The CAmagazine 2006 CRM Survey 1

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

ACT! by Sage 2007

(9.0) and ACT! by
Sage Premium for BizAutomation CRM +
Product Workgroups 2007 (9.0) Business Management Centric CRM Commence RM CRM 7.3.6 CRM 8.4.1
Commence
Vendor Sage Software BizAutomation.com Centric CRM Corporation Epicor Software Epicor Software
Version 9 4 4.1 3.5 7.3.6 8.4.1
Late Q4-2006 to Early
Release date (mmm-yy) Sep-06 Q1-2007 Sep-06 Sep-06 Dec-05 Jun-06

Contact

Name ACT! Sales & Support Carl Zaldivar Michael Harvey Commence Sales Melissa Almquist Melissa Almquist

877-501-4496 (< 5
copies) 866-421-7752
(corporate licensing, 5
Telephone copies+) 408-705-4370 757-627-8977 732-380-9100 952-417-5000 952-417-5000
customerinquiry@act.c carl@bizautomation.co
Email om m mharvey@centriccrm.com malmquist@epicor.com malmquist@epicor.com
www.bizautomation.co
Website www.act.com m http://www.centriccrm.comwww.commence.com www.epicor.com www.epicor.com

Cost (Canadian dollars) for typical

implementation

(based on ACT!
Licence based Premium)
Average cost per user $400 $399 $400 $495 $1,500 $1,500
Average number of users 12 10 100 10 20 50
Average cost $4,800 $3,990 $40,000 $4,950 $30,000 $75,000
Average Implementation costs /
licence costs 0.50 3.00 0.25 0.50 0.50
Average implementation costs $0 $1,995 $120,000 $1,238 $15,000 $37,500
Total $4,800 $5,985 $160,000 $6,188 $45,000 $112,500

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 2

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

ASP (Application service provider)

based $65 per user per month

Recurring costs
Average annual fee / user $50
Average number of users 10 10

Average storage and other fees $0

Total $500
One-time costs 500.00
Average implementation fees $1,000

Average setup fees $25

Total $1,025 $0
NPV over 5 years (discount rate of
10%) $2,039

Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management Yes Yes Yes Yes Yes Yes
Sales force automation Yes Yes Yes Yes Yes Yes
Marketing automation Yes Yes Yes Yes Yes Partly
Services management Third party Yes Yes Yes Third party Third party
Call centre Third party Partly Yes Yes Yes Yes
Knowledge management Third party Yes Yes Yes Yes Yes
Business intelligence Third party Yes Yes Yes Yes No
Financial system Yes Yes Third party No Yes No
Distribution system Third party Yes Third party Yes Yes No
Manufacturing system Third party No Third party Yes Yes No

Profile
Newcastle-Upon-
World head office Thyme, UK Redondo Beach, CA Norfolk, VA, USA New Jersey, USA Irvine, CA Irvine, CA
Canadian head office Mississauga, ON Mississauga, ON Mississauga, ON

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 3

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Sage Group plc

supports more than
no. of customers - worldwide - all 4.5M customers
products worldwide 1,200 5,000 17,000 21,000 21,000
no. of customers - worldwide - this More than 2.5M
product registered users 1,200 5,000 15,000 6,100 500
no. of customers - Canada - all
products 140 500 1,200 400 400
no. of customers - Canada - this
product 140 500 900 250 15
Revenue 2005 - CAD - all products $350M $350M
Revenue 2005 - CAD - this product $27M $15M
Revenue 2004 - CAD - all products $3M $300M
Revenue 2004 - CAD - this product $25M $10M

Target market

Average revenue/customer (CAD) $50,000 $20M $50M

1- 10 43%
11 - 100 36%
101 - 1000 14%
Average no. of employees/customer 1,001+ 7% 20 500 100 200

Industry classification based on the

North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
11 Agriculture, forestry, fishing and
hunting 2%
21 Mining 0%
22 Utilities 2%
23 Construction 10% 5%
31-33 Manufacturing 14% 10% 3% 25% 25%

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 4

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

42 Wholesale trade 10% 10% 5% 5%

44-45 Retail trade 19% 10% 25% 25%
48-49 Transportation and
warehousing 2% 15% 1% 5% 5%
51 Information 10% 15% 25% 25%
52 Finance and insurance 10% 2% 5% 5%

53 Real estate and rental and leasing 3% 2%

54 Professional, scientific, and
technical services 10% 10% 5% 5%
55 Management of companies and
enterprises 10%

56 Administrative and support and

waste management and remediation
services 10%
61 Education services 3% 10% 1%

62 Health care and social assistance 9% 10% 1%

71 Arts, entertainment, and recreation 6%

72 Accommodation and food services 15%

81 Other services (except public
administration)
92 Public administration 5% 5%
Total 100% 100% 50% 100% 100%

Technology
Database (approximate % of
implementations)
Microsoft SQL Server 100% Yes 50% 10% 100% 100%
Oracle 10%
Pervasive SQL
IBM DB2 15%
Sybase
Informix

