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Vendor Name : Oracle
Exam Code : 1Z0-970
Exam Name : Oracle Sales Cloud 2017 Implementation Essentials
Questions and Answers : 75 Q & A
Updated On : December 17, 2018
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1Z0-970 exam Dumps Source : Oracle Sales Cloud 2017 Implementation Essentials

Test Code : 1Z0-970
Test Name : Oracle Sales Cloud 2017 Implementation Essentials
Vendor Name : Oracle
Q&A : 75 Real Questions

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Oracle Oracle Sales Cloud 2017

Google Cloud CEO Diane Greene is out, to be replaced by former Oracle exec Thomas Kurian | killexams.com Real Questions and Pass4sure dumps

  • Diane Greene grew to be head of Google's cloud three years in the past after her delivery-up became got.
  • She's being replaced by Thomas Kurian, who become up to now president of Oracle.
  • Diane Greene, who turned into employed three years in the past to build Google's GOOGL cloud-computing enterprise, is being replaced in that job by former Oracle ORCL govt Thomas Kurian.

    Google noted on Friday that Kurian is joining Google Cloud on Nov. 26, and should take over the management function in early 2019. Greene will remain CEO of the company until then.

    or not it's been a rocky tenure for Greene, who brought severe business chops to Google, having prior to now co-situated and run VMware. She's staffed up the enterprise earnings group and gained enterprise from the likes of Spotify and Snap, however Google has failed to devour into Amazon AMZN 's large lead in the market, and Microsoft has certainly dependent itself in second vicinity.

    Greene, a director of Google father or mother business Alphabet when you consider that 2012, is staying on the board.

    Kurian spent more than two many years at Oracle, rising to the stage of president of product building. In September he talked about he became taking "extended time off" in an e-mail to personnel, however he resigned before the end of the month.

    Greene wrote in a blog post on Friday that she, Google CEO Sundar Pichai and u.s.Hölzle, Google's senior vp for technical infrastructure, all interviewed Kurian for the job. Hölzle originally recruited Greene to the job, which she received when Google obtained her old start-up Bebop for $380 million.

    "once I joined Google full-time to run Cloud in December 2015, I instructed my family and chums that it would be for two years," Greene wrote. "Now, after an unbelievably stimulating and productive three years, it be time to show to the passions I've lengthy had round mentoring and training."

    Alphabet raised eyebrows in its salary call last month, when the business gave less information than it had during the past on the dimension and boom fee of the cloud unit.

    In February, Pichai instructed analysts that the full cloud business, which includes purposes for electronic mail, word processing and spreadsheets in addition to public cloud infrastructure, became generating more than $1 billion in earnings per quarter and stated that, in line with publicly purchasable data from 2017, turned into seemingly turning out to be sooner than any of its competitors.

    however when asked for an replace in October, Pichai not noted to present specifics, saying only that he's seeing "potent symptoms" that the funding is paying off and that enterprise wins "become better income deals over time."

    Some analysts have been unimpressed.

    "there have been especially no metrics in terms of the cloud company, which we view as now not an overly encouraging sign," analysts from Atlantic Equities wrote in a report after the revenue report.

    WATCH: Greene says Google's cloud is transforming into sooner than some other

    extra From CNBC


    Google's new cloud chief has a lifestyle clash forward of him after 22 years at Oracle | killexams.com Real Questions and Pass4sure dumps

    Google touts itself as having the top-rated technology for sophisticated computer studying and artificial intelligence workloads. The company additionally created the Kubernetes know-how for digital containers, which makes it possible for builders to simply movement around code between machines and clouds.

    however when it comes to the massive storage and core computing contracts, numerous trade consultants, venture capitalists and tech executives alike told CNBC that Google's sales crew is ineffective, preferring to sell what it thinks is ultimate instead of what consumers say they want.

    "You don't get paid to be appropriate, you get paid to sell what the customer wants to purchase," referred to Mackey Craven, a accomplice at challenge firm OpenView venture partners in Boston who specializes in business beginning-ups.

    Bloom noted that Kurian might also have an capabilities over Greene because his work at Oracle has spanned the know-how stack, from the facts middle and hardware all of the manner as much as utility software. it's critical at Google, because the enterprise's cloud community includes cloud infrastructure as well as purposes like electronic mail, note processing and spreadsheets. Greene, by contrast, spent her profession within the "guts of the working atmosphere," Bloom mentioned.

