Yes                Yes            Yes            Yes               Yes
     Change field captions and
headings                                            Yes                                        Yes                Yes            Yes            Yes               Yes
     Add new sub-form and push
buttons                                             Yes                                        Yes                Yes            Yes        Customization         Yes



          Prepared by 180 Systems
                                                                                 The CAmagazine 2006 CRM Survey                                                                                           21



                                            GoldMine Corporate                               Microsoft Dynamics -                               Sage CRM                 Sage CRM,              Salesboom On-line
Question                                         Edition             Infor CRM Epiphany             CRM                    NetSuite             SalesLogix              SageCRM.com                CRM & ERP


    Apply to all or selected users                  Yes                                                Yes                    Yes                   Yes                       Yes                       Yes
Work flow                                           Yes                       Yes                      Yes                    Yes                   Yes                       Yes                       Yes
  Alerts - e.g., if date for follow-up is
missed                                              Yes                                                Yes                    No                    Yes                       Yes                       Yes
  Electronic routings if approval
required                                            Yes                                                Yes                    Yes                   Yes                       Yes                       Yes



Name 1 to 3 unique or very
important features of your product


                                                                                           Works the way you do -
                                                                                             it provides the most
                                                                                                  natural and
                                                                                           comfortable way to add                                                  Ability to start in hosted
                                                                                             CRM capabilities to                                                   environment then bring
                                                                      Leader in inbound        anyone who uses                             Robust customization system in house with
                                              Enterprise class       marketing. Proven ROI Office and Outlook; it        Only CRM with     capabilities to address no migration needed
                                             functionality at an         and customer       delivers a great user       integrated order      industry-specific     and all customization       Intelligent multi-tier
Unique/important feature no. 1                affordable price            references              experience              management        business processes                intact              workflow engine




                                                                                                Works the way your
                                                                                                 business does - it
                                                                                                provides workflow-
                                                                                               driven processes that
                                                                                                 ensure consistent
                                                                                              process execution, any
                                                                                              event-driven model for
                                                                     Fully integrated, multi- alerts and escalations,
                                                                       channel marketing,       and comprehensive                                                      Integrated sales,
                                                                        sales and service     reporting and analysis     Only CRM with      Full-featured mobile        marketing and
                                            Fully integrated voice   solution with advanced across all customer         integrated order    CRM for BlackBerry       customer care; easy        AJAX enabled user
Unique/important feature no. 2                   applications              functionality             processes            management          and Pocket PC              customization              interface




          Prepared by 180 Systems
                                                                       The CAmagazine 2006 CRM Survey                                                                                        22



                                   GoldMine Corporate                               Microsoft Dynamics -                               Sage CRM                 Sage CRM,            Salesboom On-line
Question                                Edition             Infor CRM Epiphany             CRM                    NetSuite             SalesLogix              SageCRM.com              CRM & ERP




                                                                                     Works the way IT
                                                                                  wants it to - it provides
                                                                                  simplified installation, a
                                                                                   smooth upgrade path,
                                                                                       and extensive
                                                                                     configuration and
                                                                                       customization
                                                                                   capabilities, all based                                                  Create dashboards wi.
                                                                                    on a set of tools and                            Full suite of sales,    reports, charts, data
                                                         Unique functionality for    technologies that                             marketing, customer       searches, customer
                                   Configurable workflow configuration, quoting,      customers and             Only CRM with       service and support     snapshots, lead lists,
                                      and automated         pricing, proposal       partners are familiar      integrated order   features for SMBs and      high priority support    CRM for visually
Unique/important feature no. 3           processes            management                     with                management               enterprise             issues, etc.           impaired




         Prepared by 180 Systems
                                                                      The CAmagazine 2006 CRM Survey   23




Question                                   Salesforce        SAP Business One




Product                                    Salesforce        SAP Business One

Vendor                                   salesforce.com           SAP AG
Version                                   Summer '06                2005

Release date (mmm-yy)                        Jul-06                Dec-05


Contact

Name                                    Jennifer Keavney        Neil Hamilton




Telephone                                                        416-21- 6629
                                      jkeavney@salesforce.c neil.hamilton@sap.co
Email                                          om                     m

Website                                www.salesforce.com    www.sap.com/smb

Cost (Canadian dollars) for typical
implementation




Licence based
 Average cost per user                                             $2,380
 Average number of users                                             10
   Average cost                                                   $23,800
   Average Implementation costs /
licence costs                                                       1.00
 Average implementation costs                                     $23,800
   Total                                                          $47,600
ASP (Application service provider)
based                                  US$65/user/month




          Prepared by 180 Systems
                                                                    The CAmagazine 2006 CRM Survey   24




Question                                   Salesforce       SAP Business One




 Recurring costs
   Average annual fee / user
   Average number of users

   Average storage and other fees
     Total
 One-time costs
   Average implementation fees