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 5

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Access
Btrieve
Proprietary 90%
FoxPro
Progress
Other 25%
Total 100% 100% 100% 100% 100%
Networks supported (approximate % of
implementations)
Microsoft 100% Yes 50% 100% 100% 100%
Linux 50%
Unix
AIX
Novell Netware
IBM AS/400 (OS/400)
Other
Total 100% 100% 100% 100% 100%

Development tools used to build built with Visual

application Studio .NET, using C# Java C++ VS .NET

Accounting links to
Peachtree, Simply
Accounting,
BusinessWorks, MAS
Integration with ERP or accounting 90 and Quickbooks Epicor Enterprise,
systems - which? available Yes Vantage and Avante No
% of application available from browser, ACT! by Sage
not including use of Citrix or Terminal Premium for Web 2006
Services available soon 100% 10% 0%

ACT! by Sage
Premium for Web 2006
Expected date for Web-based version available in Q106 Shipping Available as of 5/06 Version 8.4.1 Today

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 6

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Available from application service

provider Yes No No

2.5 Million registered

users and over 35,000
Approx. no. of implementations corporate accounts 5000 20 5000+ 75

Features
Business intelligence Third party Yes Yes Yes No

Analyse performance related to CRM Third party Yes Yes Yes Yes Yes
KPIs Third party By next year Yes Yes Yes No
Forecasts of customer behaviour Third party Yes By next year Partly Yes Yes
Contact management Yes Yes Yes Yes Yes
Multiple criteria used to create list for
mail merge Yes Yes Yes Yes Yes No
Mass update noting all clients that
were updated Yes Yes Yes Yes Yes No
Multiple addresses per contact Yes Yes Yes Yes Yes Yes
Identify potential duplicates for new
contact Yes Yes Yes Yes Yes Yes
Duplicate merge process Yes Yes No Yes Yes Yes
Audit trail Yes Partly Yes Yes Yes

Date and person making change Yes Yes Yes Yes Yes Yes
Full audit trail with what was
changed Yes By next year Yes Partly Yes Yes
Unlimited follow-ups with contact Yes Yes Yes Yes Yes Yes
Unlimited notes per contact with
date/time stamp Yes Yes Yes Yes Yes Yes

Search for embedded text in notes Yes Yes Yes Partly Yes Yes
Two steps to delete contact Yes Yes Yes Yes Yes Yes
Contact hierarchy Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 7

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

2 levels - organization and

employees (e.g., might want to view all
lawyers in a specific legal firm) Yes Yes No Yes Yes Yes

Default address information from

organization - but can override Yes Yes Yes Yes Yes Yes
3 levels - organization / location /
employee Yes Yes Yes Yes Yes Yes
French version Yes By next year Yes No Yes Third party
Screens Yes Yes No Yes Third party
Reports Yes Yes No Yes Third party
Documentation Yes Yes No Yes Third party
Integration
XML enabled Partly Yes Yes Yes Yes Yes
Import processor Yes Customization Yes Yes Yes Third party

API (application programming

interface) Yes By next year Yes Yes Yes Yes
Marketing automation Yes Yes Yes Yes Yes Yes

Record temporary contact information

and later convert to prospect Yes Yes Yes Yes Yes Yes
Permission based Yes Yes Yes Yes Yes Yes
Scripts for direct marketing No Yes Third party Partly Yes No

No - Using Exchange
SMTP Services for
email blasts is
considered a bad
practice both by
Microsoft and
BizAutomation and
Use Microsoft Exchange Server for e- can damage the
mail blasts Yes Exchange server By next year Yes Yes Yes

Use an SMTP Server for e-mail blasts Yes Yes Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 8

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

E-mail history stored in CRM

database Yes Yes Yes Yes Yes Yes
Campaign management Yes Yes Yes Yes Yes Yes
Auto responders - scan lead and
forward to appropriate recipient Third party Yes Yes Yes Yes Yes
Mass emails - no restrictions on
number sent Partly Yes Yes Yes Yes Yes

Multiple relationships for each contact Yes Partly Yes Yes Yes Yes
Primary relationship Yes Yes Yes Yes Third party Yes
Four secondary relationships Yes No Yes Yes Third party Yes
Ten secondary relationships Yes Yes Yes Yes Third party Yes
Each relationship is a contact (set up
once) Yes Yes Yes Yes Third party No
Online

E-commerce - orders, check status… No Yes Yes Partly Yes No

Self-serve - access product support
information… No Yes Yes Yes Yes Yes
Prospects respond online No Yes Yes Yes Yes No
Register for seminars No Yes By next year No Yes Yes
Order processing Yes Yes Yes Yes Yes Yes
Quotes Yes Yes Yes Yes Yes Yes
Orders Yes Yes Yes Yes Yes Yes
Invoices Yes Yes Yes Yes Yes Yes
Sales force automation Yes Yes Yes Yes Yes Yes
Track status of opportunity Yes Yes Yes Yes Yes Yes
Proposal generation Yes Yes Yes Yes Yes Yes
Security Yes Yes Yes Yes Yes Yes
By employee Yes Yes Yes Yes Yes Yes
By role Yes Yes Yes Yes Yes Yes
Services management No Yes Yes Yes Third party No
Maintain contract No Yes Yes Yes Yes No

