Best Enterprise CRM Software Solutions for 2020

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CRM software is a game-changer. It boosts productivity (up to 34% according to one report) and helps you capture customer information, track existing and potential customers, develop marketing campaigns, and automate almost every process. With an enterprise CRM software solution, the capabilities are even more powerful. However, with so many service providers, different solutions and their distinguished features, the CRM world can be highly confusing. How do you figure out what exactly you need?

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Best Enterprise CRM Software Solution

If you’re new to the CRM game and searching for a solution, this article will help clear up any confusion you have about what an enterprise CRM is and how it’s different from a standard CRM.

Although the two types share similar features, they cater to different target customers. We’ll look at some of the top enterprise systems on the market. But before we delve into that, let’s take some time to understand the ins and outs of enterprise CRM software.

What is an Enterprise CRM?

An enterprise CRM is designed for larger companies with robust and complicated business needs and helps coordinate cross-functional processes that directly impact sales and customer service. An enterprise platform is considered to be ideal for organizations that have multiple departments and teams and are dependent on instant CRM data.

Apart from solving supply chain challenges, logging customer interactions and handling lead generation, the software offers plenty of user profiles for sales and marketing teams.

What are the Core Features?

Because CRMs designed for enterprise companies are built to handle a range of complex tasks, data and workflows, they’re often jam-packed with features. Some of the most common include:

  • Analytical dashboards and reports
  • Consolidated and organized customer data
  • Sales automation and forecasting
  • Analytics-driven sales measures
  • Compact lead and opportunity management
  • Centralized communication channels
  • Streamlined workflows and tasks

Obviously, the cost of enterprise CRM solutions is much higher than what you’d pay for a standard CRM. However, the additional cost can be attributed to the time and manpower that’s required to customize a solution to your exact requirements and deploy it. The higher cost also includes robust support, ensuring a constant point of contact to help you through unexpected problems or implementation issues.
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How Will an Enterprise Solution Help Your Business?

Simply put, an enterprise CRM system facilitates collaboration and information sharing among employees who work directly with prospects and clients. This can include sales and marketing staff, accounting personnel, help desk teams, call center reps and others. With a solution like this, you can allow third-party sales channel partners to leverage all the benefits of a CRM, thanks to communication and coordination tools that extend beyond the company walls.

Most importantly, an enterprise platform helps centralize accurate, real-time customer information. Having access to this data helps you enable all customer-facing employees to gain insights into client behaviors and understand their interests, ensuring informed and intelligent interactions that lead to improved customer experiences.

Enterprise CRM vs. SMB CRM

How exactly is an enterprise CRM different from other CRM solutions? To answer that, it’s best to analyze them in terms of functionalities.

To begin with, enterprise operations may span multiple countries or territories and various product lines. On the other hand, small-scale businesses usually cater to a specific region, with limited products. As a result, a large business needs a platform with exhaustive contact management and scheduling functionalities to effectively sustain their operations.

Another factor is complexity. While the sales and marketing departments at SMBs typically use CRM software for coordinating campaigns, lead generation and promotions, enterprises are in need of platforms with higher capabilities. This is because they have various business units with several sales and marketing teams, interacting regularly with existing clients and prospects.

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Top 5 Enterprise CRM Solutions

Although most of the enterprise requirements sound pretty basic, it’s surprisingly difficult to find tools that deliver on the essentials for big businesses. So here’s our list of top five customer relationship management platforms that genuinely offer the enterprise package:

Salesforce Sales Cloud

Salesforce’s Sales Cloud offering is designed to support marketing, customer support and sales in B2B and B2C companies. Capabilities include lead management, opportunity management, visual workflows, quote management and more. Sales Cloud is particularly useful for companies with more than one sales department, thanks to advanced administration and customization features that allow deployment at a large scale.

As a SaaS product, it supports both desktop and mobile devices, enabling users to track accounts, manage deals and access data on the go. It’s suitable for businesses of all sizes across industries like financial services, healthcare, retail, media, manufacturing, hospitality, wealth management and more.

Salesforce Sales Cloud

The dashboard view in Salesforce Sales Cloud.

