Marketing CRM and Collaboration Software Evaluation and Analysis

Marketing CRM and Collaboration Software Evaluation and Analysis Evaluation for Lupa Solutions Prepared by Consultant, Al Leong, MBA (604) 781 4470 Phase 1: Initial Evaluation List, Short list approach review.

Evaluation Methodology Requirements Features Budget Preliminary Assessment Top 40 Universe List for consideration Shortlist using Gartner Group Magic Quadrant overlay for Lupa Solutions’ specific needs Pre-evaluate top 5 applications Weight-factor scoring and ranking

Requirements Features: List Given for Must Have/ Wants TBD – waiting for Matthew Dundon/team feedback. For use with Lupa’s clients with respect to their customers (B2C) Content management, email marketing, analytics, contacts and sales management Budget: 30,000 USD/year; Total Cost of Ownership to be 50-60k/year; prefer less Equivalent to 2,500/month for all users/seats

Top 42 Applications (Long list) Act! Aptean Base CRM blueCamroo Bpm online C2CRM Campaigner Claritysoft ClickHQ Commence Goldmine Gold-vision Highrise Hubspot Info CRM InfoFlo Infusionsoft Insightly Leadmaster Maximizer Microsoft Dynamics Netsuite CRM Nimble Nutshell OnContact Oracle CRM OnDemand Pegasystems Pipedrive PipelineDeals Pipeliner Prophet Sage CRM Salesforce Sales Cloud Salesnet Salesnexus SAP Soffront SugarCRM Work[etc] Workbooks ZohoCRM Zendesk

Shortlist: Leaders, Challengers Leaders: Most trusted, capable, innovative Challengers: challenge for leadership Visionaries – great vision but does not fully execute Niche Players – value, specific focus but lacks full breath/depth of vision and execution

Shortlist Based on budget, all top 40 applications remain viable with most apps costing between 25-75/mo/user. At the top end, ( /mo/user; 10 user cost): (red within Gartner MQ) Hubspot (free) 200/mo-800/mo 24,000/year Pegasystems 200/mo/user 24,000/year Infusionsoft 199/mo/user 23,880/year Netsuite CRM 129/mo/user 15,480/year Salesforce w/Mobile 125/mo/user 15,000/year Salesforce 75-300/mo/user 9,000/year Oracle CRM OnDemand 75/mo/user 9,000/year Microsoft Dynamics 65/mo/user 7,800/year SugarCRM 65/mo/user 7,800/year Zendesk 49/mo/user 5,880/year

Recommendation For Features WeightFactor Analysis Performance leadership, extensibility for future needs, features, integration (w/requirement to spend less) #1 - Salesforce 75-125/mo/user #2 - Oracle CRM On Demand 75/mo/user Value, less robust, but still a leading product #3 - Zendesk 49/mo/user Niche product for #4 SugarCRM 65/mo within Gartner Niche players Lowest Cost Option #5 BPMonline 25/mo within Gartner Niche players

Features Analysis Features “Must Haves” (9-10) 1. Reports & Dashboards 2. Mobile CRM, mobile apps and alerts 3. Email client integration (outlook, gmail) 4. Workflow and approvals 5. Role based views 6. Collaboration software integration “Wants” (6-8) Sales data, file storage, sync, share Partner management Contact management Sales team and customer opportunity management Sales analytics Sales collaboration Others (0-5)

Results Salesforce 100 100 “Must Haves” 100 #1 Salesforce 100 #2 Oracle 100 90 #3 SugarCRM 80 80 Only 3 apps 70 met all 6 must- 70 70 have require70 ments. 63 Oracle Zendesk SugarCRMBPMonline 100 100 100 100 100 0 100 100 100 70 90 100 50 0 100 100 50 0 100 0 50 0 100 100 80 0 72 64 80 0 0 0 70 56 70 70 70 0 56 70 56 0 56 56 70 35 56 56 35 0 56 56

Results Must Haves (9-10) 600 Wants (6-8) 510 Other (5-0) 270 Total total max Rank 1380 590 98% 503 99% 256 95% 1349 98% 450 75% 461 90% 195 72% 1106 80% 1 3 BPMonline SugarCRM Zendesk Oracle Salesforce Overall Score and Ranking 170 28% 91 18% 100 37% 361 26% 590 98% 366 72% 234 87% 1190 86% 2 500 83% 372 73% 116 43% 988 72%

Performance vs. Value Performance 72% 50 6.07 BPMonline 86% 65 6.55 SugarCRM Zendesk 80% 26% 75 49 8.14 16.29 Oracle Salesforce performance 98% /user/mo 125 /point 11.12 Value

Recommendations (given Lupa’s requirements, preferences, budget) Go for performance – Choose Salesforce This is the Sports Car / Mercedes AMG Go for economy/value – Choose SugarCRM Toyota or Honda Go something in-between – Choose Oracle