Can forward/re-assign support calls Yes Partly Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 9

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Reason codes - for analysis of

problems Third party Yes Yes Yes Third party Yes
Link emails to ticket/call Yes Yes By next year Yes Yes Yes
Escalations based on rules Yes Yes Yes Partly Yes Yes

Close out multiple incidents at the

same time if they all relate to the same
problem Yes No By next year Yes Yes Yes

Ability to set priorities and severities Yes Yes Yes Yes Yes Yes
Dispatching Yes Yes Yes No Third party No
Synchronization
Palm Pilot Yes By next year Yes No No
Windows CE Yes By next year Yes No Yes
BlackBerry Third party Yes Yes No Yes
Microsoft Outlook Yes Yes Yes Yes Yes Yes
Lotus Notes Yes By next year No Yes Yes

Only business (not personal) contacts Yes Customization Yes Yes

Call centre automation No Yes Yes Third party No
Computer telephony integration No Customization Yes Partly Third party No
Predictive dialers No Customization Customization Third party No
Pop up name on incoming call with
authorization from contact No Customization Yes Customization Third party No
Statistics, including call duration No Customization Yes Yes Third party No
Technology
Multi-user Yes Yes Yes Yes Yes Yes
XML enabled Partly Yes Yes Yes No Yes
Three-tier architecture No Yes Yes Yes No Yes
Customizable Yes Yes Yes Yes Yes Yes
Different view of screens by
employee or role Yes Yes Yes Yes Yes Yes
Without changing source code Yes Yes Yes Yes Yes Yes
Add user-defined fields Yes Yes Yes Yes Yes Yes
Unlimited Yes Yes Customization Yes Yes Yes
Defaults Yes Yes Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 10

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Validation Yes Partly Yes Yes Yes Yes

Move fields around screen Yes Yes By next year Customization Yes Yes
Change tab order of fields Yes Partly By next year Yes Yes Yes
Change fields to required, optional
or invisible Yes Partly By next year Customization Yes Yes

Change field captions and headings Yes Yes Yes Yes Yes Yes

Add new sub-form and push buttons Yes Customization By next year Customization Yes Yes
Apply to all or selected users Yes By next year Yes Yes Yes
Work flow Yes Yes Yes Yes
Alerts - e.g., if date for follow-up is
missed Yes Yes Yes Yes Yes Yes
Electronic routings if approval
required Yes Partly Yes Yes Yes Yes

Name 1 to 3 unique or very important

features of your product

All-in-one capability -
Seamless online/offline BizAutomation is a total Action plans: Easily Email marketing and
capabilities when used e-business suite, build "best practices" advanced surveys
with ACT! for Web; containing an end-to- into a standardized, .NET architecture with
sync with Palm, Pocket end pre-integrated graphical workflow for Support for Integrated with Epicor opt-in and opt-out, click
Unique/important feature no. 1 PC, BlackBerry feature set. any user disconnected client ERP solutions tracking.

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 11

BizAutomation CRM
+ Business
Question ACT! Management Centric CRM Commence RM Epicor CRM 7.3.6 Epicor CRM 8.4.1

Fusion (deep
integration) with Open Source: Easy to Email marketing and
One-click export to Microsoft Exchange, deploy & maintain; low advanced surveys Smart client, therefore
Microsoft Excel for Microsoft Outlook, and cost of ownership; .NET architecture with feature rich
easy data analysis and Outlook Web Access flexible; enhanced Complete opt-in and opt-out, click presentation while
Unique/important feature no. 2 reporting (OWA) control customization tracking. Web-based operation.

Advanced contact Survey management - Integrated Commerce

management with totally integrated with Suite: Website
notes, history, reports, CRM. Lets you conduct authoring, content
groups, companies and sophisticated static and management, and E- Business Process Customer self-service Customer self-service
Unique/important feature no. 3 opportunity tracking dynamic surveys commerce tied to CRM Automation portal portal

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 12

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

GoldMine Corporate Microsoft Dynamics -

Product Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite Sage CRM SalesLogix

Vendor Exact Software FrontRange Solutions Infor Microsoft NetSuite, Inc. Sage Software
Version 363 Corporate Edition 7.0 "3.0" 11 v7

Release date (mmm-yy) Jul-06 Jan-06 April 2006 - June 2006 Dec-05 Spring 2006 Sep-06

Contact

Name Sales Kevin Smith Patric Timmermans Frank Falcone Tracy Matsumoto Sales & Support

Telephone 888-210-5717 888-603-3270 303-321-5681 877-568-2495 650-627-1181 800-643-6400

patric.timmermans@inf frank.falcone@microso tmatsumoto@netsuite. saleslogixinfo@saleslo
Email info@exactsoftware.ca sales@goldmine.com or.com ft.com com gix.com
www.infor.com/inforcr www.microsoft.com/cr
Website www.exactsoftware.ca www.goldmine.com m m www.netsuite.com www.saleslogix.com

