Top 40 CRM Software Vendors Revealed. A Reference for the Sports Industry

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1 Top 40 CRM Vendors Revealed A Reference for the Sports Industry (Information extracted from Top 40 CRM Vendors Revealed, 2011 Ed. by Business-.com/CRM) Goodform 7 Olympus Court Tachbrook Park Warwick CV34 6RZ Tel: Fax:

2 1.0 Introduction We know that there are many sports organisations out there who are currently looking for a CRM system or thinking of changing their current system and are looking at other options. If this sounds like you, then the information in the following document, extracted from Business s Top 40 CRM Vendors Revealed Report, 2011 Edition, will provide a useful guide to help you in your vendor selection process. As you will undoubtedly already know, there is a very wide selection of CRM solutions in the marketplace and the key to success lies in researching and selecting the one that best fits your organisation s specific business requirements. Here at Goodform we are totally vendor neutral, which allows us, when advising our clients on software implementation, the scope to understand their individual business needs before recommending an appropriate vendor. First of all we will re-cap on the types of CRM vendors out there from enterprise wide to specific functional specialities such as Marketing Automation or Customer Service. We will then help you to navigate the CRM universe by categorising the top 40 CRM vendors by functionality, delivery model, customer focus and other criteria. We also include an at a glance matrix that compares the top 40 CRM vendors and vendor category lists. Underestimate the importance of selecting the right system at your peril it is critical to a successful implementation. We always recommend to our clients that they take time to choose their system provider and develop a needs audit involving all stakeholders. Remember to consider future requirements too and not just current state. Otherwise, down the road, you may find that your business outgrows the CRM system and is even restricted by it. And finally, throughout the selection process always keep in mind the key benefits of a well implemented CRM system and strategy to keep you on the right track helping your business to enhance the way it interacts with and services customers through multiple channels and divisions. With a CRM suite, you can deploy company-wide best practices, implementing consistent, effective, and efficient processes across departments and business units, to ensure a positive end-end experience for your customer. 2

3 2.0 Types of CRM Vendors CRM systems have emerged as a way for businesses to streamline customer related processes across functional areas, increase the efficiency and effectiveness of customer transactions at all levels, and optimise service quality at every touch point. Within the CRM world, there are many types of solutions, each having their own flavour, and each meeting different business needs. As mentioned above, some vendors are focused on the entire enterprise solution, while others have specific functional specialities such as Marketing Automation or Customer Service. Enterprise CRM Enterprise CRM is a family of tightly-integrated applications that span both the front and back office operations throughout a company. These solutions which include sales force, marketing contact centre and help desk automation systems seamlessly coordinate and consolidate the disparate, repetitive processes and silo-ed data that often exist across multiple customer-facing business units. With enterprise CRM, all sales and marketing, service, and support staff can share information and work in synch to build stronger, more profitable customer relationships. 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 touchpoints. 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 utilise the CRM application and its features. On-Premise CRM On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer relationship management application that is housed at a client s location, and managed by its own employees. Internal IT personnel are responsible for installing all hardware and software components, integrating the solution with existing systems, deploying it to end-users, and storing all related data. System administration, upgrades and other routine maintainace are also performed by IT staff. Mobile CRM A mobile CRM application is a powerful, full featured software solution that allows field workers such as sales representatives, service staff, and support teams to access and interact with customer data while they are on the road. Using cell phones, Blackberry devices, Window Pocket PCs and other Web-enabled handheld appliances, users can retrieve and update customer-related information from back-end systems, manage opportunities and jobs, process orders, check inventory levels, and much more, just as easily as if they were in the office. 3

Within the CRM world, there are many types of solutions, each having their own flavour, and each meeting different business needs.

4 3.0 Vendor Matrix Company Name Suite Marketing Customer Service Call Centre SFA Hosted/SaaS On-Premise Enterprise Mid-Size Small 1 NetSuite 2 SAP 3 Maximiser Salesforce.com 7 Sage 8 Adapt CRM 9 Amdocs 10 MyBusiness CRM 11 Avidian 12 C2CRM 13 ClaritySoft 14 Tracker-RMS 15 Consona 16 Eloqua 17 esales Track 18 FrontRange 19 Infor 20 Infusionsoft 21 InsideSales.Com 22 Ivinex 23 Kana 24 Landslide 25 Marketo Oracle 28 Parature 29 LeadMaster 30 RightNow 31 webcrm 4

com 7 Sage 8 Adapt CRM 9 Amdocs 10 MyBusiness CRM 11 Avidian 12 C2CRM 13 ClaritySoft 14 Tracker-RMS 15 Consona 16