   Average setup fees
     Total
   NPV over 5 years (discount rate of
10%)



Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management                            Yes                 Yes
Sales force automation                        Yes                 Yes
Marketing automation                          Yes                 Yes
Services management                           Yes                 Yes
Call centre                                   Yes              Third party
Knowledge management                          Yes                 Yes
Business intelligence                         Yes                 Yes
Financial system                           Third party            Yes
Distribution system                           Yes                 Yes
Manufacturing system                           No                 Yes


Profile

World head office                       San Francisco, CA   Waldorf, Germany
Canadian head office                      Toronto, ON          Toronto, ON




          Prepared by 180 Systems
                                                                  The CAmagazine 2006 CRM Survey   25




Question                                  Salesforce    SAP Business One




no. of customers - worldwide - all
products                                   24, 800            34,600
no. of customers - worldwide - this
product                                    24, 800            10,000
no. of customers - Canada - all
products                                   24, 800
no. of customers - Canada - this
product                                    24, 800
Revenue 2005 - CAD - all products                        $10.4 Billion USD
Revenue 2005 - CAD - this product
Revenue 2004 - CAD - all products                        $9.5 Billion USD
Revenue 2004 - CAD - this product


Target market

                                                         $5 million to $100
Average revenue/customer (CAD)                         million annual revenue




Average no. of employees/customer                            10 to 100



Industry classification based on the
North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
  11 Agriculture, forestry, fishing and
hunting                                                         1%
 21 Mining                                                      1%
 22 Utilities                                                   1%
 23 Construction                                                1%
 31-33 Manufacturing                                           35%
 42 Wholesale trade                                            35%




         Prepared by 180 Systems
                                                               The CAmagazine 2006 CRM Survey   26




Question                                  Salesforce   SAP Business One


 44-45 Retail trade                                          5%
 48-49 Transportation and
warehousing                                                  1%
 51 Information                                              4%
 52 Finance and insurance                                    5%

  53 Real estate and rental and leasing                      1%
  54 Professional, scientific, and
technical services                                           2%
  55 Management of companies and
enterprises                                                  1%
  56 Administrative and support and
waste management and remediation
services                                                     1%
 61 Education services                                       1%

  62 Health care and social assistance                       1%
  71 Arts, entertainment, and
recreation                                                   1%

  72 Accommodation and food services                         1%
  81 Other services (except public
administration)                                              1%
 92 Public administration                                    1%
   Total                                                    100%


Technology
Database (approximate % of
implementations)
 Microsoft SQL Server                                       100%
 Oracle
 Pervasive SQL
 IBM DB2
 Sybase
 Informix
 Access
 Btrieve
 Proprietary


            Prepared by 180 Systems
                                                                          The CAmagazine 2006 CRM Survey   27




Question                                       Salesforce        SAP Business One


 FoxPro
 Progress
 Other
  Total                                                                100%
Networks supported (approximate % of
implementations)
 Microsoft                                                             100%
 Linux
 Unix
 AIX
 Novell Netware
 IBM AS/400 (OS/400)
 Other
  Total                                                                100%



Development tools used to build           AppExchange Builder;
application                                 AppExchange API       .net / Java / C##




Integration with ERP or accounting
systems - which?                            Yes - All systems           ERP
% of application available from
browser, not including use of Citrix or
Terminal Services                                100%                  100%




 Expected date for Web-based version                                    Now
Available from application service
provider                                                                 No




          Prepared by 180 Systems
                                                                  The CAmagazine 2006 CRM Survey   28




Question                                     Salesforce   SAP Business One




 Approx. no. of implementations


Features
Business intelligence                           Yes             Yes

  Analyse performance related to CRM            Yes             Yes
  KPIs                                          Yes             Yes
  Forecasts of customer behaviour               Yes          Third party
Contact management                              Yes             Yes
 Multiple criteria used to create list for
mail merge                                      Yes             Yes
 Mass update noting all clients that
were updated                                    Yes             Yes
  Multiple addresses per contact                Yes             Yes
  Identify potential duplicates for new
contact                                         Yes             Yes
  Duplicate merge process                       Yes             Yes
  Audit trail                                   Yes             Yes

   Date and person making change                Yes             Yes
   Full audit trail with what was
changed                                         Yes             Yes
  Unlimited follow-ups with contact             Yes             Yes
  Unlimited notes per contact with
date/time stamp                                 Yes             Yes

  Search for embedded text in notes             Yes         Customization
  Two steps to delete contact                   Yes             Yes
Contact hierarchy                               Yes             Yes

   2 levels - organization and
employees (e.g., might want to view all
lawyers in a specific legal firm)               Yes             Yes




           Prepared by 180 Systems
                                                               The CAmagazine 2006 CRM Survey   29




