Top 10 Social CRM

TOP 10
Social CRM Software

Vendors REVEALED
2010 Edition
Profiles of the Leading Social

CRM Software Vendors
For more information, visit
Business-Software.com/SocialCRM
About Social CRM Software
For businesses of all sizes, acquiring, retaining, and supporting customers is more
challenging than ever before. But the rise of social media—blogs, social networks,
etc.—offers a wealth of consumer data that businesses can leverage for client
retention. More than 80% of Americans aged 18-55+ use social networks and tools
monthly, which means two things: 1) there is a wealth of customer information on
social networks/conversation platforms that businesses cannot afford to ignore, and
2) businesses will benefit by reaching out to existing and potential customers through
these social platforms.
But managing activity on social networks like Twitter, Facebook, and LinkedIn is not
simple, and the influx of social media data can sometimes make already complex
tasks seem more complicated and difficult to manage. Marketing teams are already
busy planning and developing sophisticated campaigns and delivering them through
traditional outlets, and social networks present a tough medium to master. Likewise,
sales and support departments are grappling with the new lead management and
customer service processes required to manage the rush of social media data.
Previously, traditional customer relationship management (CRM) systems were the
perfect solution for streamlining customer and lead information, and automating
sales and marketing outreach. But the upsurge in social media usage means sales,
marketing, and customer service teams need modern CRM systems that help them
mine social media data and manage new forms of campaigning.
Social CRM systems (previously referred to as “CRM 2.0”) have emerged as a way for
businesses to consolidate customer-related processes across functional areas—as
a traditional CRM platform would—but with the addition of social media management
and monitoring. Within the Social CRM space, there are many types of solutions, each
having their own flavor, and each meeting different business needs.
What is Social CRM Software?

Social CRM is a process for monitoring, engaging in, and managing conversations
and relationships with existing and prospective customers and influencers across the
Internet, social networks, and digital channels. Social CRM is very much supplementary
to traditional CRM processes, as it aims to engage communities and foster the creation
© 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

of content for a targeted market, converting content into conversations and collaborative
experiences that will hopefully build meaningful relationships with customers. In many
ways, Social CRM is traditional CRM with the bonus of social media/conversational data
analysis and management.
At its base, Social CRM entails the integration of analytics, data pulled from social
media and other conversational platforms, and CRM analytics to determine social media
ROI and articulate market trends. Social CRM platforms can help teams across an
enterprise map different campaigns and initiatives, manage campaigns across different
social media platforms, and offer users better insight into customers’ general online
behavior.
Social CRM typically is deployed on a Software-as-a-Service (SaaS) model, as on-

demand solutions are better able to manage and monitor online activity.
Key Benefits for Your Company

Social CRM offers many benefits and can strengthen your corporate ecosystem. Your
business will have the contact management advantages of a traditional CRM platform,
and the perks of accessing and analyzing consumer conversations on social platforms.
Sales teams can mine social media data for more relevant information about leads and
customers. Marketing departments will be able to connect with customers earlier on in
the buying process through conversation monitoring, and will generally have a better
insight into sentiment, behavior, and effectiveness of outreach initiatives and marketing
campaigns.
Social CRM also provides companies the opportunity to foster communities with their
customers. These communities can be employed by product development teams
looking to create effective applications, and help create a good rapport between the
customer and your brand. In addition, support staff can respond to customer difficulties
more quickly—sometimes reaching out to the customer before they file their issues.
Also, as SaaS deployments, Social CRM platforms are extremely affordable, and even
the smallest businesses can partake.

Does My Company Need Social CRM Software?
Businesses of all sizes and in all industries can derive value from a Social CRM
solution. The increasing number of users on social networking sites is a testament to
that, and the data created on these sites can prove invaluable.
Traditional CRM is still relevant: it focuses on contact management, and manages

the processes, services, and technology that marketing, sales, and customer service
departments rely on. However, the growth in social media usage has led to a shift in
customer behavior—consumers expect personal interactions with their favorite brands
—and leveraging social media for customer outreach is become crucial. And as social
media makes customers more accessible, a Social CRM platform that manages and
monitors social media campaigns and communities is a no-brainer.
Common Social CRM Features

Social CRM is intended to help businesses monitor and execute campaigns and
outreach initiatives to engage customers in collaborative conversation, and such
platforms come in various forms.
Important Note: There are two basic Social CRM models. The first is what many
major CRM vendors are offering: social media management capabilities in the form
of modules that integrate with their existing CRM platforms. Modules can range from
simple (just a Twitter integration) to complex (complete community management)
depending on a business’s outreach goals.
The other route: there are a number of Social CRM vendors whose platforms focus
almost exclusively on customer relationship management through social networks.
These Social CRM products were developed with community engagement and online
communication in mind, and are less process-centric than the aforementioned Social
CRM platforms. Some of these products are standalone platforms, but nonetheless they
are usually integrative with major CRM platforms.
Both platforms are effective, and selection should be made based on specific business
needs.

