Profiles of the leading CRM Vendors

1. TOP 40
CRM SOFTWARE VENDORS
REVEALED
2011 Edition
Profiles of the Leading CRM
Software Vendors
For more information, visit
Business-Software.com/CRM

2. CRM Solutions CRM Solutions
For businesses of all sizes, acquiring, retaining, and supporting customers is more What is On-Premise CRM?
challenging than ever before. Activities that were already complex have become highly- On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer
complicated, multi-faceted workflows and procedures that are difficult to coordinate, relationship management application that is housed at a client’s location, and managed
track and manage. Marketing teams must plan and develop an increasing number by its own employees. Internal IT personnel are responsible for installing all hardware
of sophisticated campaigns, and deliver them through multiple mediums. Sales reps and software components, integrating the solution with existing systems, deploying it
must follow-up on hundreds of new leads, while juggling existing sales cycles. Support to end-users, and storing all related data. System administration, upgrades, and other
staff must rapidly resolve a growing volume of customer problems and issues. And, routine maintenance are also performed by IT staff.
management must oversee customer-facing operations across all departments, and
ensure that all client interactions are handled in a responsive and professional manner. What is Mobile CRM?
A mobile CRM application is a powerful, full-featured software solution that allows field
Customer relationship management (CRM) systems has emerged as a way for workers – such as sales representatives, service staff, and support teams – to access
businesses to streamline customer-related processes across functional areas, increase and interact with customer data while they’re on the road. Using cell phones, Blackberry
the efficiency and effectiveness of customer transactions at all levels, and optimize devices, Windows Pocket PCs, and other Web-enabled handheld appliances, users
service quality at each touch-point. Within the CRM world, there are many types of can retrieve and update customer-related information from back-end systems, manage
solutions, each having their own flavor, and each meeting different business needs. opportunities and jobs, process orders, check inventory levels, and much more, just as
easily as if they were in the office.
What is Enterprise CRM?
Enterprise customer relationship management is a family of tightly-integrated Key Benefits of CRM Solutions for Your Company
applications that span both front- and back-office operations throughout a company. CRM solutions can help your business enhance the way it interacts with and services
These solutions – which include sales force, marketing, contact center, and help desk customers through multiple channels and divisions. With a CRM suite, you can
automation systems – seamlessly coordinate and consolidate the disparate, repetitive deploy company-wide best practices, implementing consistent, effective, and efficient
processes and silo-ed data that often exist across multiple customer-facing business processes across departments and business units, to ensure a positive end-to-end
units. With enterprise CRM, all sales, marketing, service, and support staff can share experience for your customer.
information and work in synch to build stronger, more profitable customer relationships.
What is Hosted CRM?
Hosted CRM, also known as on-demand CRM, provides a simpler, faster, and more
affordable way for businesses to take advantage of powerful technology tools that
streamline and automate the way customer interactions are managed across touch-
points. With hosted CRM, all hardware and software components are purchased,
installed, tested, and maintained by a third-party hosting provider at a remote site. The
hosting service provider also stores and manages all customer-related data. Companies
need nothing more than a standard Web browser to access and utilize the CRM
application and its features.
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3. About the Report Vendor Matrix
Our Goal
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Business-Software.com’s Top 0 CRM Vendor report is intended to be used as a guide
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to help end-users in their vendor selection process. Given the wide array of CRM
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vendors currently in the marketplace, Business-Software.com helps users navigate
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this universe by categorizing the top CRM 0 vendors by functionality, delivery model,
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customer focus, and other criteria. In addition to including an “at-a-glance” matrix that
compares the top 0 CRM vendors and vendor category lists, Business-Software also Company Name
presents high-level summaries for each of these vendors to help end-users identify 1 NetSuite x x x x x x x x
which best meet their specific business requirements. 2 SAP x x x x x x x x x
Maximizer x x x x x x x x
Pivotal (CDC Software) x x x x x x x x
Types of CRM Vendors Microsoft Dynamics x x x x x x x x x x
The landscape of CRM vendors is wide and varied. Some vendors are focused on 6 Salesforce.com x x x x x x x x x
the entire enterprise solution, while others have specific functional specialties such as 7 Sage x x x x x x x x x
Marketing Automation or Customer Service. Some vendors offer solutions that are more 8 Adapt CRM x x x x x x
9 Amdocs x x x x x x x
ideally suited for small or medium-sized businesses while others are optimal for large
10 AppShore x x x x
organizations. Some vendors offer a monthly-subscription model (SAAS – “software
11 Avidian Technologies x x x x x
as a service”) while others price based on number of seats. Lastly, some have an on- 12 C2CRM x x x x x x x x x
premise solution while others are hosted on the web. Depending on an organization’s 1 ClaritySoft x x x x x x
specific needs, there will be one or more vendors that will be deemed more suitable. 1 coAction x x x x x
16 Consona x x x x x x x
17 Eloqua x x x x
Report Contents
18 eSalesTrack x x x x x x x
We’ve organized the contents in this report to best facilitate the research process. The
19 FrontRange x x x x x x x x x
report is organized in the following way: 20 Infor x x x x x x x
1) Vendor Matrix – includes an “at-a-glance” matrix that lists the vendors by row and 21 Infusion x x x x x
various categories by column 22 InsideSales.com x x x x x
2) Vendor Categories – includes list of vendors by different categories 2 Ivinex x x x x x x
2 Kana x x x x
) Vendor Profiles – includes a high-level profile for each of the 0 CRM vendors in the
2 Landslide x x x x
report 26 Marketo x x x x
27 Oncontact Software x x x x x x x
In Summary 28 Oracle x x x x x x x x x x
The vendors highlighted in this report represent the top companies in the CRM space 29 Parature x x x x
0 Commence x x x x x x x x
and are categorized by different criteria. We hope you will find this report a useful
1 RightNow x x x x x x x x
research tool as you begin to narrow your search for the right CRM vendor that meets
2 webCRM x x x x x x x x
your business needs.
