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1Z0-610 - Siebel CRM On Demand 2006 administrator - Dump Information

Vendor : Oracle
Exam Code : 1Z0-610
Exam Name : Siebel CRM On Demand 2006 administrator
Questions and Answers : 81 Q & A
Updated On : February 15, 2019
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1Z0-610 Siebel CRM On Demand 2006 administrator

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1Z0-610 exam Dumps Source : Siebel CRM On Demand 2006 administrator

Test Code : 1Z0-610
Test Name : Siebel CRM On Demand 2006 administrator
Vendor Name : Oracle
Q&A : 81 Real Questions

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Oracle Siebel CRM On Demand

White Springs Recreates Miller Heiman's earnings entry supervisor for Oracle's Siebel CRM On Demand | killexams.com Real Questions and Pass4sure dumps

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Which companies are Oracle and Siebel On Demand CRM rivals? | killexams.com Real Questions and Pass4sure dumps

Which providers present products that you'd trust to be Oracle/Siebel On Demand CRM rivals? we're evaluating CRM and we're looking for alternatives to Siebel On Demand.

Oracle CRM On Demand's chief characteristic is that it is deployed as a utility as a carrier (SaaS) solution. As such, its leading opponents are the other "SaaS gamers" -- Salesforce.com and RightNow. Microsoft additionally presents a SaaS option. SaaS CRM items are gaining market acceptance due to quick time-to-value, usability and low upfront costs. This cost proposition is pleasing to SMB buyers and is getting expanded acceptance in instruments of enterprise-category businesses.

here's a abstract contrast for all four:

Oracle CRM On Demand

Oracle CRM On Demand's functionality has been stronger in the last 18 months. The equipment has very strong earnings drive automation (SFA) capabilities and offers sound assist for advertising, associate channel administration, customer service and analytics. but it surely lacks container provider and eCommerce capabilities. Oracle CRM is innovating with new capabilities akin to social CRM (Fusion aspect functions) to raise collaboration, innovation and adoption of CRM within agencies.

In mixture with its sister items, Oracle's Siebel and Siebel CRM expert version, Oracle CRM On Demand lets shoppers choose amongst commercial enterprise-grade SaaS, hosted, packaged and service oriented structure (SOA)-based mostly element purposes. Oracle CRM On Demand is most beneficial suited for agencies that want a SaaS deployment formula and are committed to the Oracle platform and Oracle technologies.

Salesforce CRM

Salesforce CRM is a straightforward-to-use tool with deep SFA capabilities. The product additionally boasts potent performance in associate relationship administration and sound guide for client carrier. where the solution is weaker, besides the fact that children, is in help for marketing, box provider, consumer analytics and eCommerce.

The software is constructed on proper of a latest architecture, enabling for potent scalability, reliability and availability, and openness to hook up with other applications via net functions. despite the fact, the product is just attainable in SaaS deployment, so businesses choosing Salesforce.com need to be dedicated to the SaaS deployment mannequin. Salesforce.com CRM is an utility most fulfilling appropriate for groups that are seeking an easy-to-use, all of a sudden deployable income management and consumer carrier CRM application, and who're committed to the SaaS as deployment approach.

RightNow CRM

The enterprise's mission is to help organizations grow their groups with the aid of supplying enhanced customer experiences while reducing working charges. RightNow CRM's key strengths are customer service and internationalization. Its low upfront software expenses are fascinating to organizations which are hesitant to commit significant amounts of capital to a CRM product. Drawbacks to the answer, however, are weak assist for box provider and eCommerce.

despite the fact the colossal majority of consumers choose RightNow CRM in SaaS deployment, the product is also available in on-premise deployment and the code base is the same — permitting buyers the flexibility to migrate from one deployment system to another. it is optimum suited for B2C businesses in want of a consumer carrier-centric CRM suite answer with a speedy time-to-price.

Microsoft Dynamics CRM

Microsoft is making an attempt to exploit its desktop functions energy. The Dynamics CRM product gives sound, however no longer industry-main, capabilities in revenue, advertising and client carrier, however is weaker in eCommerce, accomplice channel management and box provider.

buyers have a full range of deployment alternatives: on-premise, SaaS, on-premise hosted or hybrid. The answer's code is an identical regardless of deployment option, so migration from one deployment class to one more is comparatively effortless. enterprise consumers might be interested in Microsoft Dynamics CRM if they have made a dedication to a Microsoft infrastructure with a view to reduce their complete cost of possession (TCO) in purchasing and managing business technologies. patrons additionally like Microsoft Dynamics CRM's usability, lower cost and its quick time-to-value compared with natural CRM purposes.

