Professional Documents
Culture Documents
2010 Edition
Report Contents
We’ve organized the contents in this report to best facilitate the research process. The
report is organized in the following way:
1) Vendor Matrix – includes an “at-a-glance” matrix that lists the vendors by row and
various categories by column
2) Vendor Categories – includes list of vendors by different categories
3) Vendor Profiles – includes a high-level profile for each of the 40 CRM vendors in the
report
In Summary
The vendors highlighted in this report represent the top companies in the CRM space
and are categorized by different criteria. We hope you will find this report a useful
research tool as you begin to narrow your search for the right CRM vendor that meets
your business needs.
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Company Name
1 NetSuite x x x x x x x x
2 SAP x x x x x x x x x
3 Maximizer x x x x x x x x
4 Pivotal (CDC Software) x x x x x x x x
5 Microsoft Dynamics x x x x x x x x x x
6 Salesforce.com x x x x x x x x x
7 Sage x x x x x x x x x
8 Adapt CRM x x x x x x
9 Amdocs x x x x x x x
10 AppShore x x x x
11 Avidian Technologies x x x x x
12 C2CRM x x x x x x x x x
13 Chordiant x x x x x
14 ClaritySoft x x x x x x
15 coAction x x x x x
16 Consona x x x x x x x
17 Eloqua x x x x
18 eSalesTrack x x x x x x x
19 FrontRange x x x x x x x x x
20 Infor x x x x x x x
21 Infusion x x x x x
22 InsideSales.com x x x x x
23 Kana x x x x
24 Landslide x x x x
25 Marketo x x x x
26 Oncontact Software x x x x x x x
27 Oracle x x x x x x x x x x
28 Parature x x x x
29 ProspectSoft x x x x x x
30 RightNow x x x x x x x x
31 RunE2E x x x x x x x
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Company Name
32 Sales Elites x x x x x x x x x x
33 Salesnet x x x x
34 SalesNexus x x x x
35 Soffront x x x x x x x
36 SugarCRM x x x x x x x x
37 Surado CRM x x x x x x x x x x
38 Tracker-RMS x x x x x x x
39 Workbooks.com x x x x x x x
40 Zoho x x x x x x
Highlights
* The #1 web-based accounting system with over 6,600 customers worldwide
* Anytime, anywhere access, and reduced technology costs with SaaS
* NetSuite receives ISM’s Top 15 CRM Software Award in 2009
* NetSuite Inc. receives 2009 CRM Excellence Award from Customer Interaction
Solutions Magazine
* Software Satisfaction Awards 2008: Best Enterprise CRM Software and Best Mid-
Range CRM Software
Customer Focus:
Fast-growing and mid-sized businesses and divisions of global enterprises.
Select Customers:
Aeris.net, AMPRO, Oakland Athletics, Novak Conversions Inc., Document Sciences
Price:
NetSuite CRM+: $129 /user /month (includes maintenance & support), NetSuite: $499
/month base fee and $99 /user /month (includes maintenance, support is extra); Free
Trial
NetSuite enables companies to manage all key business operations in a single system,
which includes accounting/Enterprise Resource Planning (ERP), Customer Relationship
Management (CRM), and Ecommerce. NetSuite is delivered as an on-demand service,
so there is no hardware to procure, no large, up-front license fee, and no complex set-
ups. Finally, NetSuite’s patent-pending “”real-time dashboard”” technology provides an
easy-to-use view into role-specific business information that is always up-to-date.
NetSuite CRM is a hosted CRM application that provides sales reps with a 360 degree
view of customers so companies can maximize customer revenue, from lead and
opportunity management through order processing, customer service and support
resolution, to renewal and upsell purchase management. NetSuite CRM also gives sales
reps the ability to create quotes, place real orders, and gain-real time visibility into order
status, overdue invoices, inventory, customer transaction history, upsell and cross sell
management, and commission compensation.
Highlights
* One of the largest software companies the world.
* Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other
enterprise applications.
* Forrester names SAP CRM Leader
* ISM Top 15 CRM Enterprise Winner in 2008
* SAP named Leader in CRM Magazine’s 2009 CRM Market awards
Customer Focus:
Enterprise and Mid-Size
Select Customers:
AMD, Colgate-Palmolive, Phillip-Morris International, LyondellBasell, Pentax Medical
Price:
Starting at $75/user/month
SAP offers CRM on-demand solutions that are easy-to-use, Web-based, and available
on a subscription basis. SAP CRM was developed to address the unique, end-to-end
requirements for major industries including: Auto, Chemicals, Consumer Products,
Retail, Telecommunications, Professional Services, Public Sector, High Tech, Industrial
Machinery & Components, Media, Utilities, Oil & Gas, Wholesale Distribution.
Marketing – Gain the essential business insights needed to make intelligent decisions,
sharpen their focus on customers to drive demand and increase customer retention,
and better manage marketing resources to do more with less.
Sales – Transform organization’s direct and indirect sales force into a team of
knowledgeable and trusted advisors – fostering efficient collaboration between sales,
marketing, and service teams to align efforts on fulfilling customer needs
Service – Reduce service costs while enhancing customer satisfaction by streamlining
service operations and delivering exceptional customer service.
Contact Center - Maximize customer loyalty, reduce costs, and boost revenue by
transforming a contact center into a strategic delivery channel for marketing, sales, and
service efforts across all contact channels
E-commerce – Turn the Internet into a profitable sales and interaction channel while
providing consumers and business customers with a personalized online experience
and convenient self-services.
