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Integrated CRM Roadmap for Revenue Growth
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Content Part 1: Topic
Overview Part 2: Reasons to Implement Part 3: Value Drivers Part 4: Challenges Part 5: Performance Metrics Part 6: Success Story Part 7: Vendor Landscape Sidebars Survey Stats Benchmark KPIs Core Technologies Gleanster Numbers Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Q1 2012 Gleansight Integrated Customer Relationship Management Over the last decade, Customer Relationship Management (CRM) and Sales Force Automation (SFA) platforms have matured and their adoption has become widespread. Along the way, the distinction between the two has become blurred, as many platforms now automate interactions with customers (sales processing, order fulfillment, billing, etc.) – typical CRM functionality – as well as automate key sales management processes and tasks – typical SFA functionality. While many organizations achieve acceptable ROI from their CRM/SFA imple- mentations, a number of published surveys have revealed alarmingly high failure rates. A key challenge area involves integration with other company sales and marketing processes and platforms. Leading CRM/SFA solution users and providers are just now beginning to focus on this integration challenge, which is ushering in the next evolution in CRM/SFA technology, what Gleanster refers to as Integrated CRM or “iCRM.” This Gleansight benchmark report explores why companies today are implement- ing CRM/SFA platforms, in the first place, what challenges they are encountering during and after these implementations, what business processes and organi- zational resources they’re putting to place, and which performance metrics they are using to track and measure their progress over time. Ultimately, it provides a roadmap that companies can apply in the context of their own businesses to achieve success.
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Relationship Management 2 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Survey Stats The research findings featured in this Gleansight benchmark report are derived from the Q1 2011 Gleanster survey on Integrated Customer Relation- ship Management. • Total survey responses: 257 • Qualified survey responses: 216 • Company size: <$1M (2%); $1 - 10M (26%); $10-100M (18%); $100M - $1B (43%); >$1B (11%) • Geography: North America (76%); Europe (9%); Other (15%) • Industries: Restaurant and Hospital- ity (23%); Financial Services (18%); Pharmaceuticals (12%); Other (47%) • Job levels: C-level (15%); SVP/ VP (20%); Director (35%); Manager & Staff (30%) Sample survey respondents: • Vice President, Cognizant Technology Solutions • Sales Manager, Kimberly- Clark Corporation • Manager, Xerox • Director, Sherwin-Williams Company • Vice President, Securitas Security Services • Manager, Novant Health • Manager, Business Develop- ment, Regis Corporation • Director, Bunge Ltd. • Consultant, Hewlett Packard Part 1: Topic Overview Many companies have improved their customer service processes through the use of Customer Relationship Management (CRM) software. The same is true for improving sales productivity, though the use of Sales Force Automation (SFA) tools. Yet, despite the growing maturity and widespread use of CRM and SFA platforms, the tools and market continue to evolve. One key way in which CRM and SFA platforms have evolved is by expanding to include each other’s functionality. CRM platforms, which began as tools for interacting with existing customers and tracking these interactions, have now added similar functionality to interact with and track sales prospects. Similarly, SFA platforms have added CRM functionality. These days, nearly every tool or platform contains both CRM and SFA functions and the term “CRM” has come to stand for tools that do both. CRM tools have also evolved towards cloud- based delivery systems. Initially, commercial grade CRM tools were only available as software packages installed on users’ own hardware, which typically included a central- ized database and individual PC clients. The upfront purchase price and implementation effort required by these “premise-based” systems made the decision to implement a CRM platform quite significant, both finan- cially and operationally. To address these challenges, CRM software providers began selling access to “hosted” or “off premise” CRM packages – a delivery model now known as “Software-as-a-Service” (SaaS). In the SaaS model, the software platform and associated databases now stay on the providers’ servers, “in the cloud,” and are accessed by users via password- protected web portals. By maintaining one master, “multi-tenant” and web acces- sible platform – sold by monthly, per “seat” fees – SaaS-based CRM providers enable their customers to avoid upfront purchase costs and implementation headaches. CRM tools have also become much more user customizable. Yesterday’s on premise CRM software packages forced companies to adapt their customer service and sales processes to the package’s frameworks. This force-fitting was often an early cause of CRM implemen- tation struggles and failures. Today’s CRM tools are typically easier to customize, so that the tools can be (at least partially) adapted to existing company processes. While still a non-trivial task, the ability to adapt the tool to the company, versus having to adapt the company to the tool, has increased implemen- tation success rates and CRM user satisfaction. And yet, despite these advances, CRM implementation failure rates remain alarmingly high and customer CRM user satisfaction rates remain frustratingly low. In particu- lar, the elimination of up-front costs and implementation work has proven to be a double-edged sword. On one hand, it has made CRM tools more accessible, especially to smaller companies. On the other, this spike in CRM adoptions has highlighted several stubborn pitfalls of CRM implementations. Nevertheless, having some sort of CRM platform seems as necessary as having a financial reporting tool. Also, companies’ expectations of where the value of a CRM implementation will come from remain strong. And yet, the challenges companies face when implementing a CRM tool also remain quite significant. Some of these challenges are common to nearly all technology implemen- tations, while others are unique to CRM. A key challenge area forcing the CRM industry to evolve yet again: the lack of integration between third party CRM platforms with other internal and external company sales, marketing, and order fulfillment processes and platforms. Many companies have begun using marketing automation platforms, automated lead nurturing tools, and marketing effective measurement systems to streamline and more accurately measure their online and tradi- tional marketing efforts. Consequently, CRM providers are scrambling to backward integrate with these separate marketing platforms. At the other end of the value chain, many companies use CRM as a marketing and sales force productivity and management tool, but shift to a different order tracking, fulfill- ment and customer service platform, once an actual order is placed. This also has CRM providers scrambling to forward integrate with existing order fulfillment and ERP systems. This overall integration challenge is leading to the next evolution of CRM technology. .
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Relationship Management 3 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Part 2: Reasons to Implement CRM implementations are driven by companies’ desire to improve both business processes and individual performance. In all cases, the key is organizing a tremendous amount of ever-changing information across thousands or even millions of interactions between the company and its customers and sales prospects. The expectation is “what you can measure, you can manage.” Specifically, companies believe – and many successful CRM implementations have proved – that recording, analyzing and more closely managing customer and sales prospect relationships is an effective way to derive more value from these relationships and the effort and resources being expended to build and maintain them. Increase company revenue. For a company to invest the significant expense and effort of CRM implementation, the ROI has to be there. While there are some potential cost savings, primarily from sales and customer service process efficiency improvements, it’s no surprise that companies’ primary reason for implementing CRM tools is revenue improvement. Better customer management should mean better customer retention and increased up-sell opportunities to existing customers. Better sales force manage- ment should mean more closed sales. Achieve tighter coordination between Marketing and Sales. True story: A company’s revenues weren’t meeting expectations. The VP of Marketing made a presentation to the board showing impressive statistics about how many leads Marketing was sending to Sales. Then, the Vice President of Sales made his presentation, during which he showed how too many of the leads he was getting from Marketing were worthless. The board fired both. Companies are looking to CRM platforms to enable Marketing and Sales to work together to improve lead quality and sales follow-up effectiveness. This is the essence of iCRM – a set of tools that work well together and help various parts of the company work better together. Improve Sales’ information / reports/ forecasts accuracy and comprehensive- ness. The first questions management asks when revenue isn’t meeting expectations are: “What is Sales doing?” and “What are we getting for our Marketing spend?” Today’s CRM platforms were designed to answer this question, by tracking sales opportunities and individual salesperson activities. This leads to a host of valuable information: lead-to-quote and quote-to-close ratios, sales force productivity measure- ments, and marketing ROI calculations. Streamline company sales process(es) and make it (them) more consistent. Most managers today think that the way to make sales forces more efficient and effective is to make sales more of a repeat- able process. The applicability of this axiom varies by company and by what is being sold. Nevertheless, for companies whose sales can be matched to a process, a good CRM tool is indispensible for implementing, measuring and improving the sales process. Benchmark KPIs Gleanster uses 2-3 key performance indicators (KPIs) to distinguish “Top Performers” from all other companies (“Everyone Else”) within a given data set, thereby establishing a basis for benchmarking best practices. By definition, Top Performers are comprised of the top quartile of qualified survey respondents (QSRs). The KPIs used for distinguish- ing Top Performers focus on performance metrics that speak to year-over-year improvement in relevant, measurable areas. Not all KPIs are weighted equally. The KPIs used for this Gleansight are: • 12-month change in revenue • 12-month change in return on marketing investment • Current return on marketing investment To learn more about Gleanster’s research methodology, please click here or email research@gleanster.com.
