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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 uk


Bullhorn ATS & CRM
For more than 10 years, Bullhorn Web-based software, services, and innovations have helped the recruiting and staffing operations of start-ups throughout

crm uk  ATS & CRM For more than 10 years, Bullhorn Web-based software, services, and innovations have helped the recruiting and staffing operations of start-ups throughout the world. Headquartered in Boston, Massachusetts, United States (US), with offices in London, United Kingdom (UK), and Sydney, Australia, Bullhorn's recruiting ATS &CRM and social recruiting products handle more than 150,000 monthly job orders and placements for more than 5,000 clients and 45,000 users across 35 countries. Privately

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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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Sword Ciboodle-One More BPM-Centric CRM Provider


What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve the customer experience by improving customer-facing processes. TEC principal analyst P.J. Jakovljevic reviews the vendor’s key offerings and sits down with Ciboodle’s VP of product and market strategy to discuss the company’s challenges, strategies, and technologies.

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"Best" of the Three CRM Solutions


In 2004, Best Software acquired ACCPAC through its parent company The Sage Group plc and has now released a new version of its CRM product: SalesLogix 6.2. Their objective is clearly to gain as much market share as possible in the growing small and medium sized enterprise market (SME). Acquiring additional market share is a clear objective when competing in a target market that houses players such as Microsoft CRM, Salesforce.com and the mid-sized Siebel offering. It will be interesting to watch how Best Software will position its new "trio" product lines ACT, ACCPAC, and SalesLogix on the battleground.

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CRM Testing Throughout Implementation


In terms of strategic partnerships, the acquirer is responsible for judging how well customer relationship management (CRM) software will function on the equipment and at the site, and with staff, customers, and third-party applications. Acceptance testing involves three basic flavors: user acceptance, operational acceptance, and contractual acceptance. While it is not the only step involved when implementing a CRM system, testing is a fundamental way of finding information and will help you judge a system’s returns and pitfalls.

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Microsoft Dynamics CRM: Much More Than Meets the Eye - Part 1


While Microsoft Corporation has not usually been that forthcoming about breaking down its revenues per individual product lines, during one earnings announcement call for financial analysts in 2009, the worldwide leader in software, services, and solutions for people and businesses pointed out the following three products as its best performers: SharePoint, Microsoft

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Prophet CRM


We finally believe that if you want to do CRM right, you need to do it in Outlook. The CRM solution must work the way people are working and not force them to log into another website or open up an entirely different CRM application. Your people are already doing 50 to 60% of their CRM activities inside of Outlook, why not just put CRM features into Outlook and that is precisely what we did. Thus Prophet CRM was born – a CRM Simplified with Outlook that your people will actually use

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The Real Challenge of CRM: Employee Buy-In


Your company has just selected a new customer relationship management (CRM) system for your company. Congratulations should be in order. However, your work has really just begun. You know that in order for your CRM initiative to be successful, you’ll need buy-in from your users. What steps do you need to take to ensure buy-in and achieve real implementation success?

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CRM Buyers Guide


CRM, or Customer Relationship Management, is an essential tool in any modern business no matter its size. The primary purpose of CRM software is to manage all aspects of the relationship with existing and prospective customers. Get a quick start on your CRM purchase by researching the important issues and factors for your organization. This guide can help you find the right provider for your unique needs.

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CRM Software Review: Pivotal CRM


This customer relationship management (CRM) software review report examines the CRM software by Aptean and its support for manufacturing industry customers against known benchmarks. It assesses Pivotal CRM by Aptean for customer relationship management functionality and reviews the product’s support capacity with a focus on:

  • Sales Force Automation
  • Marketing Automation
  • Customer Support
  • Analytics and Reporting
  • Extended CRM

The report contains an independent analyst’s review of the CRM software based on a demonstration provided by Aptean. The review identifies the features of Pivotal CRM that distinguish it from other CRM solutions, including its partnership with QlikView to offer optimized intellectual property and data analytics capabilities and its ability to integrate with Aptean’s other ERP solutions. The analyst also outlines the software provider’s implementation process, support model, and target user base.

Pivotal CRM is a solution for manufacturing industry customers that is particularly ideal for clients in the financial services and discrete and process manufacturing sectors. Pivotal CRM provides CRM support to businesses through sales force automation, marketing management, and service management support.

