Report: Salesforce and GoldMineCompared

CRM SwitchCRM Assessment, Selection & Specification Serviceswww.crmswitch.com800­799­4539

January 11, 2013

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Table of ContentsIntroduction

Naming ConventionsCompany Backgrounds

Salesforce.com, Inc.FrontRange Solutions

Product OverviewsSalesforce

New ReleasesEditions and PricingData Storage

GoldMineNew ReleasesData Storage

Application InfrastructureSalesforceGoldMine

User AccessSalesforceGoldMine

Mobile Device SupportSalesforceGoldMine

Third Party EcosystemSalesforceGoldMine

Sales & Delivery ChannelsSalesforceGoldMine

Login and Password SecuritySalesforceGoldMine

UI & NavigationSalesforce

General NavigationRecord Navigation

GoldMine

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General NavigationRecord Navigation

Variable Screen LayoutsSalesforceGoldMine

User OptionsSalesforceGoldMine

Field and Table CustomizationSalesforceGoldMine

Advanced Development & APIsSalesforceGoldMine

SearchSalesforceGoldMine

Duplicate Detection and MergeSalesforceGoldMine

WorkflowSalesforceGoldMine

Reporting & DashboardsSalesforceGoldMine

Email IntegrationSalesforceGoldMine

Email MergeSalesforceGoldMine

Office Suites IntegrationSalesforceGoldMine

Data Import ToolsSalesforceGoldMine

Web Lead CaptureSalesforceGoldMine

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Customer ServiceSalesforceGoldMine

CollaborationSalesforceGoldMine

Social Media IntegrationSalesforceGoldMine

Help & TrainingSalesforceGoldMine

User ConferencesSalesforceGoldMine

Legal Notices

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IntroductionThis report is a fact­based comparison of Salesforce® and GoldMine® CRM.

For those who work for or who consult to an organization that is moving toward a new CRMsolution, this report can be viewed as a starting point. From here, we encourage deeperevaluations, which should include listening to each vendor’s representatives present theircompetitive strengths over the other’s application ­­ especially as these strengths pertain to yourorganization’s business needs.

We would also recommend signing up for a free trial of each system so that would­be users canexperience the general flows of the respective applications.

While we have attempted as much as possible to keep this analysis a statement of facts, weexpect that advocates for each solution will find areas that appear slanted in the direction of theother solution.

The analysis mainly focuses on out­of­the­box functionality. However, there are severalreferences to specific, third party applications. We have intentionally limited the number ofreferences to third party products.

Many links in this report are to Web pages that are within the domains of the respective vendors,but it’s possible that some links will become stale over time.

Specific CRM product releases and versions of supported third party product releases are alsoreferenced in this document. These references will be updated in future updates to this report.

Not all features and functionality of the respective systems are compared in this report. We willadd additional comparison points in future updates.

To discuss the differences in greater detail, please contact us at 1­800­799­4539 or email us atinfo@crmswitch.com

Naming ConventionsThis report will separately reference salesforce.com® (the company) and Salesforce(salesforce.com’s flagship product).

What are commonly known as database “tables” in GoldMine are know as “objects” inSalesforce. These respective naming conventions will be used where appropriate.

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Company Backgrounds

Salesforce.com, Inc.Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, and went publicJune 2004. Salesforce.com was a pioneer in developing software as a service (SaaS) which isnow commonly referred to as cloud computing. The company has stated that it has over100,000 CRM customers.

Salesforce.com, Inc. is traded on the NYSE under the symbol CRM.

FrontRange SolutionsFrontRange Solutions was founded in 1989 as GoldMine Software Corporation by Jon Ferraraand Elan Susser.

In 1998, GoldMine Software Corporation was acquired by Bendata, an IT Helpdesk organizationbased in Colorado. At the time, Bendata was owned by a South African holdings company calledIxchange Technology Holdings, Ltd.

Ixchange renamed itself FrontRange Limited in 2000 and rolled the former GoldMine SoftwareCorporation and Bendata and into a new U.S. based corporation called FrontRange Solutions.

On November 4, 2005, Francisco Partners acquired all outstanding shares of FrontRangeSolutions.