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Relationship Management 4 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Improve individual Sales representa- tives’ performance. Individual sales rep performance improvement is both one of the leading reasons companies’ implement CRM tools and one of the leading reasons CRM implementations fail. The reason for the latter is that salespeople often resist the extra effort required of them to keep the CRM databases up to date and the extra management scrutiny brought on by the CRM tool’s sales activity tracking capabilities. The key to a successful CRM implementation is balancing the tool’s demands on salespeople with its benefits to them, including tools they can use and incentives for using them. Increase sales-leads-to-deals-closed ratio. Leading CRM platforms enable sales- people and their managers to follow every sales lead through the sales process. This includes scoring the leads to help salespeople determine which ones to concentrate on first and devote the most effort to. It also includes analyzing which leads turn into opportunities and quoted deals and which of those become closed sales. A well-functioning CRM platform improves the “quote to close” ratio by directing limited Sales resources to the best leads and to the opportunities that are most likely to close. Decrease customer acquisition cost. All CRM platform measurements are, funda- mentally, like gauges that management can use measure and guide how to turn their companies’ process and personnel marketing and sales “dials.” The idea, of course, is to maximize yield while minimizing resources expended. Very few CRM platforms actually measure customer acquisition cost directly, although leading marketing automation platforms now calculate lead acquisition costs and marketing campaign ROIs. Leading CRM platforms interface with these marketing platforms and continue to add measurement capabilities, so direct customer acquisition cost measurements that include sales efforts, too, are not far from the marketplace.
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Relationship Management 5 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Part 3: Value Drivers Gleanster research reveals six value drivers that 46% or more of the companies surveyed focus on to maximize the return from implementing a SFA/CRM tool. Their primary focus remains on sales and key themes are quality, timeliness, and process integration. Interestingly, most of the value drivers have to do with how the tool is used, versus a particular tool’s unique features, and how well the tool integrates with other systems and tools within the company’s marketing, sales and customer service value chain. And, despite their focus on sales productivity, companies are beginning to look to SFA/CRM platforms to improve marketing, too. Improve sales data quality and analytics. Nothing is more critical to a successful CRM implementation than the quality of the data collected by and input into the tool by users. This goes for the information’s complete- ness as well as its correctness. In order for the full analytical power of a CRM platform to be available, sales and customer service employees must record all of the pertinent information from every company prospect and customer interaction. Companies that implement CRM must pay particular attention to data input requirements as well as the incentives necessary to ensure compli- ance by their individual employee users. Enable sales management to receive information and make decisions in real time. While they are excellent “after the fact” reporting tools, a CRM system’s ability to increase a company’s revenue is maximized when Sales managers use it to make real-time course corrections to how current sales leads and opportunities are being worked by their teams. A company’s senior managers approve CRM implemen- tations with the expectations that sales managers will use them in real time to improve sales lead generation, lead-to-opportunity conversions, and quote-to-close rations. Streamline and establish consistency in the company’s sales process(es). Company managers are always investigating why some sales groups and sales people have more success than others. They attempt to uncover best practices and encourage others to follow them. By codifying these best practices during the CRM tool setup and customiza- tion, companies can embed them in sales processes throughout the company and force other employees and groups to follow them. Integrate with other marketing, sales, order management and customer service software and systems. The CRM “holy grail” is iCRM – a system that follows the seamlessly enables, automates and manages company’s entire marketing, sales and customer service value chain, from first contact with a new prospect through ongoing interactions with long time customers. However, over time, nearly every company has implemented different platforms to enable and improve different tasks within this change, from automated marketing software to sales force automation tools to order entry and fulfillment systems to customer service platforms. Therefore, it is crucial that any CRM platform, no matter how many pieces of the value chain it covers itself, integrate with a combination of new and legacy tools. Core Technologies Integrated Customer Relation- ship Management is enabled by a set of core technologies. These include the following: Website Traffic Tracking. Since a primary way the current customers and sales prospects alike interact with a company is by visiting and using the various features and functions on the company’s website, an iCRM tool must effectively track this aspect of a company’s “relationship” with each person or entity. This tracking should include each website visitor’s initial “source” (e.g., organic search term used, Google Adword clicked on, etc.) or referring page and each visitor’s complete website history, including pages visited, time on each page, forms viewed and filled out, and functions and features viewed and used. The tool should capture each visitor’s originating IP address, so that when a visitor from that same IP address returns to the site, a multi-visit history can be created. And, after a visitor registers, the tool must combine that visitor’s “pre-regis- tration” website history (tracked by IP address) with that visitor’s registration information and “post- registration” history going forward. Landing Pages Editor. The first critical “conversion” is turning website visitors into registrants. An iCRM platform must give companies the ability to create attractive and customizable landing pages and registration pages that effec- tively capture user data and maximize the visitor-to-registrant conversion rate. Many studies show that landing page content and registration page simplicity / ease of use are critical visitor-to-registrant conversion drivers. Marketing Campaign Measurement. An iCRM tool should also enable a company to measure its various marketing campaign’s website visitor generation results by linking the initial source of all website visitors to the applicable marketing campaign. The best iCRM tools enable companies to track multiple marketing campaigns simultaneously. The best iCRM
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Relationship Management 6 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Foster a culture of data-driven sales decision making. Company managers want to know, through data collection and analysis, which marketing and sales decisions to make. Gone are the days when marketing was all “art” and sales was all “gut” and personal relation- ships, although those aspects remain. Today, company managers look to CRM tools to add “science” to marketing and sales. Often, senior managers will implement a CRM platform not only to improve company performance, but to also shift the company’s management culture to one of more data-driven decision-making. Improve marketing effectiveness, measur- ability and ROI. As CRM platform providers continue to add marketing automation and management functionality to existing CRM platforms, companies are looking to these platforms to bring the same measur- ability, data quality, analytics, real-time decision making, and process consistency to marketing activities, too. A major driver of this trend is how marketing spending continues to shift online, which enables more measurability (e.g., website visitors, registrations, and the resulting sales leads and opportunities) and linkages back to specific marketing campaigns and activities. Stimulate sales representative performance improvement. Improving sales representative performance was the initial objective of most sales force automation implementations over the past decade and remains important to this day. It is still true that the first thing managers look to when measuring sales performance is results. And, when those aren’t as high as desired, their focus immediately shifts to their sales peoples’ day-to-day activities – both in terms of activity types and frequencies. Improve customer satisfaction with company’s sales processes and personnel. For many companies, particularly businesses selling to other businesses and companies selling higher-priced product and services, sales is a process in which both the company and its customers participate. As companies look to CRM platforms to streamline and establish consistency in their sales processes, part of their motivation is also to improve customers’ experiences and satisfaction with these same processes. Are salespeople following up on time and with the right informa- tion? Are quotes going out and adjustments being made on a timely basis? Does the sales process itself give customers confi- dence in the rest of the company’s processes and in its products and services? These are some of right questions to be asking. . . platforms link marketing costs and website visitor results all the way through to signed orders and then use these data to generate actual marketing campaign ROI calculations. Automated Email Marketing Capabili- ties. When a website visitor registers, it is because he or she wants something from the company – access to addition- al information, to take advantage of an offer, or something else of value. In return, the company must immediately fulfill the initial request. Of course, the real motivation for the company is to use this initial interaction to cultivate an ongoing dialog with a potential customer. Basic iCRM platforms enable companies to send a series of emails to website registrants. More sophisticated iCRM tools enable companies to send different email campaigns to different registrants, based on their specific interests. The best iCRM tools enable these email campaigns to be “condi- tional,” where subsequent emails are determined (at least in part) by whether or not registrants open previous emails. Cross Platform Integration Capabili- ties. As shown by the research summarized in this report, an iCRM platform’s ability to integrate with other company sales and marketing processes and platforms is becoming a critical differentiator among CRM/ SFA solution users and providers. This means an iCRM tool should have commonly accepted APIs to enable it to transfer data to other platforms and vice versa. The optimal result of this integra- tion is the ability to follow a customer through the entire marketing, sales, order fulfillment, and post-sale support, and reorder/up-sale value chain. Dashboards and Report Genera- tion and Distribution. While it seems obvious that any useful iCRM tool that includes all of the features and functions outlined in this report would also have reporting capabilities, a platform’s specific dashboards, report templates and customer report creation capabilities are critical differentiators. Reporting capabilities should include: website visitor traffic and sources tracking, automated email campaign tracking (including email open and click
