1 TOP 40 CRM SOFTWARE VENDORS REVEALED 2012 Edition Profiles of the Leading CRM Software Vendors For more information, visit Business-Software.com/CRM
2 CRM Solutions For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. Activities that were already complex have become highlycomplicated, multi-faceted workflows and procedures that are difficult to coordinate, track and manage. Marketing teams must plan and develop an increasing number of sophisticated campaigns, and deliver them through multiple mediums. Sales reps must follow-up on hundreds of new leads, while juggling existing sales cycles. Support staff must rapidly resolve a growing volume of customer problems and issues. And, management must oversee customer-facing operations across all departments, and ensure that all client interactions are handled in a responsive and professional manner. Customer relationship management (CRM) systems has 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 optimize service quality at each touch-point. Within the CRM world, there are many types of solutions, each having their own flavor, and each meeting different business needs. What is Enterprise CRM? Enterprise customer relationship management is a family of tightly-integrated applications that span both front- and back-office operations throughout a company. These solutions which include sales force, marketing, contact center, 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, marketing, service, and support staff can share 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 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 utilize the CRM application and its features. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2
3 CRM Solutions What is 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 maintenance are also performed by IT staff. What is 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 re on the road. Using cell phones, Blackberry devices, Windows 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. Key Benefits of CRM Solutions for Your Company CRM solutions can help your business 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-to-end experience for your customer. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
4 About the Report Our Goal Business-Software.com s Top 40 CRM Vendor report is intended to be used as a guide to help end-users in their vendor selection process. Given the wide array of CRM vendors currently in the marketplace, Business-Software.com helps users navigate this universe by categorizing the top CRM 40 vendors by functionality, delivery model, customer focus, and other criteria. In addition to including an at-a-glance matrix that compares the top 40 CRM vendors and vendor category lists, Business-Software also presents high-level summaries for each of these vendors to help end-users identify which best meet their specific business requirements. Types of CRM Vendors The landscape of CRM vendors is wide and varied. Some vendors are focused on the entire enterprise solution, while others have specific functional specialties such as Marketing Automation or Customer Service. Some vendors offer solutions that are more ideally suited for small or medium-sized businesses while others are optimal for large organizations. Some vendors offer a monthly-subscription model (SAAS software as a service ) while others price based on number of seats. Lastly, some have an onpremise solution while others are hosted on the web. Depending on an organization s specific needs, there will be one or more vendors that will be deemed more suitable. Report Contents We ve organized the contents in this report to best facilitate the research process. The report is organized in the following way: 1) Vendor Matrix includes an at-a-glance matrix that lists the vendors by row and various categories by column 2) Vendor Categories includes list of vendors by different categories 3) Vendor Profiles includes a high-level profile for each of the 40 CRM vendors in the report In Summary The vendors highlighted in this report represent the top companies in the CRM space and are categorized by different criteria. We hope you will find this report a useful research tool as you begin to narrow your search for the right CRM vendor that meets your business needs. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
5 Vendor Matrix Suite Marketing Customer Service Call Center SFA Hosted/SaaS On-Premise Enterprise Mid-Size Small Company Name 1 NetSuite x x x x x x x x 2 SAP x x x x x x x x x 3 Maximizer x x x x x x x x 4 Pivotal (CDC Software) x x x x x x x x 5 Microsoft Dynamics x x x x x x x x x x 6 Salesforce.com x x x x x x x x x 7 Sage x x x x x x x x x 8 Adapt CRM x x x x x x 9 Amdocs x x x x x x x 10 MyBusiness CRM x x x x x x x 11 Avidian Technologies x x x x x 12 C2CRM x x x x x x x x x 14 ClaritySoft x x x x x x 15 Tracker-RMS x x x x x x x 16 Consona x x x x x x x 17 Eloqua x x x x 18 Aplicor x x x x x x x 19 FrontRange x x x x x x x x x 20 Infor x x x x x x x 21 Infusionsoft x x x x x 22 InsideSales.com x x x x x 23 Ivinex x x x x x x 24 Kana x x x x 25 Landslide x x x x 26 Marketo x x x x 27 Oncontact Software x x x x x x x 28 Oracle x x x x x x x x x x 29 Parature x x x x 30 LeadMaster x x x x x x x x x x 31 RightNow x x x x x x x x 32 webcrm x x x x x x x x 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited.
