Customer Relationship Management Systems Essay

797 Words 4 Pages
Customer Relationship Management (CRM) systems are an essential portion of businesses of all sizes. According to the Stair textbook, Principles of Information Systems, “CRM software automates and integrates the functions of sales, marketing, and service in an organization.” (p. 376) (Stair) Research identifies key features of CRM, compares two current software solutions delivering CRM, and recommends the best CRM for the ongoing case, Houston Area Consulting Services (HACS) and their proposed Remote Access and TeleCommunication System (RATS). The two CRM systems reviewed and compared are Microsoft Dynamics CRM and Sugar CRM.

Most Customer Relationship Management (CRM) systems provide several key features:
a. Electronic database to
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c. Customer service and support
Manage accounts with insight and collaboration, enhance customer service with insightful, actionable intelligence, respond to cases quickly and precisely, simplify contract management and workflow triggers, streamline scheduling with all resources required to perform a service, establish processes that facilitate a connected organization.
d. Cost: Advertised for $34 per user per month for the 2011 version (promotion pricing available until June 30, 2011).

Sugar CRM is an open-source software-solution vendor, promoting 14 languages, social CRM, and cross-platform support. The Sugar CRM company website publicizes “Product functionality includes sales-force automation, marketing campaigns, customer support, collaboration and reporting.” (, SugarCRM)

The following features are available for Sugar CRM:
a. Organize and Share Customer Information
Similar to MS Dynamics CRM, Sugar CRM supports sales force automation for Sales, Marketing, Support, Reporting, Collaboration, and Mobile access anywhere and anytime.
b. Measure and report across the company
Sugar CRM claims to offer a “more modern, flexible

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