Cost (Canadian dollars) for typical

implementation

Includes workflow,
document mgmt, HRM,
Licence based project management
Average cost per user $1,500 $700 $1,000 $795
Average number of users 20 15 40 30
Average cost $30,000 $10,500 $40,000 $23,850
Average Implementation costs /
licence costs 0.75 0.75 1.00
Average implementation costs $22,500 $7,875 $40,000 $0
Total $52,500 $18,375 $80,000 $23,850

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 13

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

ASP (Application service provider)

based
NetSuite CRM+ -
Includes 10 GB
Recurring costs Storage
Average annual fee / user $159
Average number of users 20

Average storage and other fees $0

Total $3,180
One-time costs
Average implementation fees
~1:1 with first year
Average setup fees licence price
Total
NPV over 5 years (discount rate of
10%)

Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management Yes Yes Yes Yes Yes Yes
Sales force automation Yes Yes Yes Yes Yes Yes
Marketing automation Yes Yes Yes Yes Yes Yes
Services management Yes Yes Yes Yes Yes Third party
Call centre Yes Yes Yes Third party Yes Yes
Knowledge management Yes By next year Yes Yes Yes Yes
Business intelligence Yes Third party Yes Yes Yes Yes
Financial system Yes Third party Yes Yes Yes Yes
Distribution system Yes No Yes Yes Yes Third party
Manufacturing system Yes No Yes Yes Third party Third party

Profile
Newcastle-Upon-
World head office Delft, The Netherlands Dublin, CA Atlanta, GA Redmond, WA, USA San Mateo, CA Thyme, UK
Canadian head office Cambridge, Ontario Toronto, ON Toronto, ON Mississauga, ON Toronto, ON Mississauga, ON

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 14

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

no. of customers - worldwide - all

products - 135,000 70,000 7,000 5 Million
no. of customers - worldwide - this
product - 130,000 7,500 6,000 7,300
no. of customers - Canada - all
products Approx. 600 3,000 500
no. of customers - Canada - this
product Approx. 45 1,000 400
Revenue 2005 - CAD - all products $319.1M $1.9M
Revenue 2005 - CAD - this product $25.6M $800,000
Revenue 2004 - CAD - all products $301.9M $1.9M
Revenue 2004 - CAD - this product $750,000

Target market

Average revenue/customer (CAD) $10M - $100M $0-$500M $10M - $500 M

Average no. of employees/customer 30 - 300 1 - 500 500 or fewer 10 - 750

Industry classification based on the

North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
11 Agriculture, forestry, fishing and
hunting 2% 1% No
21 Mining 0% 1% Yes
22 Utilities 1% 2% 5% Yes
23 Construction 22% 3% 1% Yes
31-33 Manufacturing 27% 22% 30% 5% Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 15

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

42 Wholesale trade 8% 4% 5% 25% Yes

44-45 Retail trade 7% 9% 15% 10% Yes
48-49 Transportation and
warehousing 2% 6% 2% Yes
51 Information 7% 2% 8% Yes
52 Finance and insurance 1% 11% 25% 2% Yes

53 Real estate and rental and leasing 2% 10% 2% Yes

54 Professional, scientific, and
technical services 4% 1% 15% 7% Yes
55 Management of companies and
enterprises 1% 5% 25% Yes

56 Administrative and support and

waste management and remediation
services 0% 1% Yes
61 Education services 2% 3% 5% Yes

62 Health care and social assistance 4% 3% 2% Yes

71 Arts, entertainment, and recreation 1% 2% 5% 1% Yes

72 Accommodation and food services 1% 12% Yes

81 Other services (except public
administration) 3% 0% 5% Yes
92 Public administration 6% 2% Yes
Total 100% 100% 100% 100%

Technology
Database (approximate % of
implementations)
Microsoft SQL Server 100% 70% Yes 100% 90%
Oracle Yes 100% 10%
Pervasive SQL Yes
IBM DB2 Yes
Sybase No
Informix No

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 16

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

Access No
Btrieve
Proprietary
FoxPro
Progress
Other 30%
Total 100% 100% 100% 100% 100%
Networks supported (approximate % of
implementations)
Microsoft 100% 80% Yes 100% 100%
Linux Yes 100%
Unix Yes
AIX Yes
Novell Netware 15%
IBM AS/400 (OS/400) Yes
Other 5%
Total 100% 100% 100% 100% 100%

Mainly J2EE, various

for integrating with
Development tools used to build legacy apps and points Oracle 10g database
application Visual Basic, ASP, .Net of contact Visual Studio .NET and application server .NET, Delphi