6 Vendor Matrix Suite Marketing Customer Service Call Center SFA Hosted/SaaS On-Premise Enterprise Mid-Size Small Company Name 33 VAI x x x x x x x x 34 Salesnet x x x x 35 OmnipriseCRM x x x x x x x x x 36 Soffront x x x x x x x x x 37 SugarCRM x x x x x x x x 38 Surado CRM x x x x x x x x x x 39 ClickHQ x x x x x 40 Workbooks.com x x x x x x x 41 Zoho x x x x x x 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 6
7 Vendor Categories Suite Marketing Customer Service 1 NetSuite 1 NetSuite 1 NetSuite 2 SAP 2 SAP 2 SAP 3 Maximizer 3 Maximizer 3 Maximizer 4 Pivotal (CDC Software) 4 Pivotal (CDC Software) 4 Pivotal (CDC Software) 5 Microsoft Dynamics 5 Microsoft Dynamics 5 Microsoft Dynamics 6 Salesforce.com 6 Salesforce.com 6 Salesforce.com 7 Sage 7 Sage 7 Sage 8 Amdocs 8 Adapt CRM 8 Adapt CRM 9 C2CRM 9 Amdocs 9 Amdocs 10 Consona 10 MyBusiness CRM 10 C2CRM 11 Aplicor 11 C2CRM 11 ClaritySoft 12 FrontRange 12 ClaritySoft 12 Consona 13 Infor 13 Tracker-RMS 13 Aplicor 14 Oncontact Software 14 Consona 14 FrontRange 15 Oracle 15 Eloqua 15 Infor 16 LeadMaster 16 Aplicor 16 Infusionsoft 17 RightNow 17 FrontRange 17 Ivinex 18 VAI 18 Infor 18 Kana 19 Soffront 19 Infusionsoft 19 Oncontact Software 20 SugarCRM 20 Marketo 20 Oracle 21 Surado CRM 21 Oncontact Software 21 Leadmaster 22 Workbooks.com 22 Oracle 22 Parature 23 Zoho 23 Leadmaster 23 Commence 24 Commence 24 RightNow 25 RIghNow 25 WebCRM 26 WebCRM 26 OmnipriseCRM 27 OmnipriseCRM 27 Soffront 28 Soffront 28 Sugar CRM 29 SugarCRM 29 Surado CRM 30 Surado CRM 30 Tracker-RMS 31 ClickHQ 31 Workbooks.com 32 Workbooks.com 32 Zoho CRM 33 Zoho CRM 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 7
8 Vendor Categories Call Center SFA 1 SAP 1 NetSuite 2 Pivotal (CDC Software) 2 SAP 3 Microsoft Dynamics 3 Maximizer 4 Salesforce.com 4 Pivotal (CDC Software) 5 Amdocs 5 Microsoft Dynamics 6 C2CRM 6 Salesforce.com 7 FrontRange 7 Sage 8 Infor 8 Adapt CRM 9 InsideSales.com 9 Amdocs 10 Oracle 10 MyBusiness CRM 11 Leadmaster 11 Avidian Technologies 12 RightNow 12 C2CRM 13 WebCRM 13 ClaritySoft 14 Surado CRM 14 Tracker-RMS 15 Tracker-RMS 15 Consona 16 Aplicor 17 FrontRange 18 Infor 19 Infusionsoft 20 InsideSales.com 21 Ivinex 22 Landslide 23 Oncontact Software 24 Oracle 25 LeadMaster 26 RightNow 27 webcrm 28 VAI 29 Salesnet 30 OmnipirseCRM 31 Soffront 32 SugarCRM 33 Surado CRM 34 ClickHQ 35 Workbooks.com 36 Zoho 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 8
9 Vendor Categories Hosted On-Premise 1 NetSuite 1 SAP 2 SAP 2 Maximizer 3 Microsoft Dynamics 3 Pivotal (CDC Software) 4 Salesforce.com 4 Microsoft Dynamics 5 Sage 5 Sage 6 MyBusiness CRM 6 Adapt CRM 7 Avidian Technologies 7 Amdocs 8 C2CRM 8 Avidian Technologies 9 ClaritySoft 9 C2CRM 10 Tracker-RMS 10 ClaritySoft 11 Eloqua 11 Consona 12 Aplicor 12 FrontRange 13 Infusionsoft 13 Infor 14 InsideSales.com 14 Kana 15 Ivinex 15 Oncontact Software 16 Landslide 16 Oracle 17 Marketo 17 LeadMaster 18 Oncontact Software 18 VAI 19 Oracle 19 OmnipriseCRM 20 Parature 20 SugarCRM 21 LeadMaster 21 Surado CRM 22 RightNow 23 webcrm 24 VAI 25 Salesnet 26 OmnipriseCRM 27 Soffront 28 SugarCRM 29 Surado CRM 30 ClickHQ 31 Workbooks.com 32 Zoho 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 9