What to Look for When Choosing an Social CRM Solution
Social CRM provides a comprehensive suite of fully-integrated solutions to automate
and enhance customer-facing social media processes across your business.
Components of a Social CRM suite include:
* Brand Monitoring. A good Social CRM solution will track conversation regarding your
brand or business. This can take the form of sentiment tracking on third-party sites
(like blogs and reviews) or internal contributions, and even opinions expressed in
customer service/support calls.
* Social Media Platforms. It wouldn’t be Social CRM without the ability to access and
contribute to social media platforms—like Twitter and Facebook, to name a few—
from within the Social CRM solution.
* Community Support. Your Social CRM solution should allow you to create and
manage customer communities from within the platform.
* Social CRM Analytics. There’s no point in accessing all that data if there are no
algorithms to sort it. In addition to providing reports on popular content, search
keywords, and navigation paths, some of the best Social CRM solutions will offer
sentiment and behavioral analysis, and will monitor customer interactions within your
business’s online communities.
Top Social CRM Vendors

You have many options when choosing a Social CRM software vendor, and to make
it a bit easier, we’ve featured some of the leading Social CRM solutions in this paper.
Review these vendors, and you’ll be well on the way to finding the right Social CRM
package for business.

www.crm.dynamics.com | 1-888-477-7989 | @msdynamicscrm
Highlights
* Highly customizable CRM application/platform
* Familiar Microsoft Outlook-like user interface
* Social media dashboard indicates how active and successful campaigns are
on different social networking platforms
* Sophisticated analysis of conversations on social networks
* 2009 CRM Market Leader - ROI Awards
Ownership: Headquarters: CRM Products:

Public (NASDAQ: MSFT) Redmond, WA * Microsoft Dynamics CRM
Founded: Business Model: SOCIAL CRM MODEL:

WA, 1975 Hosted and on-premise Accelerator module for CRM
platform
Customer Focus:
Outlook users in small and mid-size businesses.
Select Customers:
H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine,
1-800-CONTACTS

About Microsoft Dynamics
Microsoft Dynamics CRM will empower employees to boost sales, satisfaction, and
service with automated CRM that’s easy to use, customize, and maintain. Microsoft
Dynamics business software offers a wide spectrum of feature-rich, affordable CRM
solutions to help companies of all sizes meet their specific needs. To boot, the CRM
solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft
technologies that companies may already use, so employees using Microsoft Dynamics
CRM are working within a familiar Microsoft software environment. The Microsoft
Dynamics CRM suite of products provides solutions for Sales Force Automation,
Customer Service and Marketing – and social media support for all three.
About Microsoft Dynamics CRM

Sales Force Automation – Clients can get their sales force quickly up to speed with the
highly intuitive interface and embedded Microsoft Office capabilities, and boost sales
productivity, streamline sales cycles, automate lead management, and gain insights to
drive more sales.
Customer Service – Clients can transform customer service into a strategic asset
leveraging the 360o view of the customer, resolving issues quickly and reducing
handling times. Automated processes help clients reduce costs, and ensure consistent
customer service is delivered across all touch points.
Marketing – Marketing management and automation software allows customers to

market more effectively, improve productivity, and gain actionable insight into marketing
campaigns.
Microsoft Dynamics Social CRM Highlights

Microsoft’s Social CRM support comes in the form of the Microsoft Dynamics Social
Networking Accelerator, which is a module offered as a free integration for Microsoft
Dynamics CRM customers. The Social Networking Accelerator is designed to help
users discover and monitor conversations about their brand, happening on social
networks. In addition, the accelerator offers analysis of these conversations, making
useful reports for Sales, Marketing, and Customer Service teams.

About Microsoft Dynamics
Key features of Microsoft Dynamics Social Networking Accelerator include:
* User-Friendly Dashboards. The social networking dashboards aggregate
management of accounts on different social networks, offering views of activity and
strength of presence on each network.
* “Influencer” Identification. The accelerator will not only track conversations, it will
identify the participants that are especially influential, thereby identifying the best
potential customers, and the best people for the company to engage. Influencers
are given a score that correlates to their participation, and their contact info can be
imported from the social network directly into the Microsoft Dynamics CRM system,
where it can then be converted into a lead.
* Conversation Analysis. The Social Networking Accelerator helps clients analyze
not only conversation surrounding their brand, but also the strength of sales and
marketing initiatives on social networks.

www.salesforce.com | info@salesforce.com | 1-800-667-6389 | @salesforce
Highlights
* Customizable CRM application
* Facebook toolkit – Support for creating a service community for Facebook’s
200 million users, and a venue for customer conversations
* Salesforce for Twitter – Users can connect to customers on Twitter from the
CRM platform, and import that data to the CRM system
* Access to AppExchange, a directory of third-party applications built for the
Salesforce environment

Public (NYSE: CRM) San Francisco, CA * Contact Manager Edition
* Group Edition
Founded: Business Model: * Enterprise Edition
CA, 1999 Hosted * Professional Edition
* Unlimited Edition
SOCIAL CRM MODEL:
Module for CRM platform
Customer Focus:
Enterprise, Mid-Market, Small
Select Customers:
CNN, Starbucks, Wall Street Journal, Kaiser, Google, Sprint Nextel, United Way, EA

About Salesforce.com
Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who
pioneered the concept of delivering enterprise applications via a simple Web site. Since
its founding, Salesforce.com has achieved remarkable recognition with customers,
partners, investors and the media.
Salesforce.com provides an array of CRM and business application services which

enable customers and subscribers to systematically record, store, and act upon
business data; and to help businesses manage customer accounts, track sales leads,
evaluate marketing campaigns, and provide post sales services. Salesforce.com’s
CRM products and cloud-computing model (also known as software as a service)
provide many benefits to enterprises, requiring only moderate operating expense and
offering a pay-as-you-go, elastic model that can scale with a company’s changing
needs. The company’s CRM services principally focus on sales force automation,
marketing automation, and customer service and support automation.
About Salesforce.com CRM