Editor's notice: find out about different SaaS CRM vendors in our CRM product listing.


Oracle Siebel Releases CRM On Demand Integration Pack | killexams.com Real Questions and Pass4sure dumps

TMCnet Contributing Editor

Oracle (information - Alert) has announced the everyday availability of the Siebel CRM On Demand Integration Pack for Oracle E-company Suite, described by way of Oracle officials as "supplying pre-built integration between its subscription CRM application" and returned office suite.

And hello, it can also be yours for $30,000 per processor. terms, circumstances and restrictions follow. Contact our respectable friends at Oracle for the lowdown.

This latest edition of Siebel CRM On Demand lets shoppers pace the implementation of conclusion-to-end enterprise techniques, in keeping with the product description from Oracle.

The Siebel CRM On Demand Integration Pack for Oracle E-business Suite -- or SCODIPOES, as it's conversationally widespread -- is a element of the Oracle utility Integration structure, during which Oracle is delivering pre-constructed integrations across Oracle ERP, CRM and industry functions using a common object model and an open, business manner Execution Language based mostly platform.

These integration capabilities give consumers and companions the capacity to integrate between Siebel CRM On Demand with other purposes and methods. as an example, Oracle officials say, the SCODIPOES "streamlines business procedures that span purposes, such because the probability to cite/order process."

The pre-constructed SCODIPOES -- i am getting fond of that acronym, however i am pessimistic on its legs -- comes with now not best bi-directional information synchronization, but also UI-level enterprise procedure integration across both purposes. It makes use of Oracle Fusion Middleware know-how.

Anthony Lye, Oracle Senior vp, CRM On Demand, says SCODIPOES lets groups "install complicated client-facing company methods that span the front and lower back workplace," combining Oracle E-enterprise Suite with the interface of Siebel CRM On Demand.

remaining month Oracle announced that latest CRM customer Swisscom, a communications company in Switzerland, has applied Oracle Communications Billing and salary management to "convey and invoice for media and leisure features together with ringtone and film downloads and IPTV."

Swisscom officials say the utility is tasked with improving the time to market for brand new media and enjoyment services from nine months to a number of weeks.

Swisscom has been the use of Oracle's Siebel applications for its entrance-office and customer relationship management (CRM) application to its more than four million fixed line and 4 million cell customers, as well as broadband and IPTV (information - Alert) subscribers.

In mid-April Nucleus analysis, a seller of tips know-how analysis and advisory services, released its Siebel CRM On Demand Guidebook.

obtainable at http://www.nucleusresearch.com/, the e-book "highlights the experiences of both fresh and lengthy-time purchasers" of Oracle's Siebel CRM On Demand, prescribing "surest practices for deployment, first-class-tuning and missteps to keep away from in maximizing value from Siebel CRM On Demand," in keeping with Nucleus officers.

David Sims is a contributing editor for TMC (information - Alert) web.  For greater articles please talk over with David Sims' columnist page.

[ Back To TMCnet.com's Homepage ]


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Cisco WebEx and Oracle Launch Collaborative CRM Solution | killexams.com real questions and Pass4sure dumps

SANTA CLARA, Calif., October 23, 2007 - On-demand collaboration applications and services leader WebEx, now part of Cisco®, and Oracle, the world's largest enterprise software company, today announced that they will offer Oracle's Siebel CRM On Demand Service, an award-winning customer relationship management (CRM) application service, through the WebEx Connect application ecosystem. CRM On Demand by Oracle delivered by WebEx combines Cisco WebEx's on-demand collaboration expertise with Oracle's enterprise-class Siebel CRM On Demand Service, to create a collaborative CRM designed to accelerate sales cycles at businesses of any size.

According to Gartner Group, the worldwide CRM sector is expected to exceed $7.4 billion in 2007, climbing to $11.4 billion in 2011. Growth for on-demand CRM solutions is projected to be twice the rate of the overall CRM sector.

"Together, Oracle and Cisco WebEx have the integrated solution that companies need to manage their customer relationships and make it easy to do business cost effectively online," said Erica Ruliffson, group vice president, Siebel CRM On Demand North America sales.