© 2011, Business-Software.com. All Rights Reserved. Reproduction Prohibited. © 2011, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

4. Vendor Matrix Vendor Categories
Suite Marketing Customer Service
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1 NetSuite 1 NetSuite 1 NetSuite
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Maximizer Maximizer Maximizer
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Pivotal (CDC Software) Pivotal (CDC Software) Pivotal (CDC Software)
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Microsoft Dynamics Microsoft Dynamics Microsoft Dynamics
Company Name 6 Salesforce.com 6 Salesforce.com 6 Salesforce.com
VAI x x x x x x x x 7 Sage 7 Sage 7 Sage
Salesnet x x x x 8 Amdocs 8 Adapt CRM 8 Adapt CRM
SalesNexus x x x x 9 C2CRM 9 Amdocs 9 Amdocs
6 Soffront x x x x x x x 10 Consona 10 AppShore 10 C2CRM
7 SugarCRM x x x x x x x x 11 eSalesTrack 11 C2CRM 11 Chordiant
8 Surado CRM x x x x x x x x x x
12 FrontRange 12 ClaritySoft 12 Consona
9 Tracker-RMS x x x x x x x
1 Infor 1 Consona 1 eSalesTrack
0 Workbooks.com x x x x x x x
1 Oncontact Software 1 Eloqua 1 FrontRange
1 Zoho x x x x x x
1 Oracle 1 eSalesTrack 1 Infor
16 Commence 16 FrontRange 16 Infusion
17 RightNow 17 Infor 17 Ivinex
18 VAI 18 Infusion 18 Kana
19 Soffront 19 Marketo 19 Oncontact Software
20 SugarCRM 20 Oncontact Software 20 Oracle
21 Surado CRM 21 Oracle 21 Parature
22 Workbooks.com 22 Commence 22 Commence
2 Zoho 2 RightNow 2 RightNow
2 webCRM 2 webCRM
2 Soffront 2 Soffront
26 SugarCRM 26 Sugar CRM
27 Surado CRM 27 Surado CRM
28 Tracker-RMS 28 Tracker-RMS
29 Workbooks.com 29 Workbooks.com
0 Zoho 0 Zoho
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5. Vendor Categories Vendor Categories
Call Center SFA Hosted On-Premise
1 SAP 1 NetSuite 1 NetSuite 1 SAP
2 Pivotal (CDC Software) 2 SAP 2 SAP 2 Maximizer
Microsoft Dynamics Maximizer Microsoft Dynamics Pivotal (CDC Software)
Salesforce.com Pivotal (CDC Software) Salesforce.com Microsoft Dynamics
Amdocs Microsoft Dynamics Sage Sage
6 C2CRM 6 Salesforce.com 6 AppShore 6 Adapt CRM
7 FrontRange 7 Sage 7 Avidian Technologies 7 Amdocs
8 Infor 8 Adapt CRM
8 C2CRM 8 Avidian Technologies
9 InsideSales.com 9 Amdocs
9 ClairtySoft 9 C2CRM
10 Oracle 10 AppShore
10 coAction 10 ClaritySoft
11 RightNow 11 Avidian Technologies
11 Eloqua 11 Consona
12 webCRM 12 C2CRM
12 eSalesTrack 12 FrontRange
1 Surado CRM 1 ClaritySoft
1 Infusion 1 Infor
1 coActoin
1 InsideSales.com 1 Kana
1 Consona
1 Ivinex 1 Oncontact Software
16 eSalesTrack
17 FrontRange
16 Landslide 16 Oracle
18 Infor 17 Marketo 17 Commence
19 Infusion 18 Oncontact Software 18 VAI
20 InsideSales.com 19 Oracle 19 SugarCRM
21 Ivinex 20 Parature 20 Surado CRM
22 Landslide 21 Commence
2 Oncontact Software 22 RightNow
2 Oracle 2 webCRM
2 Commence 2 VAI
26 RightNow 2 Salesnet
27 webCRM 26 SalesNexus
28 VAI 27 Soffront
29 Salesnet 28 SugarCRM
0 SalesNexus 29 Surado CRM
1 Soffront 0 Tracker-RMS
2 SugarCRM 1 Workbooks.com
Surado CRM 2 Zoho
Tracker-RMS
Workbooks.com
6 Zoho
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6. Vendor Categories
Enterprise Mid-Size Small www.netsuite.com | info@netsuite.com | 60-627-1000
1 NetSuite 1 NetSuite 1 NetSuite
2 SAP 2 SAP 2 Maximizer
Maximizer Maximizer Microsoft Dynamics HigHligHts
Pivotal (CDC Software) Pivotal (CDC Software) Salesforce.com * The #1 web-based accounting system with over 6,600 customers worldwide
Microsoft Dynamics Microsoft Dynamics Sage * Anytime, anywhere access, and reduced technology costs with SaaS
