CRM Solutions & its Market Leaders in 2011 CRM Solutions & its Market Leaders in 2011 CRM

is the business strategy that entails all the customer interaction that a company has with its customers. CRM solutions provide you with the customer business data to help you provide services that your customers want, provide better customer service , cross sell and up sell more effectively , close deals , retain current customers and understand who the customer is. There are many customer solutions each meeting different needs. Enterprise CRM Solution Enterprise CRM is integrated solution for all the back & front office processes in a company.With enterprise CRM, all sales, marketing, service, and support staff can share information and work in synch to build stronger, more profitable customer relationships. On-demand CRM This is also called hosted CRM. With hosted CRM, all hardware and software components are purchased, installed, tested, and maintained by a third-party hosting provider at a remote site. Companies need nothing more than a standard Web browser to access and utilize the CRM application and its features On-premise CRM On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer relationship management application that is housed at a clients location, and managed by its own employees. Mobile CRM A mobile CRM application is a powerful, full-featured software solution that allows field workers such as sales representatives, service staff, and support teams to access and interacts with customer data while theyre on the road,using cell phones, Blackberry devices, Windows Pocket PCs, and other Web-enabled handheld appliances. CRM TOP LEADERS:

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CRM Solutions & its Market Leaders in 2011

Netsuite CRM solutions : NetSuite - An on-demand system that supports the entire company and includes customer relationship management (CRM) as well as enterprise resource planning (ERP) functionality. NetSuite CRM+ - A powerful customer relationship management system, including sales force automation, opportunity management, forecasting, marketing automation, customer support and service, flexible customization through SuiteFlex and more. SAP CRM SOLUTIONS : SAP CRM - for Enterprise Companies :SAP Customer Relationship Management (SAP CRM) is part of the SAP Business Suite and includes features and functions to support core business processes in the following areas: Marketing,Sales, Service, Contact Center & E-commerce SAP Business All-In-One - For Mid-Size Companies :With the integrated ERP and CRM functionality in SAP Business All-inOne, companiesan streamline and complete a process from end to end. SAP Business ByDesign - On-Demand Solution, for Mid-Size and Small :This is the fully integrated business management software designed for midsize companies or small businesses that want the benefits of large-scale business applications without the need for a large IT infrastructure. It enables preconfigured process best practices for managing financials, customer relationships, human resources, projects, procurement, and the supply chain. SAP takes care of installation, maintenance, and upgrades so companies can focus on their business, not on IT. SAP BusinessOne - For Small Companies :This is the single integrated business management application for small businesses. The SAP Business One application integrates all core business functions across an entire company including financials, sales, customer relationship management, inventory, and operations. Unlike many other small business solutions on the market today, SAP Business One is a single application, eliminating the need for separate installations and complex integration of multiple modules.

Dhawal arora (309651, dhawal.arora@tcs.com)