WebEx Connect enables a new generation of collaborative business applications and services. The WebEx Connect client allows users to build mashup applications customized for particular business processes from on-demand, on-premise or on-the-desktop applications. For example, a WebEx Connect user can quickly build a sales mashup with WebEx Sales Center, Siebel CRM On Demand, a social networking site, and an e-mail and calendaring client. These business mashups improve productivity by integrating with WebEx Connect's unified collaboration and communications capabilities to provide contextual collaboration within a business process.

"Effective collaboration accelerates any business cycle, and when combined with CRM, brings salespeople closer to their customers," said Subrah Iyar, vice president and general manager, Cisco WebEx. "This alliance brings together three fast-moving trends: enterprise 2.0 mashups, the explosive CRM area and on-demand application platforms."

WebEx CRM On Demand by Oracle delivered by WebEx allows sales professionals to manage their entire sales process from within a single collaborative application suite. Users can easily market, demonstrate, present, track, forecast and close with the combined capabilities of WebEx collaborative applications and Siebel CRM On Demand.

WebEx CRM On Demand by Oracle delivered by WebEx offers a comprehensive set of CRM capabilities including:

  • Sales management tools that allow users to engage prospects at key points in the sales process
  • Sales dashboards that consolidate critical information and streamline activities for a 360-degree view of every opportunity
  • Integrated reporting to improve sales productivity by automatically tracking WebEx meetings and prospecting activity
  • Powerful forecasting, reporting and pipeline visualization tools to analyze sales data
  • Real-time process management to optimize sales methodologies with testing and analytical feedback
  • CRM On Demand by Oracle is available today from the Cisco WebEx sales organization; it is scheduled to be available through the WebEx Connect application ecosystem in early 2008. For more information, go to, http://www.webex.com/smb/oracle-crm.html

    On November 6, WebEx will host a free webinar on accelerating sales cycles with collaborative CRM. To register, please visit, http://www.webex.com/web-seminars/view_event/667110863

    WebEx and Oracle will both be presenting how they are integrating the power of Web 2.0 technologies with proven sales techniques to increase sales velocity and volume at the upcoming Sales 2.0 conference, www.sales20conf.com

    About WebEx Connect

    WebEx's CRM On Demand by Oracle delivered by WebEx is one of the many applications users will be able to access through their WebEx Connect and its grid of applications. Announced in September 2006, WebEx Connect will enable users to integrate data from multiple applications into collaborative workspaces, custom designed for their particular workflows and business processes. Unlike traditional transactional applications, WebEx Connect is designed to improve productivity by enhancing collaboration and interaction between individuals. By using open Web 2.0 protocols and collaborative WebEx applications programming interfaces (APIs), WebEx Connect will make it easy to adapt on-demand, desktop, and enterprise applications to create composite, "mashup" applications.

    About Oracle

    Oracle (Nasdaq: ORCL) is the world's largest enterprise software company. For more information about Oracle, visit our Web site at http://www.oracle.com.


    Oracle CRM On Demand data integration raises big issues | killexams.com real questions and Pass4sure dumps

    Integrating data from hosted Oracle CRM On Demand applications with on-premise IT systems can improve overall effectiveness and productivity everywhere from the call center to the sales department to executive offices, but companies had better take a hard look in the mirror before getting starting, according to industry experts and IT professionals.

    It's a lesson that Wayne Sadin, the CIO of Loomis, a158-year-old secure cash handling and automated teller machine servicing company headquartered in Houston, knows all too well.

    Sadin oversaw his firm's recent migration from Salesforce.com's hosted sales force automation (SFA) application to Oracle CRM On Demand, the hosted CRM offering Oracle acquired from Siebel Systems Inc. in 2006.

    Ever since going live with the product just over a year ago, Loomis has been using Oracle CRM On Demand primarily to let sales representatives manage the process of moving a lead from suspect to prospect to order to billing. Sales managers, meanwhile, use the system to follow the progress their sales teams are making in the field.

    Today, Sadin and his team are preparing to integrate Oracle CRM On Demand data with its internal IT infrastructure and applications.

    Loomis currently uses Oracle CRM On Demand for SFA while running a host of other Oracle E-Business Suite applications, including on-premise customer service applications. As part of planning for the data integration initiative, Sadin said, his firm had to get a very precise handle on what it hoped to accomplish, because identifying and stating those goals clearly would ultimately help dictate how the company should proceed from a technological standpoint.