In February 2012, FrontRange Solutions separated into two businesses units. The FrontRangebusiness unit focuses on IT Service Management (ITSM). The GoldMine business unit focuseson CRM. The company is currently headquartered in Milpitas, California.

The GoldMine unit recently stated that there are over one million GoldMine users.

Product Overviews

SalesforceSalesforce.com only offers its product as a hosted, subscription model. It does not offer anon­premises version.

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Furthermore, Salesforce is only available on a multi­tenant, shared instance platform ­­ calledthe Force.com™ platform. With Salesforce, there are no options for a dedicated instance or adedicated server for a given customer.

While salesforce.com has achieved high scalability for its application, for a variety of reasons, ithas split its offering into multiple instances.

To supplement its core product offering, salesforce.com has acquired a number of othertechnology companies in the CRM and social media spaces. Acquisitions include Jigsaw,Radian6, Buddy Media, Assistly and Heroku.

Salesforce.com internally developed a collaboration product called Chatter. Chatter is availablewithin all Salesforce editions at no extra charge and is also available as a free, standaloneproduct.

New ReleasesSalesforce has three major new releases each year. The release names are based on theseason and year ­­ e.g. “Winter ‘13”. For the most part, these new releases are fully transparentwith respect to existing customizations. Customers do not have to pay extra for new releases.

Editions and PricingSalesforce is available in five different editions, which range in price from $5 per user per monthto $250 per user per month. Each edition is the same underlying product, with specific featuresand functionality either switched on or off, depending on the edition (PDF). The most popularedition, Enterprise Edition, lists for $125 per user per month. The Professional Edition lists for$65 per user per month. Normally, a 12 month commitment is required. A longer termcommitment, such as 24 months, can result in lower pricing.

The Salesforce.com Foundation provides free and/or deeply discounted licenses to certaincategories of organizations such as 501(c)(3) corporations and B corporations.

Data StorageAll editions of Salesforce have a minimum of 1 GB of data storage and 11 GB of file storage. Thetotal available storage can be higher on the Professional, Enterprise and Unlimited Editions asthere is also a per user allocation on these editions.

Each record in most Salesforce objects is deemed to use 2 KB of storage. Additional datastorage can be purchased in 1 GB increments.

GoldMine

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GoldMine is a program that is installed on Microsoft Windows. While some earlier versions ofGoldMine used dBase as the database platform, recent releases use Microsoft SQL Server asthe database back end.

Each user must have the software installed on their machine (unless they are accessing aseparate desktop that’s running on a thin client such as Windows Terminal Services or Citrix).

GoldMine also offers a thin client option called iGoldMine™ which provides remote access to theGoldMine user interface via a browser. A separate server running Microsoft IIS is required foriGoldMine.

A user may connect to their own, private local database or they can connect to a shareddatabase on a network. A user can also connect to a local database that is periodicallysynchronized with a master database.

New ReleasesGoldMine periodically releases new versions. The current release of GoldMine is GoldMine 9.2Premium Edition.

Many GoldMine customers upgrade GoldMine regularly in order to receive: support for newversions of Windows and MS Office; new features; and bug fixes. Upgrading GoldMine requiresinstalling a new version of software on each user’s PC (or virtual desktop), as well as on remoteusers’ laptop or desktop machines.

Editions and Pricing

GoldMine offers two user and five user bundled pricing via its website.

GoldMine licenses can be purchased for a one­time cost of $695 per concurrent user.Concurrent users must be network users who are directly connected to the main database.

Offline, synchronizing users must be named users ­­ named user licenses are also $695. Thereis a 20% annual software maintenance fee that’s charged on top of the user license fee.Customers must be current on software maintenance in order to be able to purchase newlicenses and receive support. Customers are responsible for the cost of needed serverhardware and software components.

Data StorageSince GoldMine is a single­tenant solution that’s typically installed on premises, in thecustomer’s environment, the storage is only limited by available disk space on the server that’shosting the application.

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For GoldMine’s built­in email functionality, there is an overall 2 GB size limitation.

Application Infrastructure

SalesforceSalesforce.com’s service is collocated in multiple, top­tier global data centers. Salesforce.compublishes its data center security and disaster recovery information on its trust.salesforce.comsite.

Salesforce.com does yet not own the data centers in which its customers are hosted, partlybecause it runs its entire customer base on just a few thousand servers and therefore does notrequire a large server footprint.