    "Thomas is a really amazing time-honored supervisor and he understands all elements of the company," Bloom talked about.

    nevertheless, Kurian has a big problem forward of him, not simply getting Google's developer culture to come back aboard, but also getting patrons comfortable and trusting of the Google company.

    while Google has lengthy had a large roster of small and mid-measurement companies the usage of its apps, it's an entire distinct remember to appeal to chief guidance officers of tremendous businesses, chiefly in tightly regulated industries. Kurian will want Alphabet's funding dollars to employ the appropriate sales americans and to pursue the large-spending debts aggressively.

    it is a troublesome promote at Google, whose investor base has come to are expecting excessive operating margins. A outdated huge-name enterprise government, Diane Bryant become brought on as working chief remaining November but lasted most effective seven months on the enterprise.


    update 1-Oracle earnings beats, however shares dip on cloud income miss | killexams.com Real Questions and Pass4sure dumps

    (provides details on cloud income, background on cloud push, shares)

    Dec 14 (Reuters) - Oracle Corp reported more desirable-than-anticipated quarterly income and income but the business’s shares dipped in prolonged buying and selling as profits in its fast-becoming cloud-based mostly company fell short of analysts’ estimates.

    The company’s shares were down very nearly 3 p.c in after-market trading on Thursday.

    profits in cloud-based mostly company rose forty four p.c to $1.52 billion in the second quarter.

    Analysts on normal had anticipated total cloud earnings of $1.fifty six billion, in accordance with Thomson Reuters data.

    A late entrant into the impulsively growing to be cloud-primarily based utility business, Oracle has aggressively stepped up efforts to bridge the hole with rivals akin to Amazon.com Inc, Microsoft Corp and Salesforce.com Inc.

    profits in Oracle’s natural utility licensing enterprise, with the aid of far nonetheless its biggest, rose 3 p.c to $6.31 billion.

    The business’s internet salary rose to $2.23 billion, or 52 cents per share, in the second quarter ended Nov. 30, from $2.03 billion, or forty eight cents per share, a year previous.

    total adjusted salary rose 6.2 percent to $9.sixty three billion, beating expectations of $9.fifty seven billion, based on Thomson Reuters I/B/E/S.

    On an adjusted groundwork, Oracle earned 70 cents per share, beating analysts’ estimate of a earnings of 68 cents.

    salary rose to $9.62 billion from $9.04 billion.

    Reporting via Sonam Rai in Bengaluru; enhancing by using Sriraj Kalluvila




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    1Z0-970 exam Dumps Source : Oracle Sales Cloud 2017 Implementation Essentials

    Test Code : 1Z0-970
    Test Name : Oracle Sales Cloud 2017 Implementation Essentials
    Vendor Name : Oracle
    Q&A : 75 Real Questions

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    Oracle Sales Cloud 2017 Implementation Essentials

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    The leading CRM tools offer a full range of functionality | killexams.com real questions and Pass4sure dumps

    There's a CRM platform or marketing automation suite for every company size, every price range, and on-premises hosting or cloud deployment. They include a broad range of functionality, from traditional to cutting edge. The tough part for most organizations is sorting through all of the products to make the best choice.

    Here, we've tried to make the purchasing process less intimidating by providing a roundup of the leading CRM tools for sales, service and marketing. All of the vendors covered offer strong products, and they go out of their way to show what they do best. If you've done your homework by first assessing your needs and pegging them to business goals, the best options should be obvious, making the purchasing decision easier.

    Most of the CRM packages examined here offer the core functions, which generally include sales marketing and customer support. In some cases, this can extend to contact management, lead generation and monitoring, marketing automation, customized sales, and marketing messaging and campaign management. Pricing for these CRM tools typically is subscription-based.

    Adobe Marketing Cloud

    OS: Windows, macOS, LinuxDeployments: Software as a service (SaaS)Business size: All sizes

    There’s a CRM platform or marketing automation suite for every company. The tough part is sorting through all of the products to make the best choice.

    The Adobe Marketing Cloud enterprise-level platform offers customer engagement features and efficiency tools. It consists of integrated modules that address analytics, online user targeting, campaign management, social media marketing, content and channel management, user profile management, and campaign forecasting. A separate platform offers tools to help organizations understand and maximize audience engagement with premium TV and film.

    Adobe's cloud platform is integrated with the Microsoft Dynamics 365 platform and can access the sales and marketing data stored in Dynamics. This integration enables organizations to perform customer sales lifecycle management, audience segmentation and synchronized content delivery.