Top Benefits

  • AI-Powered Insights: You can evaluate the effectiveness of business campaigns with the system’s AI engine Einstein, which offers insights from sales channels by analyzing past deals and predicting outcomes. It automates workflows and core processes, helps prioritize the most promising leads, and offers next-step recommendations.
  • Easy Integration: Sales Cloud integrates with e-commerce platforms, ERP software, ITSM, social media, accounting systems and content management systems, enabling aligned workflows and mutual data exchange. The system also integrates with Gmail and Outlook to sync mobile devices, calendars and email inboxes.
  • Robust Customer Support: Users can get answers on technical aspects from the Trailblazer community, which offers self-service opportunities. Salesforce offers reports and podcasts, blogs with extensive articles, and online training via its Trailhead program.
  • Efficient Territory Management: You can manage territory assignments, hierarchies and assignment rules, model territories logically and flexibly, and assign the right sales reps to customers. Territory roles make it easier to close deals by identifying collaborators, colleagues and other key resources.
  • Improved Engagement and Forecasting: Sales reps can connect with customers better by sending personalized messages from a mobile app or desktop client. They can track campaign performance using an interactive graphical dashboard, understand interests by studying detailed views of a prospect’s history, and reach out to them promptly based on real-time alerts. Managers can view forecasts and adjustments, track sales reps’ performance and view the entire lead pipeline to make decisions. The app can be customized to reflect sales and forecasting stages.

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Key Features

  • Contact Management: A 360-degree view of customers’ activity history, communications, social data and internal account discussions helps sales reps collaborate smoothly, as well as share important business documents and insights. You can also track deal movement by accessing account and contact data.
  • Sales Collaboration: This feature enables you to keep up with critical projects, topics and teams, and collaborate anywhere, even from a mobile device. You can share presentations, contracts, proposals and other materials with sales and marketing teams, find documents from the library using filters, drag and drop multiple files, and more. It offers recommendations for discovering relevant people, files and information based on user activity and interests.
  • Analytics Reports and Dashboards: You can get a real-time picture of your business track and team performance with dashboard and reporting tools. Modifiable charts that are generated by drag-and-drop fields, groupings and filters make it easy to see the data you want.
  • Partner and Channel Management: Using this feature, you can enable partner onboarding, training and recruitment by co-creating account plans. It’s also possible to track KPIs with scorecards and customize channel programs. You can create personalized and cross-channel experiences for partner lifecycles. It also triggers predetermined actions based on real-time events such as training progress, lead acceptance and logins.
  • Process Builder: Sales Cloud helps you visualize and create processes using a drag-and-drop interface. You can automate workflows to provide sales reps with recommendations on the next steps of a deal. It’s also possible to automate travel and expense report approvals, as well as deal discounts

Limitations

  • Not easy to merge duplicate records.
  • 100% cloud-based, so there’s no on-premise option.

Pricing Information

Sales Cloud is offered at a subscription-based pricing model and the basic plan starts at $25 per user per month.

Price: $$$$$
Deployment:
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Company Size Suitability: S M L

SAP Sales Cloud

SAP Sales Cloud is a SaaS-based software that runs on the SAP C/4 HANA cloud platform. It helps monitor customer activities, offers guidance on quotes and contracts, and provides a portfolio of cloud-based applications such as pre-configured SD and marketing processes. Other capabilities include lead routing, scheduled broadcasts and an activity advisor. It’s available on desktop and mobile devices, helping sales reps access data and enablement content anytime.

It supports businesses of all sizes across industries like financial services, energy and natural resources, discrete industries, consumer industries, public services and more. Despite its cloud deployment, it can be integrated with legacy systems such as SAP S/4 HANA.

SAP Sales Cloud

View of the forecast tracking feature in SAP Sales Cloud.

Top Benefits

  • Improved Territory Management: You can reach the most promising leads using intelligent lead scoring and use territory and quota planning to implement strategies. It reduces the need for manual spreadsheet updates. Capabilities include commission management, sales execution, minimized maintenance and territory alignment with sales goals.
  • Intelligent Insights: Interactive dashboards and KPIs help sales teams derive insights, which they can use to carry out drill-down analysis. The system also offers productivity features such as flagging, lead creation, tagging, contacts, opportunities and more.
  • Easy Integrations: The platform integrates with SAP ERP and SAP S/4HANA as well as with Gmail, MS Outlook and IBM Lotus Notes, helping sales reps focus on customers rather than time-consuming activities. It also integrates with back-office inventory software, ensuring smooth transition between business systems.
  • Predictive and Real-Time Analytics: You can detect outliers and offer prescriptive and personalized recommendations for revenue planning using augmented intelligence. The system supports advanced analytics with OLAP and analysis in Microsoft Excel, and is equipped with a complete analytic suite that helps track critical KPIs and milestones. Embedded reports from internal and external data sources further aid analysis. You can also create custom reports per your requirements using tools and joining data sources.
  • Mobility: Mobile apps for Android and iOS devices provide offline support so sales reps can engage with customers even when there is no network signal available.

