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

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1 TOP 40 CRM SOFTWARE VENDORS REVEALED 2010 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. 2010, 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. 2010, 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. 2010, 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 AppShore x x x x 11 Avidian Technologies x x x x x 12 C2CRM x x x x x x x x x 13 Chordiant x x x x x 14 ClaritySoft x x x x x x 15 coaction x x x x x 16 Consona x x x x x x x 17 Eloqua x x x x 18 esalestrack 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 Infusion x x x x x 22 InsideSales.com x x x x x 23 Kana x x x x 24 Landslide x x x x 25 Marketo x x x x 26 Oncontact Software x x x x x x x 27 Oracle x x x x x x x x x x 28 Parature x x x x 29 ProspectSoft x x x x x x 30 RightNow x x x x x x x x 31 RunE2E x x x x x x x 2010, 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 32 Sales Elites x x x x x x x x x x 33 Salesnet x x x x 34 SalesNexus x x x x 35 Soffront x x x x x x x 36 SugarCRM x x x x x x x x 37 Surado CRM x x x x x x x x x x 38 Tracker-RMS x x x x x x x 39 Workbooks.com x x x x x x x 40 Zoho x x x x x x 2010, 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 AppShore 10 C2CRM 11 esalestrack 11 C2CRM 11 Chordiant 12 FrontRange 12 Chordiant 12 Consona 13 Infor 13 ClaritySoft 13 esalestrack 14 Oncontact Software 14 Consona 14 FrontRange 15 Oracle 15 Eloqua 15 Infor 16 ProspectSoft 16 esalestrack 16 Infusion 17 RightNow 17 FrontRange 17 Kana 18 Sales Elites 18 Infor 18 Oncontact Software 19 Soffront 19 Infusion 19 Oracle 20 SugarCRM 20 Marketo 20 Parature 21 Surado CRM 21 Oncontact Software 21 RightNow 22 Workbooks.com 22 Oracle 22 RunE2E 23 Zoho 23 RightNow 23 Sales Elites 24 RunE2E 24 Soffront 25 Sales Elites 25 SugarCRM 26 Soffront 26 Surado CRM 27 SugarCRM 27 Tracker-RMS 28 Surado CRM 28 Workbooks.com 29 Tracker-RMS 29 Zoho 30 Workbooks.com 31 Zoho 2010, 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 AppShore 11 RightNow 11 Avidian Technologies 12 RunE2E 12 C2CRM 13 Sales Elites 13 Chordiant 14 Surado CRM 14 ClaritySoft 15 coactoin 16 Consona 17 esalestrack 18 FrontRange 19 Infor 20 Infusion 21 InsideSales.com 22 Landslide 23 Oncontact Software 24 Oracle 25 ProspectSoft 26 RightNow 27 RunE2E 28 Sales Elites 29 Salesnet 30 SalesNexus 31 Soffront 32 SugarCRM 33 Surado CRM 34 Tracker-RMS 35 Workbooks.com 36 Zoho 2010, 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 AppShore 6 Adapt CRM 7 Avidian Technologies 7 Amdocs 8 C2CRM 8 Avidian Technologies 9 ClairtySoft 9 C2CRM 10 coaction 10 Chordiant 11 Eloqua 11 ClaritySoft 12 esalestrack 12 Consona 13 Infusion 13 FrontRange 14 InsideSales.com 14 Infor 15 Landslide 15 Kana 16 Marketo 16 Oncontact Software 17 Oncontact Software 17 Oracle 18 Oracle 18 ProspectSoft 19 Parature 19 RunE2E 20 ProspectSoft 20 Sales Elites 21 RightNow 21 SugarCRM 22 RunE2E 22 Surado CRM 23 Sales Elites 24 Salesnet 25 SalesNexus 26 Soffront 27 SugarCRM 28 Surado CRM 29 Tracker-RMS 30 Workbooks.com 31 Zoho 2010, 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 AppShore 8 Amdocs 8 Adapt CRM 8 Avidian Technologies 9 C2CRM 9 Avidian Technologies 9 ClaritySoft 10 Chordiant 10 C2CRM 10 coaction 11 Consona 11 ClaritySoft 11 esalestrack 12 Eloqua 12 coaction 12 FrontRange 13 FrontRance 13 Consona 13 Infusion 14 Infor 14 Eloqua 14 InsideSales.com 15 Kana 15 esalestrack 15 Oracle 16 Landslide 16 FrontRange 16 ProspectSoft 17 Oracle 17 InsideSales.com 17 Sales Elites 18 Parature 18 Kana 18 Salesnet 19 RightNow 19 Landslide 19 SalesNexus 20 RightNow 20 Marketo 20 Soffront 21 Surado CRM 21 Oncontact Software 21 SugarCRM 22 Oracle 22 Surado CRM 23 Parature 23 Tracker-RMS 24 ProspectSoft 24 Workbooks.com 25 RightNow 25 Zoho 26 RunE2E 27 Sales Elites 28 Salesnet 29 SalesNexus 30 Soffront 31 StayinFront 32 SugarCRM 33 Surado CRM 34 Workbooks.com 2010, 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 2010, 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. 2010, 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 2010, 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 2010, 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. 2010, 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. 2010, 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. 2010, 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 19