Microsoft Dynamics
Exact Globe products and other Sage MAS ERP, Sage
Enterprise, Exact EPR integrations Accpac ERP, Great
Integration with ERP or accounting Macola ERP, Exact supplied with third- Plains, see Website for
systems - which? MAX, Great Plains Intuit Various Infor ERP party integrations NetSuite full listing
% of application available from browser,
not including use of Citrix or Terminal All customer centric,
Services 100% 100% most end-user 100% 100% 95%

Expected date for Web-based version Released N/A Available Available today 100% Web-based Web client available

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 17

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

Available from application service

provider No Yes Yes Yes Yes

Limited,
SageCRM.com is
Sage's main hosted
Approx. no. of implementations 100's CRM application

Features
Business intelligence Yes Third party Yes Yes Yes Yes

Analyse performance related to CRM Yes Yes Yes Yes Yes Yes
KPIs Yes Yes Yes Yes Yes Yes
Forecasts of customer behaviour Partly Yes Yes Yes No Third party
Contact management Yes Yes Yes Yes Yes Yes
Multiple criteria used to create list for
mail merge Yes Yes Yes Yes Yes Yes
Mass update noting all clients that
were updated Yes Yes Yes Yes Yes Yes
Multiple addresses per contact Yes Yes Yes Yes Yes Yes
Identify potential duplicates for new
contact Yes Yes Yes Yes Yes Yes
Duplicate merge process Yes Yes Yes Yes Yes Yes
Audit trail Yes Yes Yes Third party Yes Yes

Date and person making change Yes Yes Third party Yes Yes
Full audit trail with what was
changed Yes Yes Third party Yes Yes
Unlimited follow-ups with contact Yes Yes Yes Yes Yes Yes
Unlimited notes per contact with
date/time stamp Yes Yes Yes Yes Yes Yes

Search for embedded text in notes Yes No Yes Yes Yes Yes
Two steps to delete contact Yes Yes Yes Yes Yes
Contact hierarchy Yes Yes Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 18

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

2 levels - organization and

employees (e.g., might want to view all
lawyers in a specific legal firm) Yes Yes Yes Yes Yes

Default address information from

organization - but can override Yes Yes Yes Yes Yes
3 levels - organization / location /
employee Yes Yes Yes Yes Yes
French version Yes Yes Yes Yes Yes
Screens Yes Yes Yes Yes Yes
Reports Yes Yes Yes Yes Yes
Documentation Partly Yes Yes Yes
Integration
XML enabled Yes Yes Yes Yes Yes Yes
Import processor Yes Yes Yes Yes Yes Yes

API (application programming

interface) Yes Yes Yes Yes Yes Yes
Marketing automation Yes Yes Yes Yes Yes Yes

Record temporary contact information

and later convert to prospect Yes Yes Yes Yes Yes
Permission based Yes Yes Yes Yes Yes Yes
Scripts for direct marketing Yes Yes Yes Yes Customization Yes

Use Microsoft Exchange Server for e-

mail blasts Yes Yes Yes Yes No Yes

Use an SMTP Server for e-mail blasts Yes Yes Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 19

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

E-mail history stored in CRM

database Yes Yes Yes Third party Yes Yes
Campaign management Yes Yes Yes Yes Yes Yes
Auto responders - scan lead and
forward to appropriate recipient Yes Yes Yes Yes Yes Yes
Mass emails - no restrictions on
number sent Yes Yes Yes Yes Yes Yes

Multiple relationships for each contact Yes Yes Yes Yes Yes Yes
Primary relationship Yes Yes Yes Yes Yes
Four secondary relationships Yes Yes Yes Yes Yes
Ten secondary relationships Yes Yes Yes Yes Yes
Each relationship is a contact (set up
once) Yes Yes Yes Yes Yes
Online

E-commerce - orders, check status… Yes No Yes Third party Yes Third party
Self-serve - access product support
information… Yes No Yes Third party Yes Yes
Prospects respond online Yes No Yes Third party Yes Yes
Register for seminars Yes No Third party Customization Third party
Order processing Yes Third party Yes Yes Yes Yes
Quotes Yes Third party Yes Yes Yes Yes
Orders Yes Third party Yes Yes Yes Yes
Invoices Yes Third party Yes Yes Yes Yes
Sales force automation Yes Third party Yes Yes Yes Yes
Track status of opportunity Yes Third party Yes Yes Yes Yes
Proposal generation Partly Third party Yes Yes Yes Yes
Security Yes Yes Yes Yes Yes Yes
By employee Yes Yes Yes Yes Yes Yes
By role Yes Yes Yes Yes Yes Yes
Services management Yes Yes Yes Yes Yes Yes
Maintain contract Yes Yes Yes Yes Customization Yes

Can forward/re-assign support calls Yes By next year Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 20

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

Reason codes - for analysis of

problems Yes By next year Yes Yes Customization Yes
Link emails to ticket/call Yes By next year Yes Yes Yes Yes
Escalations based on rules Yes By next year Yes Yes Yes Yes

Close out multiple incidents at the

same time if they all relate to the same
problem Customization By next year Partly Yes No