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Key Features

  • Quotes and Contracts Management: You can manage quotes and contracts from a centralized location, negotiate within a collaborative portal and access docs in offline mode. You can also access pricing and inventory information through SAP ERP or SAP S/4HANA standard integration and leverage the SAP CPQ (Configure-Price-Quote) solution.
  • Account and Visit Management: Sales reps get a 360-degree view of customers and key contacts, along with a comprehensive view of service, transaction and engagement history. A graphical view shows where decision makers and influencers are involved in the buying process. With the visit management capabilities, you can manage tasks such as visit routing, make and execute plans, and access surveys and audit capabilities.
  • Billing and Revenue Management: The software lets you manage the entire order lifecycle, handling usage-based or one-time billing for subscriptions. It automates the revenue recognition process for compliance with ASC 606 and IFRS 15.
  • Collaboration and Social Feed: Sales reps can stay on top of important accounts or leads using built-in feeds. The SAP JAM feature facilitates collaboration and focus on strategic accounts and key deals.
  • Chatbot: A conversational AI-powered chatbot, embedded in an HTML5 application, runs on the SAP Cloud Platform. It can be integrated with SAP Marketing Cloud and can run on all relevant screen sizes with one UI architecture.

Limitations

  • A free trial isn’t available.
  • Sales orders aren’t automatically created.
  • Doesn’t have native email marketing capabilities.

Pricing Information

The software is available through annual subscription in two editions. The basic plan starts at $55 per user per month.

Price: $$$$$
Deployment:
Platform:

Company Size Suitability: S M L

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Microsoft Dynamics 365 Sales

Built on the Common Data Service platform, Dynamics 365 Sales helps enterprises gain actionable insights, nurture customer relationships and close deals. It offers integrated solutions to drive sales, manage partner relationships, automate field service, track leads and improve operations using enterprise-ready mobile apps.

It can be deployed on Microsoft’s cloud or in a partner-hosted or private on-premise cloud. It’s suitable for businesses of all sizes across different industries including healthcare, automotive, manufacturing, government, financial services and retail. It supports web, mobile and tablets.

Microsoft Dynamics 365 Sales

Dashboard with sales insights in Microsoft Dynamics 365.

Top Benefits

  • Actionable Sales Insights: You can access customized and actionable insights from daily actions, communications and action cards. The system sends notifications for email messages recognition, inactive accounts, upcoming activities and about-to-close opportunities.
  • Improved Sales Engagement: The platform helps you personalize documents with embedded Office 365 tools and improve engagement by combining customer data with survey insights from Microsoft Forms Pro. Predictive forecasting, email engagement, a mobile assistant and relationship health scores help maintain customer relationships. It lets you project sales volumes and estimate revenue based on deal closure probability. The LinkedIn Sales Navigator integration gives recommendations on how to move sales forward and secure a warm introduction.
  • AI-Powered Prescriptive Insights: You can sense changes in buyer needs and trends, ensure personalized experiences and make informed business decisions using adaptive AI. Sales reps can act on risks and opportunities promptly using prescriptive insights. The platform also helps you automate workflows, discover new audience segments and unify data by resolving customer identities with ML-based recommendations.
  • Collected Information: Sales reps can scan the business cards of prospective customers using the integrated Business Card Scanner, which reads basic information and populates data in the fields of lead or contact records.
  • Enhanced Lead Management: Improve conversion and win rates with automated lead and opportunity scoring. Sales reps can create and define leads, work with business process flows and connect with customers. The platform provides information about qualifying and disqualifying leads.