Salesforce.com does not have a publicly accessible Service Level Agreement (SLA). Accordingto this source, Peter Coffee of salesforce.com said that SLAs are “formulated in confidentialdiscussions with individual customers.”

GoldMineGoldMine’s back end database is typically installed on­premises on a customer provided server.Therefore, the end customer is responsible for back end database performance and uptime.

User Access

SalesforceSalesforce is a native, browser based application. Salesforce supports recent versions ofGoogle Chrome, Mozilla Firefox, Microsoft Internet Explorer and Apple Safari. Salesforce.compublishes supported browser versions.

GoldMineGoldMine is a native, Windows based application. GoldMine version 9.0 is officially compatiblewith Windows XP SP3, Windows Vista SP2 and Windows 7 SP1 both 32­bit and 64­bit.

A tab within a Contact record called a GM+ View tab can display information in browser view.This information can be keyed off of Contact fields. An example of this is the display of a Googlemap that’s based on the Contact’s address fields.

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GoldMine supports offline synchronization, so that not all users need to be connected to the maindatabase. Instead, certain users can have a local copy of some or all of the main databaserecords available on their local machine. The user can periodically synchronize to send andreceive changes.

As mentioned above, FrontRange offers a solution called iGoldmine, which makes GoldMineaccessible via any network or Web connection.

Another user access method is via Windows Terminal Services (RDP) or Citrix. With thisaccess method, a user does not need to have the GoldMine workstation software running locally.Instead, the user accesses a remote desktop that is set up on one of their company servers.

With this access method, a user needs to first launch an RDP or Citrix client. Then, theapplication is rendered on their local desktop. If the user is not working from within theircompany’s network, they may have to first establish a virtual private network (VPN) connectioninto the network in order to gain access.

Mobile Device Support

SalesforceSalesforce has native applications for both iPhone and BlackBerry. The Mobile Lite version isavailable at no extra charge. The paid version is called Salesforce Mobile, and has additionalcapabilities.

In the fall of 2012, salesforce.com released touch.salesforce.com which is a device independentversion of Salesforce that is optimized for tablet devices, such as those based on iOS orAndroid.

Salesforce Labs has released an iPhone application called Logger and an iPad application calledForcePad. These are not officially supported applications.

Salesforce can also be accessed on iPad and other tablets via a standard browser interface.

GoldMineFrontRange offers an add­on mobile solution called GoldMine Mobile. GoldMine Mobile provides areal­time connection to GoldMine data via Apple devices such as iPhone and iPad.

A third party vendor named W­Systems offers a mobile solution for GoldMine called wMobile.wMobile supports all major smartphones and all common browsers.

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Third Party Ecosystem

SalesforceSalesforce.com manages its own third party application site, AppExchange. The AppExchangealso has applications from Salesforce.com’s internal, Force.com Labs.

All applications must be certified and pass a periodic security check. All AppExchangeapplications are installed with the same series of clicks.

Some of the apps are free and some are paid. Not all applications are compatible with alleditions of Salesforce. For example, many apps require Professional Edition or higher. Someapps require Enterprise Edition or higher.

GoldMineThere are a number of third party add­ons that work with GoldMine. Listings of these add­onscan be found on the GoldMine site and on several GoldMine partner sites, including those ofTicomix and 1st Direct. There is also a site called the AddOnStore for GoldMine.

Sales & Delivery Channels

SalesforceSalesforce is sold directly via a team of Account Executives and people in other named salesroles. Account Executives normally team up with a Salesforce partner when implementationservices are requested by a prospect. For opportunities that a Salesforce.com partner registers,the partner receives a referral fee on the first year’s subscription revenue.

GoldMineGoldMine sells three user bundles and five user bundles directly. More than five seats can bepurchased directly GoldMine or from one of GoldMine’s channel partners.

If a customer requires implementation services, these services are typically delivered by aGoldMine channel partner.

Login and Password Security

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SalesforceSalesforce defaults to two factor authentication (a.k.a. 2­step verification) for org access. After anew user’s initial login, each time the user tries to login from an unrecognized computer ordevice, Salesforce emails a verification code to the user. The user must key in the verificationcode in order to log into Salesforce. This two factor authentication can be overridden by thesetting of Trusted IP Ranges by an administrator.

