The 10 best performing crm solution providers 2020

Vol 01 | Issue 06 | 2020
The
Best
PERFORMING
CRMSOLUTION PROVIDERS
2020
COOL LIFE
CRMHELPING CLIENTS TO MAKE BETTER
BUSINESS DECISIONS
Is Franchise A Proﬁtable Stroke Of Business?
Franchise Ecosystem
3 Remarkable Innovations in the
ﬁeld of Printing Bussiness
Editor’s Choice
David Cummings
Founder & CEO

CRM: A Software,
Helping Companies
to Increase
Profitability
ould you rather have an average business or a
Wsuccessful one? It is no surprise everyone would
choose a successful business. How can you
achieve that goal?
Implementation of new ideas and customer communication
can aid any business in improving customer experience &
building enduring relationships with clients. A handy CRM
solution offers business process automation capabilities that
will aid them in improving the efficiency and performance
of the companies.
CRM is a long-term strategy, when it comes to the field of
communication, with the primary focus on customers. The
main goal of CRM is to primarily focus on a better
understanding of the customer needs and identifying their
specific needs. CRM can have several positive long-term
effects like improving business relationships, progress
tracking, improvement in sales, and lasting cost savings.
Implementing the right CRM gives an edge over other
competitors. CRM is evolving quickly and is changing the
way we work and how we live. In addition to it, CRM is
learning to play a bigger role in social media. CRM enabled
Chatbot will guide sales and marketing departments
towards the right demographics and predictive behaviors
that will only increase the value of the CRM system.
With the increase in valuable productive time, teams spend
less time manually compiling business relationship data and
integrating complex information with other lines of
communication. Contact management software allows you
to track customer interaction giving a more enjoyable,
personalized customer experience to the clients.
Implementing CRM can help track all leads and marketing
campaigns to increase profits.
Editor’s Desk
CRM will improve the
company’s knowledge,
operation, interaction,
and impact it’s
profitability.

CRM is now the biggest and fastest-growing software
market, companies are adopting CRM across all
industries. CRM software worldwide grew 15.6% to
reach $48.2 billion in 2018, according to research from
Gartner, Inc. CRM remains both the largest and the
fastest-growing enterprise application in the software
category. Companies that aren’t adopting the most
influential software or thinking about how to add to
their customer experience are putting themselves at
serious risk of falling behind.
On this leading edge of responsive technology
Insights, Success enables The 10 Best Performing
CRM Solution Providers 2020 to improve the
effectiveness in communication. This platform is
especially useful for businesses that have long or
complex sales cycles requiring continual customer
connection.
Featuring our Cover Story- Cool Life CRM’s standard
platform allows clients to go beyond traditional CRM
and into the realm of Enterprise Resource Planning
(ERP), integrating with other systems and service
providers while improving the client’s workflow
experience. It is a collaborative system that enables
management to assess the status of customer prospects
without disrupting those interfacing with prospects,
promoting these end-users working together toward
common goals of customer acquisition.
Also, make sure to scroll through the articles written
by our in-house editorial team and CXO standpoints of
some of the leading industry experts to have a brief
taste knowledge of the sector.
Sourabh More

Editor’s Choice
3 Remarkable
Innovations in the
ﬁeld of Printing
Bussiness
Franchise Ecosystem
Is Franchise A Proﬁtable
Stroke Of Business?
ARTICLES
34
22
Cover Story
COOL LIFE
CRM
HELPING Clients
to Make BETTER
BUSINESS Decisions
08

Commence Corporation
Imparting Customizable
CRM Solutions
to Improve Business
Performance
EspoCRM
Helping Clients in
Increase Proﬁtability
When Effectiveness is the Key
Optimove
The Science-First Relationship
Marketing Hub
Leadership Column
Is the Single Brand
Dead in MPS?
Tech-Know Insights
What a tech CEO can
teach your business
about digital
18 24
38eWay-CRM 32
16 28

sales@insightssuccess.com
January , 2020
Editor-in-Chief
Co-designerSenior Sales Manager Business Development Manager
Marketing Manager
Technical Head
Technical Specialist Digital Marketing Manager
Research Analyst
Database Management Technology Consultant
Pooja M. Bansal
Managing Editor
Anish Miller
Executive Editor
Kaustav Roy
Assistant Editors
Jenny Fernandes
Rohit Chaturvedi
Visualizer
David King
Art & Design Director
Amol Kamble
Associate Designer
Kartik Balapurkar
Kshitij S Peter Collins
John Matthew
Sales Executives
David, Kevin, Martin, Avinash
Business Development Executives
Steve, Joe, Alan, VishalJacob Smile
Aditya Marry D'Souza
SME-SMO Executive
Prashant Chevale Frank Adams
Circulation Manager
Robert Brown Stella Andrew David Stokes
Asha Bange
Co-designer
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COOL LIFE
HELPING BETTERClients to Make
DecisionsBUSINESS
CRM
Cool Life CRM will improve your knowledge of
your operation, giving insight into areas that
need improvement and impact proﬁtability.
The
Best
PERFORMING
Solution Providers
2020

ool Life CRM was founded with the mission to
Cmake a low- cost customer relationship
management (CRM) system, easy to implement
and maintain. Such a system enables business owners to
streamline processes, allowing for swift intelligent
decisions to drive any business, regardless of size and
industry. The organization is a full-service business e-suite
that enables clients to configure their customer database
without the use of third-party consultants or programmers,
unlike SalesForce and other leading large-scale CRM
platforms.
Cool Life’s standard platform allows clients to go beyond
traditional CRM and into the realm of Enterprise Resource
Planning (ERP), integrating with other systems and service
providers while improving the client’s workflow
experience. Among the features Cool Life CRM offers are;
Ÿ Financial Industry Regulatory Authority (FINRA)
compliant
Ÿ Client-specific unique database
Ÿ Buy-Side Sell-Side functionality
Ÿ Business valuation process
Ÿ Advanced valuation process
Ÿ Project Management
Ÿ Customer relationship management CRM
Ÿ eMarketing suite
Ÿ Tasks and Action Management
Ÿ Email integration – (outlook, Gmail, etc.)
Ÿ Ability to implement articles and blogs
Ÿ Reporting (canned, custom, user-generated)
Ÿ Secure client-facing portal
Ÿ Screen manager
Ÿ Expanded API integration.
Catering Diverse Set of Verticals
Cool Life caters to a diverse set of verticals, from small
businesses to enterprise-sized companies with several
subsidiaries. The organization's strategy for building its
customer base is a targeted outbound strategy to generate
inbound leads, combined with a high-quality, informative
and attractive website, as well as social media, blogging,
and expos.
Cool Life’s system was created with versatility and
architecture based on a ‘no assumptions’ philosophy. As an