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Relationship Management 7 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Part 4: Challenges The challenges associated with implementing a CRM/SFA platform fall into two basic categories. The first is getting users – especially salespeople and other “front line” employees who routinely interact with customers and sales prospects – to take full advantage of the platform. To them, a new CRM tool may appear to be nothing more than an additional data entry burden and a new source of management scrutiny. The second challenge lies in integrating the platform with the company’s sales process(es) and with other company sales and marketing software. Driving sales personnel adoption. At the core of any CRM platform is the data and information about customer relationships, interaction by interaction. While much of this data can be added to the database automati- cally by other systems – such as marketing platforms that automatically append website visitor data to CRM sales lead records – much of the interaction information must be entered manually. Obviously, higher-quality input equals higher-quality output. Companies need to put the right incentives and inducements in place to drive consistently high usage of the CRM tool by all applicable employees. Ensuring data credibility. Another big CRM usage-related challenge is avoiding duplica- tion, maintaining timeliness, and driving accuracy. As more employees and other company systems input data and information into a CRM platform, the chances for errors rise exponentially. It is critical that companies address how they will ensure data credibility at the outset of a CRM tool implementation, so the initial input into the CRM database is as “clean” as possible. Periodic data scrubbing will still be required to delete or merge duplicate records, update outdated information, and purge records that are no longer useful. Integrating the platform with other sales and marketing software and systems. In many cases, companies implement a CRM platform to handle a specific function within their overall value chains, such as sales force management or customer service. However, when information has to move to the next link in the chain such as order fulfillment, it moves via a “swivel chair network,” where the information must be entered into an entirely different system. Any company looking to implement a CRM platform (or move to a newer, more powerful one) should consider how it will integrate with other systems that must feed data to it or accept data from it. Modifying the platform to fit company sales processes. The first generation of CRM platforms lacked flexibility and modifi- ability. To maximize the value they derived from the tools, companies had to modify their marketing, sales and customer service processes to meet the CRM platform’s rigid structures. CRM providers soon recognized this adoption barrier and began making their platforms much more customizable. However, all of this newfound flexibility presents a new challenge. A CRM implementation now not only includes hardware and software issues, it also includes an adaptation phase, where all of the tool’s changeable settings, modifiable fields and reports, and other adjustable features must be adjusted to fit the company. This has spawned an entire cottage through rates), landing page and form views and usage, marketing campaign results and ROI calculations, and paid and organic search results, just to name some of the key basic categories. Also, the tool should have the ability for users to generate customer reports and even use other third party data analysis tools to analyze the iCRM database.
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Relationship Management 8 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. industry of CRM implementation consultants who specialize in modifying CRM tools. Modifying company sales processes to fit the platform. Despite the now relatively high adaptability of most advanced CRM platforms, companies must still fit their sales processes to the fundamental structure now used by nearly all CRM platforms, including what constitutes a lead, when a lead should be converted into an account, and what constitutes an opportunity. Beyond this, there are rules and guidelines that need to be put into place, including who has access to what informa- tion and who has the right to modify which information. Further, the way the company reports on marketing, sales and customer service activity may have to change, based on the way the CRM tool “thinks” and its default ways of reporting such activity. Balancing the challenges of when to modify the CRM tool to fit the company’s processes and when to modify the company’s processes to fit the tool is crucial to successful implementation. Overcoming individual user challenges. Today, given the ever-growing functional- ity of the leading platforms, the key issue isn’t training company employees to use the platforms as much as it is getting them to all use it the same way, or at least in ways that enable data consistency. The more CRM becomes iCRM, the more care companies must take to ensure users learn how the iCRM platform integrates with other company software tools. Early manifestations include Microsoft Outlook plug-ins for individual users’ email clients, software APIs that integrate call center software, phone systems that tie into the CRM platform, and marketing automation platforms that synchronize their sales lead databases with CRM tool databases. In an iCRM world, users must not only learn to use the CRM software itself, but also learn to use other tools in ways that take advantage of the CRM tool’s integrations with these other tools. Overcoming technology challenges. As CRM platforms move to the cloud and are accessed via standard web browsers, nearly all of the implementation issues with legacy CRM platforms (which were housed on company servers, with clients installed on user PCs) disappear. However, as future CRM platforms continue to trend towards the iCRM model - where they are integrated with other company platforms (both on-premise and in the cloud) - a new set of technology implementa- tion challenges emerge. As many of a typical company’s formerly on-premise software platforms (phone systems, marketing automa- tion platforms, order entry and fulfillment processes, etc.) move to the cloud, a key new implementation skill will be integrating multiple cloud-based platforms from multiple vendors.
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Relationship Management 9 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. . Part 5: Performance Metrics Top-line revenue growth surfaced as the most common metric for measuring success. But this metric is virtually useless unless it is supple- mented with other metrics that help the company understand the CRM tool’s contribution to overall business growth and profitability. Annual revenue. The main reason companies invest in CRM is to drive top-line revenue growth. Not surprisingly, then, annual revenue came up as the primary metric Top Performers use to measure their returns on a CRM investment. Actual vs. forecasted revenue. This is a measure of how diligently a CRM tool is being used throughout the company. If actual revenue is close to forecasted revenue, then it stands to reason that accurate projections of future sales are being put into and kept up-to-date within the CRM system. When actual revenues coming in dramatically differ, one can conclude that inaccurate projections are being put into the system, some projections aren’t being put in at all, or some projections previously added aren’t being updated as new information becomes available. Accurate sales projections help companies plan fulfill- ment, production and future investment. Win/Loss percentage by sales rep. Companies implement sales force automation- enabled CRM systems to measure individual salesperson and group performance. The company’s overall “quote to close” (or sales opportunities “win/loss percentage”) is an excellent indicator of the company’s products and services’ competitiveness in the marketplace. Comparing individual salesperson and group quote to close ratios is an excellent indicator of relative sale performance. In addition to simply measuring salesperson performance, a good CRM system can help identify sales- person and group best practices, which can then be shared with lower performers. System usage levels. One way to measure marketing and sales activities is to look at system usage, as recorded in the CRM system. When activity levels aren’t up to expecta- tions, management must then determine if this is because the activities aren’t in fact happening or they are happening, but aren’t being accurately tracked by the CRM system. Many companies see high CRM system usage levels as indications of both high activity levels and good CRM input compliance. Average deal size. One of the key advan- tages of having a CRM system track a high volume of data and statistics about individual sales deals is the ability that gives company executives to analyze their companies’ deal flows. The first statistic most companies look to is average deal size. This is because they know that the amount of effort a salesperson puts into a sale is not proportional to the size of the sale – in fact, small sales and clients often take almost as much (and occasionally more) effort as larger ones. So, while a larger Average Deal Size – just mathematically – means higher revenue, it also often means a lower cost of sales per dollar of revenue. Booking-to-bill ratio. “Book to bill ratio” is best known as a measure used by technol- ogy companies, such as semiconductor manufacturers, to measure whether the company has more orders than it can fulfill (a book-to-bill ratio more than 1.0) or has less orders than it can fulfill (less than 1.0). The
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Relationship Management 10 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. use of this measure has since grown beyond the semiconductor industry and is now used by many companies as a general indication of the overall demand for an organization’s products and services relative to its capacity to provide them. It is also used by companies whose delivery of products and services often takes significant time post-sale, in which case “Book to Bill Ratio” is modified into a measure of the time between when the sale is made (or “booked”) to when it is invoiced (or “billed”) after the product or service has been delivered. In this case, the shorter the time between booking and billing the better. Number of sales accepted leads. Marketing is often tasked and measured by the number of leads it generates and passes on to Sales. If a high percentage of these leads are deemed unacceptable by Sales, then Marketing’s high lead generation rate is misleading. Measuring how many leads Marketing generates that are “accepted” as legitimate by Sales overcomes this problem. A high number of Sales- accepted Leads also indicates a successful relationship between the lead “producer” (Marketing) and the lead “consumer” (Sales). Sales cycle time. An Intergrated CRM system enables more accurate sales cycle time measurement, since it typically records when a lead was generated and when each of the subsequent steps in the sales cycle occur, including when a lead becomes a real sales opportunity, when meetings and presenta- tions happen, when quotes are delivered, and when deals actually close. Like overall, company-wide win/loss percentages, average sales cycle times improvement indicates an overall improvement in the company’s sales performance. The same is true for improve- ment in the overall average times it takes to go from one step to the next (e.g., time between quote delivered and deal closed). Ratio of sales accepted leads to closed deals. The assumption is that if a lead is acceptable then it is Sales’ job to close it. Obviously, the higher the ratio of accepted lead to closed lead the better the Sales organization and individual people or groups within it can be said to be performing. Therefore, it’s important to evaluate the product or service quality and appeal in relation to sales performance. Of course, a low accepted-lead-to-closed-deal ratio can mean many things besides poor sales performance. A high number of sales-accepted leads combined with a low accepted-lead-to- closed- deal ratio indicates a company’s wares have at least initial marketplace appeal, but also a flaw that is derailing the sales process. This can have everything, or nothing, to do with the performance of the sales organization itself.