    The Adobe platform shares applications with Salesforce, Oracle and SAP CRM platforms, and features open APIs for third-party integration with even more CRM systems.

    Each module of the Adobe Marketing Cloud is priced separately, and the overall cost is based on the modules selected.

    HubSpot CRM

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: Small to midsize

    HubSpot features core CRM functionality, strong social CRM integration, customer lifecycle functionality and integration with other HubSpot Inc. products, including HubSpot Sidekick for Business. HubSpot CRM also provides enhanced data collection capabilities.

    The product's customer lifecycle features include customer integration with Google Apps and email services, such as Gmail and Microsoft Outlook, as well as a contact timeline that tracks customer interactions and offers alerts and notifications.

    The software's data collection features leverage an integrated data warehouse with information from millions of companies worldwide, which HubSpot updates when information is added to a user's database.

    The product's data enrichment functionality goes beyond demographics and profile information and adds relevant information across a variety of domains and formats, such as news stories, blog entries and other media-based data.

    The database may contain information on specific people to help facilitate personal contact. This personal data collection extends to the product's social media functionality by importing social media-based information, including profile data and images of contacts, automatically.

    HubSpot CRM includes an open API for integration with other services.

    Pricing starts at $200 per month for 100 contacts; $800 per month for 1,000 contacts; and $2,400 per month for 10,000 contacts.

    Infusionsoft

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: Small

    Infusionsoft provides core functionality for business-to-business (B2B) and business-to-consumer (B2C) organizations. The product includes contact management, customer engagement tracking, and lead capture and prioritization, as well as automation for marketing, billing, payments and customer follow-up.

    Infusionsoft's marketing automation features enable users to maintain personalized communication with customers via different channels, as well as sales automation to coordinate histories of customer interactions with support.

    The sales and marketing components work together to help organizations create campaigns that can be personally customized for existing customers, as well as more general appeals to new customers. This campaign component is enabled through a drag-and-drop interface.

    Infusionsoft features strong e-commerce functionality, including the main features for public-facing transactions -- online storefronts, billing and inventory tracking.

    Its social media features include content curation tools, automated audience engagement and a social listening app. Users can monitor those channels to retrieve customer sentiment and feedback, and can create customized, customer-engaging promotions for social media, as well as scheduled announcements.

    The Essentials edition is $199 per month, the Deluxe Sales edition is $299 per month, the Complete edition is $379 per month and the Team edition is $599 is per month.

    Marketo

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: All sizes

    Marketo Inc.'s marketing platform is built around email as a primary engagement channel. Its marketing features are augmented by tools for customer retention, including analysis of customer behavior data for engagement enhancement, user rewards and gamification, which engages users online to encourage social sharing of the brand.

    Other marketing features include marketing automation, lead generation and lifecycle workflow, campaign budget management, social media marketing, an analytics-driven sales insight tool, and analytics-supported customer content creation. Marketo also provides financial analytics.

    The platform's social media functions include brand ambassador development, which helps companies identify brand enthusiasts and incentivize them to promote the company's products and services.

    Marketo integrates with Salesforce, Microsoft Dynamics 365 and SugarCRM, and it communicates with these CRM platforms to provide a bidirectional exchange of data to enhance lead pipeline management and prioritization.

    Pricing starts at $1,195 per month.

    Microsoft Dynamics 365

    OS: Windows, macOS, LinuxDeployments: SaaS, on premisesBusiness size: All sizes

    The Microsoft Dynamics 365 SaaS suite provides core CRM features, several peripheral components and a host of integrations with other CRM products and third-party apps. Dynamics CRM is suitable for B2C and B2B use.

    The platform provides core sales, marketing and service functionality, including lead management, campaign management and customer tracking. Enhanced features enable users to provision customer insights, to perform multichannel social marketing and monitoring, and to map social media activity for trend analysis.

    Because the Dynamics products are deeply integrated with the Microsoft Office suite and other prominent offerings, such as Power BI, their analytics components are strong and provide flexible reporting and visualization features, and can easily interface with external data sources, including Excel.

    As with most Microsoft cloud-based offerings, Dynamics 365 can be implemented on in-house servers, as well as with a hybrid cloud on-premises architecture that situates its components wherever they serve the company best. However, note that while the suite can run from the cloud on multiple operating systems, it can only run on premises on Microsoft Windows.