organization, Cool Life doesn’t anticipate knowing
everything a vertical or an individual may need. The
architecture is extremely flexible in adding or enhancing
features and functionality to accommodate any
requirements. The company’s mission is to significantly
streamline and organize its clients’ business processes,
improving on analysis of data via quality reporting, leading
to better marketing execution, instead of juggling one-off,
disconnected tasks.
Integrating Everyday Business Processes across Several
Divisions
Cool Life is a more advanced system, providing features
and functions that can integrate everyday business
processes across a company with several divisions. The
platform is especially useful for businesses that have long
or complex sales cycles requiring continual customer
connection. It also offers collaborative project management
tools, document management and archives, event
management, a Content Management System (CMS), email
campaign management, and more.
It is a collaborative system that enables management to
assess the status of customer prospects without disrupting
those interfacing with prospects, promoting these end-users
working together toward common goals of customer
acquisition.
Like its competition, Cool Life can be scaled globally as a
network, but what sets Cool Life apart is the ease of
scalability that it offers to modify or augment the system,
according to changing needs of the business. This brings an
immediate benefit, and avoids the time and expense
associated with the drudgery of hiring consultants, writing
business rules and modifying and testing code, as is so
prevalent with other CRM systems.
The Secret of a Happy and Committed Workforce
Workplace culture is a critical element in the company’s
success, and management strives for a happy and
committed workforce. Cool Life Several people began
working remotely when the organization moved to North
Carolina from New York. Cool Life’s user base enjoy
collaboration and communication across departmental
groups as each employee has the same access to the core
platform, whether it is sales, customer service or
programming, and the same is true at Cool Life – they
practice what they preach. Cool Life offers reimbursement
for education related to job or industry education. Senior
executives of the company have plans to roll out an options
plan to all employees shortly after the current fundraising is
complete.
The Dependable Skipper
As the Founder and CEO of Cool Life CRM, Inc., David
Cummings provided the leadership experience to assemble
a team of professionals who successfully launched the
company in 2003. Under David’s leadership, the Cool Life
team has developed a cutting edge “Cloud”-based product
Reach your audience directly with a properly
optimized website, Hoovers & LinkedIn connection,
and a call to action to use on whitepapers
and published articles.
Cover Story

that will rival any existing CRM based platform. From
there, the company evolved, with a carefully implemented
strategic plan, and with a design and development team that
created Cool Life’s subscription-based platform in 2016. It
now serves a market that has become much more
demanding, with more and more data and an ever-
increasing mix of media channels. On-demand Software-as-
a-Service offers real-time data, functionality, and reporting
that facilitates effective management of companies, with
quality customer information always available and
reporting that allows for good use of that data. Cool Life’s
approach keeps data integrity consistent throughout a
company’s user base, a critical advantage in today’s
communication-heavy world.
Staying Ahead of the Competition
Being a SaaS-based platform, Cool Life is now on the
leading edge of responsive technologies so that clients can
access their account from any device with an Internet
connection. The organization is currently in the final test
stages of a Cool Life app that will enable users to access
and manage their accounts without any Internet connection.
All the features and modifications on the app will be
updated automatically when the device reconnects to WIFI
or cellular service.
The Leader in Real-Time Effective Data
There are significant differences that separate Cool Life
CRM as a leader in real-time customer data.
Ÿ Every customer has a unique database -no shared
databases. Each customer’s data remain exclusively
owned by the client, guaranteed, unlike most of the
larger competitors in the industry.
Ÿ Cool Life’s customer cost of entry and ongoing
subscription offers exceptional value. At no time is the
customer in need of third-party programmers or
consultants for modifications or augmentation of needs
– unlike the leading providers within the industry.
Ÿ The platform allows the customer to establish a process
that fits their specific business model, needs, and
workflow. Cool Life’s competitors have a more
inflexible ‘template’ approach that lacks flexibility.

With these critical elements, the instant real-time data and
its reporting give business leaders accurate answers about
their customer base that result in effective decision-making.
In every business, time is money, and remaining
competitive in the CRM space requires on-point data for
swift decision making.
The Mantra of ‘No Assumptions’
According to the company, the experiences and requests
across several diverse verticals brought the company to its
mantra of ‘no assumptions.’ The platform architecture is
modular and object-oriented programming, making it easy
to execute new features, functions, or enhancements to the
base attributes of the system. This versatility is especially
vital to permissions implemented for access by for users,
where the data is controlled but also available across the
enterprise. Unlike the competition, Cool Life CRM enables
the client to modify their data structure on their own and
avoid excessive time and cost when hiring a certified third-
party consultant to complete the discovery on the existing
structure and process flows to determine the necessary
changes.
When it comes to versatility and flexibility, Cool Life CRM
responds to new requirements or integration better than
anyone. As a SaaS platform, the organization is
continuously enhancing the system and publishing the latest
enhancements regularly. Cool Life CRM often rolls out
improvements well before its clients even recognize the
need.
Client Testimonials
“We have been able to improve our effectiveness and
become more organized in our communication.” Walker
Morgan – Morgan Linen, Inc.
“By far, the best CRM value in the market. Ease of use and
customization makes it perfect for our firm.” Andrew Smith,
Houlihan Capital
“Keeps us organized, provides transparency to our
leadership on the sales team, drives revenue, a great
depository for all our data too!” Michael Yardley –
Dowling Hales Investment Banking
“The system has been easy to use with no problems.” Fr
Erik, Embrace Life Chiropractic
Cool Life CRM will improve your knowledge of
your operation, giving insight into areas that
need improvement and impact profitability.
Cover Story