5 32 VAI 33 Salesnet 34 SalesNexus 35 Soffront 36 SugarCRM 37 Surado CRM 38 ClickHQ 39 Workbooks.com 40 Zoho 4.0 Vendor Categories Suite Marketing Customer Service Call Centre SFA NetSuite NetSuite NetSuite SAP Netsuite SAP SAP SAP zermaximizer Maximizer Maximizer SAP Maximizer Salesforce.com Amdocs Salesforce.com Salesforce.com Salesforce.com C2CRM Salesforce.com Sage Sage Sage FrontRange Sage Amdocs Adapt CRM Adapt CRM Infor Adapt CRM C2CRM Amdocs Amdocs InsideSales.com Amdocs Consona My Business CRM C2CRM Oracle My Business CRM esalestrack C2CRM Chordiant Leadmaster Avidian FrontRange ClaritySoft Consona RightNow C2CRM Infor Tracker-RMS esalestrack WebCRM ClaritySoft Consona FrontRange Surado CRM Tracker-RMS Oracle Eloqua Infor Tracker-RMS Consona Leadmaster esalestrack Infusionsoft esalestrack Rightnow FrontRange Ivinex FrontRange VAI Infor Kana Infor Soffront Infusionsoft Infusionsoft SugarCRM Marketo Oracle InsideSales.com 5

com Amdocs Salesforce.com Salesforce.com Salesforce.com C2CRM Salesforce.com Sage Sage Sage FrontRange Sage Amdocs Adapt CRM Adapt CRM Infor Adapt CRM C2CRM Amdocs Amdocs InsideSales.

6 Surado CRM Leadmaster Ivinex Workbooks.coom Oracle Parature Landslide Zoho CRM Leadmaster Commence Commence RightNow Oracle RightNow WebCRM LeadMaster WebCRM Soffront RightNow Soffront Sugar CRM webcrm SugarCRM Surado CRM VAI Surado CRM Tracker-RMS Salesnet ClickHQ Workbooks.com SalesNexus Workbooks.com Zoho CRM Soffront Zoho CRM SugarCRM Surado CRM ClickHQ Workbooks.com Zoho CRM Hosted/ SaaS On- Premise Enterprise Mid-size Small Netsuite SAP Netsuite Netsuite Netsuite SAP Maximizer SAP SAP Maximizer Maximizer Maximizer Salesforce.com Salesforce.com Sage Sage Sage My Business CRM Adapt CRM Salesforce.com Salesforce.com Adapt CRM Avidian Amdocs Sage Sage MyBusiness CRM C2CRM Avidian Amdocs Adapt CRM Avidian ClaritySoft C2CRM C2CRM Avidian ClaritySoft Tracker-RMS ClaritySoft Consona C2CRM Tracker RMS Eloqua Consona Eloqua ClaritySoft esalestrack esalestrack FrontRange FrontRange ClickHQ FrontRange Infusinsoft Infor Infor Consona Infusionsoft 6

Tracker-RMS Salesnet ClickHQ Workbooks.com SalesNexus Workbooks.com Zoho CRM Soffront Zoho CRM SugarCRM Surado CRM ClickHQ Workbooks.

7 InsideSales.com Kana Ivinex Eloqua InsideSales.com Ivinex Kana esales Track Ivinex Landslide Oracle Landslide FrontRange Oracle Marketo LeadMaster Oracle InsideSales.com LeadMaster VAI Leadmaster Ivinex webcrm Oracle SugarCRM Parature Kana Salesnet Parature Surado CRM RightNow Landslide SalesNexus LeadMaster VAI Marketo Soffront RightNow Surado CRM SugarCRM Web CRM MyBusinessCRM Oracle Surado CRM VAI Parature Click HQ Salesnet LeadMaster Workbooks.com SalesNexus RightNow Zoho CRM Soffront SugarCRM Surado CRM Click HQ Workbooks.com Zoho CRM webcrm VAI Salesnet Sa;esNexus Soffront StayinFront SugarCRM Surado CRM Workbooks.com 7

com LeadMaster VAI Leadmaster Ivinex webcrm Oracle SugarCRM Parature Kana Salesnet Parature Surado CRM RightNow Landslide SalesNexus LeadMaster VAI Marketo

8 5.0 And finally...don t forget to follow Goodform s Top Ten Tips to a Successful CRM Implementation! 1. Ownership: Appoint an owner of CRM in your organisation along with a Board Sponsor and a data champion. 2. Define the CRM strategy and ensure it is in line with the overall company aims and objectives. 3. Develop clear objectives from your CRM strategy with measurable KPI s. Ask yourself, what success will look like and start measuring now. 4. Ensure company wide support and awareness, including CRM training and all staff. 5. Apply proper project disciplines to implementation including steering group, budgets and timelines. 6. Review internal structures and processes first put the appropriate organisation structure in place prior to systems implementation. 7. Take time to choose your systems provider and develop a needs audit involving all stakeholders. Remember to consider future requirements and not just current state. 8. Ask for help & advice! Use experts and visit other organisations, in and out of the sports industry, to build up knowledge. 9. Step by step! Start small and build, implement in bite size chunks according to resources with regular reviews. CRM is an ongoing commitment, not a one-time event. 10. Remember the importance of customer service...if you really value customer relationships; ensure ever customer touch point is giving consistently high service. 8

Define the CRM strategy and ensure it is in line with the overall company aims and objectives. 3. Develop clear objectives from your CRM strategy with measurable KPI s.

TOP 40 CRM SOFTWARE VENDORS REVEALED. 2011 Edition. Profiles of the Leading CRM Software Vendors. Business-Software.com/CRM

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