    Pricing for Dynamics CRM Online begins at $8 per user per month for the Team Members edition, the Dynamics 365 Enterprise Edition Plan 1 is $115 per user per month, and Plan 2 is $210 per user per month. Pricing for the on-premises edition is license-based and is handled on a case-by-case basis.

    How do the leading CRM products compare? Oracle CX Cloud Suite

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: Midsize and enterprise

    Oracle's Customer Experience (CX) offers a collection of cloud CRM tools that cover sales, marketing, service, commerce and configure price quote (CPQ), and they are appropriate for both B2C and B2B organizations. Users can customize many of the Oracle CX modular cloud features for increased functionality.

    The platform's customer engagement components stand alone, enabling users to mix and match these applications according to what best suits a particular minicloud application, as they are known.

    The CX Sales, Marketing and Service Clouds provide core CRM functionality for customer engagement; campaign management; and multichannel, personalized contact. The Sales Cloud functionality includes automation, customer management, analytics, sales performance management and sophisticated dashboarding. The Marketing Cloud tools include social media monitoring, sentiment analysis and campaign tracking.

    A feature of the Service Cloud enables users to create customer contact centers, expanding the user's ability to engage when help is needed. The product provides incident tracking and management, as well as facilitation of peer-to-peer contact.

    The Commerce Cloud provides standard e-commerce features, along with online storefronts, pricing and promotion components, catalog management, and inventory. Templates for creating storefronts may be customized, and site building is achieved through a convenient drag-and-drop interface.

    The CPQ Cloud offers product configuration, pricing and quoting for pricing management and handling orders. Sales personnel can create quotes and proposals and implement discounts and promotions.

    Pricing is by minicloud. A CX Cloud for Midsize option is offered, and it includes the Sales Cloud, Service Cloud, CPQ Cloud and Marketing Cloud. Customers can choose which miniclouds they want. Pricing is based on the total number of hosted users, at $100 per user per month.

    Pegasystems CRM

    OS: Windows, macOS, LinuxDeployments: SaaS, on premisesBusiness size: Midsize to enterprise

    Pega CRM is built around business process management principles, which is logical, since Pegasystems Inc. is known for its business process management systems.

    Its core CRM tools include campaign management, lead generation and multichannel customer access. Its sales tools enable sales representatives who interact with customers to leverage analytics for enhanced customer engagement.

    Innovations include predictive marketing analysis and a sophisticated customer service product with sophisticated ticket management features that can optimize service response. This makes it a particularly good fit for large companies with a high volume of inquiries or support requests.

    Pega's customer-centric analytics enable organizations to anticipate what customers want and to introduce customer behavioral data into high-level marketing strategies. These analytics can also integrate with customer support and retention workflows.

    Customer engagement can occur across many channels, including email, voice, social media or online chat.

    Pricing is on a case-by-case basis; contact Pegasystems for a quote.

    Salesforce CRM

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: All sizes

    Salesforce Sales Cloud enables users to import customer and company data from external sources, such as business services company Dun & Bradstreet. Sales forecasting tools can track sales team activity via a real-time dashboard. Extensive workflow features include real-time approval, customizable forms for data capture in the field, and strong integration between marketing and sales components. Users can communicate in real-time via an embedded social channel that syncs with Microsoft Outlook for email and calendar management and interfaces directly with Gmail. Salesforce's Einstein AI functionality provides analytics on demand for the CRM tools.

    Pricing starts at $25 per user, per month for basic sales and marketing functionality; full functionality is available for $75 per user, per month. Full customization is $150 per user, per month, and unlimited support is $300 per user, per month.

    Service Cloud features the Lightning Service Console, which offers a 360-degree view of customers; Case Management for high-visibility case resolution and customer transaction history; and Omni-channel Routing, which matches cases with the most qualified agents. It enables direct customer service on social media; telephony is integrated with top computer-telephony integration systems.

    Pricing for the Service Cloud is $75 per user per month for the Professional edition, $150 per user per month for the Enterprise edition, and $300 per user per month for the Unlimited edition.

    The Marketing Cloud Journey Builder tool helps teams build lasting customer relationships that extend across domains and channels to include every customer touch point. Pardot marketing functionality can be integrated with sales features to facilitate marketing automation with advanced analytics. Social Studio enables social media monitoring and bidirectional engagement features; Advertising Studio facilitates campaign management and digital advertising. Contact Salesforce for pricing.

    Finally, Commerce Cloud Digital and Commerce Cloud Order Management fold artificial intelligence into a personalized digital commerce customer experience, enabling one-to-one product recommendations and fine-tuned search results. Multi-Site Management functionality allows centralized control, with top-down product, process and catalog management.

