Comparison of CRM software Essay Example

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Comparison of CRM Software: Introduction to CRM Software

The aim of the paper is to discuss three commercial CRM software and three free CRM software. The three commercial software are SalesForce, SugarCRM, and MS Dynamics while the free software is Suite CRM, Odoo and OpenCRX.

Brief description of each CRM software

The following is brief description of each of the CRM software:

  • SugarCRM — it was original a free source software but was changed to a subscription software. The software main functionality of the application includes reporting, social CRM, Mobile CRM, collaboration, customer support, marketing campaigns and sales force automation.

  • SalesForce — it focuses its operations in cloud computing overall all the services associated with CRM.

  • MS Dynamics – it is developed by Microsoft and focusses on service sectors, marketing and sales and accomplishes these activities through the use of different platforms including .NET based framework and XRM platform.

  • Suite CRM — it is an alternative to the SugarCRM which was initially free. It is rated among the best performing open source CRM.

  • Odoo — it is a web based open source application that is designed for different organizations and companies. Its suite of applications includes marketing campaign management, sales automation, lead management and other business reporting features

  • OpenCRX – it is an open CRM solution that fulfills the organization’s needs of different companies through provision of numerous features include marketing and service activities to intermediaries, suppliers, partners, or customers, coordination of sales generation and multifunctional capabilities

List of Components and Modules

The components and modules discussed in understanding the CRM software include languages (locations), marketing, sales, service and support, integration and management, productivity, data and analytics, and cost/pricing.

Table to Compare the Commercial CRM Software


Microsoft Dynamics CRM

SalesForce CRM

Sugar CRM


It supports more than 40 languages

It supports more than twenty languages and has customer relations locations in different continents

Support more than 35 international languages and the management system is designed in a manner that has unique features grouped in terms of continents


Marketing intelligence, social marketing, sales collaboration, lead management, multichannel campaigns and marketing resource management

Supports marketing activities through emails and social media, market automation

Data enrichment, social management, marketing analytics, email marketing, marketing automation, campaign management

Services offered include sales intelligence, mobile sales, content collaboration, planning and management, social selling and opportunity management

Support sales activities through performance management and social sales, customer service, track sales leads

Partner enablement, content enablement, social sales, analytics, relationship intelligence, eCommerce, proposal and contract management and performance management

Service and support

Service intelligence, knowledge, onsite service, agent enablement, portal and omnichannel

Have mechanisms for support and service provision, social media applications, social networking

Knowledge management, service analytics, social service, field service, voice of the customer, CTI integration, and Multichannel contact center

Integration and management

Social CRM, social engagement, social analytics, social listening, contacts, emails, integration platforms, cloud services

Supports integration requirements, calendars, contacts, partnered cloud services and accounting management systems

Cloud services, integration platforms, financial and accounting management, ERP


Management of small business, business process management, content management, calendar and enterprise collaboration

Offers numerous productivity and communication processes, limited software as a service deployment even though it is limited

Learning management, business process management, location based services, email and calendar, enterprise collaboration, web conferencing and content management

Data and analytics

Business intelligence, data enrichment, analytics

Have internal processes to analyze the data, has capability of supporting small business

Analytics, business intelligence, and data enrichment


The pricing is based on enterprise edition and business edition. Dynamics 365 Plan 1 is $70 per user/month for users between 500 and 999, Dynamics 365 Plan 2 for unlimited users at $210 per user/month, Team members edition between $4 and $10 per user per month and individual apps at $95-$190 per user per month

It offers four products called out of the box CRM for up to 5 users, complete CRM for any size team, deeply customizable sales CRM for your business and unlimited CRM power and support. The costs are $25, $75, $150 and $300 respectively

It offers three different products, which are billed user/month, which are sugar professional, sugar enterprise, and sugar ultimate with prices been $40, $65 and $150 respectively

Table to Compare the Free (Open-Source) CRM Software




Supports numerous languages

Multiple languages

Multiple languages


Maintains leads and contracts

eCommerce, purchase, and sales, email marketing

Marketing automation,

Ability to generate quotes ad invoices

Invoicing, point of sales

Salesforce automation, leads management, sales management

Service and support

Ability to migrate from Goldmine, Salesforce, Dynamics, Netsuite, SalesLogix, SugarCRM, Sage, ACT; customizations of the services, training, and development

Training and development, customization of services, limited usage because of costing if it reaches certain usage limits

Training and development, online assistance

Integration and management

Maintains notes and documents, Sage Line 50, JD Edwards, Joomla, WordPress, Google, Outlook

Different forms of communication

Communication including calendaring, contacts and email


Produces reports

Accounting, inventory, communication, mailing lists and contacts

Ability to manage pricing system, customization of sales processes,

Data and analytics

Storage of data is provided with minor analytic capacities

Minimal storage and minimal analytical tools

Data storage and analytics system


Limits control

Pricing when limits are surpassed

Donations for support

Table to compare all six CRM software

To understand the rating of the different CRM applications, percentage strategy is employed. The best feature is allocated 100% while the worst feature tends to move towards 0%. The ratings are based on the quality of the features or users value for money ideology.


Microsoft Dynamics CRM (%)

Sales Force CRM (%)

Sugar CRM (%)

SuiteCRM (%)

OpenCRX (%)



Service and support

Integration and management


Data and analytics



In conclusion, the free and commercial CRM software offer similar services but the variety are different. The level of consumer interaction, the availability of numerous applications integrated into the system, the pricing and costing strategy of the commercial applications comes with different benefits and requirements. The free open source software is free or comparatively cheaper, but the availability of the services and products are constrained. Depending on the size of the company and expected utilization of the applications, an organization has to weigh to determine the most appropriate application.

Works Cited

SugarCRM. Homepage. Web. November 9, 2016. Retrieved from

SalesForce. Homepage. Web. November 9, 2016. Retrieved from

MS Dynamics. Pricing. Web. November 9, 2016. Retrieved from

Suite CRM. Homepage. November 9, 2016. Retrieved from

Odoo. Homepage. November 9, 2016. Retrieved from

OpenCRX. Homepage. November 9, 2016. Retrieved from