Ability to set priorities and severities Yes Yes Yes Yes Yes
Dispatching Partly Yes Yes Yes Customization Yes
Synchronization
Palm Pilot Third party By next year Partly Yes Yes
Windows CE Yes By next year Yes Customization Yes
BlackBerry Third party Yes Third party Yes
Microsoft Outlook Yes Yes Yes Yes Yes Yes
Lotus Notes No No Yes Third party Customization Yes

Only business (not personal) contacts Yes No Yes No Yes

Call centre automation Third party Yes Yes Third party Third party Third party
Computer telephony integration Third party Yes Yes Third party Third party Third party
Predictive dialers Third party Partly Yes Third party Third party Third party
Pop up name on incoming call with
authorization from contact Third party Yes Yes Third party Third party Third party
Statistics, including call duration Third party Yes Yes Third party Third party Third party
Technology
Multi-user Yes Yes Yes Yes Yes Yes
XML enabled Yes Yes Yes Yes Yes Yes
Three-tier architecture Yes Yes Yes Yes Yes Yes
Customizable Yes Yes Yes Yes Yes Yes
Different view of screens by
employee or role Yes Yes Yes Yes Yes
Without changing source code Yes Yes Yes Yes Yes
Add user-defined fields Yes Yes Yes Yes Yes
Unlimited No Yes Yes Yes Yes
Defaults Yes Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 21

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

Validation Yes Yes Yes Yes Yes

Move fields around screen Partly Yes Yes Yes Yes
Change tab order of fields Partly Yes Yes Yes Yes
Change fields to required, optional
or invisible Yes Yes Yes Yes Yes

Change field captions and headings Yes Yes Yes Yes Yes

Add new sub-form and push buttons Customization Yes Yes Yes Yes
Apply to all or selected users Yes Yes Yes Yes Yes
Work flow Yes Yes Yes Yes Yes Yes
Alerts - e.g., if date for follow-up is
missed Yes Yes Yes No Yes
Electronic routings if approval
required Yes Yes Yes Yes Yes

Name 1 to 3 unique or very important

features of your product

Works the way you do

- it provides the most
natural and
comfortable way to add
CRM capabilities to
HR centric application, Leader in inbound anyone who uses Robust customization
embedded with CRM, Enterprise class marketing. Proven ROI Office and Outlook; it Only CRM with capabilities to address
documents, workflow functionality at an and customer delivers a great user integrated order industry-specific
Unique/important feature no. 1 and projects affordable price references experience management business processes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 22

GoldMine Corporate Microsoft Dynamics - Sage CRM

Question Exact e-Synergy Edition Infor CRM Epiphany CRM NetSuite SalesLogix

Works the way your

business does - it
provides workflow-
driven processes that
ensure consistent
process execution, any
event-driven model for
Fully integrated, multi- alerts and escalations,
When implemented channel marketing, and comprehensive
with Exact Globe sales and service reporting and analysis Only CRM with Full-featured mobile
Enterprise, realtime Fully integrated voice solution with advanced across all customer integrated order CRM for BlackBerry
Unique/important feature no. 2 web based CRM, etc. applications functionality processes management and Pocket PC

Works the way IT

wants it to - it provides
simplified installation, a
smooth upgrade path,
and extensive
configuration and
customization
capabilities, all based
on a set of tools and Full suite of sales,
Project-based Unique functionality for technologies that marketing, customer
accounting for service- Configurable workflow configuration, quoting, customers and Only CRM with service and support
based organizations, and automated pricing, proposal partners are familiar integrated order features for SMBs and
Unique/important feature no. 3 time entry and billing processes management with management enterprise

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 23

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Sage CRM, Salesboom On-line

Product SageCRM.com CRM & ERP Salesforce SAP Business One

Vendor Sage Software Salesboom.com salesforce.com SAP AG

Version 5.8 8 Summer '06 2005

Release date (mmm-yy) Feb-06 August 2006 Jul-06 Dec-05

Contact

Name Sales Rami Hamoudah Jennifer Keavney Neil Hamilton

Telephone 800-643-6400 877-276-7253 416-21- 6629

info.sagecrmsolutions jkeavney@salesforce.c
Email @sage.com rami@salesboom.com om neil.hamilton@sap.com

Website www.sagecrm.com www.salesboom.com www.salesforce.com www.sap.com/smb

Cost (Canadian dollars) for typical

implementation

Licence based
Average cost per user $545 $2,380
Average number of users 21 10
Average cost $11,445 $23,800
Average Implementation costs /
licence costs 0.75 1.00
Average implementation costs $8,584 $23,800
Total $20,029 $47,600

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 24

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

ASP (Application service provider)

based US$65/user/month

Recurring costs
Average annual fee / user $828 $528
Average number of users 11 23