     The firm decided that the primary reason for the Oracle CRM On Demand data integration project was to make sure that the company's sales reps had better information at their fingertips when meeting with clients. Oftentimes in the past, sales reps would enter into a meeting hoping to sell the client on a new product or service, not knowing that the client was behind on his payments or was miffed about some sort of service-related snafu. Loomis also hopes to provide its sales reps with better information about where they stand with regard to their commission payments.

    "The challenge is [that] you've got sales on demand and everything else on-premise, and we have a lot of data," Sadin said. "Now, how do we best get that data to the salespeople?"

    After identifying the goals, the company quickly realized that the actual Oracle CRM On Demand data integration initiative was one of the last pieces of the puzzle. First, Sadin said, the company would have to launch some new applications. They included Oracle's incentive compensation system, which will serve as the commission-tracking system, and Oracle I-Receivables, which is an electronic interface to Oracle E-Business Suite Receivables that will allow Loomis to customize bills and interact with customers when they have billing questions.

    As part of the Oracle CRM On Demand data integration project, Loomis invested in Oracle's Application Integration Architecture (AIA) and its general-approach Product Integration Pack. Through Oracle's AIA and Product Integration Pack offering, users can build and customize connections between applications whether they're hosted or in-house.

    "We looked at Oracle's approach and [realized] that if we buy all the stuff from Oracle, it fits together really beautifully," Sadin explained. "All the stuff dovetails and so we can do things like pull commission information out of the accounts receivable system, and we can start with a sale [and] flow that data into our billing and contract system. And with the commission system, we can calculate the commission and show it to the rep."

    Oracle CRM On Demand data integration: More things to consider The whole idea of combining on-premise data and applications with data gleaned from Oracle CRM On Demand – or any other hosted, on-demand or Software as a Service (SaaS)-type application – brings up architectural concerns that require a company to understand exactly where it is now and where it would like to be in the future, according to experts.

    "This raises a pretty big issue, and that is how to proceed across multiple sources for data services and SaaS-type activities," said Dana Gardner, principal analyst with Interarbor Solutions, a Gilford, N.H.-based IT architecture and consulting firm. "For [perhaps] decades, people have been dealing with integration, and now they've got basically another integration point."

    Tactics versus strategy For Loomis, which already had a major investment in Oracle E-Business Suite, the path was clear: Add the E-Business Suite applications necessary to accomplish company goals and connect those with Oracle CRM On Demand and existing in-house applications through Oracle AIA.

    Industry experts say, however, that other companies using Oracle CRM On Demand may be dealing with a greater hodgepodge of vendors' applications in-house, and the choices may not be as clear. Those firms may be tempted to conduct point-to-point data integrations to satisfy the needs of the moment, but experts say that isn't always a solid long-term solution.

    "I think in a lot of cases what you've got are tactical versus strategic issues," Gardner said. "On a tactical basis, companies might just look at one particular application like CRM and decide that they don't need to do an architectural reevaluation because they're simply going to bring in one little data stream and use that across several different processes that they're focused on. But if you start doing that for multiple applications, you're going to run into a complexity roadblock."

    Instead, Gardner said, companies should be thinking more strategically. That means focusing on how the firm can make the Oracle CRM On Demand data integration work across applications at the enterprise level. The strategic approach, he said, requires deep thought about service-oriented architecture (SOA), standards, and more methodological approaches to things like governance and data quality.

    "For a lot of companies, it makes sense to start thinking about your strategy even if you're only embarking on some of these tactical activities," he said.

    For companies dealing with that greater hodgepodge of in-house applications, there are third-party software vendors that can help out with an Oracle CRM On Demand data integration, according to Liz Herbert, a senior analyst with Cambridge, Mass.-based Forrester Research Inc.

    "Some people do like point-to-point coding type integrations if they're not interested in using any of these tools," Herbert said. "But I think that is sort of dying off. Up until about a year ago, that approach was still heavily used."

    Don't overanalyze One key lesson that Loomis's Sadin has learned through his experiences with Oracle CRM On Demand is not to overanalyze the project in the boardroom. Instead, he said, grab a test server and take a look at what the data flow from Oracle CRM On Demand will look like when it's hooked up with an in-house system. Doing so may reveal some unexpected benefits.

    "If you have a running E-Business suite and you have a running on-demand system, you can analyze this to death, or you can take the approach of putting the product right into test," Sadin said. "You'll probably find that you need to modify less than you thought. With the Oracle system, it's easy to change certain things or certain behaviors, but the data stays fairly constant unless you really take a hatchet to it."

