CRM - July 2008 - (Page 49)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. Allstate 14 BMW 14 City of Las Vegas 14 De Beers 14 CheckPoint HR 45 Orchid Book Distributers 45 PracticeWorks 46 The Weather Channel Interactive 47 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Open-source CRM > > Product: Lack of company control over the development of CRM software Companies often have concerns when buying CRM from a traditional vendor: How much control can they really maintain, relying on the vendor for updates? Will they be able to customize and tweak solutions based on shifting business needs? Typically, once a company signs a contract with a vendor, it’s bound by the parameters of the document, no matter how its operational needs may change going forward. However, open-source CRM—built around programming code that’s open to the public, as opposed to proprietary code—may provide the desired freedom, enabling users to modify products to their own liking, and allow flexibility of use. Time Warner Cable 50 Verizon 50 ConcourseSuite 5.0 from Concursive (formerly Centric CRM) Delivery Model: hosted on-demand, hosted appliance, managed appliance, and on-premise Price: Yearly seat fees per user are $400 ($600 for hosted on-demand); yearly per server fees for hosted appliance ($36,000) and managed appliance ($6,000) delivery models also require a $1,000 installation fee. Business Benefits: This complete front-office solution combines marketing and customer service, online presence management, and team collaboration on one single platform. To maximize ease of use, the solution also provides the ability to customize or add features through a flexible “portlet” plug-in architecture. Functionality: ConcourseSuite enables companies to run public Web sites and e-commerce catalogs from one application, as well as to interact with customers using Web 2.0 and other social-networking capabilities. The solution also enables the capture of all customer, Web, CRM, Enterprise 2.0, and transactional data in one database, which helps deliver scalability and ease of use. ■ADVERTISERS RightNow Technologies back cover www.rightnow.com/travelocity USPS inside front cover www.usps.com Calabrio 15, 17, 19 www.calabrio.com www.saynotoducttape.com 1-763-592-4600 Contact: Concursive at 1-757-627-3002; or visit www.concursive.com. > > Product: > > Product: MPower Open Delivery Model: either client/server or hosted Price: No license fees. Support: $100 per concurrent user per month up to 20 users; special pricing for more users. Business Benefits: This open-source CRM software suite for nonprofits gives users freedom and control to customize the product to fulfill an organization’s exact needs, including automating and streamlining day-to-day operations, aligning business processes with industry best practices, and providing an integrated view of constituents individually, as segments, and as a whole. The solution’s open technology enables users to customize source code to develop features as needed. Functionality: MPower Open enables “moves management,” advancing constituents to deeper relationships with an organization to increase their value (e.g., cultivating a first-time donor to become a recurring donor). Functionality includes rich contact management (including address validation), reporting, advanced analytics, and integration with leading technology systems used by nonprofits. CRM in Real Time, by Barton Goldenberg 33 books.infotoday.com/books/ RealTimeCRM.shtml CRM Podcasts 9 www.destinationCRM.com/podcasts destinationCRM 2008, Aug. 18–20, 2008, New York 35–39 www.destinationCRM2008.com 1-800-300-9868 Excellence Every Day, by Lior Arussy 43 books.infotoday.com/books/ ExcellenceEveryDay.shtml SpeechTEK 2008 inside back cover www.speechtek.com 1-800-300-9868 Contact: MPower at 1-800-562-5150; or visit www.mpoweropen.com. Sugar 5.0 from SugarCRM Delivery Model: either on-demand or on-premise Price: Professional-grade solution: $40 per user per month (on-demand); $275 per user per year (on-site). Enterprise-grade offering: $75 per user per month (on-demand), and $449 per user per year (on-site). Business Benefits: The solution’s platform capabilities provide the ability to customize the software to meet exact requirements across marketing, sales, and support. Sugar 5.0 also includes Module Builder, which allows nontechnical users to capture all pertinent information for users and managers to either build modules from scratch or combine existing or custom objects into a new CRM module. Functionality: The solution’s metadata-driven user interface combines the benefits of CRM with the ability to incorporate new features in future releases. Sugar 5.0 also introduces the Ajax Email Client, which tightly integrates with Sugar’s CRM functionality. Additional charting features provide the ability to display multiple dashboards on a single homepage. ■WEB EVENTS Autonomy etalk webinar 13 destinationCRM.com/webevents/etalk/30jul2008 Convergys webinar 5 destinationCRM.com/webevents/convergys/09jul2008 Nice Systems webinar 11 destinationCRM.com/webevents/nice/23jul2008 Contact: SugarCRM at 1-408-454-6940; or visit www.sugarcrm.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | JULY 2008 49 http://www.rightnow.com/travelocity http://www.usps.com http://www.calabrio.com http://www.concursive.com http://www.saynotoducttape.com http://books.infotoday.com/books/RealTimeCRM.shtml http://www.destinationCRM.com/podcasts http://www.destinationCRM2008.com http://books.infotoday.com/books/ExcellenceEveryDay.shtml http://www.mpoweropen.com http://www.speechtek.com http://destinationCRM.com/webevents/etalk/30jul2008 http://destinationCRM.com/webevents/convergys/09jul2008 http://www.sugarcrm.com http://destinationCRM.com/webevents/nice/23jul2008

Table of Contents Feed for the Digital Edition of CRM - July 2008

CRM - July 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point CRM’s a Social Animal SAP Looks to ‘Change the Game' CRM on Twitter CRM to the Max A Prescription for Satisfaction Required Reading Cover Story: Is Microsoft Winning the CRM Race? Jumping into the SaaS Pool Say What? Another Bright Idea Out of Edison A Small Biz Blossoms Biting Off the Right Amount Something for a Rainy Day Connect Re:Tooling Pint of View

CRM - July 2008

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