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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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 rfp gartner magic quadrant 2013


Microsoft Convergence 2013 Observations (From Afar)
Microsoft Convergence 2013, which took place in mid-March 2013 in New Orleans, Louisiana, was reportedly the largest annual Convergence conference ever, with

rfp gartner magic quadrant 2013  

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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

Business Intelligence (BI) RFI / RFP Template

Reporting and Analysis, Analytics, Data Warehousing, Workflow, Data Integration, Support, and System Requirements  

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Documents related to » rfp gartner magic quadrant 2013

Microsoft Dynamics CRM 2013 to Be Released in the Fall


Microsoft Corp. has announced that its 2013 release of  Dynamics CRM—to be available this fall—is designed to make business personal by enhancing mobile support and social capabilities, as well as by providing contextual information to customer-facing professionals. Microsoft Dynamics CRM 2013 can be delivered both on premises and in the cloud. Main capabilities include

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Oracle OpenWorld 2013-60,000 Attendees Minus 1


A Technology Event Like No Other This year’s Oracle OpenWorld was truly an impressive event. The sheer scale of the event parallels that of Oracle itself. Mark Hurd, President of Oracle, stated that with 60,000 attendees, OpenWorld 2013 was the largest single technology event ever. OpenWorld is now so large that the City of San Francisco finally agreed to completely close off Howard Street

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IFS World Conference 2013 – Investing to Win


Celebrating its 30th birthday in 2013, enterprise software giant IFS offers solutions for companies with asset management, manufacturing, field service management, supply chain management, or project management as a focus. TEC's P.J. Jakovljevic attended the company's recently held IFS World Conference 2013 annual user event, and here reports on IFS' worldwide growth and global partner ecosystem, IFS Labs' innovations, and how the company is handling current changes in the market, specifically with the company's flagship IFS Applications 8.

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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.



Report Preview


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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Cloud ERP’s Plex Has Record 2013, Aims Higher for 2014


Plex reported another record year in 2013, adding 59 new customers and growing to nearly 400 corporate clients representing more than 1,100 manufacturing production operations worldwide (in more than 20 countries). P.J. Jakovljevic takes a look back at 2013 and ahead for 2014 for the cloud-based ERP provider.

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Epicor Retail Strategic Plan Ramping Up in 2013


The Epicor Retail division of global business software solution provider Epicor Software Corporation provides solutions for retailers seeking to streamline processes, integrate channels, and leverage intelligence  in a variety of industries including apparel, footwear, discount, general merchandise, automotive aftermarket, lumber and building materials, nursery, and pharmacy. Epicor is the retail

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Supply Chain Shorts for the Week of February 11, 2013


We're trying out a new feature on you this week: snippets of supply chain news designed for quick and easy consumption, including insights and sound bites, perhaps occasionally bordering on the irreverent. We'd like to think of this as a conversation with you. Let us know what you think.Oracle held its Value Chain Summit last week in San Francisco. Were you there? Rick Jewell, Oracle senior vice

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Best-in-class Strategies for Selecting an ERP Solution in 2013


Enterprise resource planning (ERP) represents a serious investment for any organization and is vital to future success. Top performing organizations approach the selection process with a clear plan and come away with solutions that implement smoothly and help drive business immediately. This report explores the strategies best-in-class organizations employ to find the right ERP fit that will give them the tools they need to thrive.

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5 Trends Shaping the Machinery Industry in 2013


Read this white paper to uncover five trends shaping the industrial machinery and equipment markets in 2013, including trends in capital equipment investment and robot adoption and automation, the effects of cloud computing on machine data, the result of recent changes in drilling technology, and the ways equipment makers are responding to market changes.

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Supply Chain Shorts for the Week of April 8, 2013


In this week’s Shorts, we talk about JDA’s release of JDA eight; Retails Solutions’ value proposition; and a recent visit to Oz Development. What have you been up to this week, supply chain-wise? Wandered off the beaten path and happened upon something interesting? Drop us a line or give us a call.JDA JDA has released JDA eight, as expected, which should be a terrific new platform—product, and

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