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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 crm suite of products


The Many Faces of PLM Part Two: The Future of the PLM Suite
The future of the PLM Suite will include more applications that cover product-related functionality and further expand the benefits available. As the PLM Suite

crm suite of products  the overall suite of CRM products, and it also served as the catalyst that got the market moving. PLM seems to be following the same pattern. Software suites naturally grow as suite providers add new products to their offerings, and specialty vendors with complementary value propositions look to take advantage of the marketing awareness that the suite offers. As suites expand, the level of pre-packaged integration typically grows making more functionality available to users. There is a lot of room to

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets

Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points (by phone, mail, or Web, or in the field). The company can then use this data for specific business purposes by taking a customer-centric rather than a product-centric approach. CRM applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services.  

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Oracle Corporation: Flying High for Being Jack-of-All-Trades and Master of Some


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The Lexicon of CRM - Part 1: From A to I


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Ingredients of a Comprehensive Retail Suite for SMBs


To achieve success in today’s retail industry, retailers that are small to midsize businesses (SMBs) need to effectively meet their customers’ needs on time, with the right price, in the right quantity—and at the right place, with the right promotions. All of these things can be very overwhelming for a retailer. To get them, retailers require tools that support effective and precise operations. In

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CRM for Manufacturing vs. Regular CRM


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Compiere Open Source ERP & CRM


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Justification of ERP Investments Part Three: Costs of Implementing an ERP System


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Deltek PPM and EVM Products


Deltek Cobra is a powerful earned value software solution that allows project driven businesses to control costs, measure earned value, and comply with mandated reporting requirements. Deltek Open Plan is an enterprise-wide project management system that offers the power and flexibility to complete large or multiple projects on time and on budget. WelcomHome provides browser-based access to live project and cost information, supporting timely decision-making to keep projects on time and within budget. WelcomRisk provides a structured means of identifying, responding to, and reporting project and organizational risks, helping companies and teams assure both project and business success. WelcomPortfolio provides a structured approach to evaluating, selecting, and prioritizing projects so that resources are invested in the projects that fit best with current business strategies.  

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TEC 2013 CRM Buyer's Guide for Medium and Large Enterprises


Great customer service is the best (some say the only) way to truly stand out from the competition. CRM vendors are helping companies rise to the challenge with new tools for building and measuring relationships. In the 2013 TEC CRM Buyer’s Guide, analyst Raluca Druta walks you through the latest CRM developments and looks at how trends like customer experience management, mobility, and social media integration are changing the way companies do business.

Customer relationship management (CRM) solutions for medium and large enterprises need to be able to accommodate large numbers of complex CRM demands. Medium- and largesized companies often operate across several countries and/or continents and therefore need to harmonize their customers’ efforts and opinions across their respective cultures and geographies. In response to this reality, medium and large enterprises require cohesive systems that allow for coherent customer relationship management.

A cohesive CRM system ensures that there are no repetitions and inadequacies in interactions with customers. A thorough understanding of how the customer moves through the company’s offerings and services is also essential. If the customer experience is grasped correctly, insight can be gained into how internal employees and external partners have responded to customers and the level of satisfaction that the customer has derived from those interactions.

Here is a look at how a cohesive CRM system should work from the perspective of all three points of contact comprised by a CRM system (i.e., sales, marketing, and customer support).

For the purposes of this buyer’s guide, medium and large enterprises are defined as those organizations that have more than 500 employees and more than $100 million (USD) in annual revenue.


Table of Contents


Preface

The Business Need for CRM

The Features and Functions of CRM for Enterprises

CRM Vendors’ Approach to Addressing Customer-related Challenges

Conclusion

Vendor Solutions


TEC Resources for CRM for Medium and Large Enterprises

TEC Selection Project: ”Antiquated” CRM System Lags behind Mobile Salesforce


Casebook

KANA Thought Leadership: Building a Profitable Multi-channel Customer Service Experience

Mydex Thought Leadership: A New Personal Information Management Ecosystem

NetSuite Thought Leadership: Several Key Functional Criteria for Evaluating CRM Applications

ANALEC Customer Success Story: ANALEC ClientManager Empowers a Global Investment Bank’s Brokerage Business to Proactively Manage Its Customer Needs and Intelligently Allocate Resources to Boost Profitability

Avidian Technologies Customer Success Story: Elobau Increases Productivity with CRM Software from Avidian Technologies

BPMonline Customer Success Story: Multinational Software Company Uses BPMonline to Optimize and Control Processes

Microsoft Dynamics CRM and Ignify Customer Success Story: Global Electronic Systems Company Uses Microsoft Dynamics CRM to Manage Sales and Customer Service Operations

KANA Customer Success Story: Telkomsel: Breaking Down Barriers with Exceptional Customer Service

NetSuite Customer Success Story: Prudential Locations Enjoys Skyrocketing Agent Productivity with NetSuite CRM+

Salesforce Customer Success Story: First Data Selects Salesforce to Improve Lead Management

SAP Customer Success Story: Customer Intimacy and Lower Costs Go Hand-in-Hand at Yaskawa

SAP Customer Success Story: Nebraska Book Company: Starting a New Chapter in Its Business with SAP® Sales OnDemand

UBA Service Center for Sage CRM Customer Success Story: UBA Service Center for Sage CRM Gives KIA Dealers in Jordan and Iraq a 360-Degree View of Sales, Service Center, and Back-office Integration

Yunano Customer Success Story: Shenzhen Artron Color Printing Co., Ltd. Selects Yonyou CRM System


TEC Partners Resources Directory

Vendor Directory


Download the full copy of the TEC 2013 CRM Buyer’s Guide for Medium and Large Enterprises.



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The Features and Functions of CRM for Enterprises


Product Technology: Integration

As the business needs for medium and large enterprises set these organizations apart from others, vendors propose CRM software solutions for enterprises that address these particular needs. In this section we will look at CRM for enterprises from two points of view: product technology and functionality.

Most vendors of CRM solutions for enterprises tend to offer complex functionality within a single solution or through integration with other solutions developed by the same vendor or its partners. Nevertheless, with the explosion of CRM niche solutions, medium and large enterprises might be tempted to buy several software solutions from different vendors to manage their CRM requirements. While sometimes they don’t have a choice, this can cause several potential integration problems.

The first set of problems that can be encountered is at the database level. Conflicts might appear between different types of databases (Oracle vs. Microsoft SQL, for example). Even if in theory this does not look like a big problem, in the day-to-day reality integration between two databases can become a nightmare. As the database structure differs from one provider to another, mapping is needed. This can be achieved either with internal IT staff or by buying services from vendors—both imply extra costs. It is preferable for enterprises to buy solutions from the same vendor. Even if these solutions are not perfectly integrated, at least they offer application program interfaces (APIs) and connectors that have been preconfigured to integrate between solutions.

Second, some niche solutions are offered on premise while others are offered in the cloud. Data residing in the cloud is not typically administered by the end user and thus cannot be accessed anytime, anywhere to perform stored procedures (a subroutine available to connected relational database system applications). End users usually require special permission from the vendor to perform any action on data stored in the cloud. In addition, upgrades of either on-premise or cloud solutions can lead to conflicts or rules being overridden. For instance, the API might fail to function as expected after an upgrade. Or permission to access certain functionality or data might be changed.


Download the full copy of the TEC 2013 CRM Buyer’s Guide for Medium and Large Enterprises.

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