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If you are an MPS provider, you may have realized the
“single brand from a single vendor” solution is falling
out of favor with end customers. So, what has changed
and is MPS a sustainable offering?
As of 2018, we are 20-years into the bell curve for MPS.
For many years, prospects were first time buyers who
viewed their environments as messy. Printers and copiers
were everywhere from different manufacturers and vendors.
Control was distributed among departments, Facilities, and
IT. Acquisitions methods were just as diverse and included
purchases, leases, contracts from local dealers and national
supplies resellers.
Print was a big mystery to customers. They had no idea
how many devices they had, how many pages they were
producing or how much they were spending. They needed a
clear picture of what they had and potential solutions. Then
they struggled with satisfying all stakeholders and gaining
consensus on a final solution. Projects were time
consuming, political and even risky for the project lead.
You played a valuable role as an MPS vendor. In the
customer’s eyes, you were the expert who taught them
something new and showed them a path forward. You
offered expertise and people to find out what they have
today and were able to develop a complex solution. The
journey took many months from concept to assessment to
proposal. You earned the role of trusted advisor so it was
only natural that the customer would see a “single brand
from a single vendor” as the best available solution.
Pricing changed. You wrapped up the solution into bundled
pricing that simplified costs for the end customer and
enabled you to shield pricing for hardware, maintenance
and supplies. After all, there were managed services
wrapped around all products so the customer agreed with
the bundled pricing format. Bundled pricing enabled you to
work with margins behind the curtain.
Come decision time, the customer realized that
Implementation would affect every user and the potential
cost savings put it near the top for cost-savings initiatives.
These two factors elevated the project to the most senior
management levels for approval and executive sponsorship.
The sales cycle got longer but the project became more
important to more people. The final result was often a case
study of successful transformation from a messy
environment to a lean, managed print environment.
So, what changed in recent years? The MPS market had
certainly matured. Customers had lived through the
transformation from unmanaged to managed. With the end
of their first MPS contract came a new perspective and
different buyer attitude. The customer was no longer sick
and in dire need of expertise. Their fleet was no longer
messy. Devices had been consolidated and processes
streamlined. Customers had clear visibility to what they
devices they had, how many pages they produced, and the
total cost of ownership. The mystery was solved.
Your role changed. In many cases, the customer was more
experienced in real-world MPS than your sales team. Sales
people struggled to teach customers something new,
something of significant potential value. Talk of potential
cost savings by switching vendors was no longer
compelling – the big savings had already been taken. The
MPS story from one vendor sounded the same as the other
IS THEIS THE
SINGLE BRANDSINGLE BRAND
Dead in MPS?Dead in MPS?
16 | January 2020 www.insightssuccess.com

vendor – in fact, the story sounded exactly the same as the
one told years earlier by their current MPS vendor.
Now the end customer was asking about your ability to
support their existing fleet, to do repairs and provide
consumables. The potential for placing your new hardware
was not clear. These new MPS opportunities felt like they
belonged more to the vendor service and inside sales teams
than to the account sales department. The customer was
now clearly in control and driving the sales process.
In the past few years, many dealers have exited the MPS
market and refocused on their traditional selling motions.
They found MPS operations different and costly. Sales reps
were harder to train and it took longer to get them hitting
quota numbers. So, like a rubber band, dealers re-focused
on their core competency. So, what does the future look like
for those dealers wishing to stay relevant in the MPS
market?
It is time to look inward to tackle five key obstacles to
growth and profitability in MPS:
• Redefine your value and how you will educate the
customer
• Define a strategy for pricing and supporting both OEM
and compatible supplies
• Justify managed services independent of products
• Learn how to participate in an open sourcing model
• Decide if a fragmented customer environment and
sourcing model is good business
The days of single brand and single vendor are gone.
Sourcing methods have changed dramatically for
everything – including print – and the pace of change is
accelerating. Vendors must rethink the value provided and
how to educate the customer. MPS vendors will still spend
months doing assessments and proposals only to be faced
with the purchasing process that would unbundle pricing
and force transparency to price by product category. The
decision then is can you re-invent your practice to enable
you to participate in this new arena and win – profitably.
Ben Harris is the Founder of
Harris Technologies, Inc. Ben
Harris enjoyed a 15 year career in
corporate sales, selling and
implementing large contracts to
Fortune 500 companies around
the country. In 2006, he decided to
begin a new journey, leaving the
big office and tie to start up his
own firm. After years of
perseverance and dedication,
Harris Technologies has become a
recognized leader in their space.
ABOUT THE AUTHOR
Ben Harris
Founder
Harris Technologies
Leadership Column
www.insightssuccess.com 17|January 2020

Imparting Customizable CRM Solutions
to Improve Business Performance
RM software can have a significant impact on the
Cperformance of a business, by automating and
streamlining the internal business processes that
impact how the company markets, sells and provides
services to customers. However, in order to realize the
maximum value from any CRM solution one needs to
complement the software with experienced sales, marketing
and service personnel. The challenge is that many small to
mid-size business cannot afford to hire these professionals
and struggle to implement the internal policies and
procedures to improve business performance. Commence
Corporation, a leading CRM software provider company,
has addressed this situation by coupling the software with a
highly experienced team of sales, marketing and service
professionals that help customers implement best practices
for improving the performance of their business.
Below are highlights of the interview conducted between
Commence and Insights Success:
Kindly take us through a detailed overview of the
company.
Founded in 1990, Commence Corporation has a rich history
of proving Customer Relationship Management software
(CRM) and business process automation tools to the small
and mid-size business community. The company’s success
over the past two decades has been driven by its ability to
deliver top rated business software coupled with best
practices that ensure that customers realize the maximum
value from its products. The coupling of a best in class
product with an array of sales and marketing enablement
services places Commence CRM head and shoulders above
the competition.
One of the key differentiators for Commence has been the
high degree of customization that its solution offers. Unlike
traditional cookie cutter CRM offerings that offer basic
functionality, and limited customization, Commence CRM
offers a comprehensive solution that rivals many higher end
products costing much more and it can be easily tailored to
meet unique business requirements. This has enabled the
product to be utilized in more than 35 different industries
and more than a dozen countries around the world.
In addition, Commence has an extensive support network.
Business partners and value-added resellers support
customers outside the United States while an experienced
team of sales, marketing and service professionals
employed directly by Commence Corporation support
customers in the USA.
How do you diversify your company’s offerings to
appeal the target audience?
Customers today are looking for more than most basic
CRM offerings can provide, but not the cost and complexity
associated with higher end products designed for large
organizations. Commence offers a robust CRM solution that
rivals higher end products costing much more but its
flexibility enables the solution to be tailored to address
industry specific requirements. Few companies can match
the functionality and flexibility of Commence CRM.
Give a detailed description of the CEO’s contribution
over the company and the industry.
Larry Caretsky, CEO of Commence Corporation, is
known as a passionate outspoken and highly competitive
chief with strong leadership skills. According to his biggest
assets—employees—he has instilled the philosophy that
Commence cannot be all things to all people, but that the
company has the knowledge and expertise to do one to two
things better than everyone else. “Let’s be an inch wide but
a mile deep,” says the steadfast leader. His leadership has
made Commence a formable competitor in the CRM sector.
From an industry perspective he is considered an expert in
the CRM sector and has written numerous articles about
how businesses can use CRM technology to improve how
The
Best
PERFORMING
Solution Providers
2020