    Order Management features include inventory optimization and order processing capability, integrating views of orders, customers, products, inventory and promotions. Contact Salesforce for pricing.

    SAP CEC suite

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: All sizes

    SAP offers its Customer Engagement and Commerce products as modular minicloud options -- single cloud platforms with specialized functionality. They provide core CRM and e-commerce features, as well as a dedicated social media platform and analytics utility.

    Although these clouds are available to companies of all sizes, they're best suited to larger B2B and B2C organizations.

    SAP's sales and service clouds offer conventional CRM functionality for lead management, sales performance management, multichannel interaction and task management. It also offers enhanced features such as embedded predictive analytics for sales, and email response management that tracks customer interaction history for service personnel.

    Campaigns can be created and monitored on the sales side, and the service cloud can monitor service performance in real time. Both clouds feature real-time, peer-to-peer communication between users to facilitate a rapid response to customers.

    The SAP Hybris Marketing Cloud offers components for lead generation based on market analysis, which users can also leverage to create effective marketing campaigns. This enables users to customize marketing campaigns to analyze customer profile data for optimized initial engagement.

    The SAP Hybris Commerce Cloud e-commerce platform can process sales on multiple channels, from point-of-sale systems to social media to call centers. It includes tools for managing order and product information, as well as tools for managing the customer experience in purchasing.

    SAP Jam, the collection's tool for social collaboration, enables both customers and in-house colleagues to communicate. As with most enterprise social CRM platforms, its features include document sharing and ad hoc group management.

    Each cloud is priced separately.

    SugarCRM

    OS: Windows, macOS, LinuxDeployments: SaaS, on premisesBusiness size: All sizes

    Offered as both SaaS and on premises, SugarCRM provides core sales, marketing and service management functionality. It offers an array of business support functions, including scheduling, project management, workflow and custom reporting. Sugar's core features include augmented campaign management, which takes advantage of the product's flexible dashboarding and reporting capabilities.

    SugarCRM's activity stream feature enables collaboration between users, and users can deploy the product's workflows to aggregate customer and sales data for reporting purposes.

    Sugar can use the leading social media platforms to track the profile activities of contacts online for both sales and support purposes. The product can also manage customer inquiries via social media. Although Sugar has no e-commerce functionality, it integrates with other e-commerce platforms.

    SugarCRM is open source, making it highly customizable, especially for reporting, which is SQL-based. Several open APIs facilitate customized integration with other apps, and Sugar can be readily integrated with several online data services.

    The Sugar Professional edition is $40 per user per month, the Enterprise edition is $66 per user per month and the Ultimate edition is $150 per user per month.

    Zendesk

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: All sizes

    Zendesk is a niche platform focused specifically on the customer support function. The platform features a strong mobile implementation. Customer support features include components for proactive customer engagement, as well as an array of tools that support customer dialog, and analytical tools to support customer service.

    The platform offers features common to most customer service systems, including ticket creation and management, incident tracking, and customer support lifecycle management. Zendesk's integrated email system converts inbound emails into support tickets.

    Zendesk also provides a configurable help center that organizations can use to build an in-house knowledge base that both internal and external users can access for support and service information and incident resolution.

    Zendesk tracks customer interactions throughout service incidents and provides integrated phone, chat and email dialog support. This includes Zendesk Chat, its live chat utility, and Zendesk Talk, an integrated phone service that works directly from the platform. Both can be embedded in external mobile apps and webpages.

    The Zendesk mobile app, which runs on iPhone, iPad and Android platforms, makes Zendesk well-suited for field and floor use.

    There are five plans available: Essential is $5 per user per month, Team is $19 per user per month, Professional is $49 per user per month, Enterprise is $99 per user per month and Enterprise Elite is $199 per user per month.

    Zoho

    OS: Windows, macOS, LinuxDeployments: SaaSBusiness size: Small

    Zoho provides traditional CRM features, as well as marketing automation and social collaboration functionality.

    The platform's lead management tools are designed to handle leads throughout their lifecycle. Leads can be analyzed externally and acquired from external sources.

    Zoho's internal analytics are embedded in the reporting tool. Standard dashboards are also included.

    Zoho also offers Zia, an artificial intelligence-driven support app that learns how each salesperson performs day-to-day activities and provides customized performance support, functions and predictions.

