Vendor Research

This research aims to contextualize the current Customer Relationship Management (CRM) market for vendors and solution providers. It provides survey-based data and analysis to help these groups more effectively market and sell CRM solutions.

Tool

This tool will assist you in determining the value to your SMB of a standalone Customer Relationship Management (CRM) suite, as well as best-of-breed point solutions for sales, marketing, and customer service.

Note

The environment in which SMBs manage relationships with their customers is always changing, and new technologies are making it imperative that organizations deploy the correct customer management strategies and tools. Deciding which CRM suite...

Tool

Once RFP responses have been received, organizations selecting a CRM suite need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively evaluate vendor responses.

Template/Policy

Use this customizable template to create a Request for Proposal (RFP) that includes the Customer Relationship Management (CRM) features that your organization requires.

Tool

Use this tool to generate a customized shortlist of vendors based on the capabilities your SMB requires in a Customer Relationship Management (CRM) Suite.

Solution Set

The corporation no longer dictates what the customer wants - the customer is now the real decision maker. SMBs are expected to meet increasingly complex customer demands, and this, along with increasing interaction volumes (due in large part to...

Template/Policy

This tool will help enterprises create a successful CRM business plan in an iterative manner, adding value on a project by project basis.

Tool

This tool will assist you in determining the value to your organization of a stand-alone Customer Service Management (CSM) platform.

Template/Policy

Use this customizable template to create a Request for Proposal (RFP) that includes the CSM features that your organization requires.

Tool

Once RFP responses have been received, organizations selecting a CSM platform need a way to compare vendors across similar criteria. Use this RFP scoring tool to objectively evaluate vendor responses.

Template/Policy

Use this demonstration script to provide vendors with a consistent set of instructions, ensuring an objective comparison of product features for a Customer Service Management (CSM) platform.

Note

Customer service is a changing field and new technologies are making it imperative that organizations deploy the correct customer service strategies and tools. Deciding which CSM suite to select is a difficult task. Use this research to...

Tool

Use this tool to generate a customized shortlist of vendors based on the capabilities your organization requires in a Customer Service Management (CSM) platform.

Video

This video will help you cut through the hype and gain a better understanding of what social media is and how it can help your organization. Consumers are adopting social media at a breakneck pace, and organizations need to keep up to remain...

Note

Using the open-source model for the enterprise application needs of the organization requires careful preparation in terms of process, people, and technology. Follow Info-Tech's recommendations to get the enterprise ready for Open Source...

Note

In the last few years, the mid-market CRM landscape has changed due to the emergence of Software-as-a-Service (SaaS) into the mainstream market and changes in consumer needs and buying behavior. Examine the summary findings from a recent...

(9-Sep-09) Taking a page from the Salesforce.com playbook, SugarCRM has announced the availability of Sugar Community Edition on Amazon EC2 to provide CRM developers with an easy-to-deploy development environment in the cloud.

The Software-as-a-Service (SaaS) delivery model is impacting the Customer Relationship Management (CRM) project lifecycle. Understanding the impact that SaaS has on CRM is necessary to achieve successful on-demand CRM implementations.

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...

Tool

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...

Note

IT managers that attempt to implement Open Source Software (OSS) without adequate planning are setting up the project for failure. Introducing the OSS model into an enterprise requires careful preparation in terms of process, people, and...

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)...

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...