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Many companies have yet to adopt a CRM solution of any type. Others have built solutions of their own or deployed packaged solutions that they have since outgrown or have realized are inadequate for their needs as their businesses become more complex. They also may face similar challenges with regard to management applications such as accounting, enterprise resource planning, and supply chain management.
Technology Audits - published 23/08/2010 - Warren Wilson
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Technology Audits - published 16/08/2010 - Angela Eager
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Small to mid-sized organizations require CRM solutions that are quick to implement and easy to use, can be adapted to specific business needs, and integrated with back-office applications with minimal need for IT resources. SageCRM, which is the SMB counterpart to Sage’s SalesLogix higher-end CRM suite, largely meets these requirements with some exceptions. SageCRM has strong dashboard-related capabilities that are readily manipulated, with drag-and-drop functionality and navigation options for adaptatio…
Technology Audits - published 10/08/2010 - Rhonda Ascierto
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Its BPM heritage means Pegasystems comes to the customer service part of the CRM market with a manageable, rules-driven approach to business process design and execution. The sophistication of the rules engine whereby multiple rules can be assigned to a process, combined with the use of declarative, goal-seeking logic that emphasizes the outcome rather than proscribing a linear route (although linear routes can be defined), are particularly valuable in the customer service area, where there is a large ma…
Technology Audits - published 23/07/2010 - Angela Eager
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RightNow has maintained a rapid pace of development for the CX customer experience management platform, which enables organizations that understand the importance of the experience to keep in step with the needs of their consumers in terms of their behavior and the channels they use to interact (mobile is the latest addition to the suite). Organizations know the image they want to present and the objectives they want to achieve, and RightNow CX provides the means to coordinate resources to develop, execu…
Technology Audits - published 23/07/2010 - Angela Eager
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Salesforce.com’s willingness to diversify combined with its use of technology and ideas adapted from the consumer Web are fundamental to its success. It has diversified from SaaS sales automation into customer service, the Force.com development platform, data services, and enterprise collaboration. Initiatives such as Chatter that tap into the peer-to-peer collaboration trend provide innovation around enterprise and customer interaction, areas that businesses address as part of their customer lifecycle m…
Technology Audits - published 23/07/2010 - Angela Eager
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Information workers are engulfed in an avalanche of data – becoming ‘digitally snow blind’ as they stare at endless screens of information, trying to decide which link or which search result will provide them with the information they need to do their job. Traditional knowledge management solutions provide users with a place to look for information, but alas they provide very little guidance on whom to ask. Knowing whom to ask in an organization or business network can often be of critical importance in …
White Papers - published 23/07/2010 - Richard Edwards
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The product supports a classic approach to CRM where the business is viewed through sales automation (opportunity and lead management) and effectiveness (sales activity and order management) lenses. This results in limited depth in the traditional marketing and customer service areas of CRM but does drive developments around mobile and social media integration because of their potential impact on effective operations. SalesLogix straddles old and new-style CRM but is still rooted in the traditional trans…
Technology Audits - published 08/07/2010 - Angela Eager
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KENSHOO Search is a search engine marketing (SEM) platform that automates the entire process of building and optimizing cross-channel search campaigns. It helps marketers deal with increasing SEM complexity across multiple search engines. KENSHOO Search is a browser-based software-as-a-service (SaaS) offering that runs off of a private cloud architecture. It connects with important media ad channels, such as Google, Yahoo, Bing, and Baidu, and Ovum is impressed with the way this solution enables marketer…
Technology Audits - published 23/06/2010 - Richard Edwards
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Orbus Software’s iServer offers organizations a collaborative enterprise architecture and business process modeling suite. It is estimated that 75% of organizations worldwide currently use Microsoft Visio and Office to document business processes and enterprise architecture. In addition, Visio is used by an estimated 25 million users globally. iServer for Microsoft Visio allows organizations to bring this information into a collaborative repository-based environment without the need to translate the cont…
Technology Audits - published 23/06/2010 - Mark Blowers
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The needs of organizations for rapid deployment and fast return on investment are increasingly being met through industry-specific solutions that require less customization and extension than generic applications, and provide out-of-the box support for key industry processes. Amdocs CRM is part of a broad and maturing portfolio that provides platform telecommunications providers with what they need to run their businesses. The CRM component addresses contact-center and retail-channel management, self-ser…
Technology Audits - published 23/06/2010 - Angela Eager
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SmartStart provides a means of shortcutting the potentially lengthy adoption of enterprise-strength operational risk management, which is often a complex undertaking. Increasing numbers of organizations across multiple vertical industry sectors are beset by regulatory and legislative compliance obligations, or need for other industry-specific reasons to improve the effectiveness and efficiency of their management of operational risk. In meeting these needs Optial provides advanced, strongly integrated co…
Technology Audits - published 27/05/2010 - Alan Rodger
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Many of the transactional aspects of CRM, particularly in sales force automation, are approaching commodity status with little differentiation among different vendors’ offerings. Extracting value from CRM systems requires more imagination and a shift in focus from controlling data (an unmet goal, given that many enterprises still struggle to achieve a single view of the customer) to deriving intellectual capital that can improve present and future business operations. Analytics is the obvious way forward…
White Papers - published 27/05/2010 - Angela Eager