Highlights
* Completely integrated sales, marketing and customer service and support
management solution
* Simple & quick to deploy and use, offering the lowest TCO in its class
* Access options: Windows® desktop, web, or mobile smartphone (BlackBerry® or
other devices through web browser)
* All-Access (web, desktop, mobile) available for Group and Enterprise editions in
one all-inclusive license
Customer Focus:
Small and mid-sized companies and divisions of larger enterprises
Select Customers:
Cathay Pacific, Fisher & Paykel Healthcare, HSBC, Ipsos Canada, Oxford University,
Siemens, Société Générale and TD Securities
Price:
Starting at $199
As a pioneer in the CRM industry for more than 20 years, Maximizer offers sales,
marketing, customer service staff and business leaders access to customer information
through a Web browser, a mobile device or on their desktop. Maximizer’s CRM solutions
enable organizations to accelerate business growth by centralizing customer information
and streamlining processes, while exceeding client expectations to build loyalty.
Maximizer Software has sold over one million licenses to more than 120,000 customers,
ranging in size from entrepreneurs to multi-national organizations. Maximizer Software
is a global business with offices and business partners throughout the Americas,
Europe/Middle East/Africa and Asia Pacific.
Maximizer CRM adapts to the way organizations work, and grows as a company’s
business grows. Maximizer offers four editions, as well as several add-on modules and
options for the solution that matches a company’s business needs. The right solution
will depend on the number of users, access, and feature requirements.
Key Features of Maximizer CRM: Contact and account management, Sales force
automation, Sales Quota Management, Sales Opportunity Management and Monitoring,
Marketing automation, Wizard-driven dashboards, Quick email templates, Customer
service and support, Microsoft Office® integration, Partner relationship management,
Workflow automation, eCommerce and payment processing, Microsoft Exchange
Integration, Integration with QuickBooks® and Microsoft GP® accounting software.
Full-featured CRM available through Web access and full integration with Blackberry
smartphones is provided with MaxMobile.
Team edition includes all of the functionality of Entrepreneur Edition, plus more robust
sakes opportunity management. As well as one year of maintenance support and mobile
access.
Highlights
* Highly flexible platform and applications enable companies to precisely model
their unique business processes.
* Microsoft Outlook and SharePoint are embedded within the Pivotal CRM
solution for a seamless experience; Microsoft Office is closely integrated for
one-click data lookup or export.
* Industry-specific software solutions offer close business fit.
* ISM “Top 15” CRM Enterprise Packages (1997-2009).
Customer Focus:
Enterprise, Mid-sized
Select Customers:
Calamos Investments, Miller Heiman, Softrax, Sysmex America, AAA Western &
Central NY, Toyota France, Pacific Life, Toll Brothers, Savills
Price:
Not published.
Pivotal CRM is also available as industry-specific solutions for the financial services
(institutional asset management, mutual fund wholesaling, capital markets, commercial
banking, and private banking/wealth management), healthcare insurance, home building
and real estate, and medical devices and manufacturing industries. The advantage of
CDC Software’s industry-specific Pivotal CRM software is that it addresses underlying
industry processes, saving businesses from that first layer of customization and
providing functionality they can gain value from immediately. CDC Software’s solutions
are based on a customizable platform that allows companies to make enhancements to
suit the exact needs of their business.
Built on the Microsoft .NET platform, Pivotal CRM 6.0 introduces a new Smart Client
that combines the best of “thick” and “thin” client architectures. Its use of Microsoft’s
ClickOnce deployment technology makes it easy to implement and update. But
most importantly, it offers the following features to users: an intuitive interface, deep
integration with the Microsoft tools they use every day, and the ability to tailor and
personalize the solution to match unique business processes and individual user needs.
Highlights
* Highly customizable CRM application/platform.
* Familiar Microsoft Outlook-like user interface.
* Robust reporting engine for sharing between users in a variety of formats,
including Excel, HTML, PDF, XML and CSV.
* 2009 CRM Market Leader - ROI Awards
* CRM Magazine Leader, 2008 - Enterprise, MidMarket, and BI
Customer Focus:
Enterprise, Mid-Size and Small Businesses
Select Customers:
Barclays, Hard Rock Cafe, Pfizer Australia, United States Air Force
Price:
The full-suite Professional Edition is priced between $622 and $880 per user
and $1,244 and $1,761 per server. Full-suite Small Business Edition, which is a
requirement for the Small Business Edition, is priced between $440 and $499 per user
and between $528 and $599 per server.
Sales Force Automation - Clients can get their sales force quickly up to speed with the
advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take
advantage of a highly intuitive interface and embedded Microsoft Office capabilities
to boost sales productivity, streamline sales cycles, automate lead management, and
gain insights to drive more sales. The Sales Force Automation solution supports the
following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline,
Workflows, Mobility, Analytics.
Customer Service - With Microsoft Dynamics CRM customer service solutions, clients
can transform customer service into a strategic asset. With a 360-degree view of the
customer, agents can resolve issues quickly and reduce handling times with advanced
customer service software. By automated processes, clients can also reduce costs
and help to ensure consistent customer service is delivered across all touchpoints.
The Customer Service solution supports the following functions: Accounts, Cases,
Contracts, Knowledge Base, Scheduling, Workflows, Mobility, Analytics.
When employees use the CRM functionalities of Microsoft Dynamics, they work within
a familiar Microsoft software environment. This helps reduce the distraction of having to
learn and work with disparate software tools.
Highlights
* Customizable CRM application
* Access to AppExchange, a directory of third-party applications built for the
Salesforce environment
* CRM Markets Award 2009 for Enterprise Suite, Mid Market Suite and Small
Business Suite
* CODIE Award Winner, Best Business Software Solution: Salesforce CRM
Customer Focus:
Enterprise, Mid-Market, Small
Select Customers:
CNN, Starbucks, Wall Street Journal, Kaiser, Google, Sprint Nextel, United Way, EA
Price:
Contact Manager starts at $5/user/month
Group starts at $25/user/month
Professional starts at $65/user/month
Enterprise starts at $125/user/month
Unlimited starts at $250/user/month
The company’s CRM services principally focus on sales force automation, marketing
automation, and customer service and support automation. Salesforce.com’s sales
force automation services enable salespeople to be productive by automating manual
and repetitive tasks; provide organized data about their current and prospective
customers; and help companies to establish a system and a process for recording,
tracking, and sharing information.
