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SalesForce.com CRM Comparison

Strengths

  • Salesforce.com offers B2B, low-call-volume CSS centers in its installed base.
  • It has an excellent GUI, simple design tools, intuitive navigation and a good understanding of the importance of Web communities.
  • It has strong investments in future customer service products.
  • Salesforce.com has a large number of small regional professional service partners for setups and deployments.
  • Its SaaS delivery model lowers initial costs and speeds time to deployment.

Cautions

  • Salesforce.com’s lack of an on-premises software model may make it difficult for some prospects concerned with the conformance to security models in some industries, such as banking, healthcare and government.
  • The vendor is largely unproven in large, complex, retail, B2C contact centers (that is, large-scale, high-volume call centers where processes must be continually synchronized and monitored, such as retail banking, loan origination, insurance policy administration, bill processing and fraud management.
  • Without owning the customer master, product master, pricing, inventory or other key asset information, it is questionable what the long-term disposition of salesforce.com’s product will be for customer service.