CRM Solutions & its Market Leaders in 2011 Microsoft Dynamics CRM Microsoft Dynamics for customer relationship management empowers employees to boost sales, satisfaction, and service with automated CRM thats easy to use, customize, and maintain. Microsoft Dynamics business software offers a wide spectrum of feature-rich, affordable CRM solutions to help companies meet their specific needs.Whether a company is a small, growing business or a large organization with a high number of customers and large sales and marketing team, it can use Microsoft Dynamics to help manage relationships even better. The Microsoft Dynamics CRM suite of products provides solutions around Sales Force Automation, Customer Service, and Marketing. Sales Force Automation - Clients can get their sales force up to speed quickly with the advanced but easy-to-use features of Microsoft Dynamics CRM. Customers can take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales. The Sales Force Automation solution supports the following functions: Planning, Leads, Opportunities, Accounts, Productivity, Pipeline, Workflows, Mobility, and Analytics. Customer Service - With Microsoft Dynamics CRM customer service solutions, clients can transform customer service into a strategic asset. With a 360-degree view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service software. Through automated processes, clients can also reduce costs and help to ensure consistent customer service is delivered across all touch points. The Customer Service solution supports the following functions: Accounts, Cases, Contracts, Knowledge Base, Scheduling, Workflows, Mobility, and Analytics. Marketing - With marketing management and automation software from Microsoft Dynamics CRM, customers can market more effectively, improve productivity, and gain actionable insight into marketing campaigns. The Marketing solution supports the following functions: Data, Segmentation, Planning, Execution, Events, Response, Internet Marketing, Productivity, Workflows, Mobility, and Analytics. Extended CRM Microsoft Dynamics Extended CRM helps companies manage the other relationships that standard CRM products dont cover. This includes a companys relationship with employees, partners, suppliers, distributors, vendors, and critical stakeholders. These extended solutions are accomplished through the xRM Framework, a point-and-click feature to customize workflows, data management, analytics, and reporting. Extended CRM also includes solution management, workflows, system management, partner network, and Microsoft Dynamics Marketplace. The CRM solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft technologies that companies may already use. This brings together data, helping sales people to answer customer questions without making the customer wait. When employees use the CRM functionalities of Microsoft Dynamics, they work within a familiar Microsoft software environment. This helps reduce the distraction of having to learn and work with disparate software tools. Microsoft Dynamics solutions are typically implemented by a Microsoft partner with the right industry and technical expertise. Microsoft Dynamics CRM and its global community of partners offer flexible, easy-to-use CRM solutions designed for many industries, including government offices, financial services, manufacturing, professional services, healthcare providers, retail, hospitality, entertainment, media, and education. Salesforce CRM solutions Salesforce.com provides an array of CRM and business application services which enable customers and subscribers to systematically record, store, and act upon business data; and to help business manage customer accounts, track sales leads, evaluate marketing campaigns, and provide post sales services. Salesforce.coms CRM products and cloud-computing model (also known as software as a service) provide many benefits to enterprises, requiring only moderate operating expense and offering a pay-as-you-go, elastic model that can scale with a companys changing needs. Salesforce CRM solutions offer the fastest path to customer success in the cloud. Salesforce.coms Sales Cloud: Salesforce.coms sales force automation is easy-to-learn and use, affordable, globally accessible on demand, and frees companies from a large upfront investment and the complexity of server-based sales software. An integral part of the salesforce.com CRM solution, the Sales Cloud gives business users the ability to tightly manage their sales process and marketing spend. . Salesforce.coms CRM SFA solution features: Sales Management, Opportunity Management, Account and Contact Management, Activity Management, Analytics and Forecasting. It also provides for customizable sales forecasts, data quality management. point-and-click customization, integration features, and helps manage approvals and workflows.

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CRM Solutions & its Market Leaders in 2011

Salesforce.coms Service Cloud: The Service Cloud transforms customer service through the power of cloud computing by bringing together information from industry-leading cloud-computing services like Google, Facebook, and Twitter to capture every conversation and leverage every community expert in the cloud, ensuring that the quality of customer service is consistent across every channel. Salesforce.coms Custom Cloud: The Force.com cloud-computing platform enables companies to build and deliver business applications in a single environment using one data model, one sharing model, and one user interface. making it easy to customize and address industry-specific needs.

Amdocs Amdocss unique combination of software, consulting services and global strategic sourcing (also known as managed services), and unmatched industry experience spans all business processes and business- and operational-support systems (BSS/OSS), customer experience systems. Amdocs products span business- and operational support systemsor customer experience systems. They are productionready, carrier-class software applications, proven to scale to support the largest global service providers and their millions of endcustomers. Amdocs products provides solutions in the areas of: Revenue Management, Customer Management, Service & Resource Management (OSS), Digital Commerce and Service Delivery, Information Management, and Foundation. Oracle Following are the oracle CRM solutions : Oracle CRM On Demand Siebel CRM Oracle E-Business Suite CRM PeopleSoft Enterprise CRM JD Edwards EnterpriseOne CRM Building on Siebels award-winning CRM application with more than 12 years of experience, Oracle CRM On Demand offers the most strategic, comprehensive, and cost-effective hosted CRM solution on the market. Unlike other applications, which focus on short-term contact management, Oracle CRM On Demand provides a scalable, flexible platform backed by powerful analytics that enables organizations to change, analyze, and monitor customer-facing processes and simplify customer data management. The companys hosted software, Oracle CRM On Demand, competes with Salesforce.com. CRM On Demand offers low-cost, hosted CRM solution with little or no up-front IT investment. With CRM On Demand, companies can accelerate sales, improve marketing and deliver consistently top-notch customer service. Oracle Key Features Oracle offers industry-specific versions, analytics solutions and is available in hosted and on-premise version. Oracle CRM On Demand enables automation of sales, service and marketing functionalities. The sales features allow for consistent lead qualification and opportunity follow-ups while ensuring interactions with contacts and organizations are tracked in an effective manner. The marketing tool allows recipients to be segmented, emails to be sent and its responses to be tracked from within the system without the addition of 3rd party tools. While the service management tool enables organizations to track customer queries, feedbacks and complaints while ensuring it adheres to strict service level agreements defined. ClaritySoft 2011, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 45 ClaritySoft CRM was created on the belief that Customer Relationship Management (CRM) technology should be better. Most CRM solutions available today are bloated with too much functionality, are difficult to use and fail to provide real value to end