6 Salesforce.com 6 Salesforce.com 6 Adapt CRM * NetSuite receives ISM’s Top 15 CRM Software Award in 2009
7 Sage 7 Sage 7 AppShore * NetSuite Inc. receives 2009 CRM Excellence Award from Customer Interaction
8 Amdocs 8 Adapt CRM 8 Avidian Technologies Solutions Magazine
9 C2CRM 9 Avidian Technologies 9 ClaritySoft
* Software Satisfaction Awards 2008: Best Enterprise CRM Software and Best Mid-
10 Consona 10 C2CRM 10 coAction
Range CRM Software
11 Eloqua 11 ClaritySoft 11 eSalesTrack
12 FrontRange 12 coAction 12 FrontRange
1 Infor 1 Consona 1 Infusion
OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
1 Ivinex 1 Eloqua 1 InsideSales.com
Public - NYSE: N San Mateo, California * NetSuite
1 Kana 1 eSalesTrack 1 Ivinex
* NetSuite CRM +
16 Landslide 16 FrontRange 16 Oracle
17 Oracle 17 InsideSales.com 17 Commence FOuNdEd: BuSINESS MOdEl:
18 Parature 18 Ivinex 18 webCRM California, 1998 Hosted
19 RightNow 19 Kana 19 Salesnet
20 VAI 20 Landslide 20 SalesNexus
21 Surado CRM 21 Marketo 21 Soffront CuSTOMER FOCuS:
22 Oncontact Software 22 SugarCRM Fast-growing and mid-sized businesses and divisions of global enterprises.
2 Oracle 2 Surado CRM
SElECT CuSTOMERS:
2 Parature 2 Tracker-RMS
Aeris.net, AMPRO, Oakland Athletics, Novak Conversions Inc., Document Sciences
2 Commence 2 Workbooks.com
26 RightNow 26 Zoho PRICE:
27 webCRM NetSuite CRM+: $129 /user /month (includes maintenance support), NetSuite: $99
28 VAI /month base fee and $99 /user /month (includes maintenance, support is extra); Free
29 Salesnet Trial
0 SalesNexus
1 Soffront
2 StayinFront
Sugar CRM
Surado CRM
Workbooks.com
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7. About Netsuite
Founded in 1998, NetSuite Inc. (NYSE: N) is the leading provider of on-demand, www.sap.com/usa/index.epx | 800-872-1727
integrated business management software for growing and midsize businesses.
With thousands of customers using NetSuite’s online products and professional
services, companies are enabled to manage all key business operations — in a HigHligHts
single hosted system, including: customer relationship management (CRM); order * One of the largest software companies the world.
fulfillment; inventory; accounting and finance, product assembly; ecommerce; Web * Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other
site management; and employee productivity. NetSuite was originally incorporated enterprise applications.
as NetLedger by its founders Larry Ellison and a young protégé, Evan Golberg. The * Forrester names SAP CRM Leader
company’s name was later changed to NetSuite. * ISM Top 15 CRM Enterprise Winner in 2008
* SAP named Leader in CRM Magazine’s 2009 CRM Market awards
NetSuite enables companies to manage all key business operations in a single system,
which includes accounting/Enterprise Resource Planning (ERP), Customer Relationship
Management (CRM), and Ecommerce. NetSuite is delivered as an on-demand service,
so there is no hardware to procure, no large, up-front license fee, and no complex set- OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
ups. Finally, NetSuite’s patent-pending “”real-time dashboard”” technology provides an Public (NYSE:SAP) Walldorf, Germany * SAP CRM
easy-to-use view into role-specific business information that is always up-to-date. * SAP Business All-in-One
FOuNdEd: BuSINESS MOdEl: * SAP Business by Design
Netsuite’s CRM Solutions include: 1972, Germany Hosted and On-Premise * SAP Business One
NetSuite - An on-demand system that supports the entire company and includes
customer relationship management (CRM) as well as enterprise resource planning (ERP)
functionality. CuSTOMER FOCuS:
Enterprise and Mid-Size
NetSuite CRM+ - A powerful customer relationship management system, including sales
force automation, opportunity management, forecasting, marketing automation, customer SElECT CuSTOMERS:
support and service, flexible customization through SuiteFlex and more. AMD, Colgate-Palmolive, Phillip-Morris International, LyondellBasell, Pentax Medical
PRICE:
NetSuite CRM is a hosted CRM application that provides sales reps with a 60 degree
Starting at $7/user/month
view of customers so companies can maximize customer revenue, from lead and
opportunity management through order processing, customer service and support
resolution, to renewal and upsell purchase management. NetSuite CRM also gives sales
reps the ability to create quotes, place real orders, and gain-real time visibility into order
status, overdue invoices, inventory, customer transaction history, upsell and cross sell
management, and commission compensation.
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8. About SAP About SAP
Founded in 1972 as Systems Applications and Products in Data Processing, SAP is can streamline and complete a process from end to end. For example, companies
headquartered in Walldorf, Germany. The company employs more than 8,00 people can use CRM functionality to create an opportunity and convert it directly into a quote,
in more than 0 countries, and serves more than 89,000 customers worldwide. SAP and then later use the ERP functionality to convert it into a sales order – complete with
Americas is a subsidiary of SAP AG and is headquartered in Newtown Square, PA. product, pricing, billing, and delivery.