20 About Pivotal CRM Founded in 1994 and currently operating in more than 50 countries, CDC Software is a provider of enterprise software applications and services designed to help organizations deliver a superior customer experience while increasing efficiencies and profitability. As part of CDC Software s product offering, Pivotal CRM is used by over 1800 customers, worldwide. CDC Software s Pivotal CRM is a flexible, powerful customer relationship management solution. Built with the user experience in mind, Pivotal CRM offers flexibility and customizability, enabling companies to tailor the system precisely to their users needs. With a Microsoft-style interface and role- and task-based navigation, Pivotal CRM is a familiar and comfortable system for users, reducing the learning curve and increasing the speed of user adoption. Pivotal CRM embeds Microsoft Outlook and SharePoint right within the CRM system and integrates closely with the Microsoft Office suite, bringing data to the user when and where they need it, for optimal efficiency. Pivotal CRM is also available as industry-specific solutions for the financial services (institutional asset management, mutual fund wholesaling, capital markets, commercial 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 20

21 About Pivotal CRM Pivotal CRM software includes solutions for: 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 partner channels. Analytics: Make better-informed business decisions. Call Scripting: Enables consistent brand marketing that improves employee confidence and productivity. Mobile CRM: Increase the productivity and effectiveness of field and mobile users with handheld CRM. In addition, CDC Software offers a range of professional services designed to get companies systems up and running, to train users and administrators, and to support an organization s ongoing success with effective strategies for change management and user adoption. From helping large IT teams become technically self-sufficient to taking on the full hosting and management of a CRM system, CDC Software offers a continuum of services that fit an organization s precise needs. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 21

22 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 22

23 About Microsoft Dynamics 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 quickly up to speed 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, 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. By automated processes, clients can also reduce costs and help to ensure consistent customer service is delivered across all touchpoints. The Customer Service solution supports the following functions: Accounts, Cases, Contracts, Knowledge Base, Scheduling, Workflows, Mobility, Analytics. Marketing - With marketing management and automation software from Microsoft 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 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 23

24 About Microsoft Dynamics Microsoft technologies that companies may already use. This brings together data, 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 learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented by a Microsoft partner with the right industry and technical expertise. Microsoft Dynamics CRM and its global community of partners offer flexible, easy-to-use CRM solutions designed for many industries including Financial Services, Manufacturing, Professional Services, Healthcare Providers, Health and Social Services, Retail, Hospitality and Entertainment, Education and the Government sector. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 24

25 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: Public (NYSE: CRM) Founded: CA, 1999 Headquarters: San Francisco, CA Business Model: Hosted CRM Products: Contact Manager Edition Group Edition Enterprise Edition 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 $5/user/month Group starts at $25/user/month Professional starts at $65/user/month Enterprise starts at $125/user/month Unlimited starts at $250/user/month 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 25

