TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012

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1 TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012

2 1. CLICKHQ BY CLICK INNOVATION CLOUD BASED CRM SOFTWARE FOR SMALL BUSINESS Overview Designed, developed and supported in the UK by people who have built and run SME s and who understand the everyday issues Unique interface and simple system logic that s easy to use and can be configured to suit individual businesses Customisable business process management with dynamic to do lists and overview screens Contact management, product/service management, marketing, telesales, sales pipeline management, order process management, quotes, invoices Specifically designed for small and medium sized companies Fully supported implementation process Key Info Founded: 2007 Headquarters: Cheltenham, UK Website: Phone: Customer Focus: Small and medium sized businesses of all industry types Example Customers: See company website for customer case studies Price: 35 per user per month including all features and telephone support COMMENTARY Click Innovation is an experienced software development company that prides itself on quickly understanding complex business challenges and in providing user friendly, value for money, easy to use software solutions that address those challenges. Click Innovation s ClickHQ software is a fully featured web based CRM software system that is easy to use and can be accessed quickly and securely from any web browser.

3 ClickHQ CRM software is designed to work as one joined up business system which will enable small and medium sized businesses to run efficiently. By focusing the system around people, and how they really work, Click Innovation clients are able to deal with more customers in less time. The system provides simple to access up-to-date data across all business functions and is designed to enable staff to easily access and disseminate information in one simple click. Click Innovation work with their customers through the implementation stage to make sure that the system is effective from day one and is configured specifically to work the way that they do. Click Innovation take full responsibility - They design, develop, deliver and support the ClickHQ solution in house in the UK. CONCLUSION What really sets Click Innovation apart from other business software companies is the level of personal support and customisation at an affordable price. Click Innovation take a consultative approach which is based on taking the time to understand the customers business in enough depth to configure the system specifically for their needs. The joined up, intuitive nature and business logic of the ClickHQ system is based on the management teams experience in running fast growing SME s themselves. The quality of the on-going UK based support and the importance placed on customer relationship management makes this a winner for small businesses that are looking for a value for money well supported system. ClickHQ is highly recommended for small businesses (up to 50 employees) looking for a flexible CRM system with simple but effective business process management. ClickHQ offers a lot of the benefits of an enterprise level CRM system packaged for smaller businesses.

4 2. SAP ON PREMISE AND HOSTED ENTERPRISE SOFTWARE SUITE Overview SAP is a market leader in enterprise application software SAP has sales and development locations in more than 50 countries worldwide From back office to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organisations to work together more efficiently CRM, ERP, Financial Management, Human Capital Management, Product Lifecycle Management, Supplier Lifecycle Management, Supply Chain Management Key Info Founded: 1972 Headquarters: Walldorf, Germany Website: Phone: Customer Focus: Enterprise and Mid-Size businesses world-wide Example Customers: Colgate-Palmolive, Phillip-Morris International Price: ($) Price on Application COMMENTARY 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 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, and Wholesale Distribution.

5 Used by more than 3,000 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 Centre - Maximize customer loyalty, reduce costs, and boost revenue by transforming a contact centre 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. CONCLUSION Great software for those that can afford it, SAP is a fully integrated business management software suite designed for large companies (250 employees plus) or for companies that want the benefits of large-scale business applications without the need for a large IT infrastructure. However, SAP does sell to smaller companies but their solution comes at a price that smaller businesses may not be able to justify or afford. Whether you re implementing SAP software on premise or accessing it over the cloud, SAP offer a wide range of services designed to fit the needs of large businesses. With one of the world s largest and best-trained design, implementation and operations teams, they can get you up and running quickly.