Highlights
* ISM awards Sage SalesLogix and SageCRM as Top 15 CRM Small &
Medium Business Software Award winners for 2009.
* ISM awards Sage SalesLogix Top 15 CRM Enterprise Software for 2009
* Search CRM named SalesLogix CRM Suite - SMB Product of the Year in
2008
* ACT! by Sage given “Excellence in Technology Award” by Small Business
Computing in 2009
Customer Focus:
Mid-Size, Small
SELECT CUSTOMERS:
American Building Contractors Inc., Avnet, Citigroup, Endeavor Commerce, Grant
Thornton, Kenexa Corporation, Legoland, Panasonic, The Seattle Times Co.
Price:
Not Listed
ACT! by Sage -- is the #1 selling contact and customer manager helping individuals
and small business owners to work more effectively. With ACT by Sage!, business
owners can access a complete, integrated view of their contact relationships, impress
contacts with their follow-up, complete tasks and make informed decisions to advance
their business.
Highlights
* Real-time accounting & ERP integration seamlessly links ADAPTcrm to mid-
range ERP systems
* Comprehensive customer service and support with warranty tracking
* Easy-to-use setup tables offer extensive platform configuration
* Robust contact management, sales force automation, marketing campaigns,
service / repair management, sales opportunity management, and defect
management
Customer Focus:
Small-to-medium sized businesses, and divisions of larger enterprises in all verticals.
Select Customers:
Raytheon, Magic Software, Anchin Block & Anchin, SYSPRO Software, Dentek,
Taylor Guitars, Yeti Cycles, Dunlop Manufacturing, Benchmade Knife Co., and many
more
ADAPTcrm, the company’s flagship product, was built from the ground up, not
acquired from various other software developers. Because we have always maintained
development and ownership exclusivity, the system maintains unsurpassed
interdepartmental integration. ADAPTcrm is designed to track all key customer and
vendor communications within a single, integrated module. The system’s intuitive design
facilitates interdepartmental collaboration and provides visibility over all mission critical
touch points within an organization.
ADAPT is also dedicated to providing total solutions to clients through our professional
consulting services staff. These services include implementation of the ADAPTcrm line
of products, project management, technology transfer, documentation, training and
technical support – for new or existing clients.
ADAPT is also dedicated to providing total solutions to clients through our professional
consulting services staff. These services include implementation of the ADAPTcrm line
of products, project management, technology transfer, documentation, training and
technical support – for new or existing clients.
The most effective CRM solutions can be customized to meet specific business needs,
and ADAPTcrm can be extensively configured using setup tables that require no
complex programming or database administration. Other ADAPTcrm highlights include:
* Advanced Sales Automation – Customers can give their sales staff the ability to
manage the progress of pending opportunities as they relate to their business’s
selling processes. Additionally, ADAPTcrm features a Sales Opportunity Manager
that analyzes and tracks the life of an opportunity from start to close.
Highlights
Customer Focus:
Enterprise, primarily in the telecommunications space.
Select Customers:
ACER, China Mobile, Japan Telcom, Telstra, Vodafone, Yellow Pages Group,
ABN Ambro, Cable & Wireless, T-Mobile, AT&T, Bell Canada, Fiserve, Quixtar,
Sprint Nextel, DIRECTV, Comcast, Clearwire, Union Bank of California
Price:
Not Published
Amdocs’ customers are among the largest, most innovative communications companies
in the world. In more than 1.3 billion experiences every day, the company is helping
to deliver a simple, personal, valuable customer experience at every point of service.
Amdocs is the market leader in customer experience systems innovation.
The company’s unique combination of software, consulting services and global strategic
sourcing (also known as managed services), and unmatched industry experience spans
all business processes and business- and operational-support systems (BSS/OSS),
“customer experience systems.” Together, they work to minimize the risk and maximize
the benefit of systems transformations, whether sweeping or incremental.
Highlights
Customer Focus:
Small businesses.
Select Customers:
QwikQuote, eSource Marketing, First Home Help, Blue Reef Yachting, AmeriShade
Price:
Professional Edition starts at $11 per user per month for a one year contract, $14 per
user per month for a month-to-month subscription
Premium Edition starts at $19 per user per month for a one year contract, $24 per user
per month for a month-to-month subscription.
* have customer information on bits of paper all over the place and want to get
organized
* are using Excel to keep track of their leads and customers but the spreadsheets are
getting too big and difficult to manage
* are using ACT! or Goldmine or some other desk top based contact management
solution but are afraid of losing data if the PC crashes or is infected by a virus
* need to share information with partners or employees in different locations
* have used salesforce.com in the past, but want something that is much easier to use
and costs a lot less but does basically the same thing
Highlights
* Easy to use and install
* Fully integrated with Microsoft outlook and other Microsoft applications
* Attractively price for small businesses
* Avidian Technologies named to 2009 INC 5000 List
* Avidian Technologies Named One of the Red Herring 100
Select Customers:
AT&T, Bank of Hawaii, Century 21, Cisco, Dell, Fujitsu, Gateway, Marriott
Price:
Hosted: $9.95/month for individuals and $49.95 for enterprise
On-Premise: Starting at $149.95 / user, up to $299.95 / user
1. Built into Outlook: Because Prophet is built into Outlook, users do not have to flip
between two applications to manage multiple contact databases. Prophet acts and
feels like additional features and functionality to Outlook instead of an entirely different
application.
2. Built with .Net: This means that Prophet integrates at the object level with Outlook
and easily extends into other parts of the business. Having been built with .Net, ensures
that users can easily share Prophet and Outlook information with other applications.
Prophet is used by over 15,000 companies worldwide. One of the reasons for the
company’s success is its approach to personalized customer service, and one of the
best guarantees in the software industry: A no questions asked, unconditional 30-day
money back guarantee.