    Marketing automation includes campaign management functionality and cost management. Zoho's contact management features provide contact tracking, a rule-based assignment system to match contacts to sales or service personnel, and the ability to import contact information from the major email platforms.

    Social media integration, which is in place for Facebook and Twitter, enables users to track and monitor customer engagement for sentiment analysis, and can be accessed from within the Zoho platform.

    An open API is available for custom integrations, and many third-party applications are integrated, including Google Apps. Zoho also offers a mobile CRM app.

    Pricing starts at $12 per user per month for the Standard edition, the Professional edition is $20 per user per month, the Enterprise edition is $35 per user per month and the Ultimate edition is $100 per user per month.


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    Comparison of SAP C/4 HANA and Salesforce | killexams.com real questions and Pass4sure dumps

    Introduction

    After attending SAP’s flagship conference a few months ago, I left intrigued on the new pitch SAP made to everyone who attended the conference. There is usually something to entice people with the latest and greatest thing us technologist have to have. Basically, generating more sales for SAP. It was S/4 HANA, then Leonardo, and now something called C/4 HANA. It is the tech giant’s attempt to enhance the digital experience, get to know the customer better, and directly compete against Salesforce in the CRM space. The “C” stands for customer and the “4” stands for 4th generation. SAP isn’t the greatest when naming its tools and they keep changing acronyms every couple months; however, this aligns with the rest of the HANA platform. C/4 HANA is a rebranding of Hybris and the newly acquired Callidus Cloud technologies to provide a holistic customer experience.

    In the press release announcing C/4 HANA, Bill McDermott, SAP CEO, says, “SAP was the last to accept the status quo of CRM and is now the first to change it. The legacy CRM systems are all about sales; SAP C/4 HANA is all about the customer.” Really? SAP CRM was the legacy provider and generally behind the status quo. They must have conveniently forgot they were the flagship CRM provider with SAP CRM. It was the go to CRM application until Siebel and ultimately Salesforce came along and disrupted the whole industry with cloud computing and a no code approach to SaaS. SAP then followed up with CRM on Demand and C4C.

    With all that aside, McDermott is correct. CRM systems are more than just sales force automation, but technologies that help business have a single view of the customer. The more we understand our customers through their behavior, orders, people, etc, the better we can service them which ultimately leads to a better relationship and more revenue.

    The following does a side by side comparison of both SAP C/4 HANA and Salesforce. It would be impossible to compare everything apples to apples, but I focused on high level functionality and provided a very simplistic view for understanding purposes. Each application is broken into four major clouds: Marketing, Commerce, Sales and Service. There is an underlying data layer or “Platform” for each application that serves as the base layer for each cloud along with the capability of extending the functionality beyond what each cloud offers.

    Marketing Cloud

    The current version of SAP Marketing Cloud is similar to salesforce’s Pardot. Both do a very good job on tracking customer behavior, campaign management, and leveraging machine-based learning for smarter lead nurturing.

    However, Salesforce Marketing Cloud is more than just Pardot. They have provided other features in Journey Builder, Social Studio and Advertising Studio that brings together commerce, sales and service powered by Einstein, artificial intelligence software, that uses hundreds of millions of data points to track consumer behavior. For example, a marketer can automatically turn off advertising of a specific product to a customer if a service request has been put in. There is nothing more irritating than having a promotion flash in front of you on how amazing the product is when you just had an issue with it. Salesforce Marketing Cloud allows you to consolidate all social media content about your brand and create service tickets real time to address issues people are posting. Mobile Studio uses location-based technologies and allows you to deliver mobile messages alongside email, ads, and web campaigns to create a consistent customer journey across every channel.

    As of today (Aug 2018), only campaign management leverages SAP Leonardo. On the roadmap SAP will further that capability to Lead Conversion Propensity and Customer Retention. One highlight for SAP Marketing Cloud is the Agency Collaboration. It enables customers and marketing agencies to collaborate on marketing activities. You can hand over the keys to the castle for all marketing activities in your system or allow agencies access to a portion.

    Advantage: Salesforce

    Commerce Cloud

    Though Salesforce Commerce Cloud is a visionary leader for eCommerce in its ease to install, easy to manage and simple licensing, it isn’t truly comparable to the vast capabilities of SAP Commerce Cloud. Salesforce made a push for relevance in the commerce space in 2018 with the purchase of CloudCraze. It gives consumers a personalized shopping journey through multiple channels including web, mobile, social and in-store. However, CloudCraze and Salesforce Commerce Cloud are built on two different platforms and since this is a new acquisition, the roadmap of integration is still unclear. Additionally, the Commerce Cloud is a one size fits all approach to any industry. This could require additional investments in customizations or partner channel components to fit one’s business model.

