Question

• This chapter starts with a look at Salesforce, the company that produces and sells a Customer Relationship Management System. This video is a short explanation of the Software and how it works. Do some research on the product and find another CRM and see if you can compare the two by looking at other videos, the web site, etc. In your one page submission, describe the differences between the two products. Finally, describe the kinds of companies that would benefit from using Salesforce or some other CRM with examples.

Answer 1

Businesses use their CRMs to store customer data, track sales and service activities, forecast revenue, and measure the efficacy of marketing programs. It is a software system that manages a company's interactions and relationships with both current and potential customers through managing customer interaction, tracking leads, and streamlining processes.

Salesforce is one of the original cloud-based customer relationship management applications in the market built by force.com. But the salesforce is not the only CRM software, there is other software such as ZOHO, HubSpot CRM, NetSuite, etc.

Zoho CRM is the web-based online office suite containing word processing, spreadsheets, presentations, databases, note-taking, wikis, web conferencing, customer relationship management, project management, invoicing, and other applications developed by Zoho Corporation, a California-based company. Application with features like procurement, inventory, and some accounting functions from the realm of ERP.

As an alternative to Salesforce, Zoho CRM is a good consideration. Zoho CRM and Salesforce CRM have many similarities, but in reviewing the two products, there are few key differences.

1. For whom the software is beneficial:

• Zoho CRM is a useful web-based platform for small to medium-sized businesses or a proprietorship, who don't want a platform very techy, providing many features over salesforce providing only CRM features.
• Salesforce is better for big and major enterprises.

2. Features:

• Zoho software offers different tiers based on how much you're willing to spend, and each tier includes different features, along with a free version with basic features.
• Salesforce offers software to easily track and funnel leads through your sales pipeline, then use data and analytics to improve your close rate, task management, etc.

3. Support:

• Zoho does have a customer support number, but it’s limited to business hours and to customers of the Enterprise and Plus tiers. If you’re a free customer or subscribe to the lower tiers, you may be stuck trying to figure things out on your own. Fortunately, Zoho aims to be user friendly, but sometimes you need a helping hand anyway.

• Salesforce offers a lot of self-help options online, and it also offers training and certification from Salesforce University. It also provides one-on-one help over the phone, but like with Zoho, you need to be a higher-tier subscriber — at least at the Premier or Partner Premier level — to get help with “standard” issues.

4. Ease of Use

• Zoho software has a layout that is pretty easy to grasp, and while it may not be the flashiest solution, it may be all you need for your business. The main downside when it comes to Zoho's usability has to do with the fact that it needs a good bit of customization and initial setup before it's ready to go. Also, it is better in integrating with social media but find it difficult to accomplish that with most existing CRM software.

• Salesforce takes some time to set up and also has a learning curve that can be intimidating for novices. It has a tremendous amount of features that make it a powerful CRM tool, but that can also mean it’s a little more difficult to use or get up to speed. Salesforce is easy to use once you get it up and running.

5. Pricing:

Zoho pricing includes the following options:

• Standard: $8/month per user
• Professional: $20/month per user
• Enterprise: $35/month per user
• Ultimate Edition: $100/month per use

Salesforce pricing includes the following options:

• Essentials: $25/month per user
• Professional: $75/month per user
• Enterprise: $150/month per user
• Unlimited: $300/month per user

6. Integration with other software:

• Zoho integrates with Google as well as Zoho's other software offerings and integrates easily with social media. Other third-party integrations are available with tools like Mailchimp and Quickbooks. It has Microsoft Outlook plug-ins for both Windows and Mac users, and you can sync all of your info in Outlook.

• Salesforce integrates with other business apps like G Suite, Quickbooks, and Mailchimp. As a result, businesses that use tools like this can quickly and seamlessly transition to Salesforce without disrupting their day-to-day operations.