SAP offers CRM on-demand solutions that are easy-to-use, Web-based, and available SAP Business ByDesign - On-Demand Solution, for Mid-Size and Small
on a subscription basis. SAP CRM was developed to address the unique, end-to-end This is the fully integrated business management software designed for midsize
requirements for major industries including: Auto, Chemicals, Consumer Products, companies or small businesses that want the benefits of large-scale business
Retail, Telecommunications, Professional Services, Public Sector, High Tech, Industrial applications without the need for a large IT infrastructure. It enables preconfigured
Machinery Components, Media, Utilities, Oil Gas, Wholesale Distribution. process best practices for managing financials, customer relationships, human
resources, projects, procurement, and the supply chain. SAP takes care of installation,
SAP CRM - for Enterprise Companies maintenance, and upgrades – so companies can focus on their business, not on IT.
Used by more than ,200 customers world-wide, SAP Customer Relationship
Management (SAP CRM) is part of the SAP Business Suite and includes features and SAP BusinessOne - For Small Companies
functions to support core business processes in the following areas: This is the single integrated business management application for small businesses.
The SAP Business One application integrates all core business functions across an
Marketing – Gain the essential business insights needed to make intelligent decisions, entire company – including financials, sales, customer relationship management,
sharpen their focus on customers to drive demand and increase customer retention, inventory, and operations. Unlike many other small business solutions on the market
and better manage marketing resources to do more with less. today, SAP Business One is a single application, eliminating the need for separate
Sales – Transform organization’s direct and indirect sales force into a team of installations and complex integration of multiple modules.
knowledgeable and trusted advisors – fostering efficient collaboration between sales,
marketing, and service teams to align efforts on fulfilling customer needs
Service – Reduce service costs while enhancing customer satisfaction by streamlining
service operations and delivering exceptional customer service.
Contact Center - Maximize customer loyalty, reduce costs, and boost revenue by
transforming a contact center into a strategic delivery channel for marketing, sales, and
service efforts across all contact channels
E-commerce – Turn the Internet into a profitable sales and interaction channel while
providing consumers and business customers with a personalized online experience
and convenient self-services.
SAP Business All-In-One - For Mid-Size Companies
With the integrated ERP and CRM functionality in SAP Business All-in-One, companies
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9. About Maximizer
www.maximizer.com | info@maximizer.com | 1-800-80-6299 Maximizer Software is a leading provider of simple, accessible, customer relationship
management (CRM) solutions, providing high value for small and medium-sized
businesses, and divisions of large enterprises.
HigHligHts
* Completely integrated sales, marketing and customer service and support As a pioneer in the CRM industry for more than 20 years, Maximizer offers sales,
management solution marketing, customer service staff and business leaders access to customer information
* Simple quick to deploy and use, offering the lowest TCO in its class through a Web browser, a mobile device or on their desktop. Maximizer’s CRM solutions
* Access options: Windows® desktop, web, or mobile smartphone (BlackBerry® or enable organizations to accelerate business growth by centralizing customer information
other devices through web browser) and streamlining processes, while exceeding client expectations to build loyalty.
* All-Access (web, desktop, mobile) available for Group and Enterprise editions in Maximizer Software has sold over one million licenses to more than 120,000 customers,
one all-inclusive license ranging in size from entrepreneurs to multi-national organizations. Maximizer Software
is a global business with offices and business partners throughout the Americas,
Europe/Middle East/Africa and Asia Pacific.
OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
Private Vancouver, BC, Canada * Maximizer CRM 11 Maximizer CRM adapts to the way organizations work, and grows as a company’s
• Enterprise Edition business grows. Maximizer offers four editions, as well as several add-on modules and
FOuNdEd: BuSINESS MOdEl: • Group Edition options for the solution that matches a company’s business needs. The right solution
2002 (Predecessor On-Premise • Team Edition will depend on the number of users, access, and feature requirements.
company founded 199) • Entrepreneur Edition
Maximizer CRM 11 Group and Enterprise Editions (Full-Featured CRM)
CuSTOMER FOCuS: Maximizer CRM provides full-featured CRM functionality including sales force
Small and mid-sized companies and divisions of larger enterprises automation, marketing automation and customer service support. Maximizer CRM
provides multiple access options including desktop, Web and mobile through the latest
SElECT CuSTOMERS: smartphones. All-Access licenses also include one year of maintenance support.
Cathay Pacific, Fisher Paykel Healthcare, HSBC, Ipsos Canada, Oxford University,
Siemens, Société Générale and TD Securities Key Features of Maximizer CRM: Contact and account management, Sales force
automation, Sales Quota Management, Sales Opportunity Management and Monitoring,
PRICE: Marketing automation, Wizard-driven dashboards, Quick email templates, Customer
Starting at $199 service and support, Microsoft Office® integration, Partner relationship management,
Workflow automation, eCommerce and payment processing, Microsoft Exchange
Integration, Integration with QuickBooks® and Microsoft GP® accounting software.
Full-featured CRM available through Web access and full integration with Blackberry
smartphones is provided with MaxMobile.
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10. About Maximizer
MaxMobile (Maximizer Mobile CRM) www.cdcsoftware.com/pivotalcrm | info@cdcsoftware.com | 1-877-PIVOTAL
Maximizer Mobile CRM combines the convenience of mobile devices and the power of
CRM to help an organization stand out in today’s competitive environment. Maximizer
Mobile CRM enables immediate updates from the field by providing real-time access HigHligHts
to your entire Maximizer CRM database content. By equipping professionals on the * Highly flexible platform and applications enable companies to precisely model
road with full-featured CRM in their pockets, Maximizer fosters the collaboration and their unique business processes.
customer engagement, essential for succeeding in the field to win more deals. * Microsoft Outlook and SharePoint are embedded within the Pivotal CRM
solution for a seamless experience; Microsoft Office is closely integrated for
Features of Mobile CRM: Wireless deployment via email, Relationship Management, one-click data lookup or export.