Salesforce.com’s Sales Cloud 2 – Cloud-computing powered sales force automation
has pulled ahead of traditional on-premise sales tools, and Sales Cloud 2 leads the
pack. Salesforce.com’s sales force automation is accessible, affordable, globally on-
demand, and frees companies from a large upfront investment and the complexity of
server-based sales software. An integral part of the salesforce.com CRM solution, the
Sales Cloud 2 gives business users the ability to tightly manage their sales process and
marketing spend. Salesforce.com’s CRM SFA is comprehensive and and optimizes
the full spectrum of sales activities including lead management and distribution, deal
progress, territory alignment, and channel management.
Salesforce.com’s Service Cloud 2 – Service Cloud 2 transforms customer service

through the power of cloud computing by bringing together information from industry-
leading cloud-computing services like Google, Facebook, and Twitter to capture every
conversation and leverage every community expert in the cloud, ensuring that the
quality of customer service is consistent across every channel.
© 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10

Salesforce.com’s Custom Cloud – The Force.com cloud-computing platform enables
companies to build and deliver business applications in a single environment using one
data model, one sharing model, and one user interface. making it easy to customize
and address industry-specific needs. In addition, the AppExchange makes it easy for
companies to find, sample, and select from hundreds of apps for their business, all pre-
integrated with Salesforce CRM solutions.
Salesforce Chatter – Also known as the “Collaboration Cloud,” Salesforce Chatter will
completely transform enterprise collaboration. As both a collaboration application and
a platform for building social cloud-computing apps, Chatter helps users connect and
share information securely and in real time.
Salesforce.com Social CRM Highlights

Salesforce.com’s Social CRM is a module on their Service Cloud 2 platform, and it
provides clients the ability to create communities on and capture conversations in
Facebook, Twitter, Google, and LinkedIn. It should be noted that Salesforce Chatter is
a “social platform,” but aside from some network management capabilities within the
platform, it is primarily a platform for internal collaboration.
Salesforce.com’s Social CRM key features include:

* Salesforce for Twitter. Leveraging this application, Salesforce users can connect with
customers on Twitter in real-time. By accessing Twitter through the Salesforce CRM
platform, users can join conversations on Twitter and use that data to create cases
and push knowledge.
* Facebook Toolkit. With Force.com for Facebook, users can create their own service
community for Facebook’s 200 million users, providing a venue for customer
conversations that plugs into their customer service processes.
* Salesforce Answers. By creating custom social communities with Salesforce CRM
company web sites can include an interactive destination where customers post
ideas or questions, vote on the answers of their peers, and add their own comments.
Because the ideas communities are integrated with the rest of Salesforce CRM, clients
will have an even more comprehensive view of customers.

* Customer Feedback. It’s important to get direct feedback on the quality of your service
or the content you create. Within the social features of Salesforce CRM, community
members can leave comments and vote to promote or demote files, Web links, docs,
or ideas. The results: a more active and involved community and for the client, and
better insight into what they’re thinking.
* Community Analytics. With Salesforce CRM’s easy-to-use analytics engine, users can
identify at a glance the top ideas and issues discussed in their community, drill deeper
into voting behavior, and slice and dice the data any number of ways to ultimately
create more targeted campaigns and outreach.

www.netsuite.com | info@netsuite.com | 650-627-1000 | @netsuite
Highlights
* The #1 web-based accounting system with over 6,600 customers worldwide
* Anytime, anywhere access, and reduced technology costs with SaaS
* InsideView for NetSuite – In-platform integrations with Twitter, Facebook, LinkedIn,
Jigsaw, and others
* Social media analytics measuring both brand “buzz” and the financial health of
customers and partners
* NetSuite receives ISM’s Top 15 CRM Software Award in 2009

Public - NYSE: N San Mateo, CA * NetSuite
* NetSuite CRM +

California, 1998 Hosted Module for CRM Platfrom
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

About NetSuite
Founded in 1998, NetSuite Inc. (NYSE: N) is the leading provider of on-demand,
integrated business management software for growing and midsize businesses. With
thousands of customers using NetSuite’s online products and professional services,
companies can manage all key business operations in a single hosted system,
including: customer relationship management (CRM); order fulfillment; inventory;
accounting and finance, product assembly; ecommerce; Web site management; and
employee productivity. NetSuite was originally incorporated as NetLedger by its
founders Larry Ellison and a young protégé, Evan Golberg. The company’s name was
later changed to NetSuite.
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.
About NetSuite CRM

NetSuite CRM is a hosted CRM application that provides sales reps with a 360o 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. Netsuite’s CRM Solutions include:
NetSuite – An on-demand system that supports the entire company and includes
customer relationship management (CRM) as well as enterprise resource planning (ERP)
functionality.
NetSuite CRM+ – A powerful customer relationship management system, including sales

force automation, opportunity management, forecasting, marketing automation, customer
support and service, flexible customization through SuiteFlex and more.