6 3. NETSUITE CLOUD BASED CRM SOFTWARE SOLD AS A SERVICE Overview: Over 5,000 customers worldwide Software as a Service ERP, CRM and Financial Management System NetSuite offer real time inventory management Software Satisfaction Awards 2008: Best Enterprise CRM Software Web based professional services automation Industry solutions for software, wholesale distribution, manufacturing, ecommerce and professional services Key Info Founded: 1998 Headquarters: San Mateo, California, USA Website: Phone: Customer Focus: Medium sized businesses and divisions of Global companies Example Customers: Oakland Athletics, Novak Conversions Inc. Price: Starts at $499 per month plus $129 per month per user COMMENTARY Founded in 1998, NetSuite Inc. is a 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, order fulfilment, inventory, accounting and finance, product assembly, ecommerce, web site management, and employee productivity. NetSuite enables companies to manage all key business operations in a single system, which includes accounting / enterprise resource planning, customer relationship management, and ecommerce. NetSuite is delivered as an on-demand service, so there is no hardware to

7 procure, no large, up-front license fee, and no complex set-ups. Finally, NetSuite s patentpending real-time dashboard technology provides an easy-to-use view into role-specific business information that is always up-to-date. CONCLUSION 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. NetSuite is undoubtedly a well-polished system but it is more suitable to larger SME s with more than circa 50 users as the cost per user for smaller deployments often works out to be more expensive than expected.

8 4. PIVOTAL CRM BY CDC SOFTWARE ON PREMISE AND CLOUD CRM SOFTWARE Overview: Intelligent system that allows 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 ( ). Key Info Founded: 1994 Headquarters: Atlanta, USA Website: Phone: Customer Focus: Enterprise, Mid-sized businesses Example Customers: Miller Heiman, Toyota France, Savills Price: Priced on Application COMMENTARY 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. Sales: Marketing: Shorten the sales cycle and improve close ratios. Increase response rates and lead quality.

9 Service: Partner Management: Analytics: Mobile CRM: Social CRM: Accelerate incident resolution and improve customer satisfaction. Collaborate more effectively with your partner channels. Make better-informed business decisions. Increase the productivity and effectiveness of field and mobile users. Market-leading integration of the most commonly used social media applications CONCLUSION CDC Software is a customer driven company, is a hybrid enterprise software provider of onpremise and cloud deployments. Leveraging a service-oriented architecture, CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloudbased Software as a Service or blended-hybrid deployment offerings. CDC Software s solutions include enterprise resource planning, 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, and customer relationship management, marketing automation, and complaint management and aged care solutions. Pivotal is a good solution for larger businesses with circa 100 to 250 employees that need to map custom business processes into customer relationship management.

10 5. RIGHT NOW HOSTED CRM SOFTWARE Overview: RightNow claims to have one of the highest retention rates in the CRM industry Fully integrated into multiple channels such as web self-service, management, phone, social web, live chat, communities, feedback RightNow is recognized as a Leader in 2009 Magic Quadrant for E-Service Suites; Forrester ranked RightNow as a leader in the enterprise CRM suite market Boasts a host of Blue Chip customers Key Info Founded: 1997 Headquarters: Bozeman, MT, USA Website: Phone: Customer Focus: Large enterprises Example Customers: Black & Decker, British Airways, Daimler Chrysler Price: Starting at $120 per month per user COMMENTARY Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. RightNow was created as a software product that was initially focused on customer service with an integrated knowledge base. As the company grew, it added sales automation, marketing automation, voice automation, customer feedback management and analytics to its product, creating a full CRM suite. Today, more than 1,500 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, Nikon and the Social Security Administration.

11 RightNow Technologies, Inc. provides customer relationship management (CRM) software. Its CRM software suite includes RightNow Marketing, RightNow Sales, and RightNow Service. These solutions are designed to provide real-time visibility across all customerfacing departments, maximizing the efficiency of an organization and helping to provide a superior customer experience. CONCLUSION RightNow Service - Provides a multilingual and multichannel customer service solution that captures customer interactions from both traditional and online channels. RightNow Sales - An intuitive, easy-to-use sales automation solution, RightNow Sales maximizes sales efficiency and productivity. RightNow Sales suite provides sales forecasting and reporting data, and manages accounts, track leads, organize contacts, and creates selling opportunities. RightNow Marketing - Offers functionality to manage marketing campaigns and automate standard campaign activities. RightNow Marketing helps turn ideas into reality, reducing the complexity of campaign administration and providing the actionable insight to track campaign impact. RightNow experience and leadership in consumer-centric CRM spans numerous industries including: consumer electronics / hardware, financial services, government, higher education, retail / consumer packaging goods, software and online services, telecommunications, travel and hospitality. RightNow is a really good solution for large businesses (250 + employees) that need to deal with large numbers of customers from different locations especially if your business is covered by a specialist vertical.

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