Productivity, Collaboration Access, Performance Measurement. Supported Devices: * Industry-specific software solutions offer close business fit.
BlackBerry 7000, 8000 9000 Series, including Curve, Pearl, Bold, Storm and Tour and * ISM “Top 15” CRM Enterprise Packages (1997-2009).
through the web browser for Windows Mobile®, iPhone™, Nokia, Palm®, Android and
other smartphones.
OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
Maximizer CRM 11 Entrepreneur and Team Editions (Contact Management) Public (NASDAQ:CHINA) Atlanta, GA * Pivotal CRM
Maximizer Entrepreneur Edition, the award-winning contact manager, is designed to * Pivotal Handheld
help companies maximize their time, improve customer satisfaction and increase sales. FOuNdEd: BuSINESS MOdEl: * CDC Market First
It’s easy to configure right out of the box, so organizations can get up and running 199 On-Premise * CDC Report
quickly and focus on their business. Entrepreneur Edition is ideal for small businesses,
home offices, financial advisors, realtors, and sales professionals in virtually any
industry. CuSTOMER FOCuS:
Enterprise, Mid-sized
Team edition includes all of the functionality of Entrepreneur Edition, plus more robust
sakes opportunity management. As well as one year of maintenance support and mobile SElECT CuSTOMERS:
access. Calamos Investments, Miller Heiman, Softrax, Sysmex America, AAA Western
Central NY, Toyota France, Pacific Life, Toll Brothers, Savills
Features of Maximizer Entrepreneur Edition: Contact management, Opportunity
PRICE:
management, Sale force automation, Integration with Microsoft Office®, Integration with
Not published.
QuickBooks® accounting software, On-the-fly reporting with easy exporting to Excel.
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11. About Pivotal CRM About Pivotal CRM
Founded in 199 and currently operating in more than 0 countries, CDC Software is a Pivotal CRM software includes solutions for:
provider of enterprise software applications and services designed to help organizations * Sales: Shorten the sales cycle and improve close ratios.
deliver a superior customer experience while increasing efficiencies and profitability. As * Marketing: Increase response rates and lead quality.
part of CDC Software’s product offering, Pivotal CRM is used by over 1800 customers, * Service: Accelerate incident resolution and improve customer satisfaction.
worldwide. * Partner Management: Collaborate more effectively with partner channels.
* Analytics: Make better-informed business decisions.
CDC Software’s Pivotal CRM is a flexible, powerful customer relationship management * Call Scripting: Enables consistent brand marketing that improves employee
solution. Built with the user experience in mind, Pivotal CRM offers flexibility and confidence and productivity.
customizability, enabling companies to tailor the system precisely to their users’ needs. * Mobile CRM: Increase the productivity and effectiveness of field and mobile users
With a Microsoft-style interface and role- and task-based navigation, Pivotal CRM is a with handheld CRM.
familiar and comfortable system for users, reducing the learning curve and increasing
the speed of user adoption. Pivotal CRM embeds Microsoft Outlook and SharePoint In addition, CDC Software offers a range of professional services designed to get
right within the CRM system and integrates closely with the Microsoft Office suite, companies’ systems up and running, to train users and administrators, and to support
bringing data to the user when and where they need it, for optimal efficiency. an organization’s ongoing success with effective strategies for change management
and user adoption. From helping large IT teams become technically self-sufficient to
Pivotal CRM is also available as industry-specific solutions for the financial services taking on the full hosting and management of a CRM system, CDC Software offers a
(institutional asset management, mutual fund wholesaling, capital markets, commercial continuum of services that fit an organization’s precise needs.
banking, and private banking/wealth management), healthcare insurance, home building
and real estate, and medical devices and manufacturing industries. The advantage of
CDC Software’s industry-specific Pivotal CRM software is that it addresses underlying
industry processes, saving businesses from that first layer of customization and
providing functionality they can gain value from immediately. CDC Software’s solutions
are based on a customizable platform that allows companies to make enhancements to
suit the exact needs of their business.
Built on the Microsoft .NET platform, Pivotal CRM 6.0 introduces a new Smart Client
that combines the best of “thick” and “thin” client architectures. Its use of Microsoft’s
ClickOnce deployment technology makes it easy to implement and update. But
most importantly, it offers the following features to users: an intuitive interface, deep
integration with the Microsoft tools they use every day, and the ability to tailor and
personalize the solution to match unique business processes and individual user needs.
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12. About Microsoft dynamics
http://crm.dynamics.com | 1-888-77-7989 Microsoft Dynamics for customer relationship management empowers employees
to boost sales, satisfaction, and service with automated CRM that’s easy to use,
customize, and maintain. Microsoft Dynamics business software offers a wide spectrum
of feature-rich, affordable CRM solutions to help companies meet their specific needs.
HigHligHts
* Highly customizable CRM application/platform. Whether a company is a small, growing business or a large organization with a
* Familiar Microsoft Outlook-like user interface. high number of customers and large sales and marketing team, it can use Microsoft
* Robust reporting engine for sharing between users in a variety of formats, Dynamics to help manage relationships even better. The Microsoft Dynamics CRM
including Excel, HTML, PDF, XML and CSV. suite of products provides solutions around Sales Force Automation, Customer Service
* 2009 CRM Market Leader - ROI Awards and Marketing.