they market, sell and provide services to their customers.
He has been nominated as one of the 40 Most Inspiring
Leaders in Sales Lead Management, written numerous
articles on the use of CRM software and is the author of an
e-book, Practices That Pay” Leveraging Information to
Achieve Selling Results.
Being a leading CRM solution provider, what has been
the company’s contribution in this ever-evolving sector?
For more than two decades Commence Corporation has
continued to introduce products and services that have
traditionally only been available and affordable to larger
corporations. By reducing the complexity of new
technology and providing the maintenance and support of
our products we have enabled small to mid-size businesses
to take advantage of state-of-the-art business solutions and
compete with the same technology larger corporations have
been using for years.
The services component of Commence Corporation’s
offering has been a significant win for the SMB community
as well. Providing business solutions alone does not ensure
that customers can take advantage of newer technology.
Commence provides the IT, sales and marketing services
these businesses require so that they can focus 100% of
their time growing their business and leaving the
management and maintainability of their CRM system to
the Commence experts.
Describe the experiences, achievements or lessons learnt
that has shaped the journey of the company.
The software industry has changed radically over the past
decade and the migration from on premise software
Why manage customer
relationships when
you can MASTER them
with Commence
CRM.
implementations to cloud computing has opened the door to
a number of challenges and new product and service
offerings. Customers today are move driven by the needs of
the user community then in the past where IT decisions
were traditionally made by the IT department. This has
caused Commence Corporation to restructure how our
product and services are delivered, supported and
maintained. It required a new set of skills for cloud
computing, different business partnerships and a restructure
of how our products are sold and implemented. The
company has successfully made this transition and is highly
touted for the quality of the products and services it
provides.
Kindly highlight company’s future endeavours and how
it is planning to expand globally?
Going forward, Commence will be introducing several new
services to the market in 2020. One will be a Sales
Enablement process whereby we assist customers in putting
together articles, case studies, customer testimonials and
competitive analysis so that their sales team is fully
prepared to immediately respond to questions, prospect
inquiries and competitive battles. It’s a new service targeted
at sales organizations that do not have this collateral in
place or sales management that needs assistance with this
process. We are also talking with companies that offer
artificial intelligence and we hope to integrate this
technology with our future product offerings.
Larry Caretsky
CEO

Printing
33Innovations
in the Field of
Printing
Business
In the year 1450, when Blacksmith Johannes Gutenberg
ﬁrst introduced a movable type press in the German
city of Mainz, a printing revolution had got erupted.
This invention encouraged more people to proliferate and
distribute their creative/informative ideas though printed
texts. Sooner, plethora of work related to literature,
religious scriptures, scientiﬁc papers, ontological treaties,
law texts among other started publishing out in the
European region which later got adopted globally at large
scale and helped individuals and others to promote/sell their
ideas.
This printing revolution still considered as one of the most
important event in the history of printing and for the
humankind as a whole. With the passage of time many
other inventions have been taken places that have boosted
the printing business at large.
Here we have enlisted some of the recent
developments that are worth mentioning, and
which are also considered as a turning point
for the arena of printing business.

environment friendly. In this technology, the ink is not
made of plastic and other damaging petroleum or fossil
fuels; instead ‘water’ here is act as the main solvent and
thus makes it an environment friendly printing technology.
Moreover, what are making this technology scalable and
popular are its other fascinating features famously includes
its fine print quality and affordability over the other
prevailing printing technologies.
Its solvents decrease the time and heat necessary to absorb
the ink film on fabric and instead of just spreading on the
outer layer of the fabric, its ink flow deep into the fabric
and create a much better look and ultimately a much better
end-user experience. Further, water based inks are thinner
and you can actually print with higher precision to give a
good texture as compared to thicker inks like plastisol.
Moreover, the increased softness and flexibility of water-
based prints have the potential to win customers heart every
time when they touch a fabric printed using this technology.
Many leading organization are considering this technology
over plastisol and it is just the matter of time before this
technology becomes an industry standard in the printing
business.
Conductive Ink:
Invention of conductive ink is one the greatest milestones in
the business of printing and it has the potential to change
thefuture of printing business as well.
What’s unique in this technology is its ‘ink’ which contains
conductive materials like silver nanoparticles or conductive
polymers which gives them the ability to conduct
electricity. This conductive (Silver) ink has multiple uses
today including printing RFID tags as used in modern
transit tickets, they can be used to improvise or repair
circuits on printed circuit boards as well. Although, this
technology is in early stage and its mainstream adoption
may probably takes several years but it is a promising
technique which can be effectively used in many different
applications including the creation of interactive posters,
billboards, and other advertising materials.
Interestingly, this technology also holds promise to play
sound just by touching a paper or connect you to your
phone app just by interacting with a poster on the wall that
is linked to the app. Moreover, it has the same capacitive
sensing technology that is present in modern day electronic
devices like tablets, smartphones among others.
Nano Printing:
3D printing has witnessed many remarkable breakthroughs
in recent years, Nano printing is one such innovation. Due
to this cutting-edge printing technology it is now possible to
print and integrate tiny components directly on to the
integrated circuits include micro-lenses onto photonic
circuits and deformable structures on MEMS actuators.
Interestingly, what was a dream some decades ago has
become a reality with this technology as it is now possible
to print microscopic objects with complex geometry and
sizes of nanometres to several millimetres. Such things can
be printed on a single printing step and that too on a scale
which was not possible before. Such innovative change of
on-printing brings new perspectives for developing nano
and microscopic 3D component in a hassle free manner.
Moreover, its application has significance in many vital
areas including Artificial Organs, Tissue Engineering, Stem
cell-based Regenerative Medicine and Therapy, Fabrication
of Nano Scale Devices among other. Customers also reap
huge benefit by utilizing this technology as it provides great
precision, stability, and support 3D custom design at large
scale.
How this Technology Works?
In this printing technology, Nanoscribe’s Photonic
Professional GT system uses the technique of two-photon
polymerization. In this process a laser gets expose to a
photosensitive resin by a high-numerical aperture objective
that too in a controlled trajectory following CAD design.
The interesting thing here is that the material gets solidified
only in the laser focused spot and thus allows printing the
exact 3D structure with submicron features. Such
advancements have expanded the use of this technique for
printing pre-manufactured circuits and opens new ways for
executing on-chip printing as well. Nanotechnology for
printing – is truly innovative as it alters materials at the
atomic and molecular level.
Water-based Printing:
Many printing technologies use inks made from harmful
chemical substances which creates negative impact on the
printer, wearer and the environment at large. Usage of harsh
chemicals and toxic waste also always keep various
regulatory agencies on vigil. Therefore, there was a dire
need of a technique which can do a fine printing by
minimizing the bad effects on environment at large. The
birth of water-based printing fulfilled that need.
The innovation of water-based printing has started a new
era in printing space which is hugely considered as
Editor’s Choice