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Relationship Management 11 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. . Part 6: Success Story LexJet markets and sells professional-grade, wide-format inkjet printing equipment and supplies that have helped more than 20,000 small printing, imaging, and sign businesses adapt to changing markets and develop new sources of revenues. The company also provides business owners with the knowledge and products they need to convert digital images into new forms of visual merchandising, out-of-home advertising, and custom décor. The Challenge LexJet is an innovative company that firmly believes in the value of marketing and sales integration and, in particular, in nurturing prospects through the early stages of the sales cycle. However, the company was struggling with integrat- ing their sales and marketing efforts. With over 50 inside sales representatives, LexJet also wanted to become more process-oriented in identifying the prospects who were most qualified for an initial phone call. The reps were effective at gathering new lead information, but had difficulty in getting more detailed lead information into the hands of the sales team at the right time. The Solution In the face of these challenges, LexJet decided to deploy a leading CRM/SFA platform, which it leveraged for the following initiatives: • Email Marketing • Lead Capture forms • Web Analytics and Website visit tracking • White Paper campaigns • Nurture Marketing The Results With the new marketing automation platform in place, Lexjet is able to identify interested customers in real-time using scoring profiles, engage with them in a timely manner and close deals at a higher success rate. In fact, the company now has real-time lead intelligence delivered to the desktop of every salesperson on their team, which helps focus their time and selling energy on near-term, high-value prospects. Lexjet is also able to create a lead generation form in minutes and have that information flow through to CRM; no developers needed. The other major benefit is the insight the company’s sales team has gained. LexJet’s sales team is able to instantly see data from marketing inside of the contact record. This allows the sales team to see who received the campaign and what exactly the recipient was sent. “We have been able to identify over 750 people inside our database interested in a new solution that can expand their businesses,” said Pete Petersen, CIO of LexJet. “This allowed our sales team to identify key accounts in the database to focus on so that we can engage in the sales process faster.” Key Benefits: • Reduced costs of campaign production • Deliver vital and timely lead intelligence to sales • Build pipeline faster • Reduce time to roll out campaigns from days/weeks to hours/minutes Increased lead conversion due to web tracking solution (web forensics) . More Success Stories Note: The original version of this Success Story may have been prepared—and previ- ously published—by an enabling solution provider. If so, it is edited and reproduced here by permission. While reasonable efforts have been made to verify the accuracy of the information contained herein through inde- pendent fact-checking, Gleanster disclaims liability for any content that was developed and submitted by third parties. Success Sto- ries are selected based solely on the merits of the content as judged by Gleanster’s Research Oversight Committee. Vendors are not charged a fee for inclusion and no pref- erence is given to vendors based on their ability to purchase other Gleanster products or services. Any questions or concerns regarding this particular Success Story–or Gleanster’s selection criteria or policies, in general–should be directed to successs- tories@gleanster.com. Case studies may be submitted for publishing consideration using the Success Stories Submission Form. “Our sales team [can] identify key accounts in the database to focus on so that we can engage in the sales process faster.”
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Relationship Management 12 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Part 7: Vendor Landscape For many companies, the extent to which a CRM platform integrates with the systems on either side of it in the company’s value chain has become a key factor in the CRM selection process. Other key decision factors remain important, too, including: choosing the right delivery method (SaaS or premise-based); choosing a tool that either already matches internal sales and customer service processes or can be adapted to match them; and choosing a platform “friendly” enough that company employees and management will both actually use it, while still providing critical features and functionality. Amdocs www.amdocs.com “Amdocs is the market leader in customer experience systems innovation. The company combines business and opera- tional support systems, service delivery platforms, proven services, and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs’ offerings help service providers explore new business models, differentiate through personalized customer experiences, and streamline operations.” Gleanster Skinny (GS): Amdocs offers a number of customer management solutions that sales professionals are likely to find useful. For example, the vendor’s Smart Agent Desktop solution is designed to simplify contact center initiatives by deliver- ing tools for managing processes, customer interactions, billing, and call center scripts. Amdocs also offers a solution, called Click to Order, that’s designed to simplify the ordering process into three steps, as well as an automated end-to-end ordering solution and a solution for managing sales quote orders. Released in January 2010, the latest iteration of Amdocs’ integrated software package for customer experience manage- ment – Amdocs Customer Experience System (CES) 8 – includes new capabilities for guided selling and product lifecycle management. Avidian Technologies www.avidian.com “Avidian Technologies’ Prophet is the easiest- to-use sales force automation and contact management software built inside Microsoft Outlook. Prophet leverages Outlook’s existing data and functionality and trans- forms it into a full-featured CRM. It takes Outlook beyond tasks, calendaring and e-mail with centralized and secure contact management, sales opportunity manage- ment, flexible reporting and easy sharing and controlling of customer information.” GS: In December 2010, Avidian Technologies launched a new version of its CRM solution, called Prophet Ultimate. It’s designed to allow departments beyond Sales, such as customer service technical support, fulfillment and client services teams, to tailor Prophet’s existing opportunity tracking capabilities to best suit their specific needs. In October 2010, Avidian launched BlackBerry support for its Prophet Mobile solution. Prophet Mobile is sold as an add-on to the stand-alone and server editions of Prophet. It’s designed to allow users to manage sales opportunity data using both their supported handheld device and a PC. Something to look forward to: Prophet Mobile Support for iOS and Android is reportedly on the company’s product road map for 2011. Clients include Cisco, AT&T, Chase, GE, HP, Steelhead Corp., and Universal Music Group. CDC Software (Pivotal Sales) http://www.cdcsoftware.com “CDC Software is The Customer-Driven Company. Our business is your success with your customers. Our goal is to provide complete enterprise solutions—software applications, customer implementation services, and global consulting services— with hybrid deployment options to help you become a customer-driven market leader.” GS: Marketing, sales, and service and partner management capabilities are at the center of Pivotal Sales, which is a main component of CDC Software’s CRM suite. Pivotal Sales originated from the vendor’s acquisition of sales force automation provider Pivotal Corporation in 2004. Some users claim that the suite offers particularly strong capabili- Vendor & Solution Showcases Visit www.gleanster.com to access vendor and solution showcases for this topic area, where you’ll find: • Vendor Descriptions • Analyst Commentary • Related White Papers • Videos & Presentations • Solution Demos • Other Related Research • And much more... It’s everything you need to make smart technology decisions. All in one place. View the CRM Vendor Landscape
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Relationship Management 13 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. ties around opportunity management, contact management and account management. Another plus: it’s designed to support integra- tion with the Microsoft Office infrastructures and applications, including Microsoft Outlook and Microsoft Office. Potential buyers should keep in mind that Pivotal Sales is primarily targeted to mid-size businesses and is mainly implemented on-premise. Also notewor- thy, in February 2011, version 6.0 of the Pivotal CRM suite was named by ISM Inc., Customer Relationship Management (CRM) and Customer Centric Business Strategic Advisors, as one of the “Top 15” CRM software packages in the enterprise category for 2011. CDC Software (Saratoga CRM) www.cdcsoftware.com “CDC Software is The Customer-Driven Company. Our business is your success with your customers. Our goal is to provide complete enterprise solutions—software applications, customer implementation services, and global consulting services— with hybrid deployment options to help you become a customer-driven market leader. “ GS: Saratoga CRM was added to CDC Software’s portfolio of offerings as a part of its April 2007 acquisition of Saratoga Systems. Recognized by some industry experts as a veteran in the CRM space, Saratoga’s solution is primarily targeted towards mid to large-sized organizations. A majority of its users operate within in the chemicals, consumer products, energy, insurance, and selected manufacturing industries. The latest version of the suite – Saratoga CRM 6.7 – is designed to deliver enhanced email integra- tion with Microsoft Outlook and Lotus Notes, and expanded language support. Version 6.7 also includes access to new deploy- ment methods, including wireless and “thin Note: While Gleanster strives to include all of the most relevant and notewor- thy solution providers in the Vendor Landscape section, the list is by no means comprehensive in nature. Omissions may occur due to lack of sufficient market presence, as judged by the Gleanster research analyst team. Space constraints may necessitate some amount of paring of even those vendors that do have sufficient market presence. Simple oversights may also happen on occasion. To submit information about a solution provider, please complete the Solution Provider Information Form. To schedule a vendor briefing, please email research@gleanster. com. Vendor descriptions are taken verbatim from company websites or from vendor-submitted profile information. Gleanster Skinny (GS) commentaries are based on vendor briefings, customer inter- views and Gleansight research findings as well as on company press releases and various other information sources.