Highlights
Select Customers:
Verizon Wireless, Dean Foods, Douglas Machines, Cemex, City of Coppell
Price:
See website: www.c2crm.com
Solution Sets
Relationship Management — Maintains customer information in a central repository for
quick access and sharing by all customer-facing and support personnel, providing a
unified customer experience.
Sales Management — Includes all areas under Relationships, plus the capabilities
required for seamless, efficient Sales Force Automation.
Customer Service — Tracks post sales activities, specifically, help desk support, time
and material billing, and field service activity complete with a built-in knowledge base.
Analytics and Knowledge Management — Helps uncover the best or most profitable
customers, determining what those customers really want and how best to serve them,
C2 can help determine the actual costs associated with servicing a particular customer
- without having to wait for reports or IT assistance.
C2CRM is sold as a software and hardware solution on IBM equipment but is also
platform independent. A variety of bundles offer flexibility to meet companies’ computing
environment needs. C2 makes it easy to implement a CRM solution in stages to fit an
organization’s business needs.
Highlights
* Offers industry-specific CRM solutions for retail banking, card services,
lending, insurance and telecommunications.
* Received two Product of the Year Awards from Technology Marketing
Corporation Customer Interactions Solutions Magazine in 2008
* Winner of IBM’s (NYSE: IBM) 2008 IMPACT Business Process Management
Award
Customer Focus:
Telecommunications, Insurance, Healthcare, Financial Services
Select Customers:
21st Century Insurance, Canadian Tire, Bank of Ireland, Barclays, Lloyds TSB
Price:
Not published
Choridant’s software is used by companies around the world including: 21st Century
Insurance, Bank of Ireland, Barclays, British Sky Broadcasting (BskyB), Covad
Communications, Cox Communications, Nokia, Prudential, Royal Bank of Scotland,
Royal Dutch Shell Group, Time Warner Cable, T-Mobile, and UPS.
Highlights
* Simplified CRM - Install, customize and load your data in a couple hours
* Intuitive and Easy to Use
* Smart client technology combines the rich user experience of a Windows
Client with the deployment benefits of a web client
* No hidden costs, no need to buy additional hardware or software
* No Internet Required, Leverage the power of ClaritySoft with or without an
internet connection
Customer Focus:
Small to mid-size businesses.
Select Customers:
Muirfield Energy, EGSI Financial, Precision Medical, CareerMax, XLN Systems,
Wetzel Insurance, Digital Reliance
Price:
$26 per user per month (3 year average)
ClaritySoft provides an intuitive and easy to use software solution that sales people
readily adopt and leverage to drive sales performance. ClaritySoft CRM fills the
space between contact management software and mid-market CRM offerings,
with a CRM solution that’s cost effective, implements fast, and delivers the right
balance of functionality and simplicity to ensure user adoption and a successful CRM
implementation.
Highlights
* Beyond traditional CRM, to customer collaboration
* Web based, On Demand, Advanced Features with Simplicity
* Get up and running in hours
* Use leads, opportunities, contacts, accounts, cases, documents, tasks,
projects and more in a single unified system
* Customize screens, make reports and apply rules based automation-for your
business needs!
Founded:
2007
customer focus:
coAction offers highly customized solutions, benefitting small and medium sized
companies, and departments in large companies.
Select Customers:
D&B, Cantrex, Staffmark
Price:
$25 per user per month
* Task Management - It seems that tasks should be simple, yet managing tasks
across workgroups can be complex and cumbersome. coAction eases task
management by providing powerful business task management functionality for all
your needs.
* Analytical Dashboards - Drill down from rich dashboards, directly to the item and
perform actions.
* Workflow - Create tasks, alerts, send email, route items, change item status and a
lot more using a powerful rules-based automation engine. Use an easy workflow
definition wizard to automate an item workflow.
* Status - Track life cycle of items through automated or manual status changes.
Denote your custom labels, icons and colors.
* Import Wizard - Use a powerful and easy-to-use mapping tool to import Excel/CSV
files, for items, accounts and contacts.
* Email - Send email on an item and keep communications in one place as part of item
history.
* Audit History - A record of all the actions taken on an item, along with the date, time,
and user ID stamp, is stored in the system for audit.
* Search - Use powerful search metaphors, such as wild cards, ranges, boolean
operators on any view and on multiple attributes to narrow your search results.
* Sort/Freeze - Sort any view using a single click on ascending or descending order.
Freeze columns to enable efficient horizontal scrolling.
* Attach - Attach files of any type to an item, either upload file to coAction server or link
the file to your server, no upload necessary!
* Call Logging - Enter the details of a phone conversation with a customer by using pre-
defined call templates for audit.
* Action History - All actions on an item become part of the audit history, which can be
exported.
Highlights
* Specializes in Customer Service and Support for upper mid-market to Global
2000 enterprises.
* Offers both customizable and pre-configured, cost-effective solutions
* Consona Knowledge Management Named to KMWorld’s 2009 Trend-Setting
Product List
* Call Center Magazine named Consona CRM Suite Product of the Year 07, 05
Select Customers:
Canon, Qualcomm, Verizon Wireless, VMWare
Price:
Not Published
Consona’s CRM software product suite facilitates effective and efficient service
interactions across proactive, assisted and self-help channels and communities. This
CRM suite is designed for corporate or third-party IT help desks and service desk
organizations and medium to large enterprises in the high tech, financial services and
telecommunications industries who increasingly focus on building brand loyalty through
customer service and support.
Approximately 1000 leading companies around the globe, including high tech software
and manufacturing companies, telecommunications providers, help desks/service
desks, IT & managed service providers, and cable and internet service providers, use
Consona CRM solutions. Consona CRM solutions are used in more than 40 countries.
Consona serves more than 4,500 customers globally and across a variety of industries.