Average storage and other fees $1,200

Total $10,308 $12,144
One-time costs
Average implementation fees $3,000 $2,000

Average setup fees $0

Total $3,000 $2,000
NPV over 5 years (discount rate of
10%) $44,773 $51,353

Applications (Yes/No/Partly/Third
party/By next year/Customization)
Contact management Yes Yes Yes Yes
Sales force automation Yes Yes Yes Yes
Marketing automation Yes Yes Yes Yes
Services management Yes Yes Yes Yes
Call centre Yes Yes Yes Third party
Knowledge management Yes Yes Yes Yes
Business intelligence Third party Yes Yes Yes
Financial system Yes Yes Third party Yes
Distribution system Third party Yes Yes Yes
Manufacturing system Third party Yes No Yes

Profile
Newcastle-Upon-
World head office Thyme, UK Halifax, NS, Canada San Francisco, CA Waldorf, Germany
Canadian head office Mississauga, ON Halifax, NS, Canada Toronto, ON Toronto, ON

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 25

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

no. of customers - worldwide - all Over 5 million

products customers worldwide 3,400 24, 800 34,600
no. of customers - worldwide - this
product 24, 800 10,000
no. of customers - Canada - all
products 24, 800
no. of customers - Canada - this
product 24, 800
Revenue 2005 - CAD - all products $10.4 Billion USD
Revenue 2005 - CAD - this product
Revenue 2004 - CAD - all products $9.5 Billion USD
Revenue 2004 - CAD - this product

Target market

$5 million to $100
Average revenue/customer (CAD) $5M - $250M $8M million annual revenue

Average no. of employees/customer 10-1,000 65 10 to 100

Industry classification based on the

North American Industry Classification
System (NAICS) - See
http://www.naics.com/info.htm#Structur
e for more about NAICS (Approximate
% of implementations)
11 Agriculture, forestry, fishing and
hunting No Yes 1%
21 Mining No Yes 1%
22 Utilities Yes Yes 1%
23 Construction Yes Yes 1%
31-33 Manufacturing Yes Yes 35%

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 26

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

42 Wholesale trade Yes Yes 35%

44-45 Retail trade Yes Yes 5%
48-49 Transportation and
warehousing Yes Yes 1%
51 Information Yes Yes 4%
52 Finance and insurance Yes Yes 5%

53 Real estate and rental and leasing Yes Yes 1%

54 Professional, scientific, and
technical services Yes Yes 2%
55 Management of companies and
enterprises Yes Yes 1%

56 Administrative and support and

waste management and remediation
services No Yes 1%
61 Education services Yes Yes 1%

62 Health care and social assistance Yes Yes 1%

71 Arts, entertainment, and recreation Yes Yes 1%

72 Accommodation and food services Yes Yes 1%

81 Other services (except public
administration) Yes Yes 1%
92 Public administration Yes Yes 1%
Total 100%

Technology
Database (approximate % of
implementations)
Microsoft SQL Server 90% Yes 100%
Oracle 6% Yes
Pervasive SQL Yes
IBM DB2 3% Yes
Sybase 1% Yes
Informix No

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 27

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Access Yes
Btrieve Yes
Proprietary No
FoxPro No
Progress Yes
Other Yes - PostgreSQL
Total 100% 100%
Networks supported (approximate % of
implementations)
Microsoft Yes Yes 100%
Linux No Yes
Unix No Yes
AIX No Yes
Novell Netware No Yes
IBM AS/400 (OS/400) No Yes
Other No
Total 100%

Development tools used to build AppExchange Builder;

application .asp AppExchange API .net / Java / C##

Sage ERP, Sage

Accpac Advantage
Series, Sage Accpac
Pro Series, Sage MAS
90/200, JD Edwards,
Integration with ERP or accounting Oracle financials, Yes, SAP, Sage,
systems - which? Timerline 50 Microsoft, Dynamic3 Yes - All systems ERP
% of application available from browser,
not including use of Citrix or Terminal
Services 100% 100% 100% 100%

Expected date for Web-based version Already exists Live Now

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 28

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Available from application service

provider Yes Yes No

Approx. no. of implementations 3400

Features
Business intelligence Third party Customization Yes Yes

Analyse performance related to CRM Third party Yes Yes Yes

KPIs Third party Yes Yes Yes
Forecasts of customer behaviour Third party Yes Yes Third party
Contact management Yes Yes Yes Yes
Multiple criteria used to create list for
mail merge Yes Yes Yes Yes
Mass update noting all clients that
were updated By next year Yes Yes Yes
Multiple addresses per contact Yes Yes Yes Yes
Identify potential duplicates for new
contact Yes Yes Yes Yes
Duplicate merge process Yes Yes Yes Yes
Audit trail Yes Yes Yes Yes

Date and person making change Yes Yes Yes Yes

Full audit trail with what was
changed Customization Yes Yes Yes
Unlimited follow-ups with contact Yes Yes Yes Yes
Unlimited notes per contact with
date/time stamp Yes Yes Yes Yes

Search for embedded text in notes Yes Yes Yes Customization

Two steps to delete contact Yes Yes Yes Yes
Contact hierarchy Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 29

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

2 levels - organization and

employees (e.g., might want to view all
lawyers in a specific legal firm) Yes Yes Yes Yes