* CRM Magazine Leader, 2008 - Enterprise, MidMarket, and BI
Sales Force Automation - Clients can get their sales force quickly up to speed with the
advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take
OWNERSHIP: HEAdquARTERS: CRM PROduCTS: advantage of a highly intuitive interface and embedded Microsoft Office capabilities
Public (NASDAQ: MSFT) Redmond, WA * Microsoft Dynamics CRM to boost sales productivity, streamline sales cycles, automate lead management, and
gain insights to drive more sales. The Sales Force Automation solution supports the
FOuNdEd: BuSINESS MOdEl: following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline,
WA, 197 On-Premise and Hosted Workflows, Mobility, Analytics.
Customer Service - With Microsoft Dynamics CRM customer service solutions, clients
CuSTOMER FOCuS: can transform customer service into a strategic asset. With a 60-degree view of the
Enterprise, Mid-Size and Small Businesses
customer, agents can resolve issues quickly and reduce handling times with advanced
SElECT CuSTOMERS: customer service software. By automated processes, clients can also reduce costs
Barclays, Hard Rock Cafe, Pfizer Australia, United States Air Force and help to ensure consistent customer service is delivered across all touchpoints.
The Customer Service solution supports the following functions: Accounts, Cases,
PRICE:
Contracts, Knowledge Base, Scheduling, Workflows, Mobility, Analytics.
The full-suite Professional Edition is priced between $622 and $880 per user
and $1,2 and $1,761 per server. Full-suite Small Business Edition, which is a
requirement for the Small Business Edition, is priced between $0 and $99 per user Marketing - With marketing management and automation software from Microsoft
and between $28 and $99 per server. Dynamics CRM, helps customers to market more effectively, improve productivity, and
gain actionable insight into marketing campaigns. The Marketing solution supports
the following functions: Data, Segmentation, Planning, Execution, Events, Response,
Internet Marketing, Productivity, Workflows, Mobility, Analytics.
The CRM solutions and capabilities within Microsoft Dynamics connect closely to other
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13. About Microsoft dynamics
Microsoft technologies that companies may already use. This brings together data, www.salesforce.com | info@salesforce.com | 1-800-667-689
helping sales people to answer customer questions without making the customer wait.
When employees use the CRM functionalities of Microsoft Dynamics, they work within
a familiar Microsoft software environment. This helps reduce the distraction of having to HigHligHts
learn and work with disparate software tools. * Customizable CRM application
* Access to AppExchange, a directory of third-party applications built for the
Microsoft Dynamics solutions are typically implemented by a Microsoft partner with Salesforce environment
the right industry and technical expertise. Microsoft Dynamics CRM and its global * CRM Markets Award 2009 for Enterprise Suite, Mid Market Suite and Small
community of partners offer flexible, easy-to-use CRM solutions designed for many Business Suite
industries including Financial Services, Manufacturing, Professional Services, * CODIE Award Winner, Best Business Software Solution: Salesforce CRM
Healthcare Providers, Health and Social Services, Retail, Hospitality and Entertainment,
Education and the Government sector.
OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
Public (NYSE: CRM) San Francisco, CA * Contact Manager Edition
* Group Edition
FOuNdEd: BuSINESS MOdEl: * Enterprise Edition
CA, 1999 Hosted * Professional Edition
* Unlimited Edition
CuSTOMER FOCuS:
Enterprise, Mid-Market, Small
SElECT CuSTOMERS:
CNN, Starbucks, Wall Street Journal, Kaiser, Google, Sprint Nextel, United Way, EA
PRICE:
Contact Manager starts at $/user/month
Group starts at $2/user/month
Professional starts at $6/user/month
Enterprise starts at $12/user/month
Unlimited starts at $20/user/month
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14. About Salesforce.com About Salesforce.com
Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who quality management. point-and-click customization, integration features, and helps
pioneered the concept of delivering enterprise applications via a simple Web site. Since manage approvals and workflows.
its founding, Salesforce.com has achieved remarkable recognition with customers,
partners, investors and the media. Salesforce.com’s Service Cloud: The Service Cloud transforms customer service
through the power of cloud computing by bringing together information from industry-
Salesforce.com provides an array of CRM and business application services which leading cloud-computing services like Google, Facebook, and Twitter to capture every
enable customers and subscribers to systematically record, store, and act upon conversation and leverage every community expert in the cloud, ensuring that the
business data; and to help businesses manage customer accounts, track sales leads, quality of customer service is consistent across every channel.
evaluate marketing campaigns, and provide post sales services. Salesforce.com’s
CRM products and cloud-computing model (also known as software as a service) Salesforce.com’s Custom Cloud: The Force.com cloud-computing platform enables
provide many benefits to enterprises, requiring only moderate operating expense and companies to build and deliver business applications in a single environment using one
offering a pay-as-you-go, elastic model that can scale with a company’s changing data model, one sharing model, and one user interface. making it easy to customize
needs. Salesforce CRM solutions offer the fastest path to customer success in the and address industry-specific needs. Lastly, the AppExchange, a one-stop marketplace
cloud. for add-on CRM solutions and other software-as-a-service applications, makes it easy
for companies to find, sample, and select from hundreds of apps for their business, all
The company’s CRM services principally focus on sales force automation, marketing preintegrated with Salesforce CRM solutions.
automation, and customer service and support automation. Salesforce.com’s sales
force automation services enable salespeople to be productive by automating manual Salesforce.com is headquartered in San Francisco, California. More than 1.1 million
and repetitive tasks; provide organized data about their current and prospective subscribers at 6,200 companies worldwide depend on Salesforce to manage their
customers; and help companies to establish a system and a process for recording, customer relationships. The company’s software is used by companies of all sizes, in all
tracking, and sharing information. industries, around the globe.