Helping Clients in Increase Profitability
With the growing usage of internet, every business
nowadays is looking to automate their business
processes and operations. So, born Ukraine
based open source web application EspoCRM. The
company’s cloud-hosted solution provides its clients with
pre-installed and configured server software.
In an interview with Insights Success, the spokesperson of
EspoCRM has shared few valuable insights, which has
helped to shape the company’s path breaking CRM
solution.
Below are the highlights of the interview between Insights
Success and the EspoCRM’s spokesperson:
Kindly take us through a detailed overview of the
company.
Founded in 2014, EspoCRM is an open-source web
application that offers a wide range of various
functionalities to small and medium-size businesses. Being
currently utilized by more than 50 000 satisfied companies
and organizations throughout the globe, the platform is one
of the most intuitive, easy-to-use and affordable solutions in
the modern market.
The ultimate aim of the software is empowering your sales
and support teams with features that help to boost business
performance and efficacy. It assists companies in
systematizing customer data, provides powerful tools for
analytics and reporting, and substantially automates
business processes they deal with.
Could you throw some light on your mission and vision
statement?
When the company was founded right back in 2011, we had
a simple though revolutionary idea. We wanted to create
CRM software that will be flexible and adaptable to the
requirements of any business without the need for coding.
Having analyzed the trends and demands of the market, we
have started a complicated development process and after
years of hard work, we released the first version of
EspoCRM. Nowadays, we are proud to acknowledge that
our software is a perfect, cost-effective and fully adjustable
solution for the company of any type, size or budget.
How do you diversify your company’s offerings to
appeal the target audience?
EspoCRM can satisfy the requirements of both small and
large companies. Start-ups with a limited budget can start
with a free version encompassing all the necessary
functions, while large-scale enterprises may extend the
standard set of features by purchasing additional extensions.
Apart from that, any company can customize the system to
fit its specific needs by configuring layouts for different
views, changing application labels and message templates,
creating new and modifying the existing fields or entities.
Furthermore, the software can also be easily integrated with
third-party solutions via open API, which helps to automate
the data sync process and eliminates the risks of data loss.
What innovative measures has EspoCRM undertaken to
stay ahead of its competition?
EspoCRM can make boast of plenitude and variety of
features developed both for ordinary users and developers.
It offers a lot of effective extensions including BPM and
Workflows, advanced reporting, Google, Outlook and
MailChimp integrations, etc.
However, we understand how crucial it is to respond
quickly to the needs of the business environment. Believing
that perfection knows no limits, we are constantly
monitoring trends and tendencies of the modern business
market in order to incorporate them into our product.
How EspoCRM is upgrading itself with the volatile
technological advancement in order to offer disruptive
products or services?
Taking into consideration the demands of the ever-changing
marketplace, we invest a lot of time and resources into
The
Best
PERFORMING
Solution Providers
2020

upgrading and developing features for EspoCRM.
In the modern fast-paced world, the performance of the
software often takes precedence over the other factors. Due
to this, we have implemented the leading technologies to
increase the system’s performance by several times.
Another point that we take pride in is our simple and
intuitive interface that allows a new user to start utilizing
the software without previous training once the installation
is over.
Being a leading CRM solution provider, what has been
the company’s contribution in this ever-evolving sector?
EspoCRM provides small and medium-size businesses with
the opportunity to build a strong company with a sound
investment. For large companies, the software can serve as
a powerful tool for managing company’s business
processes.
Having created an advanced solution, we make complex
functionality more accessible and provide a premium
product either at an affordable price or free of charge.
Describe the experiences, achievements or lessons learn
that has shaped the journey of the company.
Possessing almost ten-year experience, we have understood
that in order to build a strong and successful company, one
requires plenty of components: hard work, experience,
knowledge and the courage of risk-taking. Another, perhaps
the most essential, constituent is the cohesiveness of the
team, the bonds that pull people towards the common aim.
EspoCRM can satisfy the
requirements of both small and
large companies. Start-ups with
a limited budget can start with a
free version encompassing all
the necessary functions, while
large-scale enterprises may
extend the standard set of
features by purchasing
additional extensions.
Only having all these “ingredients” mixed, you will
succeed.
Kindly highlight the company’s future endeavours. And
how it is planning to expand globally?
In the long run, our principal goal is to evolve the system to
meet its extensive roadmap and support the industry needs.
We are planning to offer our customers more business
process automation capabilities that will aid them in
improving the efficiency and performance of their
companies.
About the Leader
The platform is being continuously developed under the
leadership and guidance of Taras Machyshyn, the
company’s CEO and Co-founder. He has worked for over
11 years as a software developer. Possessing an enormous
amount of invaluable experience in the field of business
software, Taras is actively involved in the process of code
development, implementation of new ideas and customer
communication. He believes that a handy CRM solution
can aid any business in improving customer experience and
building enduring relationships with clients.
Taras Machyshyn
CEO and Co-founder