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CRM Solutions & its Market Leaders in 2011 users. Most salespeople and managers were dissatisfied with their existing CRM solutions and they were getting no measurable value out of those systems. ClaritySoft provides an intuitive and easy to use software solution that sales people readily adopt and leverage to drive sales performance. ClaritySoft CRM fills the space between contact management software and mid-market CRM offerings, with a CRM solution thats cost effective, implements fast, and delivers the right balance of functionality and simplicity to ensure user adoption and a successful CRM implementation. SUGAR CRM SugarCRMs On-Site and Cloud Computing services over lock-in based, proprietary alternatives. SugarCRM easily adapts to any business environment by offering a more flexible, cost-effective alternative than proprietary applications. SugarCRMs open source architecture allows companies to more easily customize and integrate customer-facing business processes in order to build and maintain more profitable relationships. The company offers a complete, enterprise-class CRM system built on open-source technologies, including PHP, MySQL, and the Apache Web server. The SugarCRM platform is available in installed, hosted and appliance-based versions that offer the full range of CRM functionality. It is designed for maximum ease of deployment for the management of sales leads, business contacts, and more. Sugar On-Demand is hosted by SugarCRM. Sugar Cube, provides plug-and-play CRM appliance inside a companys firewall. Sugar On-Site, allows organizations to manage Sugar on their own servers. SugarCRM is a good choice for budget conscious companies who primarily need sales force automation functionality for fewer than 50 users. They must also have the interest and technical resources for in-house customizations. The open-source version of Sugar Professional is free, but the fully licensed commercial product will be the better choice for corporations because of its broader feature set. RIGHT NOW RightNow Technologies, Inc. provides customer relationship management (CRM) software. Its CRM software suite includes RightNow Marketing, RightNow Sales, and RightNow Service. These solutions are designed to provide real-time visibility across all customer-facing departments, maximizing the efficiency of an organization and helping to provide a superior customer experience. RightNow Service - Provides a multilingual and multichannel customer service solution that captures customer interactions from both traditional and online channels. RightNow Sales - An intuitive, easy-to-use sales automation solution, RightNow Sales maximizes sales efficiency and productivity. RightNow Sales suite provides sales forecasting and reporting data, and manages accounts, track leads, organize contacts, and creates selling opportunities. RightNow Marketing - Offers functionality to manage marketing campaigns and automate standard campaign activities. RightNow Marketing helps turn ideas into reality, reducing the complexity of campaign administration and providing the actionable insight to track campaign impact. RightNow experience and leadership in consumer-centric CRM spans numerous industries including: Consumer Electronics / Hardware, Financial Services, Government, Higher Education, Retail / Consumer Packaging Goods, Software and Online Services, Telecommunications, Travel and Hospitality. ZOHO Zoho is a comprehensive suite of award-winning on-line business applications. Customers can use Zoho to run their business processes, manage their information, and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software. Zoho currently has more than 1.5 million registered users. Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution for managing organization-wide Sales, Marketing, Customer Support & Service, and Inventory Management in a single business system. Zoho CRM users can use the same account to take advantage of the other 20+ different applications that Zoho provides. Many of them are complementary to Zoho CRM, for example - Zoho Projects for project management, Zoho Invoice for customer invoicing, and Zoho Meeting for web meetings, desktop sharing and remote support. Likewise, the single sign-on advantage extends to Google and Yahoo users, who can login to Zoho CRM directly with their respective accounts.

Dhawal arora (309651, dhawal.arora@tcs.com)

CRM Solutions & its Market Leaders in 2011

Dhawal arora (309651, dhawal.arora@tcs.com)