CRM’s Dirty Little Secret

What the competition doesn’t tell you about pricing.

About the White Paper

Learn how other CRM vendors disguise and hide their pricing. This short analysis provides some basic insight into the costs of buying and maintaining a CRM system. Several pricing and deployment models exist – and it is important to understand which model best addresses the pressing business issues.

The way companies use and pay for customer relationship management (CRM) software has changed significantly over the past decade. Moving from a predominantly perpetual license-based system, where companies paid a large up-front sum and then smaller annual maintenance fees, CRM software providers are now moving towards monthly or annual subscription fees to access CRM software on the Internet.

The various pricing schemes can create confusion among buyers as they try to assess the total cost-of-ownership (TCO) of different CRM services priced under various schemes. For example, there are still several companies offering license-based pricing models. Also, some companies offer a subscription option in addition to a perpetual license option.

The following analysis provides a comparative price analysis of three CRM solutions for mid-market organisations. Forrester Research defines mid-market organisations as any organisation, or department with revenues of less than $1 billion and/or fewer than 2,000 employees.

The CRM solutions included in this TCO analysis are:

  • Microsoft Dynamics CRM
  • Salesforce.com
  • SugarCRM

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