Measuring Instruments, Empirical Data And The Technical Aspects Of The Crm

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4.5 Result interpretation As part of the empirical study, we started off with deciding the research methodology, measuring instruments, empirical data for the products chosen to compare, followed by the comparisons on business values, functionalities and the technical aspects of the CRM products along with the approaches with an opinion on each topic during comparisons. This section is dedicated to interpret the results for the 2 products Siebel and Salesforce.com. From a business perspective, there exists a significant difference exists between two CRM applications - Siebel and Salesforce.com in terms of Total Cost of Ownership (TCO). As shown in table 5.4.1, our analysis is based on 50 users using both ASP products equates to saving of…show more content…
Salesforce.com offers force.com as a platform as a service where any enterprise can customize the application in their own fashion, the development times and costs would increase to suit their business needs. Siebel CRM started out their first product on Sales force automation and has pioneered the features it offers, and call center or customer service the most popular module. Siebel offers customized products for all industries like Consumer goods, Healthcare, Financial, Insurance, Automotive and several others as documented on the ASP’s website. The comparison results for the functional requirements for CRM products will be scored According to the scoring range values as 1= Not Available/unknown; 2= slightly support; 3=support; 4= strongly support/ extra capabilities CRM functionality Siebel Salesforce.com Sales Functions Contact Management 4 4 Account Management 4 4 Lead Management 4 4 Opportunity Management 4 4 Territory Management 4 4 Sales Forecasting and report 4 4 Sub Total (Percentage) 24 24 Marketing Functions Campaign Management 4 4 Direct Mail Management 3 3 Email Management 4 3 Content Management 3 3 Sub Total (Percentage) 14 13 Customer Service functions Customer Dashboard 4 4 Customer Management 4 4 CTI 3 3 Household Management 4 3 Workflow Management 4 3 Sub Total (Percentage) 19 17 Grand Total 57 54 Table 4.4: The result of functionality comparison.
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