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Relationship Management 14 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. browser client” for browser-based access, and support for Citrix deployment. Saratoga CRM has been upgraded to provide compat- ibility with new third-party systems, as well. In addition, a number of new modules have been introduced to the latest release, including Apresta for wireless mobility and a tool for “intelligent forecasting”. Clear C2 www.c2crm.com “Clear C2, Inc. was founded in 1993, strategically aligned and partially owned by IBM, focusing on delivering and publish- ing customer driven technology solutions, including: Relationship Management, Sales Force Automation, Customer Support, Marketing and Campaign Management in addition to CRM related solutions as Content Management, Customer/Partner Self Service Portals, Workflow Automation and Document Management. C2CRM is 100% web-based and is offered as both an OnPremise and OnDemand (SaaS) solution.” GS: Clear C2, Inc.’s browser-based solution – C2CRM – is sold in solutions packages comprised of modules that are designed to help solve specific business problems. Available packages include Marketing, Sales, Customer Service, and Executive. The Sales package is specifically designed to deliver capabilities around opportunity and forecast management; quotes, proposals and contracts; contract management; products and service catalog; and sales pipeline and opportunity analytics. Users also have the option to customize C2CRM by implementing a combination of any of the 30 modules offered by the vendor. Available modules include relationship management (activity manage- ment, relationship tracking); customer service (project management, customer support); marketing management (lead management, campaign tracking); and utilities (workflow management, content manager, web self- service). C2CRM also supports integration with ERP and accounting back office systems. In addition, the vendor offers a number of training and support services for non-technical users. coAction.com www.coaction.com “coAction.com is a leading provider of business collaboration software that automates and optimizes business processes. coAction’s powerful and interactive collaborative environ- ment features a rich and easy desktop-like interface and a wide selection of coApps that can be customized to user specifications. coAction’s advanced collaboration solution provides strong role-based security and an automation engine to control the progres- sion of items from open to close to meet today’s businesses’ collaborative needs.” GS: Released in May 2010, coAction.com’s collaboration platform features tools for email management, document management, opportunity management, project manage- ment and calendaring. It also includes a portal that users are likely to find helpful for connecting and interacting with customers and partners. One of the vendor’s applications, called Sales coApp, is specifically designed to deliver capabilities for managing leads, contacts, opportunities, tasks, and forecasts. It also delivers features for collaborating in workgroups and customizing workflow. The application includes pre-built reports and customizable reporting, as well. In addition, coAction.com offers an application for receiv- ables and an application for customer service and support. The vendor’s “coApps” feature a rules-based automation engine for creating tasks, routing items and sending emails. They also include analytical dashboards, comment- ing tools, territory management and advanced search capabilities, as well as an action and audit history, and an import wizard. In April 2011, coAction.com added support for Google Apps marketplace and announced a number of other improvements. Clients include Dun & Bradstreet, Fujitsu General and Pitney Bowes. Consona Corporation www.consona.com “Consona Corporation delivers software and services to companies of all sizes, ranging from small businesses to Global 2000 enterprises, across a number of industries. Consona’s software solutions automate business critical tasks, ranging from marketing, service and support to planning and scheduling, material require- ments planning (MRP), accounting, product configuration, and business intelligence.” GS: The Consona CRM software product suite is designed to provide an integrated set of CRM solutions across service and support, sales and marketing functions. It’s important to keep in mind that the suite is largely focused on delivering service and support capabili- ties to medium and large organizations in the high tech, financial services and telecom- munications industries. Consona CRM is designed to combine solutions developed by CRM solution provider Onyx Software, which
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Relationship Management 15 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. the vendor acquired in 2006, and KNOVA Software, a knowledge management software company that Consona acquired in 2007. Consona specifically introduced the capabili- ties delivered by KNOVA’s suite of self-service, contact center and community applications with the aim of helping users automate customer service case resolution. Available in several different product suites, the enterprise version features multi-way chat, industry templates, self-service support communities, knowledge management, analytics, and relationship hierarchy management. It also offers tools for contextualized selling and marketing. eSalesTrack www.esalestrack.com “eSalesTrack is an online Customer Relations Management tool that allows you to track your potential customers, sales, and keep track of your current customers. It allows you to manage contacts, emails, forecast, generate reports, and keeps track of your sales funnel all in one application that you can use from your cell phone or WiFi hotspot anywhere around the world.” GS: eSalesTrack – the vendor’s hosted web-based CRM solution – is largely focused on sales force automation and is targeted toward small and medium-sized businesses. eSalesTrack is designed to allow users to automate actions around account manage- ment, contact management, opportunity management, product management, quota management, activity management, territory management, lead routing, and task manage- ment. It’s also designed to deliver tools for creating product catalogs, tracking partners, forecasting sales, and event calendaring. Additional features include mobile support, sales analytics, customizable dashboards, and custom reporting. Some users may also
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Relationship Management 16 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. benefit from integration with MS Office and from the flexibility provided by the solution’s open-source, modular architecture. In addition, eSalesTrack offers tools for automating marketing and customer support activities. FrontRange Solutions (Goldmine) www.frontrange.com “FrontRange is a leading provider of powerful and affordable IT Service Management, IT Asset Management, and Customer Service Management solutions. These solutions enable IT and Services Transformation by providing Enterprise-class capabilities that deliver fast time to benefit, high ease of use, and rapid return on investment… FrontRange’s products and solutions are used by over 13,000 customers in more than 80 verticals and 45 countries to quickly improve interactions with external and internal clients and achieve better business results.” GS: FrontRange offers several versions of Goldmine, which is its relationship manage- ment product line. The enterprise edition is the most feature-rich. It’s targeted towards small to midsize organizations and provides strong capabilities around sales, marketing and customer service. Enterprise Edition features include quote management, customer data management, marketing campaign manage- ment, lead management, and opportunity and forecast management. It also includes a Web client. Launched in October 2010, the latest release (v. 6.3.3.) of Goldmine Enterprise Edition is designed to deliver Outlook integra- tion enhancements, as well as usability and performance improvements. Also of interest, Goldmine Premium Edition includes pre-built dashboard parts for marketing automation, sales force automation and customer service business processes. Released in June 2010, version 9.0 includes improved client relationship tracking, expanded collabora- tion capabilities, customizable dashboards and new Microsoft Outlook integration. Infor (Infor CRM Epiphany Sales) www.infor.com “Infor is a leading provider of business applications, with over 8,000 employees serving over 70,000 customers in 125 countries. Infor focuses on two core beliefs: the importance of constant innovation and the value of laser focus on its customers. Infor delivers software that is simple to buy, easy to deploy, and convenient to manage.” GS: Infor CRM Epiphany Sales is the vendor’s sales force automation