| Introduction |  | |
RightNow CRM | | |
Microsoft CRM 3.0 | | |
Verdict |
Verdict
As with most decisions, there is no clear-cut right or wrong answer when considering RightNow's product offering and Microsoft CRM 3.0.
Looking at the features and functionality in both feature sets, it appears that RightNow has a strong Web focus, with tools that you can integrate into your existing Web site. In addition, RightNow has a stronger toolset for managing support incidents and providing self-service options to customers.
On the other hand, Microsoft CRM features an easy-to-use interface and a tight integration with Outlook, which should cut down on training costs. And as with most installed applications, installing and configuring your own server provides more control over the application and its environment. It will also mean increased initial and on-going costs over a hosted solution, but you will need to run the numbers to ensure that the cost provides the same benefits of a hosted solution over the long-term.
It is also important to point out that the market for Microsoft is larger, so you also may find more third-party add-ins and complimentary technologies to Microsoft CRM if you are looking to integrate multiple IT systems with your CRM application. However, as a smaller player, RightNow has focused on innovation and feature set so you may find that it can provide a richer feature set without being tied down to cumbersome product cycles.
Which CRM application you choose is up to you, but one thing is for sure -- on-demand customer relationship management is here to stay.
| Introduction | | |
RightNow CRM | | |
Microsoft CRM 3.0 | | |
Verdict |
