Customer Relationship Management CRM Buyers Guide

CRM Survey in CAmagazine - click here for the article - December 2004
Introduction to CRM systems in the Bottom Line - click here for the article - November 2003
Review of Microsoft CRM in CAmagazine - click here for the article - July 2003

Product Listings

Below you will find contact management and CRM products. Contact management is one component of CRM, but tools for automating marketing, sales and service are also included in CRM. Marketing automation could encompass campaign management, telemarketing and computer telephone integration (when the telephone rings, for example, the contact automatically appears on your computer). With sales force automation, sales opportunities are tracked with workflow rules that automate stages in the selling process. Service management will help service representatives track and resolve customer service cases.

System	Brief Description	Case Study	Survey	Key Diff's	Review
ACCPAC CRM	ACCPAC CRM is an integrated sales, marketing, customer support and call center automation solution. ACCPAC CRM is Internet enabled. ACCPAC CRM integrates with ACCPAC Advantage Series and ACCPAC Pro Series "out-of-the-box".	Yes	Yes
ACT	From PC Magazine on October 14, 2004 - "ACT! 2005 Premium for Workgroups combines the leading contact manager with balanced, lightweight CRM features. With integrated e-mail and word processing, plus the ability to track companies, appointments, tasks, and custom business information, many sales pros won't need to touch another application on a typical day. "		Yes
Amdocs	Their solution includes marketing, sales, ordering, delivery, fulfillment, billing, settlement, service, support, and analytics. Amdocs is aglobal company that employs over 9,000 employees and serves customers in more than 40 countries around the world. Amdocs reported revenue of $1.774 billion in fiscal 2004.
Aspect	According to Aspect, "Aspect's global customer base includes more than two-thirds of the Fortune 50 and leading corporations in a range of industries, including transportation, financial services, insurance, telecommunications, retail and outsourcing, as well as large government agencies."
Atum	Founded January 2000, the Atum Group of Companies is a Canadian company that provides ASP CRM solutions, network security and administration, custom software and managed hosting.		Yes
C2 CRM	Clear Technologies developed C2 Customer Relationship Management software, designed to integrate sales, marketing and customer service. In addition to sales force automation, C2 provides marketing automation and project-related service activity tracking. Clear Technologies is located in Coppell, Texas, and was founded in 1993.
Commence	Commence automates their sales, marketing and customer service, and can be integrated with the web via Allure, the company's solution for capturing and publishing data to the web.		Yes
Epiphany	Epiphany has over over 475 customers in financial services, insurance, retail, communications, and travel & leisure. They offer marketing, sales and service solutions. With worldwide headquarters in San Mateo, CA, Epiphany serves customers in more than 40 countries worldwide.		Yes
Entellium	Entellium claims these difference: 1) Workflow; 2) Modular Pricing: They offer sales force, customer service and marketing modules separately; 3) No Contracts:
Epicor	Epicor purchased Clientele years ago, and is one of the few ERP products with an intergated CRM and ERP.		Yes
Firstwave	Firstwave focuses on Sports and High Tech CRM.
Genesys	A leading call centre solution.
GoldMine	FrontRange provides the GoldMine family of solutions for business relationship management, team-based contact management and sales forces automation; and with HEAT® solutions for service management, including Help Desk, Knowledge Management, Asset Management and Service Level Management.
Interface Software	Interface Software is a leading provider of CRM software to professional services firms.		Yes
Kana	Founded in 1996, KANA provides solutions for Service Resolution Management (SRM). KANA solutions are in use at many of the world’s largest companies in the financial services, communications, manufacturing, high technology, retail and services industries. ADP, American Airlines, Bank of America, Chase, Citicorp, Dell, E*Trade, GAP, GM, Hewlett-Packard, Kodak, mmO2, Palm, Sony, Sprint, Verizon, Xerox, Wells Fargo and Williams Sonoma are clients.
Maximizer	Maximizer Software created a "two brands for two markets" focus: Maximizer and Maximizer Enterprise. The Maximizer contact management solution targets the small office/home office market. Maximizer Enterprise customer relationship management solutions targets the small to medium enterprise market including divisions of large enterprises. Maximizer Enterprise consists of tools for account management, sales opportunity management, marketing campaign management, customer service, reporting, ecommerce, and web portals for employees, partners, and customers. It also includes tools that enable staff to access the customer database from remote locations through synchronization of data or through real-time web access. Maximizer Enterprise is also integrated with Microsoft Outlook and Palm OS devices.		Yes
Microsoft	Microsoft CRM was first released in January 2003, and already have about 2,500 customers according to Microsoft. Advantages include tight integration with Microsoft. CRM is the 1st .NET business system built by Microsoft.		Yes		Yes
NetSuite	With NetCRM, you have tools to manage your sales process, customer service, marketing activities and partner programs. NetSuite offers CRM (front-office), ERP (Back office) available through a browser. NetSuite is available through an ASP (Application Service Provider)		Yes
OnContact	Oncontact Software's CRM solution automates sales, marketing and service areas of an organization, and can be run in a Windows and/or Web environment. ClientNet and PartnerNet are Oncontact Software's audience-specific Web portals that enable a company to share information with all business channels. Oncontact Software's products are available through its corporate headquarters in Wisconsin and an international alliance of value-added resellers, system integrators and distributors. Oncontact Software has over 400 customers worldwide, including Prudential, Foremost Insurance and Carfax.