In the Enterprise and Unlimited Editions, certain IP ranges can be restricted from login accessaltogether, as defined within user Profiles.

Salesforce supports authentication via Active Directory or LDAP with the implementation ofSingle Sign­On.

Salesforce allows for setting password policies, including: password expiration duration; howmany old passwords are remembered; minimum password length; password complexity.

GoldMineGoldMine’s password policies allow an administrator to specify: minimum password length;whether or not to block the account after three invalid login attempts; and the number of previouspasswords for which a new password cannot repeat.

UI & Navigation

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Salesforce

General NavigationSalesforce displays different objects across the top part of the screen. Each user can have theirown set (or sets) of tabs, as defined by “Apps”. An App is a collection of tabs that appears onthe screen in a specific order.

A left sidebar shows Recent Items and allows for users to quickly create new records. Thesidebar also contains the Recycle Bin, where user deleted records reside for 15 days beforethey are permanently removed from the org.

There is a global search box in the top of left of the browser window.

Record to record navigation all occurs within a single browser tab or window. No new tabs orwindows open by default. If a user wants to open a record in a new tab (or a new window), theuser must force a new tab to open by clicking right mouse button and selecting “Open in newtab”.

Record NavigationWithin each record, Salesforce displays sections of fields for the current record (and optionallyfields from a parent record) at the top of the screen. Below these sections are related lists of

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records from other objects.

Users can either scroll down the record’s page to view related lists, or they can make use ofhover tabs near the top of the screen. Hovering the cursor over a top tab will cause a related listto drop down from the hover tab.

GoldMine

General NavigationGoldMine’s interface includes a standard Windows menu bar across the top of the screen.Below the menu bar, there is a customizable Taskbar with buttons that allow users to quicklycreate new records, view reports, schedule activities and take other actions.

Below the Taskbar, there are tabs of open windows that allow a user to quickly switch among aContact record, the Contact Search Center, Opportunities, Activities or any other open window.Users can also close any open windows from a tab.

On the left side of the screen, there is a memory window that displays recently visited records. Inthe lower left, there are navigation bars, similar to the navigation bars in Microsoft Outlook.

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Record NavigationWithin a Contact record, there is a set of action buttons along the top. The main Contactinformation displays in the top pane. In the bottom half of the screen, there is a set of displaytabs. These tabs show a variety of information that’s related to the Contact, including additionalfields, Pending Activities, History, Opportunities and Cases.

Variable Screen Layouts

SalesforceIn the Salesforce Enterprise and Unlimited Editions, there can be variable screen layouts (fields,related lists and pick list values) as defined by Record Types. The Record Type for a record istypically selected at the time of record creation.

GoldMineGoldMine also offers variable Contact screen layouts via the use of Record Types. A completely

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different set of fields can be displayed on the top and bottom Contact screens depending onwhich Record Type is selected.

User Options

SalesforceIn Salesforce, users have the option to customize their tabs and to set the appearance and orderof related lists within each object. Users also have access to email settings, such as asignature, for emails that are sent from within Salesforce.

There are a number of follow and notification options that pertain to Salesforce Chatter.

GoldMineGoldMine users have a number of options for personalizing their user experience. This includesrecord settings, calendar settings, email settings and more.

Field and Table Customization

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SalesforceIn Salesforce, an administrator can add new fields to an object via point and click. Field typesinclude: Auto Number; Formula; Roll­up Summary; Lookup Relationship; Checkbox; Currency;Date; Date/Time; Email; Number; Percent; Phone; Picklist; Multi­Select Picklist; Text; Text Area;Text Area (Long); Text Area (Rich); URL.

New objects (tables) can also be added. A new object can either have a lookup relationship witha parent object, a master­detail relationship or a many to many relationship.

GoldMineGoldMine has a design tool that lets an administrator add custom fields (date, text or numeric) tothe Contact2 table, which has a one­to­one relationship with the main, Contact1 table.

A secondary, one­to­many ContSupp table with a dozen or so text fields provides a level ofrelational capability. ContSupp is a multi­purpose table that can be used for both secondarycontacts and for other data that relates to a contact in a one­to­many fashion.

