The Business Intelligence Guide | CRM | Choosing A Customer Relationship Management Solution

Enterprise Customer Relationship Management [CRM]

A successful CRM Solution:

Is driven by enterprise-wide customer intelligence

Anticipates customer needs

Delivers relevant value propositions that clearly differentiate the business

Ensures consistent brand experiences across all channels

It provides the capability to:

Build laser focused segmentation models upon which campaign strategies can be formulated

Properly respond to consumer behaviour by analyzing an individual's interaction with point-of-contact devices such as ATMs, kiosks and web sites.

Empower the entire organization to respond to individual customer needs in the most relevant and meaningful way.

Tips on Selecting a CRM Solution

The solution must:

Be fexible and customizable - to support complex cross functional processes

Work seamlessly within your current infrastructure - realize the benefits of CRM whilst while continuing to leverage your previous technology investments.

Be able to integrate and share data with any existing data store – including accounting and e- Commerce applications

Be easy to implement – avoid long, resource intensive deployment cycles.

Be fast and well-organized across the various departments - to achieve rapid return on investment

Be supported by a vendor that provides comprehensive consulting and training services to assist with installation and roll-out.

Be intuitive and user-friendly – to avoid extensive staff training, and support high user adoption rates.

Vendor

Key Features

Best Suited To

Clients

Cost

Amdocs

Amdocs 6 CRM

Extensive customization.

Out-of-box Integration with ERP.

Telecos

Bell Canada, Cingular, HP, FedEx, SBC, US Cellular

Not Available

Epicor

Enterprise CRM
iScala ERP
Vantage
Clientele CRM

Highly customizable.

Familiar Microsoft Outlook-like user interface.

Robust reporting engine - variety of formats: Excel, HTML, PDF, XML and CSV.

Mid-market enterprise in a range of vertical industries: manufacturing, distribution, service,
hospitality.

Cox Enterprises, Cinemex, InVision Technologies, Siemens Building Technologies.

20,000 customers in over 140 countries

~$1,500/user (Clientele CRM)

Infor

Infor CRM

Tight integration to Infor’s ERP and SCM solutions.

Manufacturing and distribution

Tailored to verticals.

Denso, TRW, Heinz, Coca-Cola Enterprises, Godiva, Valvoline, GlaxoSmithKline, 3M

100+ countries - 70,000 customers worldwide

Not Available

Microsoft Dynamics

MD CRM
MD AX - field service
MD AX - sales & mktg
MD GP - field service
MD NAV - sales & mktg
MD NAV - service management
MD SL - field service
Microsoft Office Outlook 2003 with Business Contact Manager

Highly customizable.

Familiar Microsoft Outlook-like user interface.

Robust reporting engine - variety of formats: Excel, HTML, PDF, XML and CSV.

Outlook users in small and mid-size businesses.

H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine,
1-800-CONTACTS

Professional Edition $622 to $880 per user
and $1,244 - $1,761 per server.

Full-suite Small Business Edition $440 - $499 per user
and $528 - $599 per server.

Onxy

Modules:
Customer Mgmt
Process Mgmt
Performance Mgmt

Automating multiple areas. N-Tier Scalability. Native XML integration.

Ease of use & great customer service.

Mid to large-size enterprises.

> 1300 customers

Focus - financial
services, health care, contact center, high tech & local government.

Dreyfus Corp, Prudential, Mellon Financial, Starbucks, Amway, The Regence Group, State Street Corp.

Not Available

Oracle

Oracle EBus. Suite
Siebel CRM
PeopleSoft Ent. CRM
JD Edwards Enterprise One

CRM functionality: sales, marketing, e-commerce, customer service and analytics.

Low cost hosted CRM On Demand

Solutions for businesses of all sizes

Several industry-specific versions.

Amazon.com, CNET Networks, Dell Inc., Blue Shield of California, Allstate Insurance.

5 million live end users + > 100 million registered self-service users

Siebel CRM onDemand starts at $70/user/month

Pivotal

Low implementation cost

Core competency - automating multiple areas - sales, marketing and
service.

Additional capabilities in contact centers, partner management and interactive selling.

Mid-enterprise in revenue
range $100 million to $3 billion.

Industry-specific solutions

Mid-size companies in financial services, home building and real estate,
manufacturing, life sciences and healthcare.

Centex
Homes, Farm Credit Services of America, Premera Blue Cross, Qiagen, Sharp
Electronics Corporation, and WellCare Health Plans, Allied Captial, VISA International Asia Pacific, CARF, SageProducts Inc.,

Not Available

Salesforce

Personal Edition
CRM & Developer Edition
Enterprise Edition
Professional Edition
Team Edition
Unlimited Edition

Sales force automation
Ease of use.
Rapid deployment
Intuitive interfaces.

Hosted model - sales force automation, marketing
automation, and customer service and support automation.

Companies of all sizes

Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies.

501,000
subscribers at 24,800 companies worldwide.

Starting at $65/user/month

SAP

MySAP CRM

Integrated suite of CRM, ERP, Supply Chain, HR, Financial and other enterprise applications.

Hosted and On-Premise models

Mid-size and large enterprise customers.

Artic Cat, Brother International, Caterpillar Logistics, T-Mobile, Vitens

Not Available

Teradata

Teradata Customer Management

Integrated suite of customer management, analytics, offer, segmentation and profitability applications.

BIM's to predict ROI of CRM Implementation

Mid to large enterprise customers

3M, ABN Ambro, Australia Customs, Air Canada, Bank of America, BNZ, Cardinal Health, Deutsche Post, EchoStar. Ford Motor Company, Federal Express, Metro Group, Paypal

Not Available

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Enterprise Customer Relationship Management [CRM]

Tips on Selecting a CRM Solution