What a tech CEO can
teach your business
about digital
Pam Bateson is an expert coach and
mentor in business, training others to
Masters level qualiﬁcations and
supervising coaches. She has worked
within the healthcare, retail, hotels,
construction, media, agencies, education
and public sector. She specialises in
Coaching, Mentoring, Employee
Engagement, Change Management,
Learning and Development and
Organisational Design. She has worked
with all levels in organisations from
graduates to the CEO. She has
designed change programmes that
connect projects, outcomes, training and
coaching. The performance outcomes
have been outstanding. She is CEO
and Co-founder at Thrive Partners.
About the Author

am Bateson set up Thrive
PPartners, an on-demand
coaching company, three
years ago. In this article, she
shares her point of view on how
important humans are in a more
digital world, what she’s learned
as a tech CEO, and what this
means when you’re looking to
use tech in a way that’s both
disruptive and works for
customers.
Tech-Know Insights
Pam Bateson
CEO & Co-founder
Thrive Partners

In October 2015, I gave up a successful
career as a management consultant and
coach to set up Thrive Partners. Lots of
people thought I was crazy. I was
approaching 50, with two children still
at home. But for the decade running up
to that decision, I’d been thinking
about a better way to deliver coaching
– supported by digital, to share more
widely the coaching tools I’d used to
help clients for many years.
This was the business I set out to build
three years ago. Today, we’re working
with 25 clients on five continents –
delivering our own brand of
on-demand coaching, backed with
insights for the whole business. The
learning curve has been steep –
particularly for someone who, by their
own confession, didn’t have a lot of
experience in learning technology. So
here, I wanted to share some of the
things we’ve learned – and what it
might mean for your business.
Dream big
I didn’t really set out to build a
business that would be considered
disruptive, but my background as a
lean engineer and coach did mean that
we ripped up the rulebook when it
came to the coaching industry. We
scrapped the idea that you needed to
meet face to face, and that sessions had
to last an hour, or even two hours. And
we made it a lot easier for people to
access a coach to answer the questions
they had there and then – increasing
access so people could chat to an
expert within an hour.
Working with my co-founder, we then
rebuilt the industry by asking the
biggest questions we could imaging.
What if we could make coaching
available to whole organisations? What
if we could get listening as valued as
speaking? And what if we could help
organisations learn as quickly as
individuals?
I found these questions irresistible:
I wanted to do for coaching what Uber
had done for getting a taxi, Netflix had
done for home entertainment, and
Tinder had done for dating. It’s these
The whole-system insights we
produced has helped to make sales
processes smoother, improved
communications and created more
opportunities for people to learn.
Keep it human
With suicide being the biggest killer of
men under 45, loneliness sweeping
through developed economies in
epidemic proportions and a third of all
young people suffering from anxiety,
I strongly believe that we have a duty
to keep talking to each other as a
society.
We believe that keeping the art of
conversation alive in this digital age is
essential; only humans can master
creativity, empathy, humour and
imagination in a way that’s compelling.
Information is everywhere, so we’re
using technology differently – to offer
real human experiences at scale, at any
time of the day, whenever our clients
need a conversation, for everything
you can’t Google.
And what of the future? Curiously,
even the structures of artificial
intelligence and machine learning look
set to mimic human patterns. It’s still
early days, but leaders in this space
talk of ‘deep learning’ with AI – by
layering up different tools that connect
in the same way as our brain’s neural
networks.
And so, the next three years?
My recent experiences have led us to
ask even bigger questions than we did
to begin with – which I suspect will
lead to our next irresistible set of
adventures! What if we could
transform learning management
systems into learning ecosystems?
What if any community of learners
could connect with any community of
teachers? And what if a better
understanding of outcomes from
learning could help both individuals,
organisations and society to thrive?
I for one believe there are exciting
times ahead.
big dreams that have galvanised our
success in the last few years – and
which has set us in the right direction
for the future.
Build for modern users
Despite big dreams, we’ve also made
our fair share of mistakes! A lot of
them mistakes happened when we took
our attention away from our end
customers. It sounds obvious to see it
there on the page. But it can be easy to
lose sight of the customers that matter
most, especially when, as a tech CEO,
sometime we get preoccupied with a
shiny piece of new technology.
So, what to consider first when it
comes to users? The main thing to bear
in mind is that they expect experiences
that are easy and fast to access – a shift
brought about by what we call the
‘Amazon Prime Mindset.’ In this era,
clunky user experiences reduce the
chances of uptake of services. In short,
if your technology can’t match or
exceed the quality of digital experience
people get in their everyday lives, then
you’ll need to go back to the drawing
board.
Create wins for the many
So, if users come first – who else can
we harness the power of technology
for?
Our answer? Everyone else in the
system.
Early on in the development of our
MyThrive platform, we realised that
delivering digitally would enable us to
do more than just scale and facilitate
coaching in global organisations; it
would also mean we could spot trends
and patterns within communities of
users, in organisations or society at
large. Just as carefully listening has a
powerful and transformative role in
one-to-one coaching conversations,
carefully listening to and analysing
anonymised version of the
conversations we host has a powerful
and transformative role within whole
organisations.

When Effectiveness is the Key
CRM is a quite long-term strategy, when it comes to
the field of communication, with the primary focus
on customers. The main goal of CRM is to
primarily focus on better understanding of the customer
needs and identifying their specific needs. Taking this
significance of CRM into consideration, eWay-CRM was
incepted to provide the best in class CRM solutions.
In an interview with Insights Success, Jan Lalinsky the
CEO and Co-founder & Roman Stefko, CTO and Co-
founder share valuable insights which eventually paved the
way of success for the organization.
Below are the highlights of the interview.
Kindly take us through a detailed overview of eWay-
CRM.
We are a team of determined professionals from all around
the world sitting in Prague and Kansas City.
We focus only on eWay-CRM, a CRM tool for Microsoft
Outlook. For more than 10 years, we have been helping
companies in managing their sales, projects and customers.
Our strong focus gives us the opportunity to do one thing
and do it well.
We have thousands of users from individuals to
multinational corporations. We are not industry oriented and
such a broad range of various kinds of clients helps us get
the best from different areas and offer a flexible product.
Our customers come from different parts of the world.
Mainly from the United States and Canada, but also from
European countries such as United Kingdom, Czech
Republic, Germany, Slovakia, etc. We have clients in Asia
and Australia too, but we tend to keep our focus on the
North American and European market.
This orientation forces us to work in different time zones in
order to make sure that all customer requests are being
properly handled.
Our product was originally created in our parent company
MEMOS Software as a custom-made software for an
international team of lawyers. They needed to keep their
matters under control and sort all communication history.
As they work with Outlook, they insisted to keep the
software as an Outlook addin. This is how eWay-CRM 1.0
was born. Soon, our parent company realized the potential
of such a product and they turned it into a complex CRM
software.
Could you throw some light on your mission and vision
statement?
®
eWay-CRM helps companies worldwide be truly effective.
We have been determined in following this mission for
more than 10 years.
®
That is also why eWay-CRM is embedded straight into
Microsoft Outlook. This way, we are able to transform the
well-known Outlook environment into a full-featured CRM
tool for managing clients, sales, and projects. Moreover,
you can create professional bulk e-mails.
How do you diversify your company’s offerings to target
the audience?
Our product is integrated right within Microsoft Outlook.
There are plenty of great web-based competitors, but we
believe, that people need one great and effective tool. Since
most companies use Microsoft Outlook, we decided to
embed eWay-CRM right into it.
What innovative measures has eWay-CRM undertaken
to stay ahead of its competition?
We understand that every business is unique. Often, two
CEOs of different companies from the same industry run
their businesses differently. We believe that a software
should adjust to company needs and not the opposite. This
is why we made eWay-CRM extremely flexible.
With the level of customizations, we are able to compete
biggest players at a reasonable price. We provide large
database of tutorials and if customers don’t have time to set
up eWay-CRM by themselves, we provide a team of highly
experienced consultants who do it for them.
How is eWay-CRM upgrading itself with the volatile
technological advancement in order to offer disruptive
products or services?
The
Best
PERFORMING
Solution Providers
2020