GoldMine does not offer the ability to add custom tables to the database.

Advanced Development & APIs

SalesforceIn the Enterprise and Unlimited editions, Salesforce allows for advanced customizations usingApex, salesforce.com’s proprietary development language, as well as Visualforce, which is usedfor custom user interface design.

Functionality developed with Apex and Visualforce can be added to the Professional Edition byway of a Managed Package.

Salesforce.com provides a sandbox environment in the Enterprise and Unlimited Editions fordeveloping and testing customizations and code. The default, developer sandbox can be createdas a snapshot of the production org, but the sandbox does not inherit production data. A fullsandbox, which does inherit data, is available for an additional monthly fee for the EnterpriseEdition.

Salesforce’s Enterprise and Unlimited Editions have a Web Services API. APIs include SOAPWeb Services, REST, a Bulk API and a Metadata API. Code examples in the API documentationare Java and C#, but the APIs can be called from a number of client side languages, including

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Ruby, PHP and Perl.

Salesforce also leverages the Eclipse open source IDE.

GoldMineGoldMine’s API documentation is available to its partners and customers, but it is not availablepublicly.

Those whom have permission to access the GoldMine API documentation and discussiongroups can do so via FrontRange Connect.

Search

SalesforceSalesforce has a Global search capability. When a user enters a full text or partial text(wildcard) string in the Search box, Salesforce parses through all text fields (as well as severalother field types, such as phone and email) in all database objects. Search results are groupedby object. Field filters can be added to search results so that users can narrow the results of aglobal search.

Salesforce searches can optionally be narrowed by object(s) or by only records that meetcertain ownership criteria. Once Search Options are set, they stick until the user changes them.

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In Salesforce, Views can be used to create multi­condition, dynamic searches.

GoldMineGoldMine has a Universal Search that searches Contact fields, history records and documentsfor keywords.

GoldMine allows users to search across contacts by a variety of criteria. Users can select one ormore fields, conditions and values. Searches can be based on a combination of AND and ORconditions. Searches can be saved for reuse.

Duplicate Detection and Merge

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SalesforceIn Salesforce, a user can check for any records that match the Lead record that the user iscurrently on. Results will display potential matches across the Lead, Account, Contact andOpportunity objects.

Up to three records can be merged into one. Salesforce provides a “stare and compare”interface for selecting the best data fields for the Master Record (winning record) from each ofthe matching records. The losing record or records go into the Recycle Bin.

GoldMineGoldMine has a Merge/Purge wizard that has a number of different criteria and actions that canbe use to identify potential duplicate records and merge them with a “survivor” record. GoldMinecan either run through all deduplicate merging in a single batch, it can prompt the administratorbefore each individual merge, or it can simply display a list of suspected duplicates.

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Workflow

SalesforceIn Salesforce, Workflow Rules can be triggered by record creation or record editing. If a recordmeets certain criteria on creation or edit, a Workflow Action can automatically run. WorkflowActions include: schedule a Task; send an email alert; update a field; send an outboundmessage (an XML message sent to a listening service).

Salesforce Workflow Rules include Approval Processes. An approval process specifies the

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steps necessary for a record, such as a sales quote, to be approved and who must approve it ateach step.

GoldMineGoldMine has functionality called Automated Processes. Automated Processes allow users toautomate various activities by configuring GoldMine to schedule and/or perform a series ofactivities.

Applications for automated processes include: helping qualify new leads; following up withexisting customers; validating information; creating scheduled activity workflow or managingnurture marketing efforts.

Automated processes are based on trigger conditions that determine which actions should betaken, and when those actions should occur. For example, an Automated Process can becreated to send a customer satisfaction survey email out to all new customers, 30 days afterpurchase ­­ but only if the customer has not called in during that time.

Reporting & Dashboards

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SalesforceSalesforce has a drag and drop report writer that allows users to create reports in a tabular, asummary or a matrix format. Fields from a report’s objects, as defined by a Report Type, can beclicked and dragged by a user to add columns and to create groupings.

Reports can have associated charts. The Chart Editor allows for defining a chart type and chartdata points.

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The Enterprise and Unlimited Editions include Custom Report Types, which allow anadministrator to define which objects to display to users when they create reports and to alsodefine relationships among these displayed objects for cross­object reporting. Up to four objectscan be associated with a Custom Report Type.

