1 TOP 10 Sales Force Automation Software Vendors REVEALED 2010 Edition Profiles of the Leading Sales Force Automation Software Vendors For more information, visit Business-Software.com/SFA
2 About Sales Force Automation Every sales cycle is a complex, multi-faceted process made up of numerous interrelated tasks. From prospecting, contact management, and sales forecasting, through order processing and tracking and performance analysis, these tasks must work seamlessly together in order to ensure smooth, efficient end-to-end sales operations. However, while all these components are critical, they are often time-consuming and labor-intensive, distracting sales staff from their primary objectives to work with potential clients, close business, and expand the customer base. What is Sales Force Automation? Sales force automation (SFA) is designed to streamline all facets of the sales process, replacing manual, disjointed, and redundant tasks with simplified and tightly-aligned procedures. SFA leverages advanced technologies to enhance collaboration and information-sharing and automate critical sales-related activities. Sales force automation is a vital, must-have component of any Customer Relationship Management (CRM) strategy. When closely aligned and integrated with marketing and customer service automation systems, SFA becomes an integral part of CRM operations, allowing your company to more effectively manage customer interactions across all touch-points, so you can enhance satisfaction, and improve loyalty and retention. Key Benefits for Your Company Sales force automation provides dramatic productivity increases. Field reps spend less time managing contact data and trying to keep track of their sales opportunities. Territory managers have faster, more accurate insight into the activities of their staff. And, sales analysts have instant access to the information they need to generate precise forecasts and track results. With sales force automation, your company can accelerate sales cycles, close more business, boost revenues, and increase market share. SFA can also help to expand your profit margins by reducing the costs associated with customer acquisition. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2
3 About Sales Force Automation Does My Company Need Sales Force Automation? Sales force automation is ideal for any company with intricate sales processes that require coordination of activities among numerous staff members or across multiple departments. In many businesses today, the data needed to complete a sale resides in multiple locations usually on several different desktops or in disparate front office applications. With SFA, all those involved in your sales cycles will have access to a single, centralized repository of detailed, up-to-date sales information. Communication is improved, workflow is streamlined, and resources are fully optimized. Common SFA Features Most sales force automation solutions offer a broad range of functionality that will address the needs of many different types of users from sales reps and managers, to analysts and administrators. Some of the standard features of pre-packaged SFA products include: Contact management to enable sales reps to better manage their prospects, appointments, and activities, and more effectively track their opportunities. Sales forecasting, to help predict future sales based on past trends and history. Mobile capabilities that provide anytime, anywhere access to account, inventory, or product data while reps are on the road. Order tracking and purchase history reporting, to give reps the intelligence they need to put more effective up-sell and cross-sell strategies into place. Sales performance reporting and analysis, so managers and analysts can measure Additionally, because most companies today have limited technical resources, many sales force automation solutions are designed to minimize burden on IT staff. Most of these solutions are Web-based, so they can be implemented quickly, are easy to maintain, and require little or no additional infrastructure. Hosted SFA solutions are also available, to further minimize the financial and IT staff commitment required. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
4 About Sales Force Automation What to Look for When Choosing a Solution One of the key selection criteria for a sales force automation solution is flexibility. While there are numerous off-the-shelf SFA packages available today, many companies have discovered that the one size fits all approach to sales force automation simply does not work. For example: Different vertical industries have different sales processes. The tasks involved in closing a software deal are not the same as the activities that take place when selling an insurance policy. Different sales opportunities require different procedures. The way an inside sales or telesales rep will up-sell or cross-sell an existing customer is not the same as the way a direct sales representative will penetrate a new account, or the way a sale will be completed through a reseller or channel partner. Techniques and strategies vary greatly from one sales representative to another. Each will have their own unique way of approaching prospect and sales cycle management. In order to be truly successful with sales force automation, you may find that you need to choose a product with customization capabilities, so the solution can be tailored to meet the specific requirements of your business. Additionally, individual personalization capabilities are critical, so each member of your sales staff can structure the solution in a way that will work best for them. With the right solution and enabling technologies in place, sales force automation can empower you to optimize sales productivity and positively impact the bottom line. Top 10 CRM Sales Force Automation Vendors You have many options when choosing a sales force automation vendor. In fact, with all the choices available today, the selection process can be overwhelming. To make it a bit easier, we ve featured some of the leading SFA solutions in this paper. You ll find on-premise options, as well as hosted SFA solutions. We ve included SFA packages for large enterprises as those that are appropriate for a one- or two-person businesses. Review these vendors, and you ll be well on the way to finding the right SFA package for your business. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
5 Highlights Completely integrated sales, marketing and customer service and support management solution Simple & quick to deploy and use, offering the lowest TCO in its class Access options: Windows desktop, web, or mobile smartphone (BlackBerry or other devices through web browser) All-Access (web, desktop, mobile) available for Group and Enterprise editions in one all-inclusive license Ownership: Private Founded: 2002 (Predecessor company founded 1995) Headquarters: Vancouver, BC, Canada Business Model: On-Premise SFA Products: Maximizer CRM 11 Enterprise Edition Group Edition Team Edition Entrepreneur Edition Customer Focus: Small and mid-sized companies and divisions of larger enterprises Select Customers: Cathay Pacific, Fisher & Paykel Healthcare, HSBC, Ipsos Canada, Oxford University, Siemens, Société Générale and TD Securities Price: Starting at $ , Business-Software.com. All Rights Reserved. Reproduction Prohibited.