10 Vendor Categories Enterprise Mid-Size Small 1 NetSuite 1 NetSuite 1 NetSuite 2 SAP 2 SAP 2 Maximizer 3 Maximizer 3 Maximizer 3 Microsoft Dynamics 4 Pivotal (CDC Software) 4 Pivotal (CDC Software) 4 Salesforce.com 5 Microsoft Dynamics 5 Microsoft Dynamics 5 Sage 6 Salesforce.com 6 Salesforce.com 6 Adapt CRM 7 Sage 7 Sage 7 MyBusiness CRM 8 Amdocs 8 Adapt CRM 8 Avidian Technologies 9 C2CRM 9 Avidian Technologies 9 ClaritySoft 10 Consona 10 C2CRM 10 Tracker-RMS 11 Eloqua 11 ClaritySoft 11 Aplicor 12 FrontRange 12 Tracker-RMS 12 FrontRange 13 Infor 13 Consona 13 Infusionsoft 14 Ivinex 14 Eloqua 14 InsideSales.com 15 Kana 15 Aplicor 15 Ivinex 16 Landslide 16 FrontRange 16 Oracle 17 Oracle 17 InsideSales.com 17 LeadMaster 18 Leadmaster 18 Ivinex 18 webcrm 19 Parature 19 Kana 19 Salesnet 20 RightNow 20 Landslide 20 OmnipriseCRM 21 VAI 21 Tracker-RMS 21 Soffront 22 Surado CRM 22 Oncontact Software 22 SugarCRM 23 MyBusinessCRM 23 Oracle 23 Surado CRM 24 Parature 24 ClickHQ 25 LeadMaster 25 Workbooks.com 26 RightNow 26 Zoho 27 webcrm 28 VAI 29 Salesnet 30 OmnipriseCRM 31 Soffront 32 StayinFront 33 Sugar CRM 34 Surado CRM 35 Workbooks.com 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 10
11 Highlights The #1 web-based accounting system with over 6,600 customers worldwide Anytime, anywhere access, and reduced technology costs with SaaS NetSuite receives ISM s Top 15 CRM Software Award in 2009 NetSuite Inc. receives 2009 CRM Excellence Award from Customer Interaction Solutions Magazine Software Satisfaction Awards 2008: Best Enterprise CRM Software and Best Mid- Range CRM Software Ownership: Public - NYSE: N Founded: California, 1998 Headquarters: San Mateo, California Business Model: Hosted CRM Products: NetSuite NetSuite CRM + Customer Focus: Fast-growing and mid-sized businesses and divisions of global enterprises. Select Customers: Aeris.net, AMPRO, Oakland Athletics, Novak Conversions Inc., Document Sciences Price: NetSuite CRM+: $129 /user /month (includes maintenance & support), NetSuite: $499 /month base fee and $99 /user /month (includes maintenance, support is extra); Free Trial 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 11
12 About Netsuite Founded in 1998, NetSuite Inc. (NYSE: N) is the leading provider of on-demand, 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 single hosted system, including: customer relationship management (CRM); order fulfillment; inventory; accounting and finance, product assembly; ecommerce; Web site management; and employee productivity. NetSuite was originally incorporated as NetLedger by its founders Larry Ellison and a young protégé, Evan Golberg. The company s name was later changed to 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. Netsuite s CRM Solutions include: NetSuite - An on-demand system that supports the entire company and includes customer relationship management (CRM) as well as enterprise resource planning (ERP) functionality. NetSuite CRM+ - A powerful customer relationship management system, including sales force automation, opportunity management, forecasting, marketing automation, customer support and service, flexible customization through SuiteFlex and more. NetSuite CRM is a hosted CRM application that provides sales reps with a 360 degree 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. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 12
13 Highlights One of the largest software companies the world. Offers integrated suite of CRM, ERP, Supply Chain, HR, Financial and other enterprise applications. Forrester names SAP CRM Leader ISM Top 15 CRM Enterprise Winner in 2008 SAP named Leader in CRM Magazine s 2009 CRM Market awards Ownership: Public (NYSE:SAP) Founded: 1972, Germany Headquarters: Walldorf, Germany Business Model: Hosted and On-Premise CRM Products: SAP CRM SAP Business All-in-One SAP Business by Design SAP Business One Customer Focus: Enterprise and Mid-Size Select Customers: AMD, Colgate-Palmolive, Phillip-Morris International, LyondellBasell, Pentax Medical Price: Starting at $75/user/month 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 13