We focus on customers who want a CRM that works and not
the most modern geeky gadget. If somebody wants a shiny
nice-looking product, they go somewhere else. We are chosen
by professionals who know what they want and look for, i.e.
something that will help them keep their agenda under control.
Therefore, we carefully consider what new features we implement and
what technologies we use.
At the same time, we listen to our customers, to their needs, and try to stay on
top of new challenges. We understand these days sales reps and project managers
work differently, they need to work from anywhere and from any device that is by
hand. This is why eWay-CRM comes with mobile apps for Androids and iOS. Also, we
are working hard on a web-based interface. We want to deliver a user friendly and
accessible platform.
Being a leading CRM solution provider, what has been the company’s contribution in this
ever-evolving sector?
The market is full of single purpose web CRMs that are easy to use but can’t grow with you. eWay-CRM
is different. eWay-CRM can grow with you. Since we have experience with individuals along with
multinational corporations, we know what challenges a company faces when growing. We decided to make a product that is
simple to use if you are a small business, yet complex when you need it. This is what makes us unique.
Describe the experiences, achievements or lessons learned that have shaped the journey of the company.
The biggest lesson learned is that your time is limited, and we can’t meet everyone’s requirements. As a small start-up, we
very often used to build customized features one or two customers could benefit from. We got the deal, but our developers got
stuck with – let’s be honest – not that great features. As a result, we couldn’t focus on something that everybody could
benefit.
One day, we woke up 10 years later and realized that we spent too much time working on useless things and working with not
the right people. We got out of our way. We had to take a couple of unpleasant steps and make painful decisions, but we were
able to get back to our track.
The lesson learned is – keep your vision, trust yourself and don’t step aside. Your time is limited. Every second matters.
About the Leaders
Jan Lalinsky is the company CEO and co-founder. His role is to form the vision and overall direction along with making it
come true. He focusses on the business development, marketing and people management. He makes sure that heads of all
departments are on the same page and on track in order to deliver healthy and sustainable company growth.
Roman Stefko is the company CTO and co-founder. He is responsible for the product development and all other technical
challenges (incl. eWay-Cloud, security, internal infrastructure and much more). As a former developer, he has deep
knowledge of IT which helps him challenge anything.
eWay-CRM is an Outlook
integrated CRM software that
helps customers manage their
customers, sales and projects.
Roman Stefko
CTO & Co-founder
Jan Lalinsky
CEO & Co-founder

IS
A PROFITABLE
STROKEOF BUSINESS?
Technology, technique—name it,
the world has bestowed some
remarkably adaptive
implications and stimulated them into
becoming a global brand. Yet, many
organizations are striving to attain the
full benefits of being a globally
recognized brand. To stretch out
confinements, various organizations
often offer franchise licenses to
franchise owners in potentially
profitable regions for acquiring a better
customer approach. Instead of starting
from a scratch, an individual can
purchase a franchise and start with a
proven business model that has a more
probability of achieving success.
With adequate management and
guidance, one can easily flourish in the
business world. Franchise business
strikes down certain hardships and
struggles that might be faced in the
start-ups. Choosing franchise
FRANCHISE
Franchise Ecosystem

businesses over a start-up could prove
as a better idea, as it has more fruitful
benefits that of any initial-staged
businesses.
An Established Open System
Unlike any start-ups, a franchise
business allows an individual to carry
out the operation directly from the
established foundation. From brand
cultivation and marketing to future
plans and customer base, a new
franchise owner is blessed with almost
everything. An outlet of a franchise
ensures the idea of following the
similar business modules and
operational methods can be more
effective. And, implementing some
new tweaks in such absolute aspects
makes the task easier for a distributor.
In addition, it also allows professionals
to overview the business reports and
key performance indicators which aid
compassion over choosing a franchise
which is more suitable with a
purchaser’s business ethics. This
reduces the risk of being dominated by
franchisors and other investor entities
and helps in drafting own rules to
follow on.
Though a franchise comes with a well-
established platform, it does require
consistent efforts on bringing the
organization upwards. According to
various reports and facts, it has been
also stated that the success rate of
franchise business is quite higher than
an independent entrepreneurial
venture. As franchisees operate under a
systematic business model, they get an
indirect training in marketing as well
as staff handling. With a large-scale
marketing, the franchisees can
promptly attain more customer
attraction resulting into a higher
growth rate.
one to adapt and make appropriate
business decisions. Besides, a strong
support system is often a necessity
rather than a want. It supports an
individual in maintaining balance
between both independent ideologies
and the brand’s business modules. The
support mostly includes the vast
knowledge about the franchise and an
expertise outlook on products. With
such system, many new business
personalities can perpetually sustain in
the massive markets.
Less risk factor and Higher Success
Rate
One of the primary concern factor and
the misconception in franchise
business lies within the limitation of
autonomy. Unlike individual
enterprises, a franchise business might
be facing some problems regarding
receiving a full scale autonomy which
can be overruled thereafter. It requires