26 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. Salesforce.com 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 post sales services. Salesforce.com s CRM products and cloud-computing model (also known as software as a service) provide many benefits to enterprises, requiring only moderate operating expense and offering a pay-as-you-go, elastic model that can scale with a company s changing needs. Salesforce CRM solutions offer the fastest path to customer success in the cloud. The company s CRM services principally focus on sales force automation, marketing automation, and customer service and support automation. Salesforce.com s sales force automation services enable salespeople to be productive by automating manual and repetitive tasks; provide organized data about their current and prospective customers; and help companies to establish a system and a process for recording, tracking, and sharing information. Salesforce.com s Sales Cloud: In recent years, cloud computing driven sales force automation led by Salesforce CRM SFA has pulled ahead of traditional onpremise 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 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 26

27 About Salesforce.com quality management. point-and-click customization, integration features, and helps manage approvals and workflows. Salesforce.com s Service Cloud: The Service Cloud transforms customer service through the power of cloud computing by bringing together information from industryleading cloud-computing services like Google, Facebook, and Twitter to capture every conversation and leverage every community expert in the cloud, ensuring that the quality of customer service is consistent across every channel. Salesforce.com s Custom Cloud: The Force.com cloud-computing platform enables companies to build and deliver business applications in a single environment using one data model, one sharing model, and one user interface. making it easy to customize and address industry-specific needs. Lastly, the AppExchange, a one-stop marketplace 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 preintegrated with Salesforce CRM solutions. Salesforce.com is headquartered in San Francisco, California. More than 1.1 million subscribers at 63,200 companies worldwide depend on Salesforce to manage their customer relationships. The company s software is used by companies of all sizes, in all industries, around the globe. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 27

28 Highlights ISM awards Sage SalesLogix and SageCRM as Top 15 CRM Small & Medium Business Software Award winners for ISM awards Sage SalesLogix Top 15 CRM Enterprise Software for 2009 Search CRM named SalesLogix CRM Suite - SMB Product of the Year in 2008 ACT! by Sage given Excellence in Technology Award by Small Business Computing in 2009 Ownership: Public (LSE:SGE) Founded: 1981 Headquarters: Irvine, CA Business Model: On-Premise and Hosted CRM Products: ACT! by Sage Sage CRM Sage CRM.com Sage SalesLogix Customer Focus: Mid-Size, Small SELECT CUSTOMERS: American Building Contractors Inc., Avnet, Citigroup, Endeavor Commerce, Grant Thornton, Kenexa Corporation, Legoland, Panasonic, The Seattle Times Co. Price: Not Listed 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 28

29 About Sage 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, merchant services and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit and real estate industries. Sage s CRM solutions include the following products: ACT! by Sage -- is the #1 selling contact and customer manager helping individuals and small business owners to work more effectively. With ACT by Sage!, business owners can access a complete, integrated view of their contact relationships, impress 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 solution with out-of-the-box configurable business process automation. SageCRM.com - is an on-demand CRM solution that leverages the power and convenience of the Web to provide a company s marketing, sales, and customer care teams with the tools they need to market and sell more effectively and provide industryleading service. Sage SalesLogix - is a robust, highly-customizable CRM software solution that provides a complete view of customer interactions across sales, marketing, customer service, and support and includes the following features: Centralized Customer Data Integrated Service and Support Robust Forecasting and Reportings Advanced Opportunity Management Full Featured Mobile CRM Back-Office Integration 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 29

30 Highlights Real-time accounting & ERP integration seamlessly links ADAPTcrm to midrange ERP systems Comprehensive customer service and support with warranty tracking Easy-to-use setup tables offer extensive platform configuration Robust contact management, sales force automation, marketing campaigns, service / repair management, sales opportunity management, and defect management Ownership: Private Headquarters: Costa Mesa, CA CRM Products: ADAPTcrm Founded: 1991 Business Model: On-Premise Customer Focus: Small-to-medium sized businesses, and divisions of larger enterprises in all verticals. Select Customers: Raytheon, Magic Software, Anchin Block & Anchin, SYSPRO Software, Dentek, Taylor Guitars, Yeti Cycles, Dunlop Manufacturing, Benchmade Knife Co., and many more 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 30