In the Enterprise and Unlimited editions, reports can be automatically delivered via email on ascheduled basis to licensed Salesforce users. Report data appears within the body of an emailas formatted text.

The Professional, Enterprise and Unlimited Editions have Customizable Dashboards. Multiplecollections of report­based charts can be arranged on a tab as different Dashboards.Salesforce has a default Adoption Dashboard which provides information about what extentdifferent users are using the application.

GoldMineGoldMine ships with over a hundred reports within categories such as Contact Reports,Calendar Printouts, Service Reports and System Reports. The GoldMine report writer allows forcreating “banded” reports, in which multiple lines of detail can appear within the band of a report.

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GoldMine also ships with over 30 interactive dashboards. Users can drill down from one graph toanother graph or to a grid. Users can also take specific actions from a dashboard such assending an email contacts in the result set, scheduling a follow up call, or creating a campaignfor the group.

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Email Integration

SalesforceSalesforce provides a free plugin for Microsoft Outlook®. Outlook 2010 (64­bit and 32­bit) andOutlook 2007 on are supported. Supported Microsoft Windows® versions are Windows 7 (64­bitand 32­bit), Windows Vista® (32­bit only) and Windows XP (32­bit only).

In the Winter ‘13 release, salesforce.com introduced a beta version of the Salesforce Side Panelfor Outlook, which displays Lead and Contact details inside of Outlook.

Salesforce also provides a form of universal email integration called “Email to Salesforce”. Eachorg has its own defined Email to Salesforce address, which, when BCC’d on sends or onforwards of inbound email, will automatically associate sent/received emails with Lead orContact records in Salesforce that have a matching email address.

Salesforce leverages Email to Salesforce for its email integration with Google Apps forBusiness. When an org is enabled for Google Apps, clicking the email address in a record will

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launch a GMail send window and pre­populate the BCC field with the Email to Salesforceaddress.

For Gmail users, Cirrus Insight offers comprehensive Salesforce to Gmail integration.

GoldMineGoldMine offers a built in email client that can retrieve mail via POP3 or IMAP and send mail viaSMTP. This means that all send and received email can be seamlessly integrated with Contactswithin the GoldMine database.

GoldMine also offers Microsoft Outlook integration. Users can link inbound and outbound emailsto GoldMine Contacts. Users can also preview GoldMine Contact and related information fromwithin Outlook.

Email Merge

SalesforceSalesforce allows administrators and users to create email templates. Templates can be text,HTML, or they can be defined using Salesforce’s Visualforce markup language. A template canbe used to send a single email to a Lead or a Contact. A view can be used to send to multiple

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recipients. Email merges are server side ­­ they are processed and sent from Salesforceservers. Salesforce also offers email tracking for HTML emails and will track each open by therecipient.

There is a daily mass email limit of 1,000. There is also a per send limit of 250 for theProfessional Edition and 500 for the Enterprise Edition.

GoldMineGoldMine allows users to perform an email merge using its built­in email client. Email templatescan be created and saved. A saved template can be selected during the email merge processand the template can be used to send the same email to a filtered list of Contacts.

There is no practical limit to the number of emails that can be sent.

Office Suites Integration

SalesforceSalesforce has add­ins for Microsoft Excel and Microsoft Word that are packaged as Connectfor Office. The Excel add­in allows for connecting to Salesforce data. Excel’s VLOOKUPfunction can be used to combine data sets. Pivot tables and charts can be used for reporting.

Connect for Office is currently compatible with Microsoft Windows 2000, XP, or Vista. It requires

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Microsoft Office 2000, XP (2002), 2003, or 2007.

Extended Mail Merge is available on request from Salesforce.com. Extended Mail Merge is aserver side merge that supports up to 1,000 records per merge and works with Firefox andApple Mac OS in addition to with Microsoft Windows and IE.

Salesforce also has available connections to Google Apps for Business.

GoldMineGoldMine offers an add­in called GoldMine Plus for Microsoft Office.

Users can merge documents such as letters and emails using GoldMine contact data, and thenleverage Office features to produce formatted output. Data can be moved between GoldMine andMicrosoft Excel. Tools embedded into Excel via the add­in allow for generating customizedinvoices, reports and other types of output, using GoldMine Contact data.

