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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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RevTrax Announces New Offering Connecting Social Couponing With In-store Sales
RevTrax, a provider of an ominchannel promotions platform with the same name, announced the launch of RevTrax OpenShare, which will tie social coupon issuance

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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

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eG Innovations, Inc.


Founded in 2001, eG Innovations is a privately held company focused on providing intelligent performance management solutions that dramatically simplify and accelerate the discovery, diagnosis, and resolution of service performance issues in virtual, cloud, and physical service infrastructures. Only eG Innovations offers 360-degree service visibility with automated, virtualization-aware performance correlation across every layer and every tier ‒ from desktops to applications and from network to storage. This unique approach delivers deep, actionable insights into the true causes of cross-domain service performance issues and enables administrators to pre-emptively detect, diagnose and fix root-cause issues ‒ before end users notice.

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YOur CRM Solution in Our 2011 CRM Buyer's Guide


Find out about listing andsponsorship options. To learn more aboutsponsorship opportunities, please complete this brief questionnaire or contact us...

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SAP and BMW Team Up on Cars via “Internet of Things”


SAP AG and BMW Group Research and Technology have developed an innovative technology infrastructure for in-vehicle mobility services. Read about this collaborative project and its potential for future in-car services.

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Bullhorn


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 owned Bullhorn is principally backed by Highland Capital Partners and General Catalyst Partners.

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PTC Flying High at Paris Air Show


As you may know, the 50th Paris Air Show recently took place, bringing together industry players from across the globe to showcase the latest innovations and advancements in aviation and aerospace technology. As a testament to its role in enabling this innovation, PTC has been named a leading provider of product lifecycle management (PLM) software for aerospace and defense (A@D) manufacturers, as

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Mashups and Pervasive BI


In the world of Web-based business intelligence (BI), mashups combine two or more data sources in a single feature. Mashups are among the innovations that help spread BI wider and deeper across organizations. Known as “pervasive BI,” this concept hinges on offering features and applications that blend with—and navigate like—the familiar Web browser. Find out how pervasive BI can help your organization today.

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UNIT4 Partners with Amazon to Expand Cloud Capabilities


UNIT4, a cloud-focused business software  and services company, has announced a partnership with Amazon, one of the top global providers of cloud services. Under this agreement UNIT4 will develop the necessary consultancy services and technical support to deploy its UNIT4’s business software with the Amazon Web Services (AWS) platform. By connecting with AWS, UNIT4 will be able

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Big Data, Mobility, and Green IT: Innovations for Manufacturers and Distributors


Your business is in good company if it is considering big data, mobility, and/or green information technology (IT) solutions. Before making an investment decision, however, it should evaluate its options relative to actual business strategies and operating requirements. Only then will it put itself in a position to make a well-informed investment decision. Download this article to learn more.

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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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Reval


Reval is a leading, global Software-as-a-Service (SAAS) provider of comprehensive and integrated Treasury and Risk Management (TRM) solutions. Our cloud-based-software and related offerings enable enterprises to better manage cash, liquidity and financial risk, and includes specialized capabilities to account for and report on complex financial instruments and hedging activities. Founded in 1999, Reval remains resolute in its commitment to the financial community and promises to continue to be at the forefront of treasury and risk management innovations that transform the way corporations manage treasury and risk.

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