    The SAP Commerce Cloud (previous known as Hybris) as been the leader in the B2B space for nearly a decade. It was named the best commerce platform for 2018 according to the Gartner (magic quadrant below). The industry accelerators, comprising layouts and customer journey templates can get customers up and running very quickly. The most significant differentiator is the integration across the C/4 HANA platform. A customer can review their price lists, analyze inventory levels and see order document flows from S/4 HANA in SAP Commerce Cloud in real time without middleware or custom integration. It brings your ERP system to the customer. Additionally, customer service can easily assist customer with issues by having the ability to emulate the customer’s cart and finish off purchases.

    Advantage: SAP

    Sales Cloud

    Although Salesforce and SAP offer similar functionality in this area, SAP’s integration to S/4 HANA gives it a slight competitive edge. The main selling point for the SAP C/4 Sales Cloud is bringing ERP data through to CRM. No need for middleware or integration. Seamlessly connect customer order information, document flow and invoicing into SAP Sales Cloud. This can be done with Salesforce but does require additional adapters to be configured or developed.

    SAP has made strides in improving the functionality and user interface, but still have some ways to go. Along with the integration, SAP Sales Cloud has native features for Leonardo backed account scoring, mapping and route optimization, real time inventory availability (roadmap for Q3 2018) and, with the CallidusCloud acquisition, a very robust sales person compensation engine.

    The Salesforce Sales Cloud is the crux of the salesforce platform and clear industry leader and stays the leader in the Gartner Magic Quadrant for sales automation for the 12th year in a row. It is important to look at Salesforce Sales Cloud as more than just a sales automation tool, but a platform for business visibility and collaboration. It is easy for a non-technical user to extend the application functionality to address workflow and approval processes throughout the organization. It is possible to do in the SAP Sales Cloud, but very cumbersome and clunky.

    Additionally, Salesforce reinvented its user interface with the Lightning Experience. They built the interface from the ground up having mobile in mind with feedback from thousands of customers. It enables salespeople to work smarter and faster. Everything important for the salesperson is at their fingertips. For example, the Kanban view for list. A salesperson can update their Opportunity Pipeline by dragging it from one stage to another. With the SAP Sales Cloud user interface, there were too many tabs and clicks to get to the information the user really needed. The salesforce user experience is far better and more intuitive than the SAP Sales Cloud. The user experience is what drives adoption and should be kept in mind when reviewing CRM options.

    The Salesforce mobile experience was designed for the phone and the main emphasis was how many functions can a person do with the swipe of a thumb. Salesforce also optimized the interface for the Apple watch. SAP Sales Cloud mobile platform is very similar to the web platform with too many tiny clicks to get information. It is not efficient and cumbersome for people on the road.

    Advantage: Push

    Service Cloud

    The functionality between SAP Service Cloud and Salesforce Service Cloud is very similar. The former focusing more on field service requests and the latter focusing on a traditional call center support. Both provide machine learning for service tickets, knowledge management and smart routing through telephony integration.

    The same advantages for each application like above with SAP Service Cloud seamlessly integrated with the back office for invoicing and credits while Salesforce Service Cloud provides the user convenient widgets to address customers very quickly.

    Advantage: Push

    Ecosystem

    When I was at an age where marriage was top of mind for my family, my dad sat me down and ran through important qualities for my spouse to have. Like all dads, he was providing me decades of wisdom. As Indians the most important part of marriage he conveyed is “you aren’t just marrying the girl, but the whole family.” Oh so true of technology. Just like the Google vs Apple vs Amazon, you are not choosing a technology, but an ecosystem.

    Solution Implementation Partners

    Both SAP and Salesforce have a vast partner network with Salesforce probably a slight edge on volume of solution implementation (SI) partners due to reduced barriers to entry. However, there is a significant difference between approaching ERP implementations and CRM implementations. With ERP implementations, they are very well defined because at the end of the day the numbers must be correct. SI’s are gathering requirements from Operations and Finance people. ERP implementations take at least a year to 18 months…and those are considered the fast ones.

