Company

CRM Analysis Report For Startups

April 2013

Strictly Condential For use by MoneyChat India Customers Only

Table of Contents
CRM Solutions Importance of CRM for Small Enterprises and Entrepreneurs About the Report Our Goal Types of CRM Vendors Report Contents MoneyChat India Rating In Summary ZOHO CRM HIGHLIGHTS OWNERSHIP HEADQUARTERS About ZOHO CRM MoneyChat India Rating for Zoho (Free Edition) SALES FORCE HIGHLIGHTS OWNERSHIP HEADQUARTERS BUSINESS MODEL

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CUSTOMER FOCUS SELECT CUSTOMERS PRICE Salesforce for Start-ups FEATURES About Salesforce.com MoneyChat India Rating for Contact Manager FREE CRM HIGHLIGHTS OWNERSHIP CRM PRODUCTS CUSTOMER FOCUS SELECT CUSTOMERS PRICE FEATURES About FreeCRM.com MoneyChat India Rating for FreeCRM (Free Edition) PIPE DRIVE LEAD MANAGEMENT SOFTWARE HIGHLIGHTS OWNERSHIP BUSINESS MODEL CRM PRODUCTS CUSTOMER FOCUS PRICE

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PipeDrive for Start-ups FEATURES About PipeDrive MoneyChat India Rating for PipeDrive (Lite Edition) HIGH-RISE CRM HIGHLIGHTS OWNERSHIP BUSINESS MODEL CRM PRODUCTS CUSTOMER FOCUS PRICING HIGH RISE FOR STARTUPS FEATURES High-Rise integration with Tracks MoneyChat India Rating V Tiger CRM HIGHLIGHTS OWNERSHIP BUSINESS MODEL CRM PRODUCTS CUSTOMER FOCUS PRICING VTiger CRM for StartUps FEATURES

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MoneyChat India Rating for VTiger Open Source Version MoneyChat India Rating for VTiger On Demand Version ASANA Customer Relationship Management HIGHLIGHTS OWNERSHIP BUSINESS MODEL PRODUCTS CUSTOMER FOCUS PRICING Asana for Start-Ups FEATURES MoneyChat India Rating for Asana Summary Software Categories based on the Type of Software Software Categories based on the Business Model

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CRM Solutions
For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. Activities that were already complex have become highly complicated, multi-faceted workows that are difcult to co-ordinate and manage. Marketing teams must plan and develop increasing number of sophisticated campaigns, and deliver them through multiple mediums. Sales reports must follow-up hundreds of new leads, while juggling existing sales cycles. Support staff must rapidly resolve a growing volume of customer problems and issues. And, management must oversee customer facing operations across all departments and ensure that all client interactions are handled in a responsive and professional manner. Customer Relationship Management has emerged as a way for businesses to streamline customer-related processes across functional areas, increase the efciency and effectiveness of customer transactions at all levels and optimize service quality at each touch-point. Within the CRM World, there are many types of solutions each having there own favor, and each meeting different business needs.

Importance of CRM for Small Enterprises and Entrepreneurs

Small business ventures play a signicant role in the growth of any economy. The problems they face are remain constant through out the world, one of the major problems which almost every new venture faces is that of fund constraint for advertising and brand promotion. This constraint proves as a major hindrance for the small businesses to penetrate into the new markets. Customer Relationship Management is a solution in this regard, it not helps the business to leverage upon there existing customers but also allows you to penetrate into the new markets.

About the Report

Our Goal MoneyChat Indias CRM Analysis Report is intended to be used as a guide to help the users in their CRM Selection process. Given the wide array of CRM vendors currently in the marketplace. MoneyChat India helps users navigate this universe by categorizing the CRM softwares based on the following parameters : Ease of Implementation Cost Integration with other applications Usability for start-ups Types of CRM Vendors The landscape of CRM Vendors is wide and varied. Some vendors are focussed on the enterprise solutions, while others have functional specialities such as Marketing Automation and Customer Service.Some vendors offer a monthly-subscription model (SAAS - Software as a Service) while others price based on the number of seats. Lastly some have on-premise solutions while others are hosted on the web, Depending on the organizations needs, there will be one or more vendors that will be deemed more suitable.