6 About Maximizer 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. As a pioneer in the CRM industry for more than 20 years, Maximizer offers sales, marketing, customer service staff and business leaders access to customer information through a Web browser, a mobile device or on their desktop. Maximizer s CRM solutions enable organizations to accelerate business growth by centralizing customer information and streamlining processes, while exceeding client expectations to build loyalty. Maximizer Software has sold over one million licenses to more than 120,000 customers, ranging in size from entrepreneurs to multi-national organizations. Maximizer Software is a global business with offices and business partners throughout the Americas, Europe/Middle East/Africa and Asia Pacific. Maximizer CRM adapts to the way organizations work, and grows as a company s business grows. Maximizer offers four editions, as well as several add-on modules and options for the solution that matches a company s business needs. The right solution will depend on the number of users, access, and feature requirements. Maximizer CRM 11 Group and Enterprise Editions (Full-Featured CRM) Maximizer CRM provides full-featured CRM functionality including sales force automation, marketing automation and customer service & support. Maximizer CRM provides multiple access options including desktop, Web and mobile through the latest smartphones. All-Access licenses also include one year of maintenance support. Key Features of Maximizer CRM: Contact and account management, Sales force automation, Sales Quota Management, Sales Opportunity Management and Monitoring, Marketing automation, Wizard-driven dashboards, Quick templates, Customer service and support, Microsoft Office integration, Partner relationship management, Workflow automation, ecommerce and payment processing, Microsoft Exchange Integration, Integration with QuickBooks and Microsoft GP accounting software. Full-featured CRM available through Web access and full integration with Blackberry smartphones is provided with MaxMobile. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 6
7 About Maximizer MaxMobile (Maximizer Mobile CRM) 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 to your entire Maximizer CRM database content. By equipping professionals on the road with full-featured CRM in their pockets, Maximizer fosters the collaboration and customer engagement, essential for succeeding in the field to win more deals. Features of Mobile CRM: Wireless deployment via , Relationship Management, Productivity, Collaboration & Access, Performance Measurement. Supported Devices: BlackBerry 7000, 8000 & 9000 Series, including Curve, Pearl, Bold, Storm and Tour and through the web browser for Windows Mobile, iphone, Nokia, Palm, Android and other smartphones. Maximizer CRM 11 Entrepreneur and Team Editions (Contact Management) Maximizer Entrepreneur Edition, the award-winning contact manager, is designed to help companies maximize their time, improve customer satisfaction and increase sales. It s easy to configure right out of the box, so organizations can get up and running 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. Team edition includes all of the functionality of Entrepreneur Edition, plus more robust sakes opportunity management. As well as one year of maintenance support and mobile access. Features of Maximizer Entrepreneur Edition: Contact management, Opportunity management, Sale force automation, Integration with Microsoft Office, Integration with QuickBooks accounting software, On-the-fly reporting with easy exporting to Excel. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
8 Highlights Comprehensive SFA feature set with easy customization tools Real-time analytics dashboard Strong integration with Microsoft Outlook Ownership: Private Founded: California, 1998 Headquarters: San Mateo, California software Model: Hosted sfa Products: NetSuiteNetCRM NetERP NetSuite Small Business NetCommerce Customer Focus: Small and mid-sized businesses. Select Customers: Aeris.net, AMPRO, Oakland Athletics, Novak Conversions Inc., Document Sciences Price: NetSuite is $499 /month base fee and $99 /user /month (includes maintenance, support is extra) NetSuite CRM+ is $129 /user /month (includes maintenance & support) 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 8
9 About Netsuite NetSuite Inc. offers hosted CRM software for small to medium businesses. NetSuite was originally incorporate as NetLedger by its founders Larry Ellison and a young protégé, Evan Golberg. The company s name was later changed to its current NetSuite. 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 setups. Finally, NetSuite s patent-pending real-time dashboard technology provides an easy-to-use view into role-specific business information that is always up-to-date. You can select from several NetSuite CRM solutions, all of which offer comprehensive sales force automation capabilities. NetSuite Comprehensive Web-based solution for midsize businesses that integrates Accounting/ ERP, CRM, Ecommerce and partner collaboration capabilities. NetSuite s sales force automation (SFA) capabilities allow you to manage the entire selling process from sales order entry to upselling and post-sale support. NetSuite Small Business NetSuite Small Business Web-based application allows you to manage the entire selling process, including sales order entry, post-sale follow-up, as well as upselling opportunities. Unlike its competitors, NetSuite Small Business provides complete customer purchase histories, which enable your sales representatives to serve your customers better. NetSuite CRM Offers a Web-based CRM solution that gives your company all the traditional CRM capabilities you need to manage marketing through customer acquisition. By choosing NetSuite CRM, you can reap the many benefits of online SFA and achieve true customer management. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 9