About NetSuite
NetSuite Social CRM Highlights
Social CRM via NetSuite stems from the company’s partnership with InsideView, a
sales intelligence solutions vendor. InsideView’s technology aggregates several types of
content from both traditional sources and social media, like Twitter, LinkedIn, and blogs.
Key features of InsideView for NetSuite include:
* Extensive Social Network Access. From directly within the platfrom, NetSuite
CRM users will have instant access to relevant intelligence harvested from
Twitter, Facebook, LinkedIn, Jigsaw and NetProspex, as well as editorial sources
like Thomson Reuters and Capital IQ. This immense amount of information will
improve business efficiencies across sales, marketing, billing, procurement, and HR
operations.
* Monitoring for Sentiment & Risk. Users can proactively monitor the financial health of
customers and partners to assess payment risk and improve collections processes,
and leverage social media “buzz” to gauge suppliers’ brand reputation, customer
satisfaction, and service levels and assess supply chain risk.
* More Sales, Better Quality. Sales teams can improve high-end selling through social
and business connections to C-level executives, as well as uncover new customer
engagement opportunities faster with alerts on key business events.
* Internal Collaboration. Businesses can increase cross-enterprise productivity by
tapping into accurate, relevant and timely business insights directly within the NetSuite
user interface.

www.sap.com/usa/index.epx | 800-872-1727 | @sapcrm
Highlights
* Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other
enterprise applications.
* SAP Business Objects Text Analyzer offers sentiment analysis of customer
conversations in Twitter
* Wetpaint/Altimeter Group named SAP one of the Top 10 Global Brands for
Engaging in Social Media
* SAP named Leader in CRM Magazine’s 2009 CRM Market awards

Public (NYSE:SAP) Walldorf, Germany * SAP CRM
* SAP Business All-in-One
Founded: Business Model: * SAP Business by Design
1972, Germany Hosted and On-Premise * SAP Business One
SOCIAL CRM MODEL:

Module for CRM platfrom
Customer Focus:
Enterprise and Mid-Size
Select Customers:
AMD, Colgate-Palmolive, Phillip-Morris International, LyondellBasell, Pentax Medical

About SAP
Founded in 1972 as Systems Applications and Products in Data Processing, SAP
employs more than 48,500 people in more than 50 countries, and serves more
than 89,000 customers worldwide. SAP Americas is a subsidiary of SAP AG and is
headquartered in Newtown Square, PA.
SAP offers on-demand CRM solutions that are easy-to-use 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.
About SAP CRM

SAP CRM – For Large Enterprises
Used by more than 3,200 customers world-wide, SAP Customer Relationship
Management (SAP CRM) is part of the SAP Business Suite and includes features and
functions to support core business processes in the following areas: Marketing, Sales,
Service, Contact Center, and E-commerce.
SAP Business All-In-One – For Mid-Size Companies

With the integrated ERP and CRM functionality in SAP Business All-in-One, companies
can streamline and complete a process from end to end. For example, companies
can use CRM functionality to create an opportunity and convert it directly into a quote,
and then later use the ERP functionality to convert it into a sales order – complete with
product, pricing, billing, and delivery.
SAP Business ByDesign – On-Demand Solution, for Mid-Size and Small

This is the fully integrated business management software designed for midsize
companies or small businesses that want the benefits of large-scale business
applications without the need for a large IT infrastructure. It enables preconfigured
process best practices for managing financials, customer relationships, human
resources, projects, procurement, and the supply chain. SAP takes care of installation,
maintenance, and upgrades – so companies can focus on their business, not on IT.

About SAP
SAP BusinessOne – For Small Companies
This is the single integrated business management application for small businesses.
The SAP Business One application integrates all core business functions across an
entire company – including financials, sales, customer relationship management,
inventory, and operations. Unlike many other small business solutions on the market
today, SAP Business One is a single application, eliminating the need for separate
installations and complex integration of multiple modules.
SAP Social CRM Highlights

SAP’s social media integration is in it’s fledgling stage, and their contribution to Social
CRM is a sophisticated integration to the micro-blogging service Twitter, and the social
networking page Facebook. Details below:
* Twitter Integration & Monitoring. SAP CRM leverages the Twitter API to bring the
service to its customers. SAP CRM users can connect with customers on Twitter, and
SAP’s Business Objects Text Analyzer offers sentiment analysis of conversations in
Twitter. User information from Twitter can be imported to SAP CRM, and converted to
Lead status. Lastly, SAP CRM users can troubleshoot using Twitter, and respond to
distressed customers.
* Facebook Integration. SAP CRM users can create optimized community pages on
Facebook through the CRM platform, connecting with customers and fostering brand
loyalty and a good rapport.

www.sagecrmsolutions.com | 866-308-2378 | @ActBySages
Highlights
* ACT! by Sage given “Excellence in Technology Award” by Small Business
Computing in 2009
* ACT! 2010 Web Information – An easy-to-use dashboard for managing
activity on on social networks like Twitter and Facebook
* Social Network Forums – Online communities with tips and social media best
practices are available to Sage users
* Complex contact management, with integrated views of relationship history

Public (LSE:SGE) Irvine, CA * ACT! by Sage
* Sage CRM
Founded: Business Model: * Sage CRM.com
1981 On-Premise and Hosted * Sage SalesLogix
SOCIAL CRM MODEL:

Module for CRM Platfrom
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.