Currently, the most recent Office versions that officially supported by GoldMine Plus for Officeand GoldMine 9.2 PE are Word 2010 SP1 32­bit and Excel 2010 RTM 32­bit.

Data Import Tools

SalesforceSalesforce has a wizard for importing records into the Lead object. It also has a wizard forimporting records as Accounts and Contacts as a single operation.

In the Salesforce Enterprise and Unlimited Editions, an application called the Data Loader can beused for importing data into any Salesforce object. The Data Loader has a graphical userinterface, but can also be run in command line mode, which supports using relational databasesas sources and targets.

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GoldMine

Web Lead Capture

SalesforceIn Salesforce, a wizard allows an administrator to generate Web form HTML based on selectedLead fields. This HTML can be added to any Website.

GoldMineGoldMine does not offer a native Web lead capture functionality. However, one of GoldMine’slargest partners offers a solution for creating new Contact records from Web form submissions.

Customer Service

SalesforceSalesforce.com offers Case management in its standard Sales Cloud in the Professional,Enterprise and Unlimited editions. Features include Web to Case, Email to Case and aSelf­Service Portal.

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A more comprehensive, Customer Portal can be purchased for an additional monthlysubscription fee.

Salesforce.com offers enhanced customer service functionality as part of the Service Cloud.The Service Cloud is a more expensive user license ($135 per user per month for the EnterpriseEdition) that adds a number of components, including an Agent Console view, CTI, Community,Knowledge, Social, Live Agent, Social Networking Integration and Contracts & Entitlements(SLAs).

GoldMineGoldMine has built­in Case management functionality. Users can create and manage casesthrough resolution.

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Collaboration

SalesforceSalesforce’s collaboration platform is called Salesforce Chatter. Chatter is a private socialnetwork that is in the format of a conversation feed that’s similar to Facebook’s user interface.Files and links can be associated with Chatter chats.

Chatter provides real time feeds that alert users of any data changes that occur. A user can alsoreceive a daily digest email.

GoldMineGoldMine does not currently offer a collaboration platform.

Social Media Integration

SalesforceSalesforce has a set of buttons in the Lead and Contact views for accessing information aboutthe person on LinkedIn, Twitter, Facebook, YouTube and Klout. Viewing LinkedIn informationfrom within Salesforce requires a minimum $15.95 subscription service from LinkedIn.

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For social media engagement on Twitter and Facebook, salesforce.com offers a free app calledSalesforce for Social Media.

Salesforce.com is also offering its Radian6 and Buddy Media social application acquisitionsunder the Marketing Cloud brand.

GoldMineIn GoldMine Premium Edition 9.2, links were added for LinkedIn, Facebook and Twitter.

GoldMine offers a LinkedIn Contact Search, which shows all of a user’s connections to aContact and enables a user to connect with a person via LinkedIn from within the GoldMine userinterface.

With Twitter integration, a user can Tweet directly from a Contact record. Facebook integrationallows a user to search for and a Contact’s personal Facebook profile or a Contact’s companyPage.

Help & Training

SalesforceSalesforce.com provides a help console to licensed Salesforce users and administrators. Theconsole includes a searchable knowledge base, FAQs, documentation, videos, an Ideasexchange, blogs and other resources.

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Salesforce has a catalog of on­demand, online training videos for users and administrators.These videos are segmented into slides so that the trainee can manually advance through thetopics at his or her own pace.

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GoldMineGoldMine offers a help file that’s resident on each user’s PC. There are also links to online helptopics.

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GoldMine also has an InfoCenter, where users can share documentation, tips & tricks, bestpractices and more.

User Conferences

SalesforceSalesforce.com’s annual Dreamforce global user conference is held in San Francisco in the fall.

GoldMineGoldMine does not currently have an annual user conference.

Legal NoticesGoldMine and iGoldMine are registered trademarks of FrontRange Solutions. Windows, Outlook,Excel, Word, SQL Server and SharePoint are registered trademarks of Microsoft Corporationand/or its affiliated entities. Salesforce, Force.com, Chatter, Apex, Visualforce and

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salesforce.com are registered trademarks of salesforce.com, inc.

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