10 About Netsuite NetSuite CRM+ Total Customer Relationship Management CRM solution for businesses large and small with customer-centric view to manage initial and on-going relationships over the phone, in person, or on the Web. When it comes to SFA capabilities, NetSuite CRM+ goes beyond simple prospect management by offering true customer management. With NetSuite CRM+ s online sales force automation, you can streamline your sales cycles, drive higher close rates and better serve your customers. NetSuite has thousands of customers globally ranging in industry, business size and software solutions. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10
11 Highlights Customizable CRM application Access to AppExchange, a directory of third-party applications built for the Salesforce environment CRM Markets Award 2009 for Enterprise Suite, Mid Market Suite and Small Business Suite CODIE Award Winner, Best Business Software Solution: Salesforce CRM Ownership: Headquarters: Public (NYSE: CRM) San Francisco, CA Founded: Software Model: CA, 1999 Hosted Customer Focus: Companies of all sizes use Salesforce.com. SFA Products: Personal Edition CRM & Developer Edition Enterprise Edition Professional Edition Team Edition Unlimited Edition Select Customers: Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies Price: Prices starts at as Little as $9/User/Month for Group Edition Full-Featured CRM Starting at $65/User/Month 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11
12 About Salesforce.com Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site. Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. The company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication. Salesforce.com s provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide postsales services. As you would expect from a company named after the sales organization, Salesforce.com s software includes powerful SFA features. The company s flagship sales force automation (SFA) application gives businesses the upper hand with their sales data. Comprehensive and easy to customize, Salesforce empowers companies to manage people and processes more effectively, so representatives can close more deals. With Salesforce, your sales team spends more time selling and less time on administration. You ll enjoy: Point-and-click customization for SFA that fits the way you sell Real-time analytics that empower your business to make better decisions Instant global deployment for offline and online use Award-winning ease of use that results in widespread adoption 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12
13 About Salesforce.com Salesforce.com s software services are available through enterprise edition, professional edition, and team editions. Salesforce.com also provides consulting and implementation services, and training. The company is headquartered in San Francisco, California. More than 1,000,000 subscribers and more than 55,000 customers worldwide depend on Salesforce to manage their customer relationships. Salesforce.com s software is used by companies of all sizes, in all industries, around the globe including: ADP, Corporate Express, Daiwa Securities, Expedia Corporate Travel, Dow Jones Newswires, and Nokia. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 13
14 Highlights Over 2.9 million customers in the United States and Canada Rapidly deployed, affordable, and easy to maange CRM Solution Awards: 2008 CRM Suite - SMB Product of the Year, Product of the Year, Top 15 CRM, CRM Excellence Award Ownership: Public (LSE:SGE) Headquarters: Irvine, CA SFA Products: Sage SalesLogix Founded: 1981 Business Model: Hosted, On-Premise Customer Focus: Small and medium-sized businesses in the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries. Select Customers: American Building Contractors Inc., Avnet, Citigroup, Endeavor Commerce, Grant Thornton, Kenexa Corporation, Legoland, Panasonic, The Seattle Times Co. Price: Not Published. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 14