About Sage
Sage North America supports the needs and challenges of nearly 2.9 million small
and mid-sized business customers. Sage’s software and services support accounting,
operations, customer management, human resources, time tracking, merchant services
and the specialized needs of the construction, distribution, healthcare, manufacturing,
nonprofit and real estate industries.
About Sage CRM

ACT! by Sage – The #1 selling contact and customer manager helping individuals and
small business owners 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.
SageCRM – An easy-to-use, fast-to-deploy, on-premise or on-demand CRM software

solution with out-of-the-box configurable business process automation.
SageCRM.com – On-demand CRM solution that leverages the power and convenience
of the Web to provide a company’s marketing, sales, and customer care teams with the
tools they need to market and sell more effectively and provide industry-leading service.
Sage SalesLogix – is a robust, highly-customizable CRM software solution that

provides a complete view of customer interactions across sales, marketing, customer
service, and support and includes the following features: Centralized Customer Data,
Integrated Service and Support, Robust Forecasting and Reportings, Advanced
Opportunity Management, Full Featured Mobile CRM, Back-Office Integration
Sage Social CRM Highlights

Sage offers Social CRM through their ACT! by Sage platform. There is a social media
dashboard that supports integration with many social networks, including Twitter and
LinkedIn. Management is simple, and information gleaned from social networks can be
imported into the ACT! contact management system. Key features include:

About Sage
* Direct, Extensive Integrations. From within the ACT! interface, users can access
social networks like Twitter, LinkedIn, Facebook, MySpace, and YouTube. By
integrating social media with ACT!, customers can develop long-lasting, profitable
relationships so existing customers keep coming back and new customer referrals
keep coming in.
* Community Support. The ACT! by Sage website features a forum for platform users
to discuss social media best practices and share tips on executing campaigns and
outreach over specific social networks.
* ACT! 2010 Web Information. Customers can view information from a mixture of social
networks and see a complete view of relationship details.

www.esalestrack.com | sales@esalestrack.com | 1-866-765-4CRM (4276)
Highlights
* Expertise – Expert, hands-on configuration and training for all

implementations so your success is guaranteed
* Best Value – More features and functionality at the lowest price offers the
best value in a hosted CRM application
* Customization - Create perfect custom dashboards, forms and detail pages to
show you the information you want in one clear page
* Free 30-day, full-featured trial

Private Overland Park, KS * eSalesTrack
Founded: Business Model:

2005 Hosted
Customer Focus:
While eSalesTrack services a wide-range of industries, small and medium-sized
businesses with multiple sales channels find eSalesTrack especially easy to manage.
Select Customers:
Telecom Inventory, LLC, TJ Properties, Accord Human Resources, Nuvox
Communtications
Price:
All features are included for just $40/user/month.

About eSalesTrack
After many failed CRM implementations in a large organization, a frustrated core group
of sales professionals and management put their heads together to create eSalesTrack,
a solution that solved every need inside their company, and thousands of users in other
companies since.
Attempting to use everything from internally built sales automation tools, to

spreadsheets to massive “Big Business” CRM rollouts, all ended up failing because the
users found the applications to be a burden rather than a tool. Simple interface with
intuitive functionality is the key to an effective CRM tool and has been the cornerstone
of eSalesTrack since the first version was developed over 7 years ago.
Customizable and Feature-Rich

Fully customizable to meet the needs of your company, eSalesTrack offers quick access
to any piece of your data. With the most advanced reporting tool available in a hosted
CRM application, eSalesTrack can develop reports on any piece of information you are
looking for.
With collaborative tools like a complete e-mail platform, integrated audio/video

conferencing, and unique tools like the “Funnel Manager”, eSalesTrack delivers a
suite of features that allows organizations to manage and report on any aspect of their
customer relationships on a granular level. Let your customer know how much you care
about them, give eSalesTrack a try today.
User-Centric
Many CRM’s promote that their user interface is friendlier than the others yet when
opened, they look like all the others. From the initial page, eSalesTrack stands out as
the most user-friendly applications available on the market today. Seeing is believing.
Expert implementation guidance on the most user-friendly interface available continues

to be the reasons eSalesTrack customers are experiencing CRM success like never
before. By helping develop your internal sales process, assisting in the configuration
and set-up of your customizable application, and providing comprehensive training
to get users started quickly, eSalesTrack will give your users the tool they have been
looking for help them be more successful.

About eSalesTrack
Key Features:
* Account Management * Live Collaboration/Chat
* Account Roll up * Marketing Automation
* Activity Management * Mobile Web CRM
* Application Programming Interface (API) * Field-level Security
* Audio and Video Conferencing * Online Service Inquiries
* Automated Processes * Opportunity Management
* Bidirectional Outlook synchronization * Order Management
* Business Process Automation * Outlook Integration
* Calendaring * Pipeline Management
* Campaign Management * Product Catalogs
* Channel Management * Queue Management
* Collateral & Literature Catalogue * Quota Management
* Contact Management * Quote/Proposal Generation
* Custom Reporting and Analytics * Sales Analytics
* Customer Service & Support * Sales Force Automation
* Customizable Dashboards * Sales Team Management
* Dashboards * Task Management
* E-mail Integration * Territory Management
* Forecasting * Time Management
* Lead Management * Web Integration
* Lead Routing * Workflow Process Automation

www.jivesoftware.com | 1-503-295-3700 | @JiveSoftware
Highlights
* The first truly enterprise-scale Social CRM provider
* Report management with interactive reports and ad hoc tools, built on the
SAP® BusinessObjects™ BI OnDemand solution
* Customizable, branded business communities that drive customer
participation with rewards and personalization options
* Named a Leader in the Community Platforms Market by Forrester Research
in 2009s