Consona’s vision for the Consona CRM suite of products is to incrementally enhance
the products based on customer feedback and direction. By listening to the leading
companies using its solutions, as well as by extending its aggressive, targeted M&A
strategy, Consona aims to build the most functional, deeply integrated set of service and
support applications and channels delivered.
Highlights
* Eloqua was named a DestinationCRM 2008 Market Leader not only because
of its software offering, but also because of its impact on thought leadership.
* Eloqua was named SearchCRM.com’s 2007 Marketing Automation Product
of the Year.
* Eloqua received the 2007 CRM Market Leader Award, and was also honored
as a “Rising Star” by CRM Magazine.
Customer Focus:
Enterprise and Mid-Size companies
Select Customers:
American Express, AON, Apple, Cognos, Dow Jones, Fidelity, Seagate, Sybase
Price:
Starting at $1500/month
Highlights
Customer Focus:
Small, Mid-Size
Select Customers:
Telecom Inventory, LLC, TJ Properties, Accord Human Resources, Nuvox
Communtications
Price:
All features are included for just $40/user/month.
User-Centric
Many CRM’s promote that their user interface is more friendly than the others yet when
opened, they look like all the others. From the initial page, eSalesTrack stands out as a
very user-friendly application.
Highlights
* One of the most popular small business CRM solutions in the market
* FrontRange offers an integrated suite of contact center, helpdesk, and
customer service solutions.
* Only CRM vendor that provides integrated Telephony/Call Center functionality
from one vendor
Customer Focus:
Distributed Enterprise organizations, Mid-Size, Small
Select Customers:
Advanstar Communications Inc., Chicago White Sox, Instron Corp, Smith Barney
Price:
Starting at $695 per user for GoldMine Premium Edition and $995 for GoldMine
Enterprise Edition
FrontRange’s CRM solution, Goldmine, offers a wide range of product features and
functionality, allowing companies to choose the modules and solutions that best fit their
needs. GoldMine CRM solutions helps companies streamline the sales cycle, boost
team collaboration, improve customer satisfaction and refine their efforts to make the
most of their sales, marketing and customer service investments.
Highlights
* Tailored to meet the unique demands of many vertical markets.
* 2009 Intelligent Enterprise Editor’s Choice Award. Selected for “exceptional
vision, technology innovation and customer leadership”\
* 2008 CustomerSat Achievement in Customer Excellence (ACE) Award from
MarketTools
* ISM Top 15 CRM Enterprise Software in 2008
Customer Focus:
Enterprise, Manufacturing and distribution.
Select Customers:
Denso, TRW, Heinz, Coca-Cola Enterprises, Godiva, Valvoline, GlaxoSmithKline, 3M
Price:
Not published
Infor’s CRM solution provides the tools companies need to engage customers in a
multi-channel, closed-loop dialogue that nurtures their loyalty to their products and
services and improves bottom-line results. Infor CRM is comprised of the following key
components:
Marketing — delivers inbound and outbound marketing capabilities that streamline the
campaign process and create real-time customer profiles which can be analyzed to
identify high-impact offers at the moment of customer interaction.
Sales — provides sales force automation and opportunity management capabilities that
facilitate customer conversations by driving intelligence into every customer interaction.
Service — serves as the foundation for personalized contact center operations, giving
customer service representatives a unified view of customers across all existing
systems and empowering them to shorten call times and resolve issues on the first call.
Powerful real-time analytics drive personalized, customer-focused processes and offers,
Infor also provides business-specific solutions with industry experience built-in, and
addresses the unique processes, regulatory requirements, and trading environments
of customers in a wide range of manufacturing, distribution, and service industries.
In each of the industries they serve, Infor has domain experts who understand the
productivity challenges of that particular vertical. Infor offers domain expertise in the
following industries:
Distribution
Building Materials (BMAT)
Electrical
Industrial
Janitorial
Paper
Plumbing, Heating, Ventilation, Air Conditioning (PHVAC)
Highlights
Customer Focus:
Small
Select Customers:
Pinnacle East Financial Services, NetProfit Explosion, Weathernet Partners
Price:
Basic: $199/user/month
Deluxe: $299/user/month
Pro: $499/user/month
Infusion CRM automatically manages the entire sales process from generating leads, to
following up, to processing orders and collecting the cash. CRM functions include:
Key Benefits
• Anytime, anywhere access
• Easy-to-use interface
• Configurable for any industry
• No software, hardware, or IT costs
• Monthly upgrades
• Unlimited technical support
• Advanced user permissions
• Secure, tier 4 data hosting
• Regular data backups
The company also offers, MortgagePro CRM which is packed with features to help
mortgage professionals automate marketing, sales, and customer follow-up, and much
more.
Highlights
Customer Focus:
Small and and medium-sized businesses.
Select Customers:
Dun & Bradstreet, Omniture, FranklinCovey, AAA. Logoworks, Dura-Tuff, RGA Legal
Price:
Not Published, Free Trial
Products:
* InsideSales.com – The on-demand lead management CRM with built-in PowerDialer
and more that made InsideSales.com the choice for sales professionals who sell
remotely.
* PowerDialer for Salesforce – The world’s leading CRM teams up with the most
powerful dialer on the planet built right in.
* JabberDog – An on-demand autodialer with voice message broadcasting for
live answer or answering machines with survey capability or routing to a live
representative.
* ResponseSwami – The award-winning solution for Lead Response Management
(LRM) and PowerDialing that increases contacts 800%.
* ResponseDealer – The full suite of productivity enhancing telephony ‘power tools’ for
the Automotive industry that doubled sales in 11 months at Jim Click Automotive.
* ResponseVoice – Toll free numbers on a web site that track offline web analytics
by linking an offline response to the site visit analytics. Requires SiteCatalyst by
Omniture.
Based in Provo, Utah, the company recently expanded its corporate offices, continuing
the drive to become the number one inside sales, lead generation, and marketing
solution for small-to-mid-sized organizations.
