Large enterprises are no longer the only ones that can afford a commercial Customer Relationship Management (CRM) solution. Market trends indicate that small and mid-sized enterprises (SMEs) now have access to CRM products that are more suitable to their needs and budgets.

The ECM market is in a transition period. New license revenue is stalling and a wave of consolidation has drastically reduced the number of independent vendors. The root of this problem lies in the elusiveness of clients with less than $50 million in annual revenue. ECM vendors must innovate to accommodate for a general lack of IT sophistication in this market segment.

Small enterprises approach SharePoint differently from larger organizations. Understand the adoption patterns and motivations of smaller companies to determine what SharePoint can mean for your enterprise.

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A variety of Web-based customer service technologies are available to small enterprises, which provide value in different ways, in different service situations. Apply the attributes of different Web-based customer service...

Driven by the need to offload complex regulatory compliance and free up cash, outsourced HR functions offer SMEs cost savings through automation and scale economies, regulatory employment compliance and the ability to provide employees with big-business benefits. Understand the benefits and risks of HR function outsourcing as a viable option to purchasing an HR system.

To derive value from both first and second generation collaboration technologies, organizations must look beyond simply applying Internet collaboration technologies from outside the firewall to inside the firewall. Organizations must also consider the derivative impact from collaboration technologies. Small enterprises will gain immediate value from Web 2.0 peer collaboration tools in particular.

A well-chosen help desk solution can significantly boost the efficiency and quality of IT’s support services. Conversely, an inappropriate solution is a waste of resources. Choose the right type of help desk software by matching it to the IT environment.

Teamware promises particular benefit to small enterprises due to the low cost and increasing use of an on-demand delivery model. Use this tool to determine if teamware is appropriate for your organization.

“Teamware 2.0” promises particular benefit to small enterprises due to the low cost and increased use of an on-demand delivery model. However, organizations must resist deploying teamware as a substitute for project management or content management.

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. Use this tool to understand the strengths and weaknesses of available Web-based customer service technologies.

For smaller service desks, a hosted (Software-as-a-Service) help desk tool may be more cost-effective than an on-premise package. Use this Total Cost of Ownership (TCO) calculator to determine which of the two options is best for your organization.

The Customer Relationship Management software market is growing once again, especially those solutions focused on increasing demand in small enterprises. The high-end of the market underwent consolidation (i. e. Siebel, PeopleSoft and Oracle) and many other vendors have been acquired by mid-market software firms. New market trends, such as Software as a Service (SaaS) and application development...

Enterprises are struggling with information overload. The process of creating and managing Web sites is particularly burdensome to IT departments. Web Content Management (WCM) systems empower business users to manage their own content and offer architectures that support large dynamic Web sites. This comparison of nine solutions for the small enterprises simplifies the process of selecting a WCM...

Microsoft Dynamics CRM is a suite of CRM (Customer Relationship Management) tools focused at small enterprises that need a generic balance among sales, marketing, and service features. Microsoft shops will find software deployment and management familiar; however, those charged with executing customer processes will find the current version’s feature set and usability average at best. A complete...

Microsoft Dynamics CRM is a suite of Customer Relationship Management (CRM) tools focused at small enterprises that need a generic balance among sales, marketing, and service features. Recently, Microsoft released Dynamics CRM Version 4, which represents a complete product overhaul. Companies that are evaluating CRM packages should evaluate this new version of Microsoft Dynamics CRM.

SageCRM is Sage Software’s medium level CRM offering. It is positioned between the entry level ACT! product and the more robust Sage SalesLogix. The application contains a broad set of Customer Relationship Management (CRM) features that most small enterprises will value, has flexible deployment options, and is relatively easy to use and configure.

Sage Software’s ACT! is a mature product for small scale customer and account management. Rather than extending the product’s features into more generic CRM, Sage has focused on improving scalability and deployment options within a core market of independent account managers and small sales teams. The product does not provide a core set of customer service tools.

Salesforce.com has become a major Customer Relationship Management (CRM) vendor and is the reputable pioneer of the Software-as-a-Service (SaaS) delivery model, serving small to mid-sized enterprises and larger companies. Initially focused on sales force automation, the company now offers customer service tools and basic marketing functionality. The Professional Edition in particular is a robust...

SugarCRM is becoming a disruptive force in the small enterprise Customer Relationship Management (CRM) market. Its commercial open source model, CRM appliance option, low price, and strong set of CRM features are impacting more traditional methods of CRM delivery and the perception of CRM value among small enterprises. Despite its small size compared to other vendors, SugarCRM scored highest in...