solution. A key component of Infor’s customer relationship management suite – Infor CRM Epiphany – the solution features such capabilities as lead routing prioritization, contact manage- ment, call scripting, mobile support, and opportunity and pipeline management. In August 2010, Infor introduced a family of intelligent decision-making modules that are likely to be of interest to users looking to extend the suite’s functionality. The first module released, Infor CRM Epiphany E-Mail Advisor is designed to leverage customer information and behavior patterns to populate e-mails with the most relevant offers. In November 2010, Infor launched the second module, Epiphany Data Advisor. It’s designed to analyze existing information stored across disparate databases and make data quality improvement recommendations, including which customer interaction channels are best for gathering certain information. Infusionsoft www.infusionsoft.com “Infusionsoft is the leader in marketing automation for small businesses. Through its web-based software, Infusionsoft enables small business marketers to automatically and effectively deliver highly relevant, targeted messaging to their customers, which nurtures the highest quality customer connections, leading to more business. The complete suite includes CRM, email marketing, lead nurturing and management, workflow automa- tion, ecommerce, and affiliate marketing.” GS: The Spring release of Infusionsoft’s CRM solution for small businesses includes several useful “SmartAutomation” features, including tools designed to automatically send emails based on important dates or behaviors, for example when someone fills out a form, as well as “motion sensors”, which are designed to issue alerts when leads are hot or automati- cally send relevant messages at crucial times in the sales process. The solution also includes CRM features, such as a centralized database for organizing and tracking leads, prospects, customers, and partners, as well as tools for importing and exporting contacts. Other CRM capabilities include calendar, task and appointment management. In addition, Infusionsoft’s solution is designed to deliver email marketing features for creating, tracking and reporting on campaigns; creating online signup forms; and developing professional emails using drag-and-drop functionality. Infusionsoft’s open API is designed to enable
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Relationship Management 17 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. integration with other channels such as blogs, ecommerce solutions and social media sites. The vendor also offers a Microsoft Outlook plug-in as well as a number of “additional features” around opportunity management; affiliate and referral program management; and billing, invoicing and collections. InsideSales.com www.insidesales.com “InsideSales.com is an award-winning provider of on-demand software for lead manage- ment and sales organizations, integrating a powerful suite of sales and marketing tools including dialers, voice messaging, lead response, CRM, and nearly two dozen other productivity-enhancing ‘power tools.’ GS: Inside Sales creates predictive analytics and artificial intelligence (AI) applications for sales professionals. In fact, the vendor’s award-winning dialer system for Salesforce. com, PowerDialer for Salesforce, is report- edly one of the Top 10 Most Popular apps on the Salesforce.com AppExchange. The latest version (v 3.0) was released in December 2010. It’s designed to deliver new system capabilities such as predictive analytics, dynamic queuing, workflow automation systems, multi-media sales lead nurturing and advanced call reporting. In November 2010, the vendor announced a new partnership with the Brigham Young University Neural Network and Machine Learning Laboratory. The alliance is part of its stated strategy to further the advancement of computer system AI applications for sales professionals. Landslide Technologies www.landslide.com “Landslide CRM gives you the power your business needs, while making it simple for your people to use. Next, we added
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Relationship Management 18 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. personalized service with our exclusive VIP Sales Assistant to make it easy to input and manage your information and Mobile CRM to put it all in the palm of your hand. The result is a CRM solution that’s so easy to use, your team will actually want to use it—and you’ll get consistent sales results!” GS: Landslide Technologies kicked off 2011 by appointing Rick Faulk President and CEO. Faulk served as former President and CEO of social software company Mzinga, and is also a veteran of WebEx and Intranets.com. The vendor seems to have benefited from the new management as well as from the $8 million in growth capital it secured in the beginning of this year. The latest release of Landslide’s CRM solution features new email marketing and mobile functionalities, as well as a number of customer-facing tools designed to help sales- people build collaborative relationships with their customers and colleagues. In addition, the vendor offers its CRM users a “VIP Sales Assistant.” The assistant is available to enter data, run reports and update notes. Leads360 www.leads360.com “Leads360 offerings include lead management and sales dialing solutions that complement CRM and marketing automation solutions with deep sales automation designed to optimize lead conversion. Leads360 LeadManager™ and integrated dialer, Leads360 Dial-IQ™, focus on three core principles critical to helping sales teams improve lead conversion - speed- to-contact, selling discipline (driving repeatable sales processes), and sales rep productivity.” GS: Leads360 is a unique lead management platform that is designed for high volume process driven sales environments. As a platform Leads360 is designed to automate repeatable process for sales reps. The platform can easily be customized to meet the needs of any vertical, but Leads360 has industry expertise and out-of the box configurations for a handful of verticals, making it a defacto turn-key solution for some companies. In fact, the company has developed templates and go-to-market partnerships in key verticals so the platform can be used as a front-end solution for lead capture and routing into marketing automation systems or as a sales process optimization platform for leads coming out of marketing automation systems. Leads360 has a very impressive client base of over 5,000 clients in key verticals. Leads360 is largely sold through word-of-mouth from existing clients because vertical expertise, integration, and configuration makes the platform a natural augmentation of sales processes. One challenge for Leads360 is how the system is classified. It’s sort of a unique lead management platform that is designed for sales processes. No, it’s not CRM. No, it’s not Marketing Automation. The system has elements of Sales Enable- ment and Sales Performance Management in the broadest definitions of these terms. Basically, it’s ideal for any company looking to put discipline and consistency around sales processes. The platform is capable of adding business rules around lead routing and call scripts to maximize the speed and productivity of sales. Leads can even be routed by performance based incentives where the timeliness of response and the close ratio of a sales rep automatically routes more leads to higher performing individuals. Maximizer Software www.maximizer.com “Maximizer Software delivers simple & quick customer relationship management (CRM) solutions to small & medium businesses (SMBs) and divisions of large enterprises. Maximizer CRM is a completely integrated sales, marketing and customer service & support management solution accessible via multiple platforms: Web, Mobile and Desktop. With over 20 years of experi- ence in the CRM industry, Maximizer offers the best value for the most comprehen- sive set of features in a CRM solution.” GS: Recognized as a pioneer in the CRM industry, the latest version of Maximizer Software’s offering – Maximizer CRM 11 – is designed to deliver expanded business intelligence and sales force automation capabilities. For example, it includes new tools that allow users to monitor sales opportunities and view sales performance. Wizard-based dashboards have also been introduced to enable executives and managers to monitor key performance indicators. Launched in April 2010, Version 11’s “All Access licensing” provides access to critical customer infor- mation through Windows Desktop, a Web browser or mobile smartphone. The solution’s mobile access option includes such features as GPS functionality, multimedia support, real-time access to the CRM database, and the ability to assign tasks and opportunities to other users. Most recently, in April 2011, Maximizer Software announced the expansion of its CRM offering with a new cloud-based solution, called Maximizer CRM Live.