15 About Sage SalesLogix Sage North America began through efforts of many entrepreneurs who built their successful products and businesses with a sincere focus on their customers. Today, the company represents the culmination of that combined entrepreneurial spirit, drive, and vision. Companies that have joined the Sage family have assisted small and midsized businesses with a wide range of business management applications and services. With roots reaching back to the 1970s, Sage has grown and developed to meet the evolving needs of their customers through a combination of internal product development and acquisition. Sage North America is the North American operating company of UK-based The Sage Group plc, a leading global supplier of business management software and services. For more than 30 years, Sage North America has delivered easy-to-use, scalable, and customizable software for accounting, customer relationship management, human resources, merchant services, time tracking, and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries. 2.9 million small and medium-sized business customers in North America rely on Sage. Sage Software is one of the leading developers of CRM software in the world with sales in North America in excess of $1Billion. Sage primarily focuses on the small and medium business CRM markets with its Sage CRM and Sage SalesLogix products. Sage SalesLogix Sage SalesLogix is a full-featured, customizable, multi-client CRM solution that provides businesses with a complete view of customer interactions across sales, marketing, customer service, and support functions. With Sage SalesLogix, businesses can manage their entire sales cycle and increase team performance by automating sales processes, monitoring and forecasting sales activity, responding promptly and knowledgeably to inquiries and opportunities, and targeting campaigns to their most profitable customers and prospects. Business analytics tools further enable users to make better strategic decisions and manage resources. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 15
16 About Sage SalesLogix More than 300,000 users at over 8,500 companies worldwide rely on Sage SalesLogix Web, Windows, and mobile access options to manage their customer information and accelerate sales results. Sage SalesLogix provides a complete view of customer interactions across sales, marketing, customer service and support so your teams can collaborate and respond promptly and knowledgeably to customer inquiries and opportunities. Key features of Sage SalesLogix include: Sales Automation Marketing Campaign Management Customer Service Self-Service Support Mobile Solution Integration Dashboards and Reporting Application Integration Outlook Integration Business Alerts/Notification 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 16
17 CRM (4276) Highlights Expertise Expert, hands-on configuration and training for all implementations so your success is guaranteed Best Value More features and functionality at the lowest price offers the best value in a hosted CRM application Customization - Create perfect custom dashboards, forms and detail pages to show you the information you want in one clear page Free 30-day, full-featured trial Ownership: Private Headquarters: Overland Park, KS CRM Products: esalestrack Founded: 2005 Business Model: Hosted Customer Focus: While esalestrack services a wide-range of industries, small and medium-sized businesses with multiple sales channels find esalestrack especially easy to manage. Select Customers: Telecom Inventory, LLC, TJ Properties, Accord Human Resources, Nuvox Communtications Price: All features are included for just $40/user/month. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17
18 About esalestrack After many failed CRM implementations in a large organization, a frustrated core group of sales professionals and management put their heads together to create esalestrack, a solution that solved every need inside their company, and thousands of users in other companies since. Attempting to use everything from internally built sales automation tools, to spreadsheets to massive Big Business CRM rollouts, all ended up failing because the users found the applications to be a burden rather than a tool. Simple interface with intuitive functionality is the key to an effective CRM tool and has been the cornerstone of esalestrack since the first version was developed over 7 years ago. Customizable and Feature-Rich Fully customizable to meet the needs of your company, esalestrack offers quick access to any piece of your data. With the most advanced reporting tool available in a hosted CRM application, esalestrack can develop reports on any piece of information you are looking for. With collaborative tools like a complete platform, integrated audio/video conferencing, and unique tools like the Funnel Manager, esalestrack delivers a suite of features that allows organizations to manage and report on any aspect of their customer relationships on a granular level. Let your customer know how much you care about them, give esalestrack a try today. User-Centric Many CRM s promote that their user interface is friendlier than the others yet when opened, they look like all the others. From the initial page, esalestrack stands out as the most user-friendly applications available on the market today. Seeing is believing. Expert implementation guidance on the most user-friendly interface available continues to be the reasons esalestrack customers are experiencing CRM success like never before. By helping develop your internal sales process, assisting in the configuration and set-up of your customizable application, and providing comprehensive training to get users started quickly, esalestrack will give your users the tool they have been looking for help them be more successful. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18
