An Overview of Uses, Products, and Comparison Criteria Prepared by Austin Communications Consulting One ACC Center, Ste. 100 Austin, TX

Description of CRM How Cultural Embrace uses CRM – Past and current use – Changes in how CRM are used

Outline Continued Products reviewed – Sage ACT! 2011 – Intuit QuickBase – Salesforce Professional Edition – Zoho CRM Enterprise Edition

Outline Continued Comparison Criteria by Product – Price – System requirements – Number of users – Number of customers – Ability to group customers – Ability to manage – Ability to track information from website forms – Ability to track Google Adwords – Ability to import or use files from existing system – Independent Reviews

Outline Continued Conclusions by comparison criteria Recommendations

Description of CRM Centralized record All data sources Organize Automate Synchronize

How Cultural Embrace Uses CRM Past and current use Store all customer contact information Notes on communications with customers Progress notes for development of each customer’s travel program Create and send weekly newsletter

Changes in How Cultural Embrace Uses CRM Tracking leads generated on social media such as Facebook and Twitter Tracking the effectiveness of Google Adwords Collecting data customers enter on the Cultural Embrace website Need for mobile access

Products Reviewed Sage ACT! 2011 – Current system – DVD or download, installed on office server Intuit QuickBase – Integration with QuickBooks – Software as a Service (SaaS) model, hosted on remote servers

Products Reviewed Continued Salesforce Professional Edition – Replacement product – Software as a Service (SaaS) model, hosted on remote servers Zoho CRM Enterprise Edition – Replacement product – Software as a Service (SaaS) model, hosted on remote servers

ProductPriceSystem Requirements Number of Users Number of Customers Sage ACT! 2011$299.95/user upgrade cost ($ ) - 2 GB available HD space (4 GB if downloaded) GHz Pentium® IV processor - 1 GB system memory Up to 10Unlimited Intuit QuickBase $299/month per user ($1794/mo.) N/A, SaaS modelUp to 10025,000 records Salesforce Professional Edition $65/month per user ($260/mo.) N/A, SaaS modelUnlimited Zoho CRM Enterprise Edition $25/month per user ($100/mo.) N/A, SaaS modelUnlimited Product Specifications

Product Features Product Ability to Link or Group Clients Ability to Manage Ability to Track Website Forms Ability to track Google AdWords Sage ACT! 2011I Specific groups feature included Schedule & send, tracking $59.99/month for 2 users, $5.99/month each additional user ($71.97) Yes, only included with service no Intuit QuickBasepossible Schedule & send, tracking $28/month no Salesforce Professional Edition possible Schedule & send, tracking Included yes Zoho CRM Enterprise Edition possibleSchedule & send, tracking $3/user/month ($12) yesplanned

Ability to use or import existing CRM files Sage ACT! 2011 – Use existing files Intuit QuickBase – Import existing files Salesforce Professional Edition – Import existing files Zoho CRM Enterprise Edition – Import existing files

Independent Reviews

Reviews for Sage ACT! 2011 PC Magazine – Tons of help within in the interface – Handy Sage Business Info Service – Slow performance when switching between tasks – Puzzling placement of some Menu commands Salesmark.com – Good product, great features – Pricing and delivery model miss the mark – 3.5 out of 5 stars

Reviews for Sage ACT! 2011 Continued Zdnet.com – Good Outlook integration – Social media integration not as complete as other services – Company responds well to user suggestions Adavidcreation.com – Highly customizable and full-featured – Expensive upfront – No remote access

Reviews for Intuit QuickBase PC Magazine – Powerful, fast, reliable online database – Easy to use – Document files can only be exported one by one Brighthub.com – Highly customizable and full-featured – Pricing puts it out of reach of small businesses

Reviews for Intuit QuickBase Continued Onlinedatabasefiles.com – Difficulty importing files – Errors when importing data from ACT! – User interface complicated and non-standard – Very difficult to learn Techrepublic.com – Geared toward medium to large business – Large application that can be intimidating to get started with

Reviews for Salesforce Professional Edition PC magazine – Streamlined interface with incredibly informative Dashboard views – Smooth workflow process – Pricing gets expensive – Lower-cost packages lack basic functions other CRM include for free Customers.com – Good analytical capability for companies with lots of personal contact with customers

Reviews for Salesforce Professional Edition Continued Eweek.com – Easy to navigate – Ample tabs and menu items, very complete – Integration with other applications could be improved – Overall 5-star rating Techrepublic.com – Some remote access, but incomplete – One year of Salesforce costs as much as one-time cost of ACT!

Reviews for Zoho CRM Enterprise Edition PC Magazine – Good and Web integration – Inexpensive – Requires customization at outset – Lacks scalability Customers.com – Available integration with QuickBooks and Gmail works well – Lacks the marketing functionality of other products

Reviews for Zoho CRM Enterprise Edition Continued Netprofitmarketing.com – Intuitive, easy-to-use interface – No features that a small business doesn’t need – Automation makes it easy to track leads and create tasks Techrepublic.com – Many of the same features as Salesforce, for much less – Good mobile access

Conclusions

Price (including monthly service fees)  Zoho CRM Enterprise Edition $112/month System requirements  No product has advantage Number of users  No product has advantage Number of customers  QuickBase is only product with limit (25,000)

Conclusions Continued Ability to group clients  Only ACT! has built in Ability to manage  Part of basic service with Salesforce Ability to track website leads  Included with Salesforce and Zoho Ability to track Google Adwords  Only offered with Salesforce Ability to use or import files from existing system  No issue with ACT!

Conclusion from Reviews Zoho CRM Enterprise Edition Good and web integration Inexpensive Automation to track leads and create tasks Good mobile access

Recommendation Zoho CRM Enterprise Edition Low cost and web integration Mobile access Accommodate company growth