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Report Contents We have organized contents in this report to best facilitate the research process. The report comprises of the following sections :-. Vendor Prole - includes a prole for each of the vendor. Vendor Categories : Vendors have been summarized based on certain categories

MoneyChat India Rating The Rating for this report has been given on he following The ratings are given based on the following parameters Ease of Implementation Cost Integration with other applications Usability for start-ups Moneychat Rating has been provided based on the scale from 1 to 5 i.e., 1 Representing - Least Suitable 2 Representing - Less Suitable 3 Representing - Suitable 4 Representing - More Suitable 5 Representing - Most Suitable Finally the above rating , have been combined into three categories namely Thumbs Up, Neutral and Thumbs-Down , with Thumbs Up : Greater than 4 Neutral ranging between 3-4 Thumbs-Down : Less than 3

In Summary The vendors prole presented in this report have been shortlisted based on the parameters presented above and have also been provided rating based on the parameters discussed above.

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ZOHO CRM

HIGHLIGHTS

Awards - 2008 Small Business CRM Leader, 2008 CRM Market Awards Inuential Leaders. Fast and easy customization, and easy to use and train employees. No Long Term Commitment required pay as you go. 100% Free Edition is also available

OWNERSHIP Private HEADQUARTERS Pleasanton, CA FOUNDED 1998 BUSINESS MODEL Hosted CRM PRODUCTS Free Edition Professional Edition Enterprise Edition CUSTOMER FOCUS Small SELECT CUSTOMERS DTools. Inc. Implant Vision Communications LLC, Henchmen Productions LLC, Power Systems Direct, Inc. BITS Ltd. Cobblestones Communication.

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PRICE Free Edition - Free for rst 3 Users Professional Edition - $12 per user/month(10% discount on yearly subscription) Enterprise Edition - $25 per user/month (10% discount on yearly subscription)

FEATURES Enterprise Edition CRM For Multi-Level Organizations Ease of Implementation Cost Integration with other applications Usability for start-ups Custom Applications Group Chats Webhooks Professional Edition CRM for SMBs Free Edition Features Plus Roles based Security Sales Forecasting Document Library Marketing Automation inventory Management Workow Automation Free Edition CRM for Entrepreneurs and Startups Features Lead Management Accounts and Contacts Sales Opportunities Social CRM Reports and DashBoards Web Forms Developer API

About ZOHO CRM

Zoho is a comprehensive Suite of award-winning on-line business applications. Customers can use Zoho to run their business processes, manage their information and be more productive, without having to worry about expensive or outdates hardware or software. Zoho Currently has more than 1.5 million registered users. Zoho CRM users can use the same account to take advantage of the other 20+ different applications that Zoho provides. Many of them are complimentary to Zoho CRM, for example- Zoho Projects for Project Management, Zoho for Customer Invoicing and Zoho Meeting for Web Meeting, desktop sharing and remote support.Likewise the single sign-in extends to Google and Yahoo Users, who can login to Zoho CRM directly with their respective accounts. Zoho is a division of AdventNet, a privately-held and protable company in business since 1996, with Headquarters in Pleasanton, CA . AdventNet solves the technology needs of more than 40,000 customers worldwide.

MoneyChat India Rating for Zoho (Free Edition)

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 3 4

Rating Assigned

Overall Rating

3.5(Neutral)

3(free version limited to 3 users only)

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SALES FORCE

HIGHLIGHTS

Customizable CRM application Access to AppExchange a directory of third-party applications built for the Salesforce environment. CRM Markets Award 2009 for Enterprise Suite, Mid-Size Market Suite and Small Business Suite CCOIE Award Winner, Best Business Software Solution

OWNERSHIP Public (NYSE : CRM) HEADQUARTERS San Francisco, CA CRM PRODUCTS Contact Manager Edition Group Edition Enterprise Edition Professional Edition Unlimited Edition BUSINESS MODEL Hosted CUSTOMER FOCUS Enterprise, Mid-Size, Small SELECT CUSTOMERS CNN, Starbucks, WallStreet Journal

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PRICE Contact Manager starts at $5/User/Month Upto 5 Users Group Starts at $25/user/Month Upto 5 Users Professional , Enterprise and Unlimited Editions are also available but they are out of Scope of the Report. Salesforce for Start-ups Since the scope of this report is limited to that of selecting CRM for start-ups we would be focussing on Contact Manager Edition of the Sales. With Contact Manager Edition, you can now easily track all your contacts with all your interactions.You can also set reminders for follow-up tasks. All this helps you get more done, faster.