Private Portland, OR * Jive SBS

2001 Hosted Complete CRM Platform;
integrative with major CRM
platforms
Customer Focus:
Mid-sized businesses and large enterprises
SELECT CUSTOMERS:
Intel, Nike, SAP, United Business Media, Linden Lab, T3, Southern Polytechnic State
University, VMWare, National Instruments

About Jive Software
Jive Software is the global leader in Social Business Software. Built with the best
features of collaboration software, community software, and popular social applications,
Jive revolutionizes how work gets done in the global enterprise. Jive Social Business
Software (SBS) enables businesses to connect and capitalize on employee and
customer conversations. Thousands of customers, including 15% of the Fortune 500,
rely on Jive to solve critical challenges in Marketing and Sales, Human Resources,
Support and Research & Development.
Jive Software also has an extensive number of technology and OEM partners
supporting their product, including Oracle, SAP, and Kana.
About Jive Software CRM

Jive Software is the only truly enterprise-scale social business solution on the market.
Jive’s SBS Solutions bundle together performance-enhancing Modules, the core SBS
Foundation, and unparalleled Support and Professional Services—including expert
consultants with a proven approach for creating, launching, and growing enterprise
social business initiatives. These customized combinations deliver powerful solutions
that address your biggest challenges in IT, Marketing, Sales, HR, Government, and
more.
Jive is revolutionary in its recognition of two important enterprise communities: public,

and employee. Therefore, Jive SBS goes beyond Social CRM, and integrates the most
powerful aspects of community software, collaboration software, and social networking
tools to deliver a rich user experience for every type of online community. Business
users can extend their brand’s reach with Jive’s social media management, as well as
collaborate with employees using the platform.
Packages can be custom-fitted to particular verticals with different modules, and all
products are based on the Jive SBS Foundation, which helps all businesses converse
with customers through wikis, blogs, discussion forums, and social networking.

About Jive Software
Jive Software Social CRM Highlights
* Jive Analytics Module. Users get an enterprise-class reporting and analytics solution
built on the SAP® BusinessObjects™ BI OnDemand solution, featuring extensive
dashboards, intuitive reporting, and ad hoc investigation tools. Community managers
can quickly quantify and characterize the growth and success of their communities.
Business users can capture detail around individual behaviors, content, and
interactions to develop a clear picture of community dynamics.
* Jive Bridging Module. Only Jive connects the employee community to the
conversations customers and partners are having in public communities. Users
can pull in content from the public community to share with their team. Collaborate
internally on a response, and with a single-click, push that answer back out to the
public community. Employee and public communities, connected.
* Jive Community Discovery Module. Uncover engagement and sentiment insights
derived from user-generated content. Create a new set of metrics to start
benchmarking sentiment in a company’s communities as well as across the web.
Users can also quickly drill-down to the details behind the insights for more context.
* Jive Video Module. This module streamlines the management of video libraries
and makes it easy to moderate, tag and publish video assets. Users get an intuitive
interface for viewing videos as well as the ability to rate, comment and bookmark
them.
* Jive Mobile Module. Powered by Jive Mobile, mobile workforces have all the
organizational resources they need right at their fingertips. This module that delivers a
significantly enriched experience with JBS using the BlackBerry and any other device
that offers email access. There is also a native application for the iPhone that enables
road warriors to use their iPhone to do almost everything they can do from their Jive
SBS desktop.
* Jive Connects for Microsoft SharePoint. Jive SBS and SharePoint are deeply
connected to take the enterprise to an unparalleled level of productivity. This module
seamlessly integrates the two with unified access, unified search results, unified
activity streams, and unified document management to provide a comprehensive view
of contributions across an organization and inform better decisions as a result.

www.lithium.com | 1-510-653-6800 | @lithiumtech
Highlights
* ROI and results are built into Lithium’s engagement methodology
* Complex Analytics – More than 200 metrics, on-demand charting, and
benchmarking services
* Solutions for 5 key product areas of Social CRM: community applications,
CRM connectivity, reputation engine, analytics, and social web connectivity
* Offers community platforms that are optimized for smart-phone access

Private Emeryville, CA * Lithium Social CRM Suite

2001 Hosted Complete platform; integrative
with major CRM platforms
Customer Focus:
Small to medium-sized businesses, and large enterprises.
Select Customers:
AT&T, Best Buy, Sage Software, Barnes & Noble, Playstation, Verizon, Linksys by
Cisco

About Lithium Technologies
At Gamers.com in the late 1990s, Lithium’s founders developed custom message
boards for the very active participants in the online gaming industry. Online gamers
demand novel personalization features and innovation, they probe for security
vulnerabilities, and they use vast amounts of bandwidth. In 2001, Lithium Technologies
was spun-out of Gamers.com and deployed its first forum.
Lithium now provides the leading Social CRM solutions required for building successful
enterprise communities on-demand, including proven forums, blogs, ideas, and a
Social CRM platform. Their philosophy is that client, partner, and community member
participation will most definitely influence the direction of how enterprises empower their
customers, and so they aim to foster successful online communities and connectivity to
CRM systems and the Social Web.
About Lithium Social CRM

Lithium delivers Social CRM solutions to address real business challenges across
the customer lifecycle, and helps enterprises listen to, engage, and support their
customers, as well as increase word-of-mouth marketing, reduce support costs, and
accelerate innovation.
Lithium’s Social CRM platform helps clients outline a clear strategy for engaging
customers in conjunction with key business processes. Lithium Social CRM also goes
beyond connecting customers to brands social networking platforms like Twitter and
blogs, and offers content management and discovery, and integration with major CRM
platforms like Salesforce.com and Omniture.
Community success requires both technology and careful planning, and Lithium
will help with the ongoing management, moderation, and optimization of clients’
social media campaigns. To address your wide range of needs, Lithium provides a
comprehensive set of community consulting, education, and support services in the
industry.