Question                                 Salesforce   SAP Business One



    Default address information from
organization - but can override             Yes              Yes
  3 levels - organization / location /
employee                                    Yes         Customization
French version                                           By next year
 Screens                                    Yes          By next year
 Reports                                    Yes          By next year
 Documentation                              Yes          By next year
Integration
 XML enabled                                Yes              Yes
 Import processor                           Yes              Yes



  API (application programming
interface)                                  Yes              Yes
Marketing automation                        Yes
  Record temporary contact
information and later convert to
prospect                                    Yes              Yes
 Permission based                           Yes              Yes
 Scripts for direct marketing               Yes              Yes




  Use Microsoft Exchange Server for e-
mail blasts                                 Yes              Yes
  Use an SMTP Server for e-mail
blasts                                                       Yes
  E-mail history stored in CRM
database                                    Yes              Yes
  Campaign management                       Yes              Yes
  Auto responders - scan lead and
forward to appropriate recipient            Yes         Customization




           Prepared by 180 Systems
                                                                  The CAmagazine 2006 CRM Survey   30




Question                                   Salesforce     SAP Business One

  Mass emails - no restrictions on
number sent                                   Partly            Yes

Multiple relationships for each contact        Yes              Yes
 Primary relationship                          Yes              Yes
 Four secondary relationships              By next year         Yes
  Ten secondary relationships              By next year         Yes
  Each relationship is a contact (set up
once)                                          Yes              Yes
Online

  E-commerce - orders, check status…           Yes              Yes
  Self-serve - access product support
information…                                   Yes              Yes
 Prospects respond online                      Yes              Yes
 Register for seminars                         Yes             Partly
Order processing                               Yes
 Quotes                                        Yes              Yes
 Orders                                        Yes              Yes
 Invoices                                      Yes              Yes
Sales force automation                         Yes
 Track status of opportunity                   Yes              Yes
 Proposal generation                           Yes           Third party
Security                                       Yes
 By employee                                   Yes              Yes
 By role                                       Yes              Yes
Services management                            Yes              Yes
 Maintain contract                             Yes              Yes

  Can forward/re-assign support calls          Yes              Yes
  Reason codes - for analysis of
problems                                       Yes              Yes
 Link emails to ticket/call                    Yes              Yes
 Escalations based on rules                    Yes              Yes
  Close out multiple incidents at the
same time if they all relate to the same
problem                                        Yes             Partly



           Prepared by 180 Systems
                                                                   The CAmagazine 2006 CRM Survey   31




Question                                     Salesforce    SAP Business One



  Ability to set priorities and severities      Yes              Yes
  Dispatching                                   Yes              Yes
Synchronization
  Palm Pilot                                    Yes              Yes
  Windows CE                                    Yes              Yes
  BlackBerry                                    Yes              Yes
  Microsoft Outlook                             Yes              Yes
  Lotus Notes                                   Yes              Yes
  Only business (not personal)
contacts                                         No               No
Call centre automation                          Yes             Partly
  Computer telephony integration                Yes           Third party
  Predictive dialers                         Third party      Third party
  Pop up name on incoming call with
authorization from contact                      Yes           Third party
  Statistics, including call duration        Third party      Third party
Technology
  Multi-user                                    Yes              Yes
  XML enabled                                   Yes              Yes
  Three-tier architecture                       Yes              Yes
 Customizable                                   Yes              Yes
   Different view of screens by
employee or role                                Yes              Yes
    Without changing source code                Yes              Yes
    Add user-defined fields                     Yes              Yes
      Unlimited                                 Yes              Yes
    Defaults                                    Yes              Yes
    Validation                                  Yes              Yes
    Move fields around screen                   Yes             Partly
     Change tab order of fields                 Yes             Partly
     Change fields to required, optional
or invisible                                    Yes             Partly
     Change field captions and
headings                                        Yes             Partly
     Add new sub-form and push
buttons                                         Yes             Partly



          Prepared by 180 Systems
                                                                           The CAmagazine 2006 CRM Survey   32




Question                                       Salesforce        SAP Business One


    Apply to all or selected users                 Yes                  Partly
Work flow                                          Yes
  Alerts - e.g., if date for follow-up is
missed                                             Yes                   Yes
  Electronic routings if approval
required                                           Yes                   Yes



Name 1 to 3 unique or very
important features of your product




                                            Web-based, multi-    Fully integrated CRM
Unique/important feature no. 1               tenant service             with ERP




                                            Integrated CRM for
                                             customer service,    Business alerts &
Unique/important feature no. 2                sales, marketing      notifications




          Prepared by 180 Systems
                                                                     The CAmagazine 2006 CRM Survey   33




Question                                Salesforce         SAP Business One




                                                               Preconfigured
                                   Ease of integration and integration to mySAP
Unique/important feature no. 3         customization           Business Suite




         Prepared by 180 Systems

								
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