Onyx	Onyx serves more than 1300 customers in a variety of industries. They specialize in the financial services, health care, contact center, high tech and local government markets.
Oracle	According to Oracle "From precisely measuring marketing campaigns to automatically dispatching field technicians to remote locations, Oracle has more than 50 CRM-specific applications that help you address every phase of your sales, service, and marketing cycles. "		Yes
PeopleSoft	PeopleSoft is the world's second largest provider of enterprise application software. More than 12,200 organizations worldwide—from mid-sized manufacturing companies to the largest service enterprises in both the private and public sectors—are using PeopleSoft solutions to build stronger and more profitable businesses. Founded in 1987 and headquartered in Pleasanton, California, PeopleSoft has 12,000 employees and annual revenues of more than $2.3 billion.
Pivotal	Pivotal delivers software and services for companies and business units in the revenue range of $100 million to $3 billion. More than 1,700 companies around the world have licensed Pivotal including: CIBC, Centex Homes, Farm Credit Services of America, HarperCollins Publishers, Hitachi Telecom Inc., Palm, Inc., Pharmacia Corporation, Premera Blue Cross, Royal Bank of Canada, Sharp Electronics Corporation, Southern Company, Vivendi and WebEx Communications. CDC Software, acquired Pivotal in 2003.
QuickBooks	For QuickBooks 2005, the biggest enhancement is the inclusion of Customer Manager. Whenever a customer calls, Customer Manager gives a complete overview of that company’s information on a single screen with key documents easily accessible. The system allows you to view contact information, customer history, recent QuickBooks transactions, related documents, to-do lists and appointments. It integrates with QuickBooks and uses Microsoft Outlook for email. Customer Manager also includes the ability to maintain multiple relationships associated with each contact – a feature normally found in higher-end CRM systems.		Yes
Relavis	Relavis includes eSales, eMarketing, and eService applications that leverage IBM’s architecture and integrate with legacy systems. Relavis was founded in 1985, and now has more than 600 customers worldwide including Michelin, DuPont, International Paper, Maytag, FMC and Roto-Rooter.
RightNow	More than 1,100 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, The Dow Chemical Company, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.
Salesforce.com	More than 195,000 subscribers at 12,500 companies worldwide depend on salesforce.com to manage their sales, marketing, and customer service & support operations. Their clients include ADP, Avery Dennison, Daiwa Securities, Expedia Corporate Travel, Dow Jones Newswires, Sun Trust Banks, Wachovia.
SalesLogix	SalesLogix is a part of the Best Software family of business management solutions. SalesLogix is one of the leading customer relationship management systems for small to medium-sized businesses. Best Software’s contact and customer relationship management solutions is comprised of ACT!, ACCPAC and SalesLogix. SalesLogix has more than 6,000 customers. SalesLogix includes sales, marketing, customer service and support.	Yes	Yes
salesnet	According to salesnet, they "launched the first CRM application to be made available on RIM Blackberry devices. And were the first and only company to offer instant messaging (IM) chat to a CRM system... Organizations such as American Express Incentive Services, Birch Telecom, Software AG, Sovereign Bank, and Tellabs use Salesnet"
SAP	SAP CRM includes 1) marketing (planning, campaign management, lead management, marketing analytics, customer segmentation, personalization, and trade promotion management). 2) Sales (planning and forecasting, organizational and territory management, account and contact management, activity management, opportunity management, quotation and order management, contract management, and incentives and commissions management) 3) Service (multichannel service, resource planning and optimization, service operations management, service planning and forecasting, customer service and support, and professional services) 4) Analytics (analytical capabilities covering customers, marketing, sales, service, and interaction channels) 5) Field application support (mobile functions to support field sales and services) 6) E-commerce (e-marketing, e-selling, e-service, and e-analytics) 7) Interaction center operations and management (manage telemarketing, telesales, and service within the interaction center)		Yes
Siebel	According to Siebel "Siebel Systems is the world’s leading provider of customer relationship management (CRM) solutions and a leading provider of applications for business intelligence and standards-based integration. Through its "CRM for Everyone" strategy, Siebel provides CRM solutions for any kind of organization, any type of user, and any budget. Siebel CRM solutions can be installed on premise, delivered as a hosted service over the Internet, or deployed in any combination. Available in more than 20 industry-specific versions, Siebel solutions embed industry best practices for sales, marketing, and customer service. And, through interactive analytic dashboards, they provide real-time insight for all users, enabling better, smarter decision-making...More than two million employees at over 4,000 organizations worldwide use Siebel solutions.
Surado	Surado CRM solutions cover a wide range of vertical markets including financial services, healthcare, government and manufacturing.
Talisma	Talisma is one of the leading providers of Service, Marketing, and Sales solutions that integrate Email, chat, real-time collaboration, and telephony applications with a CRM platform, analytics, and knowledgebase. Talisma has customers in 28 countries in North America, Europe, and Asia-Pacific. Talisma customers include a wide variety of industry uses including B2B eCommerce, call center, telecommunications, communication services, distribution, education, financial services, government, healthcare, Hi-Tech, fitness, hospitality , travel, legal, manufacturing, media, retail, service and support, transportation, utilities, and others.
UpShot	Purshased by Siebel

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