FEATURES

CONTACT MANAGER Accounts & contacts Task & event tracking Email integration Outlook, Gmail Google Apps Mobile access Content library Customizable reports

GROUP Contact Manager Features Plus Opportunity tracking Customizable sales process Email templates & tracking Web-to-lead capture Lead scoring, routing & assignment Dashboards Salesforce-to-Salesforce collaboration

About Salesforce.com
Salesforce.com was founded in 1999 by former Oracle Marc Benioff, who pioneered the concept of delivering enterprise applications via. a simple website. Since its founding Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. Salesforce.com provides an array of CRM and business application services which enable customers and subscribers to systematically record, store and act upon business data and to help businesses manage customer accounts, track sales, leads evaluate marketing campaigns and provide Post Sales Services. The companys CRM services principally focus on sales force automation, marketing automation and Customer Service and support automation. Salesforce.coms sales force automation services enable salespeople to be productive by automating manual and repetitive tasks; provide organized data about their current and prospective customers and help companies establish a system and a process for recoding, tracking and sharing information.

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MoneyChat India Rating for Contact Manager

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 2 4 2

Rating Assigned

Overall Rating

3.25Neutral)

FREE CRM
HIGHLIGHTS

Free Version surprisingly has full access and unlimited users but has advertisements Free Version is not Secure FreeCRM ousted SalesForce as market leaders in 2005. FREE CRM has its own band of users

OWNERSHIP Private CRM PRODUCTS Free CRM Professional

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CUSTOMER FOCUS Mid-size, Small SELECT CUSTOMERS SoftLabs, SuperMicro Computer Inc., AGFA PRICE Free Edition : Full Access and Unlimited Users but with advertisements Professional Version : $14.95 per user / month FreeCRM for Startups FreeCRM has a loyal band of users(http://www.smallbizcrm.com/freecrm.html). If you are looking for a value-for-money hosted or online CRM solution they are one of the market leaders.As most of the start-ups have budget constraints , free CRM provides a free version which can be useful if the organizations can compromise on the limited storage space and advertisements provided by them. FEATURES

FREE VERSION Sales force Automation Lead Management & Sales Pipeline Marketing Campaigns Customer Support Extensive Customization Reports and Dashboards Task Management Call Tracking and Automation Group Calendar Import and Export Data Knowledge base and TeamTools

PROFESSIONAL VERSION Free Version features PLUS Unlimited Storage Space XML Web Service No Advertisements Live Support 99.9% Uptime Guaranteed Calendar Integration

About FreeCRM.com
FreeCRM.com is a software developer and application service provider for customer relationship management (CRM) solutions. They also provide private label and co-branded CRM web sites, licensed software, CRM application hardware devices and CRM consulting services. We deliver end-to-end CRM solutions that are affordable, practical, and easy to deploy. Founded in 2003 by experienced ASP and ISP veterans, software, and business professionals, we are committed to deliver an affordable solution to small businesses. FreeCRM.com brings the best in usable CRM with real-world features that make your job easier. With over 270,000 worldwide customers, FreeCRM.com is the leading on-demand CRM provider in the world. They provide a high level of data security for there SaaS customers with the highest level of encryption from Version, data security from TRUSTe, and business practices audited by the Better Business Bureau. Our infrastructure is hosted at a world-class data facility that exceeds all federal standards covering data security and integrity. Our data facility complies with Sarbanes-Oxley, HIPAA, Gramm-Leach-Billey and also Federal Rules 26 and 34 and has been audited as a SAS 70 compliant facility under the American Institute of Certied Public Accountants (AICPA). FreeCRM is smart groupware. The graphics are good and scalability is not an issue. April 2013 Strictly Condential 8

MoneyChat India Rating for FreeCRM (Free Edition)

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 5

Rating Assigned

Overall Rating

2(Not Available in free version) 4

4(Thumbs Up)

PIPE DRIVE LEAD MANAGEMENT SOFTWARE

HIGHLIGHTS

Pipe Drive is a part of AngelPad Alumni It is a CRM made by sales professionals, for sales professionals They are team of just 18 Its a pure Sales Automation Software It is a pay-as-you-go Service

OWNERSHIP Private BUSINESS MODEL Hosted CRM PRODUCTS Lite Edition Business Edition Business XL Edition *Enterprise Editions are also available

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PRICE Lite Edition : $29/month for Upto 5 Users Business Edition :$59/month for upto 12 Users Business XL Edition : $129/month for upto 30 users

PipeDrive for Start-ups

For start-ups having Strict budget constraints and with focus mainly on Sales Pipeline , PipeDrive is a good Pipeline Management tool. FEATURES

