WHITEPAPER
Controlling CRM Costs:
A Buyer’s Guide
AN ANALYSIS OF FEES, SUBSCRIPTIONS AND HIDDEN COSTS
CONTENTS
Executive Overview
3
Vendor Pricing Analysis
4
Microsoft Dynamics CRM
4
Salesforce.com 5
SugarCRM
Three-Year TCO Analysis
8
9
All Products (100 users)
10
Comparable Products (100 users)
11
Conclusion
12
Appendix/References
12
Controlling CRM Costs: A Buyer’s Guide
2
EXECUTIVE OVERVIEW
Today, most modern enterprise software is sold via a subscription model, meaning users
pay an annual fee to access the software. However, when it comes to customer relationship
management (CRM) initiatives, these subscription costs can be misleading. Many vendors
charge several additional fees to the user in order to fully realize the value of the CRM software.
These additional fees can include costs involved with accessing the software via a mobile
device, making additional customizations, and costs associated with integrating with other
data and technology systems inside and outside the organization. If a business does not fully
understand these potential pricing pitfalls, the total cost of ownership (TCO) of the overall CRM
initiative can rise considerably over the course of the deployment. However, by understanding
up-front what additional costs or fees may be incurred, organizations can make an educated,
if not more cost-effective choice when choosing a CRM provider.
This whitepaper provides a comparative price analysis of three leading CRM solutions on the
market today:
•
Microsoft Dynamics CRM
•
Salesforce
•
SugarCRM
For this analysis we looked at the following costs and requirements: for premise-based
solutions we included the server and end-user (named user) licenses and annual support
and maintenance fees. For on-demand solutions we looked at the annual end-user (named
user) subscription fees. Each solution had to provide mobile access,...