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Relationship Management 19 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Microsoft (Microsoft Dynamics CRM) www.crm.dynamics.com “Microsoft Dynamics is a line of simple to learn and use ERP and CRM solutions that work with your existing technology and scale as you grow to give you long-term value. By using software and online services that work the way people and organizations work, businesses are better able to make informed decisions and adapt to rapid change.” GS: Microsoft focuses on providing “familiar, intelligent and connected experiences” for the latest release of Microsoft Dynamics CRM. Launched in February 2011, it includes such new features as guided process dialogs, real-time dashboards and inline business intelligence for performance and goal management. It also includes a number of enhancements that enable customers and partners to configure and customize the solution to meet specific business needs. Such enhancements include flexible cloud develop- ment, Windows Azure interoperability, and contextual Microsoft SharePoint capabilities. In addition, Microsoft Dynamics CRM includes capabilities around planning, lead generation, opportunity management, account manage- ment, workflow management, analytics, and pipeline management. Another plus: the software supports multiple languages as well as integration with other Microsoft offerings including SharePoint, Outlook and Office. While the vendor’s main area of expertise is in serving SMBs, it also has experience with large enterprise deployments of Microsoft Dynamics CRM of over 1,000 users. NetSuite www.netsuite.com
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Relationship Management 20 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. “NetSuite Inc. is a leading vendor of cloud computing business management software suites. NetSuite enables companies to manage core key business operations in a single system, which includes Enterprise Resource Planning (ERP), Accounting, Customer Relationship Management (CRM), and Ecommerce. NetSuite’s ‘real-time dashboard’ technology provides an easy-to-use view into up-to-date, role-specific business information.” GS: NetSuite’s solution, called NetSuite CRM, is designed to deliver a broad set of capabili- ties around sales force automation, marketing automation, customer service and support, partner/channel management, and order management. It also includes ecommerce and financial accounting tools. Key features include advanced forecasting; quote generation; a customer self-service portal; job and project tracking; document management and publish- ing; and commissions/incentive management. NetSuite CRM is primarily targeted towards small businesses, but it can also be leveraged by smaller divisions within large-sized organizations. Currently, the vendor seems to be focusing on international expansion and adoption. For example, in February 2011, NetSuite announced the opening of a new office in Melbourne. In December 2010, it announced a partnership with Swedish technology implementation company Alterview to introduce Swedish language support to its solutions, as well as to drive expansion in the Nordic region. Also noteworthy, in May 2011, NetSuite announced deeper integration with Google Apps and the Google Apps Market- place via its SuiteCloud Development Platform. Oncontact Software www.oncontact.com “Oncontact Software develops award-winning .NET based CRM software for mid-market companies. Oncontact CRM is a privately held company with a presence throughout North America, South America, Europe, Asia/Pacific and the Middle East. Oncontact Software’s products are available through its corporate headquarters in Wisconsin and an international alliance of value-added resellers, system integrators and distributors.” GS: In December 2010, Oncontact Software released the latest version of its solution, called Oncontact CRM 7.1. It’s designed to deliver new capabilities around notes and reminders, and new customer service features. Oncontact CRM 7.1 includes capabilities for tracking company relationships and assets, as well. The latest iteration also includes enhance- ments to Microsoft Outlook integration and offers workflows for mass assigning activities, managing lists and assigning representa- tives to accounts. Launched in June 2010, version 7 introduced a number of improve- ments to search navigation. A new campaign module and simplified reporting features were also added to the version 7 release. Oncontact Software reportedly has over 600 customers worldwide including Protec- tive Life, Foremost Insurance and Carfax. Oracle (Oracle CRM On Demand) www.oracle.com “Oracle provides the world’s most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. Oracle’s product strategy provides flexibility and choice to our customers across their IT infrastructure.” GS: In September 2010, Oracle released the latest iteration of its hosted CRM solution – Oracle CRM On Demand. Release 18 features enhanced lead quality capabili- ties, new business planning capabilities and deeper integration for marketing and sales. In fact, the vendor offers an industry-specific application for sales professionals, called Oracle CRM On Demand Sales. The appli- cation features a set of tools for forecast management, opportunity management, quota management, business process manage- ment, calendar and task management, and account and contact management. Key features include interactive dashboards; embedded analytics for real-time reporting and historical analysis; and embedded best practices via the solution’s online sales coaching tool. Oracle CRM On Demand Sales is also designed to support integration with LotusNotes and MS Outlook. It offers support for mobile and offline access, as well. Oracle (Oracle People- Soft Enterprise Sales) www.oracle.com “Oracle provides the world’s most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of
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Relationship Management 21 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. Oracle’s product strategy provides flexibility and choice to our customers across their IT infrastructure.” GS: Oracle’s PeopleSoft Enterprise Sales Solution is a main component of the vendor’s PeopleSoft customer relationship management family of applications. The product family origi- nated from Oracle’s acquisition of PeopleSoft in 2005. The sales management application is specifically designed to enable the automation of such processes such as territory manage- ment, forecasting, training, and reporting. It also delivers guided selling and strategic account planning capabilities, and tools for contact, task, and calendar management. The application includes inline sales analytics and a role-based interface, as well. Released in October 2009, Oracle’s PeopleSoft Enterprise CRM version 9.1 introduces drag and drop functionality, new collaboration tools, and even greater application configuration for Sales and Marketing user interfaces and workflow. Oracle (Oracle Seibel Sales) www.oracle.com “Oracle provides the world’s most complete, open, and integrated business software and hardware systems, with more than 370,000 customers—including 100 of the Fortune 100—representing a variety of sizes and industries in more than 145 countries around the globe. Oracle’s product strategy provides flexibility and choice to our customers across their IT infrastructure.” GS: Oracle Siebel Sales applications are designed to deliver industry-specific sales force automation capabilities around account management, opportunity management, sales forecasting, order management, and territory management. The applications also include sales analytics and reporting capabilities, as well as tools for standardizing sales methodolo- gies/best practices. Another plus: Oracle Siebel Sales supports integration with Microsoft appli- cations. The solution is fully integrated with the entire Siebel product family, which origi- nated from Oracle’s acquisition of sales force automation solution provider Siebel Systems in 2005. In addition, the vendor offers handheld, remote and wireless “mobility” versions of Oracle Siebel Sales. Oracle also offers Siebel applications for contact center and customer service management; partner relationship management; and self-service and e-billing. RightNow Technologies www.rightnow.com “RightNow is a provider of on demand customer experience solutions that help consumer-centric organizations deliver great customer experiences. Founded in 1997, RightNow is headquartered in Bozeman, Montana, employs more than 800 people, and serves nearly 2,000 organiza- tions worldwide. RightNow is listed on the NASDAQ under the symbol RNOW.” GS: RightNow CX is RightNow Technologies’ customer experience suite that combines sales force automation, marketing automation, behavioral targeting and social capabilities. It includes a broad set of tools that enable users to manage the web experience, the contact center experience and the social experience being delivered to their customers. Released in February 2011, the latest iteration integrates natural language search technol- ogy with industry-specific dictionaries and intent matching capabilities to allow users to capture and interpret customer intent and make real-time, contextually-relevant offers. RightNow Sales is the sales force automation component of the suite. It’s fully integrated across RightNow CX as part of the vendor’s Engage platform, which integrates service, sales, marketing, and feedback functions. Sage (Sage ACT! CRM) www.act.com “Sage North America is part of The Sage Group plc, a leading global supplier of business management software and services. Sage North America employs more than 4,100 people and supports nearly 3.1 million small and medium-size business customers. The Sage Group plc, formed in 1981, was floated on the London Stock Exchange in 1989 and now employs 13,400 people and supports 6.1 million customers worldwide.” GS: In September 2010, Sage released the latest version of its contact and customer relationship management software, called Sage ACT! Formerly Act! by Sage, the 2011 release includes a new list-building subscrip- tion service that was introduced as part of a recent partnership with business-information data provider Hoovers. It also features an improved user interface and a new “Smart Tasks” component, which is a workflow engine. Last year’s iteration of the solution included such major updates as the integration of social network information into contact data and a completely redesigned user interface. In June 2010, Sage launched ACT! Mobile Live, which