Instant Customer Access
Customer engagement is one of the
most crucial and difficult processes in a
business to bear. To gain more number
of customers, an organization has to
invest their time and efforts on
processing various marketing aspects.
In case of franchise business, the odds
are quite similar but with fewer efforts.
As most of franchise brands have a
national or a global recognition,
franchisees are required to contribute
into a “marketing budget” through
which the parent companies could
process out an extensive promotion
campaigns. Meanwhile, franchisee can
also start an independent campaign in
order to gain instant customer
engagement.
Below are some methods through
which franchisees can uplift the
business, independently.
Focusing on target audiences—instead
of exaggerating over customer
approaches, one can narrow down the
target audiences to highly qualified
prospects. It allows business owners to
concentrate and come up with best
prospects to deliver.
Return-policy—being the most
traditional and effective way to attract
customers, utilizing return-policies in
franchise business will aid the
franchisees to get better customer
approach. Providing something in
return and offering various schemes
helps in creating an adverse marketing
network.
How Franchise Business works?
Quite a few requirements are needed to
be fulfilled by a prospective franchisee
owner in order to get qualified for
licensing the brand’s name. The
qualification requirements significantly
vary from one franchisor to other. It
often includes maintaining a higher net
worth and a good credit score for a
larger initial investment. In addition, a
franchisee must be having another
source of income also an
industry/management experience for
guiding business effectively.
Subsequently considering all the
factors, the franchisor determines
whether the prospective owner is
worthy enough to be qualified for the
business or not.
A Franchise agreement includes certain
sets of terms which are required to be
followed by the franchisees. After
being qualified, an individual signs an
agreement where he/she has to pay a
franchise-fee in order to acquire the
license to use the brands name and its
business processes. Simultaneously,
the franchisor assists franchisees with
allocation, supplier connections, store-
management and staff training.
However, it also bestows various facets
like specific tested operating system,
with creative marketing strategies.
Initially, the opportunities of
implanting reinvention in franchise
business are narrowed down as the
focus of a franchiser is on delivering a
consistent experience across all the
locations. A multiple franchised
locations, a franchisee can easily attain
increased purchasing power. Also,
Franchise business allows business
persons to be flexible to try new
products or services in order to test in
the real-time market scenario. Thus by
considering above aspects, it can be
concluded that the franchise business is
most secure and best option to
invest in.

The Science-First Relationship Marketing Hub
Optimove’s mission is to help marketers drive
measurable growth by autonomously
transforming customer data into actionable
insights. The company’s unique technology suite enables
the smart orchestration, measurement and optimization
of highly personalized multi-channel campaigns, at
scale, resulting in improved customer experience,
retention and lifetime value. Optimove is used by
hundreds of leading brands of all sizes, including
Staples, Deezer, GVC, Family Dollar, Groupe Dynamite,
Paper Source and Sweaty Betty. Optimove employs over
250 people in its United States, United Kingdom,
Singapore, and Israel offices.
The company was founded and operated as a bootstrap
company from 2009 to 2016, when it received 20M in
growth funding. Optimove generated growth and profit
from the day of its inception to present day, thanks to its
smart and talented employees who continuously raise the
bar on innovation and solutions. As a company,
Optimove is proud to have been included in Gartner’s
Magic Quadrant for the past few years, and in the
Forrester’s Wave for the first time in 2019.
Helping Clients Gain Insight
Optimove aims to help its clients understand their
customers, while using advanced predictive analytics
models to foresee trends and behavior. As a company,
Optimove practices what it preaches. The organization is
constantly evolving and developing in order to offer its
clients the best technological solutions for their
marketing needs. Optimove is a company that thrives on
Pini Yakuel
Founder & CEO
The
Best
PERFORMING
Solution Providers
2020

learning and perceives every employee to be both a
teacher and a student. That part of Optimove’s DNA is
translated into its constant quest for better, faster
solutions, developing stronger relationships, and creating
new products to assist its clients.
The Knight
Pini Yakuel- founded Optimove in 2009 and has led the
company, as its CEO, since its inception. With two
decades of experience in analytics-driven customer
marketing, business consulting and sales, he is the
driving force behind Optimove. His passion for
innovative and empowering technologies is what keeps
Optimove ahead of the curve. He holds an MSc in
Industrial Engineering and Management from Tel Aviv
University.
Always Ahead of the Curve
Optimove prides itself on innovation. A most obvious
example would be the Self-Optimizing Journeys that
maximize customer lifetime value by autonomously
identifying all the campaigns a customer is eligible for,
evaluating all journey possibilities, probabilities and
potential gains, and serving the next-best-action for each.
Another example is Optimove’s database infrastructure,
enabling brands to access their always up-to-date unified
customer data, share it with internal systems and teams,
include it in proprietary models, and use it to create
bespoke customer attributes.
Aiming to Innovate
Optimove constantly aims to upgrade its own technology
and products, as well as its own service. In that respect,
the company harnesses the power of AI and Machine
Learning for Self-Optimizing Journeys, in which the
customer’s journey is virtually managed. This means that
With a CDP at its core, the
Optimove solution is built on
the notion that every customer’s
behavior is different, dynamic
and multi-faceted.
prioritizing campaigns in marketing is no longer a
complex issue. It’s a non-issue.
In terms of upgrading Optimove’s level of service, it has
initiated migration of its data integration, transformation
and sharing processes to Snowflake’s Cloud Data
Warehouse. Combining Optimove’s sophisticated data
calculations and transformations with Snowflake’s
scalable cloud-based infrastructure, will provide
Optimove users with faster, direct access to their single-
customer-views and predictive analytics.
Empowering Clients
The Optimove software orchestrates the automated
execution of all pre-scheduled and activity-triggered
customer communications, over a wide range of
marketing channels, putting a true multi-channel
personalization powerhouse at the tips of marketers’
fingers. The Optimove relationship marketing hub
empowers marketers to target, manage and refine
hundreds of granular, homogeneous customer segments,
increasing customer satisfaction and engagement – and
maximizing customer lifetime value.
When Global Expansion is Just a Matter of Time
In recent months, Optimove has penetrated APAC,
opening a Singapore office and employing
representatives in India. Optimove has multiple clients in
the region, for whom it aims to provide fast and effective
means to increase their growth. The company is also
strengthening support for additional verticals.

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The 10 best performing crm solution providers 2020

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