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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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 crm functional requirements


CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part One: The CRM Selection Challenge
Two of the greatest challenges IT decision makers face when selecting a CRM package is first, having a comprehensive understanding of their functional and

crm functional requirements  face when selecting a CRM package is first, having a comprehensive understanding of their functional and technical requirements and second, identifying the vendors that best match their requirements. This article will focus on determining the functionality and technology required to enable business processes, and how to compare vendor offerings once those requirements have been documented. This is a two-part tutorial on selecting a CRM solution. Part One outlines the challenges faced by companies in

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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

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Documents related to » crm functional requirements

Three Es of CRM


With product lifecycles accelerating and pricing pressures increasing, organizations must focus on delivering unique customer experiences to differentiate themselves from the competition. Customer relationship management and enterprise resource planning technologies play a critical enabling role.

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TEC Joins Forces with EOH Technology Consulting to Assist Businesses Matching Software Choices to Strategic Requirements


TEC Joins Forces with EOH Technology Consulting to Assist Businesses Matching Software Choices to Strategic Requirements EOH Technology Consulting (EOH) and Technology Evaluation Centers (TEC) announce the launch of a new alliance designed to assist companies with comparing, evaluating, and selecting enterprise software.

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5-step CRM Software Selection Guide: A Pragmatist’s Guide to CRM Software Selections


Selecting a new enterprise customer relationship management (CRM) solution is an undertaking that requires careful planning and managed execution. And in fact, there are a number of common mistakes that organizations make. Failing to execute the selection process in an objective and structured fashion can be an expensive financial mistake—as well as a fatal hit to your professional reputation.

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CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection


Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. Well constructed knowledge bases that are used in a tested selection methodology reduce the RFI process from months to weeks, eliminate data quality issues and allow an apples to apples comparison of vendor offerings.

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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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Strategies for a Successful CRM Implementation: A Guide for Small and Medium Sized Enterprises


In general, most organizations agree that customer satisfaction—one measure of customer relationship management (CRM) success—improves when CRM software is implemented. This white paper discusses the keys to successfully implementing CRM software solutions, as well as some of the important prerequisites—people and processes—to finding and installing CRM technology.

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How to Choose the Right Hosted CRM Solution for You


How can you get the most out of a customer relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing a hosted CRM solution that’ll provide the benefits of an on-premise CRM solution without the need for a complex implementation or the assistance of an in-house IT team. Hosted CRM is a cost-effective solution that promises a quick return on investment (ROI).

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CRM Best Practices Adoption


Customer relationship management (CRM) best practices aren’t well recognized by many companies. Disappointment with CRM systems usually results from poor strategies that don’t focus on a specific set of business capabilities to increase revenues or reduce costs. How well does your company stack up? Learn about CRM best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

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Functional Re-use and SOA


Service-oriented architecture (SOA) is a driving force for future functional use within organizations. However, these functions must be viewed as being shared services for all processes. Functional re-use will be the main means of ensuring that organizations can respond rapidly and effectively to market dynamics, and that improvements to specific functions will have the optimum impact across the whole organization.

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Saleslogix CRM Best Practices Guide


Find out in the saleslogix CRM guidebook by nucleus research, a leading research analyst firm.

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