Default address information from

organization - but can override Yes Yes Yes Yes
3 levels - organization / location /
employee Customization Yes Yes Customization
French version Yes Customization By next year
Screens Yes Customization Yes By next year
Reports Yes Yes Yes By next year
Documentation Yes Yes Yes By next year
Integration
XML enabled Yes Yes Yes Yes
Import processor Yes Yes Yes Yes

Yes - SOA Platform

with AJAX
API (application programming programming for tools
interface) Yes development Yes Yes
Marketing automation Yes Yes Yes

Record temporary contact information

and later convert to prospect Yes Yes Yes Yes
Permission based Yes Yes Yes Yes
Scripts for direct marketing By next year Yes Yes Yes

Use Microsoft Exchange Server for e-

mail blasts Yes Yes Yes Yes

Use an SMTP Server for e-mail blasts Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 30

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

E-mail history stored in CRM

database Yes Yes Yes Yes
Campaign management Yes Yes Yes Yes
Auto responders - scan lead and
forward to appropriate recipient Yes Yes Yes Customization
Mass emails - no restrictions on
number sent Partly Yes Partly Yes

Multiple relationships for each contact Yes Yes Yes Yes

Primary relationship Yes Yes Yes Yes
Four secondary relationships Yes Yes By next year Yes
Ten secondary relationships Yes Customization By next year Yes
Each relationship is a contact (set up
once) Yes Yes Yes Yes
Online

E-commerce - orders, check status… Yes Yes Yes Yes

Self-serve - access product support
information… By next year Yes Yes Yes
Prospects respond online Yes Yes Yes Yes
Register for seminars No Yes Yes Partly
Order processing Yes Yes Yes
Quotes Yes Yes Yes Yes
Orders Yes Yes Yes Yes
Invoices Third party Yes Yes Yes
Sales force automation Yes Yes Yes
Track status of opportunity Yes Yes Yes Yes
Proposal generation Yes Yes Yes Third party
Security Yes Yes Yes
By employee Yes No Yes Yes
By role Yes Yes Yes Yes
Services management Yes Yes Yes Yes
Maintain contract Customization Yes Yes Yes

Can forward/re-assign support calls Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 31

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Reason codes - for analysis of

problems Yes Yes Yes Yes
Link emails to ticket/call Yes Yes Yes Yes
Escalations based on rules Yes Yes Yes Yes

Close out multiple incidents at the

same time if they all relate to the same
problem No Yes Yes Partly

Ability to set priorities and severities Yes Yes Yes Yes

Dispatching No Yes Yes Yes
Synchronization
Palm Pilot Third party Customization Yes Yes
Windows CE Third party Customization Yes Yes
BlackBerry Third party Customization Yes Yes
Microsoft Outlook Yes Yes Yes Yes
Lotus Notes Partly Yes Yes Yes

Only business (not personal) contacts Yes No No No

Call centre automation Yes Yes Yes Partly
Computer telephony integration Yes Yes Yes Third party
Predictive dialers No Customization Third party Third party
Pop up name on incoming call with
authorization from contact Yes Yes Yes Third party
Statistics, including call duration Partly Yes Third party Third party
Technology
Multi-user Yes Yes Yes Yes
XML enabled Yes Yes Yes Yes
Three-tier architecture Yes Yes Yes Yes
Customizable Yes Yes Yes Yes
Different view of screens by
employee or role Yes Yes Yes Yes
Without changing source code Yes Yes Yes Yes
Add user-defined fields Yes Yes Yes Yes
Unlimited Yes Yes Yes Yes
Defaults Yes Yes Yes Yes

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 32

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Validation Yes Yes Yes Yes

Move fields around screen Yes Yes Yes Partly
Change tab order of fields Yes Yes Yes Partly
Change fields to required, optional
or invisible Yes Yes Yes Partly

Change field captions and headings Yes Yes Yes Partly

Add new sub-form and push buttons Customization Yes Yes Partly
Apply to all or selected users Yes Yes Yes Partly
Work flow Yes Yes Yes
Alerts - e.g., if date for follow-up is
missed Yes Yes Yes Yes
Electronic routings if approval
required Yes Yes Yes Yes

Name 1 to 3 unique or very important

features of your product

Ability to start in hosted

environment then bring
system in house with
no migration needed
and all customization Intelligent multi-tier Web-based, multi- Fully integrated CRM
Unique/important feature no. 1 intact workflow engine tenant service with ERP

Prepared by 180 Systems

 The CAmagazine 2006 CRM Survey 33

Sage CRM, Salesboom On-line

Question SageCRM.com CRM & ERP Salesforce SAP Business One

Integrated sales,
marketing and Integrated CRM for
customer care; easy AJAX enabled user customer service, Business alerts &
Unique/important feature no. 2 customization interface sales, marketing notifications

Create dashboards wi.

reports, charts, data
searches, customer
snapshots, lead lists, Preconfigured
high priority support CRM for visually Ease of integration and integration to mySAP
Unique/important feature no. 3 issues, etc. impaired customization Business Suite

Prepared by 180 Systems