14 About SAP Founded in 1972 as Systems Applications and Products in Data Processing, SAP is headquartered in Walldorf, Germany. The company employs more than 48,500 people in more than 50 countries, and serves more than 89,000 customers worldwide. SAP Americas is a subsidiary of SAP AG and is headquartered in Newtown Square, PA. SAP offers CRM on-demand solutions that are easy-to-use, Web-based, and available on a subscription basis. SAP CRM was developed to address the unique, end-to-end requirements for major industries including: Auto, Chemicals, Consumer Products, Retail, Telecommunications, Professional Services, Public Sector, High Tech, Industrial Machinery & Components, Media, Utilities, Oil & Gas, Wholesale Distribution. SAP CRM - for Enterprise Companies Used by more than 3,200 customers world-wide, SAP Customer Relationship Management (SAP CRM) is part of the SAP Business Suite and includes features and functions to support core business processes in the following areas: Marketing Gain the essential business insights needed to make intelligent decisions, sharpen their focus on customers to drive demand and increase customer retention, and better manage marketing resources to do more with less. Sales Transform organization s direct and indirect sales force into a team of 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 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 14
15 About SAP can streamline and complete a process from end to end. For example, companies can use CRM functionality to create an opportunity and convert it directly into a quote, and then later use the ERP functionality to convert it into a sales order complete with product, pricing, billing, and delivery. SAP Business ByDesign - On-Demand Solution, for Mid-Size and Small This is the fully integrated business management software designed for midsize companies or small businesses that want the benefits of large-scale business applications without the need for a large IT infrastructure. It enables preconfigured process best practices for managing financials, customer relationships, human resources, projects, procurement, and the supply chain. SAP takes care of installation, maintenance, and upgrades so companies can focus on their business, not on IT. SAP BusinessOne - For Small Companies This is the single integrated business management application for small businesses. The SAP Business One application integrates all core business functions across an entire company including financials, sales, customer relationship management, inventory, and operations. Unlike many other small business solutions on the market today, SAP Business One is a single application, eliminating the need for separate installations and complex integration of multiple modules. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 15
16 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 CRM 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. 16
17 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. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 17
18 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. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 18
19 PIVOTAL Highlights Highly flexible platform and applications enable companies to precisely model their unique business processes. Microsoft Outlook and SharePoint are embedded within the Pivotal CRM solution for a seamless experience; Microsoft Office is closely integrated for one-click data lookup or export. Industry-specific software solutions offer close business fit. ISM Top 15 CRM Enterprise Packages ( ). Ownership: Public (NASDAQ:CHINA) Founded: 1994 Headquarters: Atlanta, GA Business Model: On-Premise CRM Products: Pivotal CRM Pivotal Handheld CDC Market First CDC Report Customer Focus: Enterprise, Mid-sized Select Customers: Calamos Investments, Miller Heiman, Softrax, Sysmex America, AAA Western & Central NY, Toyota France, Pacific Life, Toll Brothers, Savills Price: Not published. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19