    Sadin's closing advice to those embarking on an Oracle CRM On Demand data integration project?

    "Don't be afraid to integrate on premise and on demand," he said. "The world is moving to the cloud, whatever that means to you, and the sooner that people start figuring out that you don't control everything anymore, the sooner they're going to build the governance and the management infrastructure to help their company change more quickly."


    Comparison of SAP C/4 HANA and Salesforce | killexams.com real questions and Pass4sure dumps

    Introduction

    After attending SAP’s flagship conference a few months ago, I left intrigued on the new pitch SAP made to everyone who attended the conference. There is usually something to entice people with the latest and greatest thing us technologist have to have. Basically, generating more sales for SAP. It was S/4 HANA, then Leonardo, and now something called C/4 HANA. It is the tech giant’s attempt to enhance the digital experience, get to know the customer better, and directly compete against Salesforce in the CRM space. The “C” stands for customer and the “4” stands for 4th generation. SAP isn’t the greatest when naming its tools and they keep changing acronyms every couple months; however, this aligns with the rest of the HANA platform. C/4 HANA is a rebranding of Hybris and the newly acquired Callidus Cloud technologies to provide a holistic customer experience.

    In the press release announcing C/4 HANA, Bill McDermott, SAP CEO, says, “SAP was the last to accept the status quo of CRM and is now the first to change it. The legacy CRM systems are all about sales; SAP C/4 HANA is all about the customer.” Really? SAP CRM was the legacy provider and generally behind the status quo. They must have conveniently forgot they were the flagship CRM provider with SAP CRM. It was the go to CRM application until Siebel and ultimately Salesforce came along and disrupted the whole industry with cloud computing and a no code approach to SaaS. SAP then followed up with CRM on Demand and C4C.

    With all that aside, McDermott is correct. CRM systems are more than just sales force automation, but technologies that help business have a single view of the customer. The more we understand our customers through their behavior, orders, people, etc, the better we can service them which ultimately leads to a better relationship and more revenue.

    The following does a side by side comparison of both SAP C/4 HANA and Salesforce. It would be impossible to compare everything apples to apples, but I focused on high level functionality and provided a very simplistic view for understanding purposes. Each application is broken into four major clouds: Marketing, Commerce, Sales and Service. There is an underlying data layer or “Platform” for each application that serves as the base layer for each cloud along with the capability of extending the functionality beyond what each cloud offers.

    Marketing Cloud

    The current version of SAP Marketing Cloud is similar to salesforce’s Pardot. Both do a very good job on tracking customer behavior, campaign management, and leveraging machine-based learning for smarter lead nurturing.

    However, Salesforce Marketing Cloud is more than just Pardot. They have provided other features in Journey Builder, Social Studio and Advertising Studio that brings together commerce, sales and service powered by Einstein, artificial intelligence software, that uses hundreds of millions of data points to track consumer behavior. For example, a marketer can automatically turn off advertising of a specific product to a customer if a service request has been put in. There is nothing more irritating than having a promotion flash in front of you on how amazing the product is when you just had an issue with it. Salesforce Marketing Cloud allows you to consolidate all social media content about your brand and create service tickets real time to address issues people are posting. Mobile Studio uses location-based technologies and allows you to deliver mobile messages alongside email, ads, and web campaigns to create a consistent customer journey across every channel.

    As of today (Aug 2018), only campaign management leverages SAP Leonardo. On the roadmap SAP will further that capability to Lead Conversion Propensity and Customer Retention. One highlight for SAP Marketing Cloud is the Agency Collaboration. It enables customers and marketing agencies to collaborate on marketing activities. You can hand over the keys to the castle for all marketing activities in your system or allow agencies access to a portion.

    Advantage: Salesforce

    Commerce Cloud

    Though Salesforce Commerce Cloud is a visionary leader for eCommerce in its ease to install, easy to manage and simple licensing, it isn’t truly comparable to the vast capabilities of SAP Commerce Cloud. Salesforce made a push for relevance in the commerce space in 2018 with the purchase of CloudCraze. It gives consumers a personalized shopping journey through multiple channels including web, mobile, social and in-store. However, CloudCraze and Salesforce Commerce Cloud are built on two different platforms and since this is a new acquisition, the roadmap of integration is still unclear. Additionally, the Commerce Cloud is a one size fits all approach to any industry. This could require additional investments in customizations or partner channel components to fit one’s business model.