Highlights
Customer Focus:
Enterprise, Mid-Size
Select Customers:
Bank of America, Dell, eBay, Hewlett-Packard, Home Depot, IBM, Yahoo!, Wells Fargo
Price:
Not published
Highlights
* Landslide Technologies Named To Top 100 Private Companies in Eastern US
by AlwaysOn in 2009
* Landslide Technologies Captures “One to Watch” Award from CRM Magazine
in 2008
* Leading Industry Analyst Firm Positions Landslide in the Visionaries Magic
Quadrant for Sales Force Automation
Customer Focus:
Mid-Size, Divisions of Enterprise
Select Customers:
John Hancock Financial, Northpak Container, Aethon, MSA, Teletracking, Aethon
Price:
Quick Start $550/mo (Up to 5 Users); Field Sales $120/mo, Inside Sales $100/mo, Sales
Support $90/mo
2) Sales Performance Tools – Landslide’s Sales P3 System offers tools for Lead
Qualification, Buyer Alignment, and Research & Prospecting. These sales tools
help sales team sell more efficiently by automatically presenting best practice job
aids right when needed, communicating with and engaging prospects through the
company’s innovative iO Channel, helping sales teams more effectively and efficiently
prospecting and preparing for sales meetings, actively tracking and measuring prospect
engagement, and providing greater visibility into the true status of deals.
Highlights
Customer Focus:
Mid-Size and Enterprise
Select Customers:
Avocent, Hughs, Kelly Services, McKesson, SHARP, Stratix, Trimble, WageWorks
Price:
Starting $1,500/month
Highlights
Customer Focus:
Mid-market companies.
Select Customers:
Prudential, Protective, CBC, Carfax, Biotek, Ecolab, US Oncology
Price:
Starting at $89 per user per month.
Oncontact Wireless
This feature allows users to sync the Oncontact CRM application to mobile devices.
Highlights
* Single pricing for all features of sales, service and marketing
* Bundled with a business intelligence and analytics reporting tool for easy
creation of rich interactive reports and dashboards
* Pre-built integration to Oracle E-Business Suite, Peoplesoft and JD Edwards
ERP
* Oracle is one of the largest application software companies in the world
offering virtually everything a company needs to run its business.
Customer Focus:
Enterprise, Mid-Size, Small
Select Customers:
Dell, Blue Shield of Arizona, Allstate Insurance, AT&T, Visa
The company’s hosted software, Oracle CRM On Demand, competes with Salesforce.
com. CRM On Demand offers low-cost, hosted CRM solution with little or no up-front
IT investment. With CRM On Demand, companies can accelerate sales, improve
marketing and deliver consistently top-notch customer service.
The marketing tool allows recipients to be segmented, emails to be sent and its
responses to be tracked from within the system without the addition of 3rd party tools.
While the service management tool enables organizations to track customer queries,
feedbacks and complaints while ensuring it adheres to strict service level agreements
defined.
Highlights
* Specialist in customer service and help desk software.
* Parature integrates with Twitter, JIRA, Salesforce.com, angel.com and other
applications
* Web Marketing Association awards Parature 2009 Standard of Excellence
* JMP Securities names Parature to 2009 Hot 100 Private Software Company
* CRM Magazine awards Parature CRM Service Rising Star Award
Customer Focus:
Enterprise, Mid-sized companies.
Select Customers:
The Weather Channel, CenterStone Technologies, Jobfox
Price:
Not published.
Parature’s complete, on demand Customer Support software solution and Help Desk
software solution allows companies to deliver exceptional customer service 24/7.
Highlights
* 16 Years of IT Experience
* Accounts and Website integrated CRM solutions
* Modular, fully flexible systems
* Mobile solutions, providing critical data to staff on the road
Customer Focus:
ProspectSoft offers flexible CRM and online solutions in a wide range of industries,
aimed specifically at growing businesses.
Communication of information around the user’s organization is essential for rapid and
effective response to customer and supplier situations. Integration with other systems,
particularly those in the back office, prevents wasteful duplication caused by the well-
known “islands of information” syndrome. Over 90% of ProspectSoft CRM Software
installations include remote and mobile users, meeting the ever-increasing demand
by managers, sales and support staff who are regularly on the road, for up-to-date
customer and supplier information.
The company was formed in 1994 as a specialist software house and has developed
considerable expertise in mobile database solutions and systems integration.
ProspectSoft CRM has evolved over the past 5 years and, following a 300% expansion
in the company since the start of the millennium, CRM solutions are now installed in the
UK and 12 other countries, from Sweden to South Africa, Ireland to New Zealand and
the USA. ProspectSoft delivers its CRM Solutions in the UK through 40 highly trained
and qualified resellers, backed up by in-house sales, support and consulting staff. In the
rest of the world, support is provided locally by distributors.
ProspectSoft Highlights
Accounting Software Integration
ProspectSoft CRM software and solutions integrate seamlessly, with several leading
accounting software systems, including Access Dimensions, Exchequer Enterprise,
Pegasus Opera and Sage Line 50ProspectSoft CRM provides a user-friendly accounts
portal to; create new sales and purchase ledger accounts, view purchase history,
products and pricing as well as stock levels in a simple format – without requiring
additional accounting licences. Orders can then be confirmed directly into the accounts
Sales Order Processing.
Telephony Integration
ProspectSoft CRM software is compliant with Microsoft’s TAPI standard, so it can
be integrated “out of the box” with most widely used telephony systems to manage
outgoing and incoming calls. Users can automatically call companies or individuals from
any customer or supplier record, while incoming caller details are displayed clearly, but
unobtrusively. The system recognizes a DDI, switchboard or mobile number, or will find
the closest match. The caller’s details are then instantly accessible.