20 About CDC Pivotal CRM CDC Pivotal CRM is an intuitive, powerful solution for companies that want to use CRM strategically to model and streamline their unique processes, not dictate them. Built for user adoption, CDC Pivotal CRM offers unparalleled flexibility and customizability. Microsoft Outlook and SharePoint are embedded right within the system for a seamless experience. CDC Pivotal CRM Solutions: Sales - Shorten the sales cycle and improve close ratios. Marketing - Increase response rates and lead quality. Service - Accelerate incident resolution and improve customer satisfaction. Partner Management - Collaborate more effectively with your partner channels. Analytics - Make better-informed business decisions. Mobile CRM - Increase the productivity and effectiveness of field and mobile users. Social CRM Market-leading integration of the most commonly used social media applications. CDC Pivotal CRM provides a powerful application platform and additional capabilities in contact centers, partner management and interactive selling. Specialized solutions are designed to meet the unique needs of the following industries: Financial services Home building and real estate Manufacturing Life sciences Healthcare CDC Software, The Customer-Driven Company, is a hybrid enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blendedhybrid deployment offerings. CDC Software s solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-commerce, human capital management, customer relationship management (CRM), marketing automation, complaint management and aged care solutions. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20
21 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 CRM Market Leader - ROI Awards CRM Magazine Leader, Enterprise, MidMarket, and BI Ownership: Public (NASDAQ: MSFT) Headquarters: Redmond, WA CRM Products: Microsoft Dynamics CRM Founded: WA, 1975 Business Model: On-Premise and Hosted Customer Focus: Enterprise, Mid-Size and Small Businesses Select Customers: Barclays, Hard Rock Cafe, Pfizer Australia, United States Air Force 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. 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21
22 About Microsoft Dynamics The full-suite Professional Edition is priced between $622 and $880 per user, and between $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. 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. Whether a company is a small, growing business or a large organization with a high number of customers and large sales and marketing team, it can use Microsoft Dynamics to help manage relationships even better. The Microsoft Dynamics CRM suite of products provides solutions around Sales Force Automation, Customer Service, and Marketing. Sales Force Automation - Clients can get their sales force up to speed quickly with the advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales. The Sales Force Automation solution supports the following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline, Workflows, Mobility, and Analytics. Customer Service - With Microsoft Dynamics CRM customer service solutions, clients can transform customer service into a strategic asset. With a 360-degree view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service software. Through automated processes, clients can also reduce costs and help to ensure consistent customer service is delivered across all touch points. The Customer Service solution supports the following functions: Accounts, Cases, Contracts, Knowledge Base, Scheduling, Workflows, Mobility, and Analytics. Marketing - With marketing management and automation software from Microsoft 2012, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22