    The SAP Commerce Cloud (previous known as Hybris) as been the leader in the B2B space for nearly a decade. It was named the best commerce platform for 2018 according to the Gartner (magic quadrant below). The industry accelerators, comprising layouts and customer journey templates can get customers up and running very quickly. The most significant differentiator is the integration across the C/4 HANA platform. A customer can review their price lists, analyze inventory levels and see order document flows from S/4 HANA in SAP Commerce Cloud in real time without middleware or custom integration. It brings your ERP system to the customer. Additionally, customer service can easily assist customer with issues by having the ability to emulate the customer’s cart and finish off purchases.

    Advantage: SAP

    Sales Cloud

    Although Salesforce and SAP offer similar functionality in this area, SAP’s integration to S/4 HANA gives it a slight competitive edge. The main selling point for the SAP C/4 Sales Cloud is bringing ERP data through to CRM. No need for middleware or integration. Seamlessly connect customer order information, document flow and invoicing into SAP Sales Cloud. This can be done with Salesforce but does require additional adapters to be configured or developed.

    SAP has made strides in improving the functionality and user interface, but still have some ways to go. Along with the integration, SAP Sales Cloud has native features for Leonardo backed account scoring, mapping and route optimization, real time inventory availability (roadmap for Q3 2018) and, with the CallidusCloud acquisition, a very robust sales person compensation engine.

    The Salesforce Sales Cloud is the crux of the salesforce platform and clear industry leader and stays the leader in the Gartner Magic Quadrant for sales automation for the 12th year in a row. It is important to look at Salesforce Sales Cloud as more than just a sales automation tool, but a platform for business visibility and collaboration. It is easy for a non-technical user to extend the application functionality to address workflow and approval processes throughout the organization. It is possible to do in the SAP Sales Cloud, but very cumbersome and clunky.

    Additionally, Salesforce reinvented its user interface with the Lightning Experience. They built the interface from the ground up having mobile in mind with feedback from thousands of customers. It enables salespeople to work smarter and faster. Everything important for the salesperson is at their fingertips. For example, the Kanban view for list. A salesperson can update their Opportunity Pipeline by dragging it from one stage to another. With the SAP Sales Cloud user interface, there were too many tabs and clicks to get to the information the user really needed. The salesforce user experience is far better and more intuitive than the SAP Sales Cloud. The user experience is what drives adoption and should be kept in mind when reviewing CRM options.

    The Salesforce mobile experience was designed for the phone and the main emphasis was how many functions can a person do with the swipe of a thumb. Salesforce also optimized the interface for the Apple watch. SAP Sales Cloud mobile platform is very similar to the web platform with too many tiny clicks to get information. It is not efficient and cumbersome for people on the road.

    Advantage: Push

    Service Cloud

    The functionality between SAP Service Cloud and Salesforce Service Cloud is very similar. The former focusing more on field service requests and the latter focusing on a traditional call center support. Both provide machine learning for service tickets, knowledge management and smart routing through telephony integration.

    The same advantages for each application like above with SAP Service Cloud seamlessly integrated with the back office for invoicing and credits while Salesforce Service Cloud provides the user convenient widgets to address customers very quickly.

    Advantage: Push

    Ecosystem

    When I was at an age where marriage was top of mind for my family, my dad sat me down and ran through important qualities for my spouse to have. Like all dads, he was providing me decades of wisdom. As Indians the most important part of marriage he conveyed is “you aren’t just marrying the girl, but the whole family.” Oh so true of technology. Just like the Google vs Apple vs Amazon, you are not choosing a technology, but an ecosystem.

    Solution Implementation Partners

    Both SAP and Salesforce have a vast partner network with Salesforce probably a slight edge on volume of solution implementation (SI) partners due to reduced barriers to entry. However, there is a significant difference between approaching ERP implementations and CRM implementations. With ERP implementations, they are very well defined because at the end of the day the numbers must be correct. SI’s are gathering requirements from Operations and Finance people. ERP implementations take at least a year to 18 months…and those are considered the fast ones.