19 About esalestrack Key Features: Account Management Account Roll up Activity Management Application Programming Interface (API) Audio and Video Conferencing Automated Processes Bidirectional Outlook synchronization Business Process Automation Calendaring Campaign Management Channel Management Collateral & Literature Catalogue Contact Management Custom Reporting and Analytics Customer Service & Support Customizable Dashboards Dashboards Integration Forecasting Lead Management Lead Routing Live Collaboration/Chat Marketing Automation Mobile Web CRM Field-level Security Online Service Inquiries Opportunity Management Order Management Outlook Integration Pipeline Management Product Catalogs Queue Management Quota Management Quote/Proposal Generation Sales Analytics Sales Force Automation Sales Team Management Task Management Territory Management Time Management Web Integration Workflow Process Automation 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19
20 Highlights Highly customizable CRM application/platform Familiar Microsoft Outlook-like user interface Robust reporting engine for sharing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV Ownership: Public (NASDAQ: MSFT) Headquarters: Redmond, WA CRM Products: Microsoft Dynamics CRM Founded: WA, 1975 Business Model: Hosted and On-Premise Customer Focus: Outlook users in small and mid-size businesses. Select Customers: H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine, CONTACTS Price: The full-suite Professional Edition is priced between $622 and $880 per user and $1,244 and $1,761 per server. Full-suite Small Business Edition, which is a requirement for the Small Business Edition, is priced between $440 and $499 per user and between $528 and $599 per server. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20
21 About Microsoft Microsoft Dynamics for customer relationship management empowers your 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 you meet your specific needs. Whether you run a small, growing business or a large organization with a high number of customers and large sales and marketing teams you can use Microsoft Dynamics to help you manage relationships even better. The Microsoft Dynamics suite of CRMrelated solutions includes: Microsoft Dynamics CRM Microsoft Dynamics AX for field service Microsoft Dynamics AX for sales and marketing Microsoft Dynamics GP for field service Microsoft Dynamics NAV for sales and marketing Microsoft Dynamics NAV for service management Microsoft Dynamics SL for field service Microsoft Office Outlook 2003 with Business Contact Manager The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that you may already use. This brings together data, helping your sales people to answer customer questions without making the customer wait. When your employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce distractions of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented for you by a Microsoft partner with the right industry and technical expertise. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21
22 Highlights Focus on providing CRM Software to mid-sized companies Offers complete suite of SFA solutions Provider of both hosted and on-premise CRM Software Ownership: Private Headquarters: Fremont, CA sfa Products: Soffront CRM Founded: CA, 1992 Software Model: Hosted and On-Premise Customer Focus: Mid-market. Select Customers: Sand Technologies, Ternion Corporation, redemtech, Iverson, HitSoftware Price: Not published. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22
23 About Soffront Soffront was an early pioneer of CRM in 1993, with the release of its customer help desk and defect tracking solutions. For over a decade, Soffront CRM has evolved into a complete end-to-end CRM solution, providing sales, marketing, service and knowledge management with greater adaptability and customization than any other mid-market provider. The Soffront solution is completely web-based (zero foot print web client), is built to adapt and can be deployed in days. Soffront offers an end-to-end CRM solution spanning sales, marketing and support. Within their CRM solution is complete support for sales force automation which helps you to build a more effective and efficient sales organization. Soffront s Sales Force Automation suite includes: Soffrant Sales to help you identify and focus on the most profitable opportunities, track leads from initiation to closure, and improve sales forecasting. Soffront Mobile Sales which provides your sales force with mobile access to realtime information. Soffront Multi-Channel Contact Center gives your prospects live access to sales support through the Web. Increase conversions by guiding prospects through product selection and purchase. Soffront Knowledge Management for Sales provides a platform to share information and a self-help interface. Soffront Software Inc. focuses on mid market companies seeking CRM solutions. With more than 2,500 customers worldwide, Soffront s installed base includes Fortune 500 companies, mid-sized businesses, federal, state, and local governments. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 23