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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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 directory centric


Novell Uses XML, LDAP, NDS to Manage AD, IOS, etc.
Novell’s new DirXML directory will use XML and LDAP to seamlessly manage legacy directories from an NDS platform. Get ready for the Acronym Wars.

directory centric  DirXML uses LDAP (Lightweight Directory Access Protocol) to connect to other directories and XML (Extensible Markup Language) to communicate between directories. Market Impact This gets Novell three-quarters of the way there. NDS is almost universally regarded as the ne plus ultra of corporate directories. This is especially true when compared to systems like Windows NT's domain security. Microsoft's Active Directory, a feature of Windows 2000, goes a long way toward bridging the feature gap.

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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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Sneak Peek at TEC’s 2012 Buyer’s Guide Roster


You asked for it, you got it. Based on your feedback, Technology Evaluation Centers (TEC) has released its 2012 buyer’s guide calendar, which outlines the planned themes for our popular buyer’s guide series. With more interest and downloads than ever before, the TEC buyer’s guide team is excited to work on next year’s lineup. In 2012, we will once again be publishing four issues spanning

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Customer Relationship Management Buyer's Guide (Summary Edition)


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 and a directory of CRM vendors.

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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.



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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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Announcing the Upcoming TEC CRM Buyer’s Guide: Focus on Innovation


CRM has changed enormously over the past decade. New technologies and changing customer behavior have both had a great impact on the way companies manage their existing and potential clients. TEC’s upcoming CRM Buyer’s guide will show what CRM vendors are doing to differentiate themselves from the competition through innovation, and to help their customers better adapt to the

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Arena Solutions Adds Cloud Single Sign-on in Latest BOMControl Update


Arena Solutions provides cloud-based bill of materials (BOM) and change management software for small and midsize hi-tech manufacturers. Its suite of cloud applications, including BOMControl, PartsList, and PDXViewer, enable engineering, manufacturing, and their extended supply chains to speed prototyping, reduce scrap, and streamline supply chains. Engineers looking to streamline BOM creation and

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Yammer Introduces the Enterprise Graph


During its first customer conference, YamJam'12, Yammer announced the Enterprise Graph—a new app directory and platform. The intended customers for this product are enterprise software vendors. Given the current social surge, software vendors are seeking to integrate social features into their products. Yammer wishes to address this need by offering an enterprise platform that

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IP Phone Features That Will Make Your Life Better


Voice over Internet provider (VoIP) solutions are appealing for companies, but many haven’t yet discovered the perks of IP phones. Price is one factor in this hesitation—IP phones are often the highest cost component in migrating from a traditional system to VoIP. Learn how to identify the key features of IP phones and to ensure your employees can make proper use of them, so your employees’ working lives can be improved.

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Microsoft Releases Preview of Exchange Server 2000


Microsoft Corp announced the availabilty of Exchange 2000 Server Beta 3, the messaging server previously code-named Platinum. The product will be distributed via Microsoft's web site at http://www.microsoft.com/exchange. The product is available in English, German, French and Japanese versions.

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How to Integrate Active Directory and DNS


The Domain Name System (DNS) plays an important role in providing the information used by the Windows Domain locator service to connect and authenticate with Active Directory. But how can organizations with existing configurations using the Berkeley Internet Name Domain (BIND)—the international DNS benchmark—be sure that migration to other server solutions will yield a dependable DNS solution?

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Nuxeo Content Management Platform, a Backgrounder


Nuxeo sees its content management product as the base for organizations to create their own content-centric business applications. The company offers some interesting tools to aid in this process, which I’ll get to in a moment. Nuxeo also offers its own distinct modules for document management, case management, digital asset management, and with the recent version 5.5, for social collaboration.
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