Lite Edition For Upto 5 Users Clear Vision of the Sales Pipeline Reporting Customizable Mobile Apps Reliable and Safe Google Apps Integration Email Tracking Google Maps Integration Powersul API Multi Language and Multi- Currency Simple Data Import and Export Reporting

Business Edition For Upto 12 Users Clear Vision of the Sales Pipeline Customizable Mobile Apps Reliable and Safe Google Apps Integration Email Tracking Google Maps Integration Powersul API Multi Language and Multi- Currency Simple Data Import and Export

Business XL Edition For Upto 30 Users Clear Vision of the Sales Pipeline Reporting Customizable Mobile Apps Reliable and Safe Google Apps Integration Email Tracking Google Maps Integration Powersul API Multi Language and Multi- Currency Simple Data Import and Export

About PipeDrive
Pipe drive's roots are in direct sales. As sales managers and trainers, two of its co-founders experienced an increasing amount of pain with CRM software. So in 2010 they teamed up with talented developers to create Pipe-drive, a simple and yet powerful tool for managing sales. They have ofces in San Francisco, CA and Tallinn, Estonia. And we are proud to be part of AngelPad alumni. They are now a 18 members Team.

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MoneyChat India Rating for PipeDrive (Lite Edition)

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 3 3 4

Rating Assigned

Overall Rating

3.75(Neutral)

HIGH-RISE CRM
HIGHLIGHTS

It is believed to be a great starter tool. It was originally publicized as SunRise/ It is web-based application which supports basic CRM tasks. The application centers on person and company pages

OWNERSHIP Private BUSINESS MODEL Hosted CRM PRODUCTS Free Plan Solo Plan Basic Plan Plus Plan April 2013 Strictly Condential 11

*Premium Plans are also available CUSTOMER FOCUS Mid-size, Small PRICING Free Plan : Free for 2 Users Solo Plan : $29/Month for 1 Users Basic Plan : $24/Month for Six Users Plus Plan : $49/Month for upto 15 Users

HIGH RISE FOR STARTUPS HighRise is an innovative solution that is online only but offers a unique interface and key integrations that allow you to stay on task.,their functionality of being able to provide a text message as a reminder to make a call and easy integration with add-ons like ZenDesk, GetSatisfaction, Fresh-books among others. FEATURES

Free Plan For Upto 2 Users No les 250 Contacts Sales force Automation Lead Management (with the help of tracks) Marketing Campaigns can be run but with integration with Highrise Customer Support Task Management Email-Integration Can be done with the help of Build Tracks Calendar integration but with only ical, mozilla calendar or any other calendar that supports the ical format

Basic Plan For Upto 6 Users Enhanced Security 5 GB Storage 5000 Contacts Sales force Automation Lead Management (with the help of tracks) Marketing Campaigns can be run but with integration with Highrise Customer Support Task Management Email-Integration Can be done with the help of Build Tracks Calendar integration but with only ical, mozilla calendar or any other calendar that supports the ical format

Plus Plan For Upto 15 Users Enhanced Security 15 GB Storage 20,000 Contacts Sales force Automation Lead Management (with the help of tracks) Marketing Campaigns can be run but with integration with Highrise Customer Support Task Management Email-Integration Can be done with the help of Build Tracks Calendar integration but with only ical, mozilla calendar or any other calendar that supports the ical format

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High-Rise integration with Tracks

Tracks is a simple forecasting and pipeline management system, which integrates seamlessly with HighRise to provide additional functionalities of Sales and Pipeline Management.Tracks integrates itself with Google Apps also. Features of Tracks are as follows : Drag n Drop interface Weekly Updates Directly on Email Seamless Integration with HighRise and Google-Apps

Export to Excel Capability Free of Cost

MoneyChat India Rating

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 4 4 4

Rating Assigned

Overall Rating

4.25(Thumbs Up)

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V Tiger CRM
HIGHLIGHTS

Vtiger also provides an Open Source CRM software solution apart from Cloud Based which is used by over a 100,000 companies. It began as an experiment by AdventNet(today Zoho Corp) This CRM is a native thin-client, browser based application built on the Linux/Windows, Apache ,

OWNERSHIP Private BUSINESS MODEL Customer Service and Implementation Services for VTiger Open Source CRM SaaS for VTiger on Demand CRM PRODUCTS VTiger Open Source VTiger on Demand CUSTOMER FOCUS Mid-Size or Small Companies PRICING VTiger Open Source : Free VTiger On Demand : $12/User/Month

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VTiger CRM for StartUps

VTiger can be quite useful as it is Open Source , but like every other software it also has its Certain Strengths and Weaknesses Strengths : The nancial Proposition is hard to beat VTiger is pursuing a path of simplicity in terms of download, deployment and operation. Weaknesses For on-premise deployments, the installation of VTiger is a technical endeavor and outside the comfort zone of many nontechnical CRM Vendors i.e., the open-source CRM Software usually ends up costing more than the On-Demand Model because of the installation and Customer-Support Cost.