Pivotal CRM achieved TEC certification status for its CRM software solution by completing TEC’s certification program, which includes a demonstration of the CRM software’s support for specific real-world business processes and a detailed functional benchmarking analysis.

Based on a demonstration of Pivotal CRM, a TEC analyst has assessed the CRM software’s features, evaluating the software against known industry benchmarks, to determine that Pivotal CRM is a strong CRM system

Download this software review report for product analysis and comparison, and in-depth analyst commentary, and to learn more about how Aptean’s Pivotal CRM can help businesses achieve their customer relationship management objectives.

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2011 Customer Relationship Management Buyer's Guide: Innovations in CRM


Customer relationship management (CRM) has matured, and offers more choices than ever before. This buyer’s guide reviews the latest innovations in this software space, focusing on cloud, mobile, and social options, and includes a section on the range of customer-centric and process-oriented add-ons and applications available. The guide also includes valuable CRM resources, case studies, and a directory of CRM vendors.

This buyer’s guide will show what CRM vendors are doing to differentiate themselves from the competition through innovation. We will first describe some of the major innovations in the CRM space (e.g., cloud computing, social media and collaboration tools, mobile technology, and extended functionality), and then review their advantages and disadvantages. For each category of innovation, the guide will illustrate with real- life examples how CRM vendors provide innovative solutions to their customers and the associated benefits.

Innovation in the CRM world can be approached from two main perspectives: innovations in software, which affect the way companies manage their relationships with their customers (e.g., the ability to analyze customer feedback, for better customer service and even product development), and innovations in the market, which affect the accessibility and usability of CRM solutions (e.g., having CRM functionality available in the cloud or on a mobile device). And as the two qualities are interconnected (innovation in one arena generally leads or responds to innovation in the other), this guide focuses equally on innovations in CRM software and in new delivery models, such as cloud computing and mobile.

Throughout this guide, we consider CRM to be more than a set of tools and solutions that companies use to facilitate their interactions with customers. A complete CRM implementation includes strategies and best practices that companies define and apply in order to attract and retain customers.


Table of Contents


Preface

Customer Relationship Management: A Buyer’s Guide

TEC CRM Resources

Casebook

KANA Software Customer Success Story
Yahoo! Listens Proactively to Customers to Deliver Good Experiences

1C-Rarus Customer Success Story
1C:Enterprise 8 Implementation for Gazprom Neft–Tyumen

HarrisData Customer Success Story
Leading Manufacturer Employs RTI Software’s Closed Loop CRM to Manage Its Nationwide Customer Service Initiative

Infinity Info Systems Customer Success Story
Infinity Info Systems Streamlines Workflow for Leading Wealth Management Firm Halbert Hargrove

Microsoft Dynamics CRM Customer Success Story
Microsoft Dynamics CRM Gives BioMedix Vascular Solutions Better Insight into Business Execution

Microsoft Dynamics CRM Customer Success Story by Ignify
Microsoft Dynamics CRM Gives Foreign Currency Exchange Company a 360-degree View of Customers and Business Operations

SugarCRM Customer Success Story
USA FACT Drives Higher Revenues with Sugar ProfessionalTM and Empowers Sales On-the-go with Sugar MobileTM


Vendor Directory

SAP Special Report


Download the full copy of the TEC 2011 CRM Buyer’s Guide for large enterprises and SMBs.



Report Preview


CRM Innovations


BI for Large Enterprises

CRM innovations can be classified into four major categories: cloud computing, mobile, social, and extended functionality. Each category uses different technologies to address the needs of customer-focused companies and respond to changes in customer behavior. Many vendors innovate in two or more of these categories; others focus on one category (e.g., some traditional CRM vendors do not yet offer a cloud-computing delivery model or social functionality, but they have created strong mobile versions of their solutions).

Most of the innovative initiatives in the CRM space are contained within these four categories (but innovations are by no means limited to these categories). We consider these categories to be of the utmost importance—and this guide will focus on them— because they greatly affect the way companies manage their relationships with customers (existing or potential).



Download the full copy of the TEC 2011 CRM Buyer’s Guide for large enterprises and SMBs.

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CRM 101


Welcome to another installment in our back-to-basics series. So far, we’ve covered ERP 101 and SCM 101. What Is CRM? CRM is more than a software application. It is a set of strategies, processes, and associated software systems designed to improve the interactions and engagement of customers. CRM involves not only the use of these tools, but also corporate cultural transformation

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