About Lithium Technologies
Lithium Social CRM Highlights
Mobilizing brand advocates requires companies to provide an engaging customer
experience along with ability to see, measure, and act upon social customer behavior
from one central place. The Lithium Social CRM Platform seamlessly supports and
strengthens Lithium’s unique set of customer community applications to provide
reputation and profile management, workflow, and connectivity with CRM systems and
the social web. Features include:
* Reputation Engine. A ranking engine that determines rank through dynamic,
customer-defined formulas that take into account behavioral metrics that users exhibit
in a community, from amount of time spent online to the number of messages they
post. Lithium customers can also customize behavioral factors.
* Lithium Mobile. Customer community platforms that are optimized for web-enabled
mobile devices.
* Social Web Connect. A platform that allows Lithium clients to participate in
conversations with customers over various social networks, for the purpose of
enabling customers advocates to promote, innovate, and support on the brand’s
behalf.
* Command Center. Dashboards providing an integrated view of the health of your
communities, including alerts from customers and ROI metrics.
* Lithium Content Discovery (LCD). LCD offers an industry-leading, scalable solution
to classify and moderate user-generated content (UGC). LCD Leading safeguards
brands, advertisers, and members against online threats and publishers can use
LCD to effectively harvest their community, leading to higher engagement and
monetization.
* Content Connect. Lithium enables content integration either through simple
configuration or through more robust application programming interfaces (APIs).
Furthermore, Lithium offers widgets, RSS feeds, and more for content and Single
Sign-On (SSO) integration.
* CRM Connect. Connecting Lithium communities with CRM systems will enhance
the customer experience. Lithium’s integration with leading CRM applications like
Salesforce.com and RightNow Technologies allows customers to rapidly deploy social
communities and embrace customers and prospects.

www.batchblue.com | 1-888-402-2824 | info@batchblue.com | @batchblue
Highlights
* Unqiue and effective Social CRM solution for small businesses
* 30-day free trial on all accounts
* Third-party integration with Google Contacts, MailChimp, Zendesk, and more
* SuperTags – Collect, search, and report on any type of custom data
* Premier communications tracking, and an email application within the
platform with BatchBox email forwarding

Private Barrington, RI * BatchBook

2006 Hosted Complete platform
Customer Focus:
Small businesses.
Select Customers:
Kidoinfo.com, Coast, ecocard, Brickfish.com, Arbonne Health & Wellness Products

About BatchBlue
BatchBlue was created with one goal in mind: to create useful, user-friendly software
for small businesses. The software is especially designed for businesses that have:
* a limited budget or IT staff.
* to track contact information about their customers and any points of contact that the
business has with a customer (phone calls, e-mails, purchases, returns, reservations,
etc.).
* a need to collect industry and business specific information about their customers
that can’t be handled by basic e-mail management software.
* the desire for an easy-to-use system with excellent customer support.
About BatchBook CRM

BatchBlue’s flagship CRM product is BatchBook: the CRM that knows the business of
social.
BatchBook allows you to keep track of your business, personal, and social networking
contacts and share them with the rest of your team. You can create a flexible, easy-to-
use contact database from scratch, or import your contacts from an existing system.
In addition to standard contact information, you can use SuperTags to create custom
fields you’ve added yourself to capture the information that’s important to you (such as
customer information, personal details, or social networking profiles).
BatchBook Social CRM Highlights

* Contact Management. BatchBook’s Contacts tab offers a variety of filtering options
and powerful batch actions so you can efficiently manage your network.
* BatchBox. With BatchBox email forwarding, users can send emails directly to
BatchBook. BatchBook will automatically store the email as a Communication, attach
it to the relevant contacts (and create a new contact, if needed), and retain any
attachments.
* SuperTags. A SuperTag is a tag with a lot more power, and by turning an ordinary
tag into a SuperTag, users can group contacts together and create custom fields for
only those contacts. Choose from different field types, including text, number, yes or
no, phone number, email address, website, date, recurring date, multiple choice and
even RSS feed. Every SuperTag field is searchable through BatchBook’s powerful
advanced search.