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Key Features

  • Collaboration: Detailed customer information helps you collaborate on deals across functions and locations. You can share documents directly from Microsoft Teams, which is a hub for chat, documents, business applications and meetings. The software integrates with the Microsoft Office suite as well as libraries on SharePoint, making it easy to share quotes, emails and RFPs.
  • Power BI and Apps: A single dashboard helps you quickly gain actionable insights by analyzing pipelines, monitoring sales and identifying opportunities. You can connect to hundreds of data sources like streaming data, cloud services, Excel spreadsheets, big data, on-premise data sources and more. Power apps help you customize, generate, run and share apps with little or no code. Dynamics 365 connector lets you create mobile apps and share those with other users in the organization.
  • Sales Playbook: This feature provides repeatable and winning sales techniques with contextual reference materials. It guides team members on how to respond if a decision maker of a particular deal leaves the organization.
  • Interactive Dashboards and Charts: Get an overview of actionable business data through interactive dashboards. Multi-stream dashboards contain charts with relevant records by priority or status, and you can apply filters for greater controls. Interactive charts help you visualize relationships among contacts and build a hierarchy for existing accounts. You can use charts as a starting point for adding contacts to a new account.
  • Opportunity Management: Sales reps can identify scenarios to use, create and manage opportunities and convert more leads. They can learn about relationships with other records and manage those throughout the lifecycle.

Limitations

  • Doesn’t integrate with Gmail.
  • Can’t set validation rules, which needs to be achieved through integration with Dynamics 365 Marketing.

Pricing Information

The pricing is subscription-based and starts at $65 per user per month for first purchase. The cost is $20 per user per month for subsequent qualification.

Price: $$$$$
Deployment:
Platform:

Company Size Suitability: S M L

Oracle CX Sales

Equipped with a set of AI and data-driven features, Oracle CX Sales is a SaaS solution that helps improve sales results and customer satisfaction. Its capabilities include social collaboration, a partner portal, a responsive UI, and sales planning and performance management. It’s suitable for B2B and B2C organizations of any size across industries like automotive, construction and engineering, education, healthcare, industrial manufacturing and more.

Oracle CX Sales

A dashboard showing sales analytics metrics in Oracle CX Sales.

Top Benefits

  • Data-Driven Insights: DataFox, an AI-enabled data engine, allows you to identify and prioritize target companies for data collection. You can scan more than 5 million digital properties to create over 70 firmographic data points and 68 types of real-time company signals using features like scoring models, balanced territories, filters and more. Sales reps can analyze win probability and focus on the right accounts by using smart recommendations for next-best actions and intelligent market signals for account enrichment.
  • Easy Integration: Oracle CX Sales integrates with Oracle ERP, offering the same customer information to finance and order management teams, sales reps, and business analysts. It ensures a smooth flow of information with productivity tools, and it integrates with Microsoft Outlook so sales reps can access cloud data.
  • Access to Information: You can leverage built-in BI solutions with more than 500 prepackaged reports that surface actionable business insights. You can also access relevant information about teams, customers, recurring sales, and seasonality and overlay sales teams, making necessary adjustments using analytic dashboards.
  • Analytics-Driven Customization: Predictive analytics let you customize promotions according to specific customer needs. You can forecast and hit sales targets by accessing key metrics and reports. And with comprehensive analytics, you can also track, visualize and act on trends.
  • Customer Data Management: You can dedupe, cleanse and manage customer data. Business intelligence views provide personalization for B2B and B2C firms. It also enables marketing teams to execute account-based marketing, targeting and campaign segmentation.

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Key Features

  • Sales Force Automation: Automate sales processes using functions such as AI, mobile access, drill-down dashboards, sales-focused digital assistants, elastic search, email integration and more. You can manage accounts, leads, opportunities, contacts, activities, assets and assessments using predictive outcomes, intelligent recommendations and contextual insights.
  • B2B Service Center and Commerce: A 360-degree view of customers helps you streamline collaboration and interactions between multiple teams. You can manage contractual obligations and critical dates, as well as deliver integrated sales and service capabilities, all on a single platform. B2B commerce tools let you offer customized and extended services, as well as cater to complex business requirements.
  • Subscription Lifecycle Management: The solution facilitates managing subscription lifecycle by integrating front- and back-office processes. It helps you track average revenue per user, customer lifetime value, churn rate, total contract value, monthly recurring revenue and KPIs. You can get a 360-degree view of customers’ subscriptions and access features like fixed and recurring order tools, consumption-based billing, and revenue recognition.
  • Oracle CPQ: CX Sales provides sales reps with tools for multiple price books, subscription orders, discretionary discounting, dynamic workflows and deal management intelligence. It helps manage quotes with features like contract management, electronic signatures and document designer. Oracle CPQ Cloud integrates with web services, B2B commerce tools, CRMs and ERP systems.
  • Sales Planning and Performance Management: You can plan sales better using automated methodologies gathered from AI-powered connected data. The system offers features like compensation dashboards, territories, advanced incentive compensation and quota management tools with what-if capabilities.