FEATURES

VTiger On Demand Basics Version Pricing Installation Hardware 24/5 Email & Phone Support Administration Services Automatic Bi-Monthly Updates Automatic Backups Features Google Contact/Cal Integration QuickBooks Online Integration Authorize.net Billing Integration Calendar Sharing* Advanced Customizations* 20 CRM Modules Access Anywhere Mobile Access** Yes Yes Yes Yes Yes Yes Yes Yes No No No No No Yes Yes Yes 6.0* $12/user/month Free Free Free Free Free Free 5.4 Free Free $ $ $ No No

VTiger Open Source

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MoneyChat India Rating for VTiger Open Source Version

Parameters Ease of Implementation Cost Integration with Other Applications Usability 2 3 2 4

Rating Assigned

Overall Rating

2.75(Thumbs Down)

MoneyChat India Rating for VTiger On Demand Version

Parameters Ease of Implementation Cost Integration with Other Applications Usability 4 2 3 4

Rating Assigned

Overall Rating

3.25(Neutral)

ASANA Customer Relationship Management

HIGHLIGHTS

Asana is a way for teams to communicate and collaborate with each other. Asana works to center teams around tasks It can be used as a Project Management, CRM, Applicant Tracking. It is used by Twitter, Uber, Linkedin, FourSquare

OWNERSHIP Private

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BUSINESS MODEL Hosted PRODUCTS Free Plan : Free upto the team of 30 members 30 Members Plan 50 Members Plan 75 Members Plan 100 Members Plan 100+ Members Plan CUSTOMER FOCUS Small and Mid-Size PRICING 30 Members Plan : $100/Month 50 Members Plan : $300/Month 75 Members Plan : $550/Month 100 Members Plan : $800/Month 100+ Members Plan :Contact the team

Asana for Start-Ups Asana is very useful for start-ups which are bootstrapping and there is a one man show. A single software i.e., Asana can be used for multiple purposes ranging from Project Management to Applicant Tracking etc.There are several other reasons that are as follows : The right people are using it. Twitter. Foursquare. Uber. LinkedIn.Rdio. Nationbuilder. Airbnb. Twilio. Takes the friction out of your startup. Every task and project and workspace is owned and can be followed and thereafter commented on by any other member of the team. No more emails about and instead of work: just work that everyone in your startup can track, comment and contribute to at the right level. A single System to solve multiple purposes ranging from Project Management to Customer Relationship Management System to Applicant Tracking to lead Generation system. Asana makes it easy to create workspaces for your core team and the different people in your startups life whom you connect with. Or you can invite outsiders to be part of a specic project. Or members of team can follow specic tasks. Being able to dene what needs doing, get feedback from the doer, let others track and comment on the item, project or workspace level squeezes out the need for endless email rounds.

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FEATURES

ASANA CRM Sales force Automation Lead Management Email-Integration Task Management Project Management Calendar integration Applicant Tracking

MoneyChat India Rating for Asana

Parameters Ease of Implementation Cost Integration with Other Applications Usability 5 5 4 4

Rating Assigned

Overall Rating

4.5(Thumbs Up)

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Scalability Phase

Eciency Phase

Salesforce Zoho CRM Boot-Strap Phase Zoho CRM FreeCRM Asana HighRise Tracks VTiger Zoho

Software Categories based on the Type of Software

Name of Software Zoho Salesforce FreeCRM Pipedrive HighRise VTiger Asana Tracks

Customer Resource Management Yes No Yes Yes Yes Yes Yes No

Lead Management Yes Yes Yes Yes Yes Yes Yes Yes

Market Campaign Management No No Yes No Yes No No No

Project Mangement No No No No No No Yes No

Software Categories based on the Business Model

Name of Software Zoho Salesforce FreeCRM PipeDrive HighRis VTiger Asna Tracks Yes Yes Yes Yes Yes Yes Yes Yes

Cloud Based No No No No No Yes No No

Physical installation Needed

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