Mobile Computing
Customer or supplier information, including documents or accounting data, are
instantly accessible to any LAN user. The same information is available to wide area
network (WAN) users, so staff in other offices are always up to date. This is also true
for managers, sales or service people on the road, with laptop or tablet PCs, or PDAs,
over GPRS, 3G or Wi-Fi connections. Mobile users can access and process customer
information for example, to take orders or to receive and update service calls.
Highlights
* One of the highest retention rates in CRM industry
* Fully integrated into multiple channels such as web self-service, email
management, phone, social web, live chat, communities, feedback
* RightNow is recognized as a Leader in 2009 Magic Quadrant for E-Service
Suites;
* Forrester ranked RightNow as a leader in enterprise CRM suites and
midmarket CRM suites
Customer Focus:
Mid-sized to large enterprises.
Select Customers:
Ben & Jerry’s, Black & Decker, British Airway, Fandango, Daimler Chrysler, Nikon
Price:
Start at $110/user/month.
Highlights
Customer Focus:
Mid-Size
Select Customers:
Not Available
Price:
Not Published
RunCRM is based on the latest version of SAP CRM for midsize businesses and utilizes
pre-built solution sets drawn from SAP best practices across multiple verticals. The
result is pre-configured, ready-to-use software that can be quickly deployed to drive
revenue and efficiency across an enterprise.
Highlights
* Customized CRM solutions
* Modern features: Sales Elites CRM offers both social media customization
and mobile compatibility
* Total sales solutions package ensures customers are getting full support for
maximum results
* Organize, automate, and synchronize your business processes!
Founded:
2009
customer focus:
Sales Elites offers highly customized solutions, benefitting companies of all sizes, and
in any industry.
With over 10 years as a professional Sales and Marketing firm, Sales Elites provides
customized CRM Solutions as well as outsourced sales and virtual marketing services.
Sales Elites has developed and managed many unique sales and lead development
programs in Healthcare, Finance, Telecommunications, Utilities, Manufacturing, Retail
and more.
Part of building any effective process for client campaigns is establishing and
coordinating the expectations of the marketing team, the sales force, and the
management team. The company works closely with each client to establish
their appropriate sales processes, customize the sales strategy, define the target
audience and incorporate lessons learned into more proficient and better quality lead
development programs. Optimizing the overall sales process requires attention to
detail, experienced resources, and people dedicated to achieving client’s objectives.
Highlights
* Patented sales process engine
* Focused on driving sales effectiveness
* Smart forms to keep data fresh and forecasts accurate
* Snapshot reporting & dashboards compare how data has changed over time
* Cross-browser and platform compatible
* Advanced controls
* Power built-in data analysis tools
Customer Focus:
Salesnet focuses on customers who are driven to increase sales effectiveness.
Salesnet services a variety of industries including financial services, manufacturing,
software, training and education
Select Customers:
Sovereign Bank, LXE, ITSM Academy, Namasco, Valley Bakers
Price:
Not published.
Update for 2010: The first quarter of 2010 marks the release of The New Salesnet. With
a brand new interface and many exciting new features, the New Salesnet has become a
CRM system for the next decade.
Highlights
* Extremely affordable hosted CRM with no software to buy or maintain.
* Suitable for businesses of all sizes; for organizations ranging in size from 5
to 500 people.
* Completely customizable and scalable solution.
* Includes unlimited email marketing.
* Chat, phone, email support available to all customers with 1 hour response
time, without premium charges.
Customer Focus:
Small, Mid-Size
Select Customers:
Advanced Planning Solutions, Countrywide Home Loans, Elite Retreat, SummaCare
Price:
SalesNexus Standard Edition starts at $35/month or $299 annually; SalesNexus Pro
prices at $449 annually; Free Trial available
Highlights
* Deployed in days; Zero Footprint Web Client; Easy to use customization tools
* Product of the Year Award, 2008 Unified Communications magazine
* TMC Labs Innovation Award, 2008 Technology Marketing Corporation
* CRM Excellence Award (2006 -2008) Customer Interaction Solutions
magazine
Customer Focus:
Mid-Size, Small
Select Customers:
ensim, Oilco, Ternion Corporation, HitSoftware, Oilco, Tatara Systems
Price:
Not published. Free 30 days.
Soffront offers an end-to-end CRM solution spanning sales, marketing and support.
Soffront CRM is comprised of:
* Marketing automation
* Customer support
* Defect Tracking
* Order Processing
* CRM Portal
* Sales Automation
* Employee Support
* Knowledge Management
* Asset Management
* Mobile CRM
Soffront CRM is “built-to-adapt”. Adapt not only for the initial deployment but also with
customer’s changing business. With Soffront, there is no need to force-fit the business
process to match the software. The architecture of the solution coupled with powerful
easy-to-use end-user tools is the key to this flexibility. There is no need for companies
to re-do customizations when upgrading; they are automatically ported.
Soffront offers one of the broadest suite of CRM applications spanning the marketing,
sales, partner management, customer support, defect tracking, employee support and
portal applications. These applications are pre-integrated and there is no need to write
special interfaces for integrating these applications. The COM based Soffront object
model used to establish this pre-integration is available for companies to integrate with
any external application.
Highlights
Customer Focus:
Mid-Size, Small
Select Customers:
Avis, H&R Block, Coca-Cola Enterprise, AXA, BDO Seidman, AthenaHealth
Price:
Same pricing for on-premise and hosted:
Sugar Express - $499 annual subscription up to 5 users ; $799 annually up to 10 users
Sugar Professional - $30 /user/ month
Sugar Enterprise - $50/user/month
SugarCRM easily adapts to any business environment by offering a more flexible, cost-
effective alternative than proprietary applications. SugarCRM’s open source architecture
allows companies to more easily customize and integrate customer-facing business
processes in order to build and maintain more profitable relationships. The company
offers a complete, enterprise-class CRM system built on open-source technologies,
including PHP, MySQL, and the Apache Web server.
SugarCRM is a good choice for budget conscious companies who primarily need sales
force automation functionality for fewer than 50 users. They must also have the interest
and technical resources for in-house customizations.
