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A Comparative Analysis of Functionalities of Salesforce.com, mySAP.com, and SiebelCRM
Abstract
Customer Relationship Management or CRM is an enterprise-wide initiative which belongs to all areas of an organization. It reflects the comprehensive strategy and process of acquiring, retaining, and partnering with selective customers to create superior value for the company and the customer. In the era of IT-enabled relationship management, organisations have a host of CRM software products from which they can choose. These products come with different functionalities and support the different functions of a firm, thereby changing the face of global business today. In the era of so-called Cloud computing, support for web-based functionalities is the prime requisite for any CRM Software. This chapter attempts to compare functionalities of three well-established CRM Tools for Organisations: Salesforce.com, mySAPCRM and Siebel CRM.
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