    A CRM implementation approach is vastly different. The primary stakeholders are Sales and Marketing from the onset. To get solid requirements from a sales person is a near impossible task. Generally, requirements are vague and broad. “Give me all the information and let me decide what I want to use and when.” Even after requirements and development, there needs some course correction. “I know you did exactly what I asked, but now that I see it, can we change things around.” The ERP SI’s don’t handle this well and change request run about; however, with salesforce SI’s, this is run of the mill project delivery.

    With that said, if SAP is relying on its SI’s to deliver C/4, I haven’t seen the robust change in approach, resource and organizational change from its major SI’s. SAP has introduced a great technology, but it will take a bit of time for the partner network to really figure out on how to implement it.

    Marketplace

    Both technologies do have a wide array of product offerings in their respective marketplaces; however, the Salesforce marketplace, as known as the AppExchange, has a plethora of free and paid applications to meet every need a business has. Just like the iPhone, if you feel like there is something missing in your salesforce instance, trust me, there is an app for that.

    Customer Support

    Gartner cited in a report: “Salesforce customers see the vendor not just as a CRM software provider, but as a strategic advisor on how to innovate and grow their business overall. This is a rare position of trust that very few competitors can match.” For SAP, they will eventually solve the issue, but it takes a bit more effort to get to the right person, a bit more time and sometimes the code fix will break something else. As of today, the SAP CRM technical documentation is light and isn’t readily available for all modules.

    The training Salesforce provides through its Trailhead is remarkably well done. Salesforce takes novice user through each function and has users build demos. It is a clearly thought out and well executed plan to educate users on how to become a salesforce expert. You don’t have to be technically inclined to be a proficient administrator in Salesforce. Users can earn badges as they work their way through each learning path.

    Aside from the responsive customer service organization, salesforce has a vast community that has formed to help anyone in the salesforce community. People take pride on the gamification aspect of support and serves as the first resource of support.

    Advantage: Salesforce

    Cost

    It is already interesting when you try to compare pricing. Salesforce keeps it confusing on purpose, but SAP takes it to a whole new level when it comes to pricing. Again, it won’t be an apples to apples comparison and this is just list pricing. These can be negotiated in the right circumstances. I am only comparing the middle tier pricing for both offers because that can get you most of what a business needs.

    Salesforce:

    Essentials — $25/user/month — this gets you access to the platforms and ability to work with custom objects. No opportunity access

    Enterprise Sales Cloud — $150/user/month

    Commerce Cloud — revenue-based subscription model

    SAP:

    Sales Cloud — $117/user/month

    Commerce Cloud — fixed and consumption subscription model (based on the number of orders)

    Summary and Conclusion

    Here is a high-level pros and cons for each application:

    It is hard to determine a clear-cut winner because the way both companies have dedicated themselves to innovation and advancement of their products, their deficiencies will be addressed by the time I complete this document. For example, we will see what salesforce does with the Mulesoft acquisition and have a seamless connector to any back office system. The choice between technologies depends on the situation, business requirements, and the ecosystem for each organization.

    There is a compelling argument to choose SAP CRM because of the seamless integration with the back-office processes. This allows for a complete solution without data being migrated back and forth between systems. The 4th attempt…I mean 4th generation CRM product from SAP finally hits the mark of what a CRM should be instead of just an afterthought. If companies want to reduce the technology footprint and are implementing S/4 HANA for ERP, the C/4 solution is a viable option.

    In a technology innovation fight, it is hard not to back the company that has been in the top 3 of Forbes “Most Innovative Company” for the last 8 years. Salesforce dominates the market for customer-relationship software. The company had 19.6 percent of the market in 2017, according to industry research firm IDC. Oracle was №2 with 7.1 percent, and SAP had 6.5 percent. The way salesforce’s revenues have been growing, they don’t show signs of slowing down anytime soon. If you already have Salesforce implemented with the integrations to an ERP system, then it makes sense to stick with the current technology stack. The business case or ROI on just changing technologies for the sake of change isn’t a very compelling sell for executives. The SAP C/4 functionality and what SAP has on their roadmap isn’t persuasive enough to replace an existing salesforce solution.

    It will be interesting to see how both companies compete against each other. SAP will invest a significant amount of capital and resources to keep enhancing and have C/4 on par with the rest of the HANA platform. Salesforce is a CRM company, and this is their only focus. The winner is the end consumer, who will benefit from the rapid innovation and addition of features to the overall delivery.

    Sameer Afsar

    Sameer is a technology executive focused on helping businesses with digital transformations. Skilled in Business Process Improvement, Sales Efficiency, Analytics, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP).



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