Salesforce.com’s Sales Cloud: In recent years, cloud computing driven sales
force automation—led by Salesforce CRM SFA—has pulled ahead of traditional on-
premise sales tools. Salesforce.com’s sales force automation is easy-to-learn and
use, affordable, globally accessible on demand, and frees companies from a large
upfront investment and the complexity of server-based sales software. An integral part
of the salesforce.com CRM solution, the Sales Cloud gives business users the ability
to tightly manage their sales process and marketing spend. Salesforce.com’s CRM
SFA is comprehensive and and optimizes the full spectrum of sales activities including
lead management and distribution, deal progress, territory alignment, and channel
management. Salesforce.com’s CRM SFA solution features: Sales Management,
Opportunity Management, Account and Contact Management, Activity Management,
Analytics and Forecasting. It also provides for customizable sales forecasts, data
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15. About Sage
www.sagecrmsolutions.com | 866-08-278 Sage North America supports the needs and challenges of nearly 2.9 million small
and mid-sized business customers. The company’s software and services support
accounting, operations, customer management, human resources, time tracking,
HigHligHts merchant services and the specialized needs of the construction, distribution,
* ISM awards Sage SalesLogix and SageCRM as Top 15 CRM Small healthcare, manufacturing, nonprofit and real estate industries. Sage’s CRM solutions
Medium Business Software Award winners for 2009. include the following products:
* ISM awards Sage SalesLogix Top 15 CRM Enterprise Software for 2009
* Search CRM named SalesLogix CRM Suite - SMB Product of the Year in ACT! by Sage -- is the #1 selling contact and customer manager helping individuals
2008 and small business owners to work more effectively. With ACT by Sage!, business
* ACT! by Sage given “Excellence in Technology Award” by Small Business owners can access a complete, integrated view of their contact relationships, impress
Computing in 2009 contacts with their follow-up, complete tasks and make informed decisions to advance
their business.
SageCRM - is an easy-to-use, fast-to-deploy, on-premise or on-demand CRM software
OWNERSHIP: HEAdquARTERS: CRM PROduCTS: solution with out-of-the-box configurable business process automation.
Public (LSE:SGE) Irvine, CA * ACT! by Sage
* Sage CRM SageCRM.com - is an on-demand CRM solution that leverages the power and
FOuNdEd: BuSINESS MOdEl: * Sage CRM.com convenience of the Web to provide a company’s marketing, sales, and customer care
1981 On-Premise and Hosted * Sage SalesLogix teams with the tools they need to market and sell more effectively and provide industry-
leading service.
Sage SalesLogix - is a robust, highly-customizable CRM software solution that
CuSTOMER FOCuS: provides a complete view of customer interactions across sales, marketing, customer
Mid-Size, Small service, and support and includes the following features:
* Centralized Customer Data
SElECT CuSTOMERS: * Integrated Service and Support
American Building Contractors Inc., Avnet, Citigroup, Endeavor Commerce, Grant * Robust Forecasting and Reportings
Thornton, Kenexa Corporation, Legoland, Panasonic, The Seattle Times Co. * Advanced Opportunity Management
* Full Featured Mobile CRM
PRICE: * Back-Office Integration
Not Listed
Award-winning Sage SalesLogix provides a complete view of customer interactions
across sales, marketing, customer service, and support so teams can collaborate and
respond promptly and knowledgeably to customer inquiries and opportunities.
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16. About Adapt CRM
www.adaptcrm.com | 1-71-89-18 Since 1991, ADAPT Software Applications, Inc. has assisted over 1200 companies
worldwide in meeting their enterprise software requirements. With more than a decade
of experience in multi-platform and web-based custom application development, the
HigHligHts company continues to develop and market moderately priced, end-to-end Customer and
* Real-time accounting ERP integration seamlessly links ADAPTcrm to mid- Supplier Relationship Management solutions characterized by leading-edge technology,
range ERP systems comprehensive functionality and a solid implementation methodology.
* Comprehensive customer service and support with warranty tracking
* Easy-to-use setup tables offer extensive platform configuration ADAPTcrm, the company’s flagship product, was built from the ground up, not
* Robust contact management, sales force automation, marketing campaigns, acquired from various other software developers. Because we have always maintained
service / repair management, sales opportunity management, and defect development and ownership exclusivity, the system maintains unsurpassed
management interdepartmental integration. ADAPTcrm is designed to track all key customer and
vendor communications within a single, integrated module. The system’s intuitive design
facilitates interdepartmental collaboration and provides visibility over all mission critical
OWNERSHIP: HEAdquARTERS: CRM PROduCTS: touch points within an organization.
Private Costa Mesa, CA * ADAPTcrm
ADAPT is also dedicated to providing total solutions to clients through our professional
FOuNdEd: BuSINESS MOdEl: consulting services staff. These services include implementation of the ADAPTcrm line
1991 On-Premise of products, project management, technology transfer, documentation, training and
technical support – for new or existing clients.
