Database Reference
In-Depth Information
table 4.3
Comparison of CRM Systems
a
SAP
SAP CRM,
SAP Jam, SAP
Web Channel
Experience
Management,
SAP Social
Media
Analytics
Oracle
Oracle Siebel
CRM, Oracle
CRM On
Demand,
Oracle
WebCenter
Sites, and
others
Salesforce
Salesforce.
com,
Chatter,
Work.com,
Ideas, and
more
Aptean
Onyx CRM, Pivotal
CRM, and others
Functionality
Sales Force Automation (SFA)
Account and contact management
x
x
x
x
Opportunity management
x
x
x
x
Social sales
b
x
x
x
x
Sales analytics
x
x
x
x
Marketing Automation
Campaign management
x
x
x
x
Lead management
x
x
x
x
Social marketing
c
x
x
x
x
Marketing analytics
x
x
x
x
Customer Service and Support (CSS)
Issue/case management
x
x
x
x
Feedback management
x
x
x
x
Social customer support
d
x
x
x
x
CSS analytics
x
x
x
x
Customer Experience Management
Personalization
x
x
x
x
Social and real-time communication
x
x
x
x
Rich media support
x
x
x
Customer experience proile
e
x
x
x
x
Field Service Management
x
x
E-commerce
x
x
Partner Relationship Management
x
x
x
x
Global Business Managementf
f
x
x
x
x
Social Business Platforms
x
x
x
Product technology
Mobility
HTML5
x
x
x
x
Native apps
x
x
x
x
Delivery Model
Cloud
x
x
x
x
On premises
x
x
x
Hybrid
x
x
x
(
Continued
)