Limitations

  • Can’t navigate to the details page for a sales object on a mobile device after selecting the object from a “Dynamic Choice List”.
  • A standard object subtab isn’t displayed on a custom object details page when viewed on a mobile device.
  • Doesn’t allow you to update “Unit of Measurement” for saved products.

Pricing Information

Oracle CX Sales is available starting at $65 per user per month.

Price: $$$$$
Deployment:
Platform:

Company Size Suitability: S M L

NetSuite CRM

Our final CRM for enterprise companies is Netsuite CRM. Based in the cloud, it offers a comprehensive view of customers and ensures seamless information flow through sales order, opportunity, fulfillment, upsell, cross-sell, renewal and support.

It offers an app store, a customer portal, marketing automation, e-commerce integration and mobile access. Companies can leverage it to manage customer service, partner relationships, commissions, quotes and orders, quotas, contacts and opportunities. It caters to a wide range of industries including finance, energy, IT, retail, manufacturing, education and more.

NetSuite CRM

The home screen in NetSuite CRM.

Top Benefits

  • Smooth Integration: SuiteTalk technology provides no-code integration with on-premise apps and third-party cloud environments. You can create lightweight custom mobile apps or build integrations between NetSuite and your website.
  • Easy Access to Mobile Device: SuitePhone lets you access CRM functionalities from any iOS, Android or Windows mobile device. It offers lead management, forecasting, expense reports, and quote and order generation. You can also customize apps based on your needs.
  • Analytical Data: Role-based dashboards and analytical reports help you track call volume, customer satisfaction, trends, call resolution times and more.
  • Advanced Forecasts: Probability-based forecasting helps you understand pending quotes, orders and opportunities so you can adjust as the deal progresses. You can measure close probability, and the “Mood Ring” forecasts allow you to make predictions without tying the forecasted number to any specific opportunities or quotes.
  • Improved Insights: Service professionals can glean insights on the value of each client, lead and customer by tracking how much time team members spend on individual interactions. This offers visibility into case management as well, with time tracking tied to customer records.

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Key Features

  • Webforms: This feature helps you create landing pages with a drag-and-drop interface, capture leads directly from your website and populate them in the CRM. It also provides a routing engine to direct leads to sales reps automatically.
  • Case Management: NetSuite CRM lets service teams route and track cases according to issue, product, case type, customer or partner. It supports driving cases across multiple channels, setting priorities and categorizing cases according to their statuses.
  • Incentive Compensation Management: This feature enables sales teams to view their incentives. It allows you to configure commission rules based on sales, quantity, profitability and quotas. You can set up commission schedules quarterly, monthly, bi-annually and annually.
  • Search Engine Optimized Website: The platform helps you optimize web pages by customizing meta titles, descriptions, image-alt tags and short descriptive URLs. You can also preserve search rankings for static HTML as well as dynamic web pages with permanent (301) redirects.
  • Campaign Management: You can ensure personalized marketing using data segmentation, and track and analyze campaigns in a single application. This feature helps you create and measure targeted marketing campaigns based on purchase trends, demographics, support histories and response patterns.

Limitations

  • NetSuite CRM is a package of four different modules, and you can’t buy an individual module depending on specific needs.
  • Doesn’t integrate with G-Suite, Office 365, Facebook, Twitter or LinkedIn. You can access these through connectors or third-party integrations.
  • Can’t explore the capabilities before making a purchase decision, as a free trial isn’t available.

Pricing Information

Pricing is subscription-based and is available via quote only.

Price: $$$$$
Deployment:
Platform:

Company Size Suitability: S M L

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Final Thoughts

Now that you’re familiar with the top enterprise CRM systems, you can take your evaluation further. Our free comparison report lets you match products with your requirements to accelerate and simplify your search.

Make sure you’re thoroughly clear about the specific business needs so that the software you choose does justice to your effort and money. Implementation and technical assistance, usability, integration options, costs and security features are some of the important factors to consider while making the choice.

What are your must-haves for enterprise CRM tools? Have you come across a robust enterprise solution that’s not in our list? We’d love to hear from you in the comment box below!

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