Info-Tech is updating its previous evaluation of SugarCRM to incorporate the recently released SugarCRM Version 5.0. While the upgrade is a major version release, primary enhancements are focused on creation of custom application modules by business owners. Additional improvements have been made to the on-demand platform and a new AJAX-based e-mail client has also been added.

There is a great deal of variety among the open source Web Content Management (WCM) solutions. DotNetNuke runs on the .NET platform, Magnolia is a Java-based solution, and Nuxeo and Plone both rely on the Zope application server. Each solution has unique challenges and strengths and must be assessed individually.

The application server ColdFusion has been eclipsed by Java and .NET. There are, however, two popular Web Content Management (WCM) products that still rely on ColdFusion. Hot Banana specializes in marketing-driven micro-sites while PaperThin’s CommonSpot Server focuses on taxonomy creation, management, and navigation.

Microsoft’s .NET is gaining popularity in enterprises. It is particularly well established in small and mid-sized enterprises. A variety of WCM solutions are available for the platform. Ektron and SiteCore are commercial offerings and the open source project DotNetNuke is rapidly gaining mind share. Info-Tech considers all three solutions to be Leaders but Ektron finished at the top of the list.

Most enterprise Web Content Management (WCM) solutions are built for a Java application server. There are also Java-based WCM offerings for the small to mid-sized enterprise (SME) market. Serena Software offers a commercial selection and Magnolia is an open source option. Info-Tech places Serena Software’s Collage in the Competitor Zone. Magnolia remains a challenger with considerable potential.

A well-chosen help desk management application can improve resolution rates, streamline the escalation path, and reduce redundant work. Selecting a software package to achieve all this requires careful consideration and due diligence.

Customer Relationship Management (CRM) is experiencing a resurgence in enterprises of all sizes, following market consolidation over the last five years. New market trends, such as Software-as-a-Service (SaaS) and application development trends (e.g. Web 2.0, community-based development), are reshaping CRM software delivery models, functional choices, and complicating buyers’ choices.

Acquiring a commercial CRM package is a difficult proposition, especially for companies that don’t have extensive experience in dealing with enterprise applications vendors. This tool addresses the essential aspects of CRM vendor selection and will help IT managers create a CRM vendor selection strategy that will enable them to get past the vendor hype and choose the best solution for their...

Creating a Request for Proposal (RFP) for help desk software can be a time-consuming task. The RFP provides vendors with the relevant operational, functional, and architectural requirements of the system. This editable template includes all the critical aspects to consider when selecting help desk software. Use it to save significant time in the RFP creation process.

IT decision makers comparing enterprise portal solutions should devote more time to looking at the vendors rather than drafting RFPs. Use this editable template to ensure all critical areas are covered. Even if a formal RFP process is not required, this template can serve as reference for key decision criteria and negotiation points.

A well-selected knowledgebase solution allows IT service desks to minimize redundant work and maximize operational efficiency. This editable template includes all major decision factors for choosing a knowledge tool – it will speed up the decision-making process and ensure that all key points are addressed.

Small enterprises that cannot justify investment in high-end electronic forms automation systems often believe their only alternative is to employ word processing or spreadsheet forms. However, many affordable electronic forms solutions are available to automate standard internal form-based processes.

The ability to search for unstructured information among documents in LAN folders and intranets has become a critical business function in companies of all sizes. Small enterprises should focus on vendors that deliver basic search functionality at affordable prices, but also offer an upgrade path for future growth.

Small enterprises face unique challenges when comparing Web Content Management (WCM) vendors. This worksheet enables IT managers to profile their enterprise WCM needs and to generate a rank-ordered shortlist of WCM vendors with products that are appropriate for small enterprises.

Windows SharePoint Services is relatively easy to deploy. What is more difficult to determine is if your enterprise is using the platform to its full potential. Focus on these five key areas to take your SharePoint implementation to the next level.

An automated help desk management tool is the foundation of an effective IT service desk. Build on that foundation by implementing an appropriate knowledgebase solution.

Recent Info-Tech research on the enterprise application planning process shows that, in business process modeling, small enterprises which carefully govern consultant involvement, and leave the real process work to the business, achieve greater project success. Use this note to learn how consultants can educate and facilitate a business-led process modeling effort for enterprise applications.

Business users are the key element for any enterprise application project. Without business user adoption the project is a failure regardless of budget or timeline performance. All IT managers, regardless of the size of the enterprise, must understand the fundamentals of business-user training and follow a formal training process.