The open-source version of Sugar Professional is free, but the fully licensed commercial
product will be the better choice for corporations because of its broader feature set.
HighlightS
* Easy to use and implement; Customizable; Fast integration with 3rd party
apps; Advanced security options.
* Surado, recognized as an emerging CRM innovator, has been featured in Inc,
Entrepreneur, PC Magazine, PC World, CRM Magazine, and Selling Power
* Industry specific solutions available.
Customer Focus:
Mid-market and Small
Select Customers:
Black Box Network Services, Index Corporation, Infotech, Rockwell Institute, Phoenix
Motorcars, Duquesne University, Riverside County Regional Medical Center
Price:
Surado CRM Online – Starting at $15/month
Small Business CRM – Starting at $55/user/month or $500 per user license
Surado CRM Enterprise – Starting at $700 per user license
Surado CRM is designed to work across horizontal markets. The company also offers
a number of vertical solutions spanning banking and finance, healthcare, education,
homeland security, public sector. Surado CRM includes core CRM functionality such
as contact and account management, sales automation, marketing automation and
customer support/service. The product also includes dashboards, dynamic workflows
and tools for project management. Surado CRM is available for enterprises with more
than 10 users, while Surado Small Business CRM is geared for fewer than 10 users.
Surado CRM Online allows companies to access all their information anytime,
anywhere using the Internet. From Email Marketing to Salesforce automation to
Contact Management and managing Customer Service, Surado’s Online CRM provides
the ease of use and power for businesses of all size. Moreover, organizations are not
locked in and can transition over from Online CRM to an on-premise CRM solution
when it makes business sense.
In addition to being a Microsoft Certified Partner and Microsoft Gold Certified Business
Solutions Partner, Surado continues to expand strategic relationships with industry
solutions providers including IBM, Palm, Corex Technologies, Intuit, Intel and others.
Highlights
* One system tracks leads, sales, orders, projects, service & resourcing planning
* Automatic workflow, alerts, notifications and integration with Microsoft, including
Outlook and Projects
* Real-time reporting and campaigning functionality
* Centralize all company documents & standardize communications via templates
* Resource and client portals for submitting tickets, timesheets and expenses and
availability
Customer Focus:
Small to medium-sized enterprises for all types of industries including Marketing,
Telecoms, Manufacturing, Recruitment, Sport and Leisure, Management Consulting
and IT Consulting
Select Customers:
The Nielsen Company
Price:
£500 per user per annum
TrackerRMS aim is to continually provide a feature rich yet cost effective CRM, Project,
Resource and Ticket Management solution to clients without the burden of them
managing their own data or integrating multiple applications. TrackerRMS delivers a fast
and actionable insight into their clients and their business.
With TrackerRMS software there is no need to acquire any other additional software to
run your business and our clients receive maximum ROI and business efficiency in the
day to day running of their business.
TrackerRMS sales and technical team delivers true on-demand solutions to a wide
variety of industries from technical to leisure. TrackerRMS continues to update and
upgrade clients systems to ensure they are always receiving the most up to date
features and unrivalled customer support that the market offers.
TrackerRMS Highlights
Alongside the day-to-day tracking of Account activity and your sales processes, there
is also a set of highly productive tools to let you manage the wealth of content that
supports your business.
* The Document Library provides an online repository of searchable content and
documents that can be categories and version controlled to ensure your teams have
instant access to the latest information.
Integration
As most software and systems integrators will inherently know, bringing multiple
systems together can be a challenge and even when done, the true value is not always
realised because the applications work to different methods and processes.
The advantage of TrackerRMS is therefore simple, an all-in-one solution that you can
extend to meet your needs without the necessity for integration. In fact whole areas of
the application can be allocated and deallocated to users in 3 clicks of the mouse.
* MailAgent – For all important communications either sent or received, the MailAgent
ensures that these are held against your Contacts without the need to cut and paste
or re-type. Simply BCC (blind copy) or forward your emails to your MailAgent and
Security
Of fundamental importance to all SaaS companies is the security and integrity of the
data held and the access controls across your organization.
TrackerRMS provides a feature rich set of security tools providing you with high levels of
control at the user level which can be implemented instantly.
Everything from remote access outside of your office, down to the records and reports
that can be viewed, you can ensure that the right people gain access to the right
information.
Highlights
* Simple windows-like Web 2.0 interface - easier to use and quicker to adopt
* Web based: No hardware or software required
* Part of a suite of ‘prospect to cash’ online applications
* Based in UK
Customer Focus:
Mid-Size, Small
Price:
Free 30-day trial
Workbooks CRM and Workbooks Business help organizations improve the performance
of their business; with real-time visibility of Key Performance Indicators (KPIs).
Workbooks Online solutions help to increase productivity through efficiency gains and
provide the framework to better manage business risk.
Highlights
* Awards: “2008 Small Business CRM: Leader”, “2008 CRM Market Awards:
Influential Leaders”.
* Fast and easy setup, easy customization, and easy to use and train
employees.
* No long-term commitment required, pay as you go.
* 100% Free Edition available.
Customer Focus:
Small
Select Customers:
D-Tools, Inc., ImplantVision Communications LLC, Henchmen Productions LLC, Power
Systems Direct, Inc., BITS LTD, Cobblestones Communication.
Price:
Free Edition – Free for first 3 users
Professional Edition –$12 per user/month from 4th user
Enterprise Edition – $25 per user/month from 4th user.
Zoho CRM users can use the same account to take advantage of the other 20+ different
applications that Zoho provides. Many of them are complementary to Zoho CRM, for
example - Zoho Projects for project management, Zoho Invoice for customer invoicing,
and Zoho Meeting for web meetings, desktop sharing and remote support. Likewise, the
single sign-on advantage extends to Google and Yahoo users, who can login to Zoho
CRM directly with their respective accounts.