    A CRM implementation approach is vastly different. The primary stakeholders are Sales and Marketing from the onset. To get solid requirements from a sales person is a near impossible task. Generally, requirements are vague and broad. “Give me all the information and let me decide what I want to use and when.” Even after requirements and development, there needs some course correction. “I know you did exactly what I asked, but now that I see it, can we change things around.” The ERP SI’s don’t handle this well and change request run about; however, with salesforce SI’s, this is run of the mill project delivery.

    With that said, if SAP is relying on its SI’s to deliver C/4, I haven’t seen the robust change in approach, resource and organizational change from its major SI’s. SAP has introduced a great technology, but it will take a bit of time for the partner network to really figure out on how to implement it.

    Marketplace

    Both technologies do have a wide array of product offerings in their respective marketplaces; however, the Salesforce marketplace, as known as the AppExchange, has a plethora of free and paid applications to meet every need a business has. Just like the iPhone, if you feel like there is something missing in your salesforce instance, trust me, there is an app for that.

    Customer Support

    Gartner cited in a report: “Salesforce customers see the vendor not just as a CRM software provider, but as a strategic advisor on how to innovate and grow their business overall. This is a rare position of trust that very few competitors can match.” For SAP, they will eventually solve the issue, but it takes a bit more effort to get to the right person, a bit more time and sometimes the code fix will break something else. As of today, the SAP CRM technical documentation is light and isn’t readily available for all modules.

    The training Salesforce provides through its Trailhead is remarkably well done. Salesforce takes novice user through each function and has users build demos. It is a clearly thought out and well executed plan to educate users on how to become a salesforce expert. You don’t have to be technically inclined to be a proficient administrator in Salesforce. Users can earn badges as they work their way through each learning path.

    Aside from the responsive customer service organization, salesforce has a vast community that has formed to help anyone in the salesforce community. People take pride on the gamification aspect of support and serves as the first resource of support.

    Advantage: Salesforce

    Cost

    It is already interesting when you try to compare pricing. Salesforce keeps it confusing on purpose, but SAP takes it to a whole new level when it comes to pricing. Again, it won’t be an apples to apples comparison and this is just list pricing. These can be negotiated in the right circumstances. I am only comparing the middle tier pricing for both offers because that can get you most of what a business needs.

    Salesforce:

    Essentials — $25/user/month — this gets you access to the platforms and ability to work with custom objects. No opportunity access

    Enterprise Sales Cloud — $150/user/month

    Commerce Cloud — revenue-based subscription model

    SAP:

    Sales Cloud — $117/user/month

    Commerce Cloud — fixed and consumption subscription model (based on the number of orders)

    Summary and Conclusion

    Here is a high-level pros and cons for each application:

    It is hard to determine a clear-cut winner because the way both companies have dedicated themselves to innovation and advancement of their products, their deficiencies will be addressed by the time I complete this document. For example, we will see what salesforce does with the Mulesoft acquisition and have a seamless connector to any back office system. The choice between technologies depends on the situation, business requirements, and the ecosystem for each organization.

    There is a compelling argument to choose SAP CRM because of the seamless integration with the back-office processes. This allows for a complete solution without data being migrated back and forth between systems. The 4th attempt…I mean 4th generation CRM product from SAP finally hits the mark of what a CRM should be instead of just an afterthought. If companies want to reduce the technology footprint and are implementing S/4 HANA for ERP, the C/4 solution is a viable option.

    In a technology innovation fight, it is hard not to back the company that has been in the top 3 of Forbes “Most Innovative Company” for the last 8 years. Salesforce dominates the market for customer-relationship software. The company had 19.6 percent of the market in 2017, according to industry research firm IDC. Oracle was №2 with 7.1 percent, and SAP had 6.5 percent. The way salesforce’s revenues have been growing, they don’t show signs of slowing down anytime soon. If you already have Salesforce implemented with the integrations to an ERP system, then it makes sense to stick with the current technology stack. The business case or ROI on just changing technologies for the sake of change isn’t a very compelling sell for executives. The SAP C/4 functionality and what SAP has on their roadmap isn’t persuasive enough to replace an existing salesforce solution.

    It will be interesting to see how both companies compete against each other. SAP will invest a significant amount of capital and resources to keep enhancing and have C/4 on par with the rest of the HANA platform. Salesforce is a CRM company, and this is their only focus. The winner is the end consumer, who will benefit from the rapid innovation and addition of features to the overall delivery.

    Sameer Afsar

    Sameer is a technology executive focused on helping businesses with digital transformations. Skilled in Business Process Improvement, Sales Efficiency, Analytics, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP).



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