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The consumer space boasts of many successful collaboration applications that overcome the traditional barriers to communication. Such applications frequently highlight elusive consumer insight by providing unique incentives for participation, creating valuable social communities in the process. However, many of these successful communities, applications, and vendors are dismissed by the business fraternity as being frivolous and of no commercial value. Most businesses have yet to discover and exploit the…
Technology Audits - published 04/05/2010 - Richard Edwards, Surya Mukherjee
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Seeburger Business Integration Server (BIS) is an all-inclusive business-to-business (B2B) gateway solution that provides a single-platform approach to the delivery of an organization’s business-partner, supply-chain, and internal systems-integration requirements. The product set, which can be described as a full-featured, end-to-end, B2B electronic data interchange (EDI) solution, is unique in that all the product components have been developed in-house by Seeburger. Across its range of data and systems…
Technology Audits - published 08/04/2010 - Andy Kellett
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Microsoft Dynamics AX 2009 is an application suite from Microsoft’s stable of mid-market ERP products. What differentiates it from the other Dynamics applications is the combination of packaged functionality and an integrated development environment that facilitates extension and further development, enabling it to be tailored to specific business requirements and industries. It is undergoing rapid evolution but the changes are being managed to minimize risk and disruption, and enterprises are not being …
Technology Audits - published 25/03/2010 - Angela Eager
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GraphTalk A.I.A is an integrated, process-oriented, policy administration platform for the insurance sector in the EMEA region. Its ability to support multiple lines of insurance business (personal and commercial lines; life, pensions, investments and savings products; risk and protection products; and health insurance), from a single platform that also provides back-office administration, makes it suitable for organisations with multiple product types, and for those with expanding insurance operations. …
Technology Audits - published 17/02/2010 - Angela Eager
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Panaya Inc provides a set of analysis and testing tools, unique in that they use the SaaS model, for use during SAP ERP application upgrade programmes. Panaya’s fully automated applications are used for testing and identifying in advance what will break during a change or upgrade. Operation is based on the simulation of a client’s actual system on the proposed target system. This provides detailed and extensive information about problem areas from a code-level perspective, and the SaaS model shifts the b…
Technology Audits - published 17/12/2009 - Angela Eager
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Global Graphics gDoc Fusion is a desktop application aimed at easing the process of creating and managing documents in industry-standard PDF or XPS formats. The solution allows users to assemble, read, edit, and convert source documents of many different formats through an easy-to-use drag-and-drop interface. Apart from making textual edits, adding comments, redacting potentially sensitive information, and rotating images, the user can also configure the conversion process so that the output document is …
Technology Audits - published 14/12/2009 - Angela Eager, Karthik Balakrishnan, Somak Roy
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Microsoft Dynamics NAV 2009 is a mid-market ERP suite targeted at the mid-point of the mid-market – organisations up to 1000 employees. It includes modules for financial management, human resource management, supply chain management, sales, marketing, and service, plus manufacturing, project management, and business intelligence. The latest version has been rearchitected for .NET although the business logic has been maintained through migration to minimise risk and provide a level of continuity for custo…
Technology Audits - published 08/12/2009 - Angela Eager
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SAP CRM 7.0 consists of a suite of applications covering the core CRM areas of sales, service, and marketing, plus extension areas such as analytics and contact centre, web channel, and partner-relationship management applications. It is available as an integrated component within the SAP Business Suite but can be run without the other application-level components. Having already invested to round out the functionality and improve the user interface, SAP continues to build the product set and puts a stro…
Technology Audits - published 08/12/2009 - Angela Eager
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Oracle E-Business Suite CRM 12.1 is a full-range suite that provides the core CRM functions around sales, marketing, and service, and adds to them via a heavy emphasis on extension and integration into back-office business operations. The Oracle CRM remit is extensive, embracing not only customers and prospects, but also their relationship with products, contracts, and pricing. This means Oracle CRM encompasses aspects that would not normally be considered CRM, such as Quoting, Proposals, and Incentive C…
Technology Audits - published 01/12/2009 - Angela Eager
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StrongMail Message Studio 5.1 is an e-mail marketing solution comprising a back-end transactional messaging platform that includes an application server for application/data integration and dynamic message creation, and a Message Transfer Agent (MTA) component for message delivery that interfaces with the MTA at an ISP. It also has a marketing campaign management application designed for use by marketers. Together they provide a rich solution for high-volume e-mail marketing that enables organisations to…
Technology Audits - published 01/12/2009 - Angela Eager
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Portaltech, an e-commerce consultancy, offers QuickLive – an e-commerce solution which is based on the hybris platform. Portaltech has developed interfaces to hybris, built templates, and added to hybris’ functionality to provide business user tools for configuring products, pricing and the store design process, along with functionality to simplify the implementation, usage, and management of the solution. QuickLive provides a good set of core Business-to-Consumer (B2C) and Business-to-Business (B2B) fea…
Technology Audits - published 01/12/2009 - Karthik Balakrishnan, Mark Blowers, Somak Roy
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At its recent Convergence conference in London, Microsoft delivered the cheering news that Dynamics CRM Online will finally be available outside of North America and Canada by the end of 2010, with Microsoft planning to outline in six months time the countries where it will be available and the launch timescales. It will not be moving into the world of SaaS ERP, however, at least not under a pure SaaS model, preferring instead a partner-led private cloud approach.
OpinionWire Articles - published 16/11/2009 - Angela Eager
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