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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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 wad explore 2013


QAD Explore 2013: Veteran Vendor Ready to Tackle the Future
QAD is a candid ERP vendor catering to the complex needs of global manufacturing companies. Over the years, the vendor has delivered incremental enhancements as

wad explore 2013  Explore 2013: Veteran Vendor Ready to Tackle the Future QAD is a candid ERP vendor catering to the complex needs of global manufacturing companies. Over the years, the vendor has delivered incremental enhancements as well as new capabilities to enhance its customers’ business. TEC’s P.J. Jakovljevic brings you QAD’s latest developments, and shows you how QAD’s products may also be useful for smaller start-ups in fields with many industry regulations, such as life sciences. Read the report.

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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

ERP for the Oil and Gas Industry (Upstream)

The model of ERP systems for the upstream oil and gas sector addresses the particularly specialized business model of this industry. It is common practice for companies, individuals, and government agencies to form partnerships to explore, develop, and share production of oil wells. More often than not, this is a short-term alliance rather than a long-term partnership, and business structuring must therefore be flexible at initial set-up and throughout the lifespan of the venture. This model of ERP systems includes criteria for financials, human resources, production data capture and reporting, maintenance management, and supply chain management (SCM) functionality. 

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Documents related to » wad explore 2013

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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Event: TEC's P.J. Jakovljevic at SuiteWorld 2013


TEC principal analyst P.J. Jakovljevic will be talking about key trends that are driving cloud ERP in a panel discussion on May 14 (3 pm), as part of SuiteWorld 2013. The event will be moderated by blogger and influencer Vinnie Mirchandani. P.J. will be joined by fellow experts Phil Wainewright, Dennis Howlett, and Brad Kugler in discussing how technologies such as social networks, mobile

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Supply Chain Shorts for the Week of February 25, 2013


Yet another of our weekly news round-ups from the world of supply chain. This week, we bring you some brief (and not so brief) news from SAP, TradeCard, Apriso, TECSYS, Epic Data, Waterloo Software, and Fishbowl Inventory. His Eminence, Pope Benedict XVI, may be going off duty to hide from the world, but we aren’t. The office is open, the phones are working, and the Wifi is running. We are ready

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Teradata 2013 Partners Conference: Interview with Dan Graham, General Manager for Enterprise Systems, Teradata


BI Analyst Jorge Garcia interviews Dan Graham, General Manager for Enterprise Systems at Teradata, live on the show floor at the 2013 Teradata Partners Conference. Listen and find out how the Aster 6 SNAP framework handles data types that don’t fit easily into rows and columns, how having a JSON data type in the data warehouse helps companies deal with the internet of things, and why for a discovery platform there’s no real difference between beta and production.

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Progress Exchange 2013 Part One: What's the Current State of Progress?


By P.J. Jakovljevic (see bio) and Bob Eastman (see bio) As it has been excruciatingly painful for die-hard Boston Red Sox fans to watch their moribund baseball team’s previous two seasons, it has been puzzling and perhaps also painful for enterprise software market observers to watch the coinciding self-implosion of sorts of the New England software vendor Progress Software Corporation. For

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IBS Enterprise (v.7) ERP for Distribution Product Certification Report (2013)


IBS Enterprise (v.7) is TEC Certified for online evaluation of enterprise resource planning (ERP) for distribution solutions in the ERP Evaluation Center. The certification seal is a valuable indicator for organizations relying on the integrity of TEC research for assistance with their software selection projects. Download this report for product highlights, competitive analysis, product analysis, and in-depth analyst commentary.

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TradeStone Software STARS 2013: Retail Rocks! Part 1


While I have repeatedly met with TradeStone Software’s top executives at the company’s head office in Gloucester, Massachusetts (and elsewhere, such as at the multiple annual NRF BIG Retail Show events in New York City) and seen its software in action, 2013 was the first time that I have ever attended the company’s user conference, STARS (Simplifying Technology Around Retailers and Suppliers

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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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Microsoft Dynamics GP 2013 R2 Is Available


Microsoft has announced the general availability of Microsoft Dynamics GP 2013 R2.

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2013 Infusionsoft Spring Release Introduced at InfusionCon


The sales and marketing software for small business vendor Infusionsoft has announced at its annual user conference, InfusionCon 2013, the 2013 Spring Release of its product. The version introduces new features that support social engagement, sales productivity, and marketing campaigns. Key features include: Sales Productivity Tools such as My Day—support the organization of

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