31 About Adapt CRM 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 company continues to develop and market moderately priced, end-to-end Customer and Supplier Relationship Management solutions characterized by leading-edge technology, comprehensive functionality and a solid implementation methodology. ADAPTcrm, the company s flagship product, was built from the ground up, not acquired from various other software developers. Because we have always maintained development and ownership exclusivity, the system maintains unsurpassed 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 touch points within an organization. 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. Depending upon your specific requirements, ADAPTcrm implementation services (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 becoming proficient through our extensive training course offerings. Each consulting project has a detailed, step-by-step plan for implementation, to help the customers accurately project time and cost estimates. 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 31

32 About Adapt CRM Depending upon your specific requirements, ADAPTcrm implementation services (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 becoming proficient through our extensive training course offerings. Each consulting project has a detailed, step-by-step plan for implementation, to help the customers 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 32

33 About Adapt CRM Complete Customer Services To help companies maintain customer satisfaction, there are advanced tools for managing service contracts, tickets/incidents, defect tracking, and warranty programs and renewals. Methods MS Outlook, SMTP Mail Server, Lotus Notes, GroupWise. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 33

34 (314) Highlights #1 telecom operations management systems vendor (Gartner) #1 vendor in worldwide billing (IDC) One to Watch Enterprise Suite CRM Category (CRM magazine) Product of the year (Amdocs 7) (Call Center magazine), 2007 Best Practice Award for Global Billing Solutions (Frost & Sullivan) Ownership: Public (NYSE: DOX) Founded: 1982 Headquarters: Chesterfield, MO Software Model: On-Premise CRM Products: Amdocs Customer Management (part of CES portfolio) Customer Focus: Enterprise, primarily in the telecommunications space. Select Customers: ACER, China Mobile, Japan Telcom, Telstra, Vodafone, Yellow Pages Group, ABN Ambro, Cable & Wireless, T-Mobile, AT&T, Bell Canada, Fiserve, Quixtar, Sprint Nextel, DIRECTV, Comcast, Clearwire, Union Bank of California Price: Not Published 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 34

35 About Amdocs 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 help customers execute their strategies and achieve service, operational and financial excellence. A global company (NYSE: DOX) with revenue of $3.16 billion in fiscal 2008, Amdocs has more than 17,000 employees and serves customers in more than 50 countries around the world. Amdocs customers are among the largest, most innovative communications companies in the world. In more than 1.3 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. Amdocs mission is to help the world s leading providers of wireline, wireless, broadband cable and satellite services deliver a customer experience that truly makes a difference and results in a real competitive edge. Amdocs roots in the communications industry gives them deep insight into what it takes to build stronger, more profitable customer relationships. The company s unique combination of software, consulting services and global strategic sourcing (also known as managed services), and unmatched industry experience spans all business processes and business- and operational-support systems (BSS/OSS), customer experience systems. Together, they work to minimize the risk and maximize the benefit of systems transformations, whether sweeping or incremental. Amdocs products span business- and operational support systems or customer 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. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 35

36 Highlights Extremely affordable hosted CRM Suited for small business who need basic CRM functionality Excellent customer service and support Simple, straightforward and easy to use Ownership: Private Founded: California, 2004 Headquarters: Folsom, California Business Model: Hosted CRM PRODUCTS: Professional Edition Premium Edition Customer Focus: Small businesses. Select Customers: QwikQuote, esource Marketing, First Home Help, Blue Reef Yachting, AmeriShade Price: Professional Edition starts at $11 per user per month for a one year contract, $14 per user per month for a month-to-month subscription Premium Edition starts at $19 per user per month for a one year contract, $24 per user per month for a month-to-month subscription. 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 36

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