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Relationship Management 22 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. is a cloud-based subscription service that’s designed to deliver ACT! by Sage contact and customer management data to mobile devices. Sage (Sage CRM) www.sagecrmsolutions.com “Sage North America is part of The Sage Group plc, a leading global supplier of business management software and services. Sage North America employs more than 4,100 people and supports nearly 3.1 million small and medium-size business customers. The Sage Group plc, formed in 1981, was floated on the London Stock Exchange in 1989 and now employs 13,400 people and supports 6.1 million customers worldwide.” GS: Opportunity management is at the core of Sage CRM v. 7.0, which recently received an ISM Top 15 CRM Software Award for Small & Medium Business Solutions. Released in August 2010, the latest iteration features an interactive dashboard that allows users to manage all of their activity (tasks, lists and calendar) from one central location and to customize the layout using drag and drop functionality. The dashboard also displays web and RSS feeds, and is designed to allow users to access customer data on social network- ing sites like LinkedIn. Another new feature is the Active Import Directory, which aims to make it easier for IT administers to add new users and control network logins. Sage CRM V 7.0 includes a new user interface as well. Sage (Sage SalesLogix) www.sagesaleslogix.com “Sage North America is part of The Sage Group plc, a leading global supplier of business management software and services. Sage North America employs more than 4,100 people and supports nearly 3.1 million small and medium-size business customers. The Sage Group plc, formed in 1981, was floated on the London Stock Exchange in 1989 and now employs 13,400 people and supports 6.1 million customers worldwide.” GS: In January 2011, Sage announced a number of major updates to its CRM software system, Sage SalesLogix. It introduced Sage SalesLogix KnowledgeSync alerts, a feature that monitors information and notifies specific users of important activities within a sales cycle, such as when key sales opportunities are identified or when customer support issues need addressing. Another new addition is the Sage SalesLogix Customer Portal. It’s a 24x7 self-service that allows users’ customers to view, add, or edit tickets and submit comments and attachments via the Web, which are then assigned to the appropriate support represen- tative. In March 2011, the vendor released a mobile version of its Sage SalesLogix solution. Also noteworthy, in August 2010, Sage teamed up with its partner Net@Work to launch mobile applications for Sage SalesLogix. Salesforce.com www.salesforce.com “Salesforce.com is the enterprise cloud computing company. The company’s portfolio of SaaS applications, including its award- winning CRM, has revolutionized the ways that customers manage and share business information over the Internet. The company’s Force.com platform enables customers, developers and partners to build powerful on-demand applications that deliver the benefits of multi-tenancy across the enterprise.” GS: Salesforce.com Enterprise Edition is the vendor’s integrated on-demand CRM solution. It’s designed to deliver capabilities around sales force automation, marketing automation and customer service and support. The offering is targeted towards larger companies with more-complex business processes. It includes support for multiple divisions and processes, as well as workflow automation, product-line forecasting, and revenue allocation. Other key features include partner relationship manage- ment, offline and mobile support, and reporting and analytics. A major benefit, some users claim, is the ability to customize Salesforce and extend its functionality through the vendor’s Force.com platform, which enables users to develop custom apps and modify existing ones. Salesforce.com also offers a popular online marketplace, called AppExchange, that gives users access to hundreds of cloud computing applications. One application of particular interest is the vendor’s Sales Cloud 2 application. It provides sales professionals with a tool set for managing approvals and workflow; contacts and accounts; email and calendaring; and opportunities and quotes. Also of interest is Salesforce Chatter, a private social network users can leverage to collaborate and interact with co-workers. SalesFUSION www.salesfusion.com “SalesFUSION 360 provides software that accelerates revenue by connecting sales and marketing with prospects at the moment they
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Relationship Management 23 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. are ready to buy. This is made possible through the SalesFusion 360™ suite, which comple- ments Sales Force Automation applications by adding an on-demand enterprise lead management service. SalesFUSION 360 increases lead quantity, lead quality, and revenue conversion rates by integrating and automating the lead management process.” GS: In January 2011, SalesFUSION released the latest iteration of the enterprise version of SalesFUSION 360, which is its integrated sales and marketing demand generation platform. Version 6.0 includes over 750 custom templates for email marketing, new tools for creating dynamic email content, and a social media dashboard. The vendor also announced additional plans for 2011, which include new CRM connectors for SugarCRM and Saleslogix, and a new event manage- ment module that allows users to create and run webinars from such major platform vendors as Webex, Citrix and LiveMeet- ing. Core capabilities delivered through the SalesFusion 360 platform include web activity tracking and monitoring (with alerts); email marketing; nurture marketing; lead scoring and capture; and event management. In addition, SalesFUSION offers a Microsoft Outlook plug-in and a solution called Web-to-Chat that allows sales teams to monitor website activity and engage with web leads in real-time. SAP www.sap.com “SAP is the world’s leading provider of business software, offering applications and services that enable companies of all sizes and in more than 25 industries to become best-run businesses…Unlike other CRM software, the SAP Customer Relationship Management (SAP CRM) application, part of the SAP Business Suite, not only helps you address your short-term imperatives – to reduce cost and increase your decision-making ability – but can also help your company achieve differentiated capabilities in order to compete effectively over the long term.” GS: SAP CRM is designed to deliver broad capabilities across sales, marketing, service, customer support, e-commerce, and IT functions. Key sales features include sales planning and forecasting; territory manage- ment; accounts and contacts management; activity management; opportunity manage- ment; quotation management and order capture; sales contract management; sales performance management; and sales analytics. The solution also delivers capabili- ties around partner channel management, business communications management, and real-time offer management. SAP CRM features a web channel as well as an inter- action center that supports telemarketing, telesales, customer service, and multifunc- tional shared service activities. Users can also benefit from the ability to integrate SAP CRM with other SAP applications and infrastruc- tures. In addition, the application is designed to support a number of industry-specific processes. Also noteworthy, in May 2010, SAP announced the acquisition of Sybase as part of its stated strategy to “unwire the enterprise” and improve smart phone access. Workbooks.com www.workbooks.com “Workbooks.com is one of the fastest growing providers of web based CRM and business applications designed specifically for small and mid-size organizations. Headquartered in the UK, our suite of products enables our customers to accelerate sales growth, improve marketing execution, streamline business processes and improve the quality of customer support they deliver. Workbooks offers two powerful CRM solutions: Workbooks CRM which provides the core CRM capabilities for marketing, sales and customer service functions; and Workbooks Business which extends to order tracking, fulfilment manage- ment, invoicing and contract management.” GS: Over the past six months, Workbooks. com has launched two significant releases of its CRM platform, which delivers sales force automation, marketing management and customer support tools.Released in October 2010, Version 3.0 saw the launch of the Workbooks’ API to third party developers. The first two API applications coming to market are the Microsoft Outlook Connector, which enables users to synchronize Outlook contacts, tasks and meetings with Workbooks, and Sagelink, which allows users to synchronize order and invoice information from Workbooks directly into Sage Line 50 for accounting functionality. The most recent Workbooks release, Version 3.1, launched in February 2011, features a new module for tracking and maintaining customer contracts as well as a number of new productivity features including click-to-dial and click-to-email functionality. Workbooks.com offers a business version of its CRM platform, as well, that offers the ability to create transaction documents.
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Relationship Management 24 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Zoho Corporation www.zoho.com “Zoho.com offers a comprehensive suite of award-winning on-line business, productiv- ity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software.” GS: In February 2011, Zoho Corporation announced an update to its CRM solution that makes it easier for users to track and manage customer projects. The update also enables collaboration across all teams involved in the prospecting process. The vendor launched a new application for email marketing, called Zoho CRM Sync for Constant Contact, in February 2011, as well as its accounting software for small and medium-size business- es – Zoho Books. In January 2011, Zoho announced integration with chat tool Zopim. The new functionality is designed to automati- cally pull contact information from Zoho CRM and allow users to engage in relevant, real-time conversation with prospects. In November 2010, it announced integration with Quickbooks. The vendor also announced the release of Zoho PhoneBridge, which connects a user’s telephone system/call center with Zoho CRM.
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Relationship Management 25 Note: This document is intended for individual use. Electronic distribution via email or by post- ing on a personal website is in violation of the terms of use. Entire content © 2012 Gleanster, LLC. All rights reserved. Unauthorized use or reproduction is prohibited. Headquarters Gleanster, LLC 825 Chicago Avenue - Suite C Evanston, Illinois 60202 For customer support, please contact support@gleanster.com or +1 877.762.9727 For sales information, please contact sales@gleanster.com or +1 877.762.9726 Lead Author Russ Maney Research Fellow Russ Maney previously served as a research analyst at Forrester Research, a strategy consultant at McKinsey and a marketing executive at P&G. He can be reached at russ.maney@gmail.com. Note: Research and analysis for the Vendor Landscape section was conducted by Gleanster research support staff. Related Research Other recently published Gleansight benchmark reports that may be of interest include: 7 Imperatives for Embracing Social Media in Sales Deep Dive: Measuring the Impact of Lead Nurturing on the Sales Pipeline Gleansight: Lead Scoring & Prioritization The Gleanster website also features Deep Dive analyst perspectives on these and other topics as well as Success Stories that bring the research to life with real-world case studies. To download Gleanster content, or to view the future research agenda, please visit www.gleanster.com. About Gleanster Gleanster benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions. Gleanster research can be downloaded for free. All of it. For more information, please visit www.gleanster.com.
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