About BatchBlue
* Social Media Monitoring. Using the Social Media SuperTag, users can enter
information such as Twitter usernames, blog feeds and LinkedIn profile URLs (plus
many others!) on a contact record. Contact record will thereafter show not only links
to social networking profiles, but the last three tweets, last three blog posts, and
a LinkedIn summary will appear alongside the person’s contact information and
communication history, giving you a more holistic view of their social networking
activity.
* Lists & Reports. BatchBook’s Lists & Reports allow users to build a list from all
contacts, an advanced search or tags to better manage contacts. Use a list to easily
generate mailing labels, export, or back up data, or create customized, printable
reports from contact data.
* Web Forms. BatchBook web forms fill data-gathering needs, whatever they may be.
Customizable web forms capture the information needed from websites, and adds it
directly into the BatchBook account.
* Third Party Integration. BatchBook partners with some like-minded software
companies such as FreshBooks, MailChimp and Shoeboxed to provide access to a
full suite of small business tools and services right from a BatchBook account.

www.helpstream.com | 1-650-605-6800 | @helpstream
Highlights
* A modern, comprehensive customer engagement platform
* Designed for both customer service representatives and the people they
support - customers and employees who are trying to solve a problem
* Marketing Automation support
* Real-time analytics offer actionable customer insight
* 2009: Helpstream named a Stevie Award finalist for CRM Innovation

Private Mountain View, CA * Helpstream

2004 Hosted Complete platform; integrative
with Oracle On Demand and
Salesforce.com
Customer Focus:
Small to medium-sized businesses, and large enterprises.
Select Customers:
Marketo, Toshiba, Autonet, Cedar Valley Corp., Infusionsoft, Johns Hopkins Medicine,
Divitas Networks, The University of Georgia

About Helpstream
About Helpstream CRM
Helpstream is the world’s first truly social customer service and relationship
management system. Combining advanced social Web technologies with robust
customer service workflows, Helpstream delivers a modern, comprehensive customer
engagement platform. Helpstream is 100% Software as a Service (SaaS), so
deployment is fast, easy and affordable. Helpstream has over 100 customers in various
industries including high tech, government, healthcare, financial- and professional-
services. Helpstream enables companies to engage their customers over the web
to more effectively resolve issues and answer questions. By enabling customers
to establish two way communications with experts in the community and within the
company, Helpstream facilitates deeper customer relationships.
Helpstream Social CRM Highlights

Delivered as a convenient on demand application, Helpstream is designed for both
customer service representatives and the people they support - customers and
employees who are trying to solve a problem, often on their own or in collaboration with
others. Helpstream can be deployed as an integrated complement to existing systems
or completely replace the platform currrently in use.
With its comprehensive service desk and customer service portal features, Helpstream
covers all customer service requirements in a single system. But what really sets
Helpstream apart are the innovations that drive time sensitive, intelligent issue
resolution for both service representatives and users of the customer service portal.
Helpstream’s social engagement tool is the Helpstream Community Module. Highlights

include:
* Useful Community Answers. Community members subscribe to categories of
questions and receive automatic notification whenever someone asks a question
corresponding to his or her area of expertise. Community answers can be easily
converted to solution articles. That means less work creating solutions and more
information available quickly to your customers. They can also be added to the
service request record just like any other knowledge base article.

About Helpstream
* Automatic Data Capture. Helpstream automatically captures valuable information
about problems that customers experience with products and alerts the right people.
Ultimately, Helpstream users get deep, actionable insight into the customer experience
which can be used by everyone in the company to improve the user experience and
delight customers.
* Robust Social Profiles. Individual user social profiles let community participants
identify who they are, what they’re interested in, and what they’re good at. Complex
social profiles allows Helpstream users to track competencies, interests, knowledge,
roles, and track in the community and leverage across their business.
* Influencer Identification. Participants receive scoring based on the level of their
participation and the reactions of others to that participation. Scoring incents more
participation and enables users to identify their most valuable community members
for further nurturing and discussion. This ability to locate and leverage expertise in a
customer community is absolutely critical for success in the modern social Web world,
and it’s all enabled with Helpstream.

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TOP 10

Social CRM Software

Profiles of the Leading Social

What is Social CRM Software?

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Social CRM typically is deployed on a Software-as-a-Service (SaaS) model, as on-

Key Benefits for Your Company

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Traditional CRM is still relevant: it focuses on contact management, and manages

Common Social CRM Features

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Top Social CRM Vendors

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Ownership: Headquarters: CRM Products:

Founded: Business Model: SOCIAL CRM MODEL:

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About Microsoft Dynamics CRM

Marketing – Marketing management and automation software allows customers to

Microsoft Dynamics Social CRM Highlights

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Ownership: Headquarters: CRM Products:

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Salesforce.com provides an array of CRM and business application services which

About Salesforce.com CRM

Salesforce.com’s Service Cloud 2 – Service Cloud 2 transforms customer service

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Salesforce.com Social CRM Highlights

Salesforce.com’s Social CRM key features include:

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Ownership: Headquarters: CRM Products:

Founded: Business Model: SOCIAL CRM MODEL:

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NetSuite is delivered as an on-demand service, so there is no hardware to procure, no

About NetSuite CRM

NetSuite CRM+ – A powerful customer relationship management system, including sales

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Ownership: Headquarters: CRM Products:

SOCIAL CRM MODEL:

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About SAP CRM

SAP Business All-In-One – For Mid-Size Companies

SAP Business ByDesign – On-Demand Solution, for Mid-Size and Small

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SAP Social CRM Highlights

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Ownership: Headquarters: CRM Products:

SOCIAL CRM MODEL:

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About Sage CRM

SageCRM – An easy-to-use, fast-to-deploy, on-premise or on-demand CRM software

Sage SalesLogix – is a robust, highly-customizable CRM software solution that

Sage Social CRM Highlights

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* Expertise – Expert, hands-on configuration and training for all

Ownership: Headquarters: CRM Products:

Founded: Business Model:

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Attempting to use everything from internally built sales automation tools, to

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