CuSTOMER FOCuS: Depending upon your specific requirements, ADAPTcrm implementation services
Small-to-medium sized businesses, and divisions of larger enterprises in all verticals. (data conversion, installation and user training) will in most cases be provided by an
Authorized ADAPTcrm Reseller Partner who has invested the time and resources in
SElECT CuSTOMERS: becoming proficient through our extensive training course offerings. Each consulting
Raytheon, Magic Software, Anchin Block Anchin, SYSPRO Software, Dentek, project has a detailed, step-by-step plan for implementation, to help the customers
Taylor Guitars, Yeti Cycles, Dunlop Manufacturing, Benchmade Knife Co., and many accurately project time and cost estimates.
more
ADAPT is also dedicated to providing total solutions to clients through our professional
consulting services staff. These services include implementation of the ADAPTcrm line
of products, project management, technology transfer, documentation, training and
technical support – for new or existing clients.
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17. About Adapt CRM About Adapt CRM
Depending upon your specific requirements, ADAPTcrm implementation services * Complete Customer Services – To help companies maintain customer satisfaction,
(data conversion, installation and user training) will in most cases be provided by an there are advanced tools for managing service contracts, tickets/incidents, defect
Authorized ADAPTcrm Reseller Partner who has invested the time and resources in tracking, and warranty programs and renewals.
becoming proficient through our extensive training course offerings. Each consulting
project has a detailed, step-by-step plan for implementation, to help the customers * Email Methods – MS Outlook, SMTP Mail Server, Lotus Notes, GroupWise.
accurately project time and cost estimates.
Adapt CRM Key Features
ADAPTcrm is an integrated solution that allows companies to focus their entire
enterprise on their customers with minimal time and effort. ADAPTcrm Enterprise uses
Microsoft SQL Server and offers account replication for remote users using Microsoft
SQL Server’s replication technology.
The most effective CRM solutions can be customized to meet specific business needs,
and ADAPTcrm can be extensively configured using setup tables that require no
complex programming or database administration. Other ADAPTcrm highlights include:
* Marketing Campaign Management – The ADAPTcrm campaign manager will help
customers establish and execute customized, targeted campaigns, while ensuring
that budgets are adhered to and that campaign expenses immediately result in
new sales opportunities. In addition to offering the ability to track campaign results,
customers can also independently track the ROI per event.
* Real-Time Accounting/ERP Integration – ADAPTcrm offers accounting and ERP
interfaces that seamlessly link to industry-standard, mid-range systems so that
customers can achieve the greatest ROI from their ERP and accounting investments.
* Advanced Sales Automation – Customers can give their sales staff the ability to
manage the progress of pending opportunities as they relate to their business’s
selling processes. Additionally, ADAPTcrm features a Sales Opportunity Manager
that analyzes and tracks the life of an opportunity from start to close.
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18. About Amdocs
www.amdocs.com | info@techexcel.com | (1) 212 7000 Amdocs is the market leader in customer experience systems innovation, enabling
world-leading service providers to deliver an integrated, innovative and intentional
customer experience™ at every point of service. Amdocs provides solutions that deliver
customer experience excellence, combining the software, service and expertise to
HigHligHts
help customers execute their strategies and achieve service, operational and financial
excellence. A global company (NYSE: DOX) with revenue of $.16 billion in fiscal
* #1 telecom operations management systems vendor (Gartner)
2008, Amdocs has more than 17,000 employees and serves customers in more than 0
* #1 vendor in worldwide billing (IDC)
countries around the world.
* “One to Watch” Enterprise Suite CRM Category (CRM magazine)
* Product of the year (Amdocs 7) (Call Center magazine), 2007
Amdocs’ customers are among the largest, most innovative communications companies
* Best Practice Award for Global Billing Solutions (Frost Sullivan)
in the world. In more than 1. billion experiences every day, the company is helping
to deliver a simple, personal, valuable customer experience at every point of service.
Amdocs is the market leader in customer experience systems innovation.
OWNERSHIP: HEAdquARTERS: CRM PROduCTS:
Public (NYSE: DOX) Chesterfield, MO * Amdocs Customer Amdocs’ mission is to help the world’s leading providers of wireline, wireless,
Management (part of broadband cable and satellite services deliver a customer experience that truly makes a
FOuNdEd: SOFTWARE MOdEl: CES portfolio) difference and results in a real competitive edge. Amdocs’ roots in the communications
1982 On-Premise industry gives them deep insight into what it takes to build stronger, more profitable
customer relationships.
CuSTOMER FOCuS: The company’s unique combination of software, consulting services and global strategic
Enterprise, primarily in the telecommunications space.
sourcing (also known as managed services), and unmatched industry experience spans
SElECT CuSTOMERS: all business processes and business- and operational-support systems (BSS/OSS),
ACER, China Mobile, Japan Telcom, Telstra, Vodafone, Yellow Pages Group, “customer experience systems.” Together, they work to minimize the risk and maximize
ABN Ambro, Cable Wireless, T-Mobile, ATT, Bell Canada, Fiserve, Quixtar, the benefit of systems transformations, whether sweeping or incremental.
Sprint Nextel, DIRECTV, Comcast, Clearwire, Union Bank of California
PRICE: Amdocs’ products span business- and operational support systems—or “customer
Not Published experience systems.” They are production-ready, carrier-class software applications,
proven to scale to support the largest global service providers and their millions of
end-customers. Amdocs’ products provides solutions in the areas of: Revenue
Management, Customer Management, Service Resource Management (OSS),
Digital Commerce and Service Delivery, Information Management, and Foundation.
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