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Customer relationship management is a suite of tightly-integrated applications designed to
streamline all client-facing interactions. With customer relationship management, businesses can
improve productivity and cost-efficiency, while guaranteeing a superior customer experience.

Today's marketplace is becoming more and more competitive, and businesses of all sizes
across all industries are challenged to boost revenues and expand market share by finding new,
more effective ways to attract, acquire, support, and retain customers.

Additionally, they must improve profitability and increase shareholder value by maximizing
operational efficiency and minimizing overhead costs. That's why so many companies are
turning to customer relationship management solutions.

Customer relationship management solutions are a family of tightly-integrated software

applications that span all client-facing operations throughout a company.

Comprised of modules for contact management and sales force automation, marketing
campaign automation, call center or contact center management, help desk automation, and
advanced business intelligence, customer relationship management solutions are designed to
coordinate and streamline the disparate, repetitive, manual processes that often exist across
multiple divisions and business units.

Additionally, they can help consolidate and centralize the common company-wide data silos
that can lead to errors and inconsistencies in service delivery. As a result, the efficiency and
effectiveness of all customer transactions is dramatically improved, and service quality is
optimized at every single touch point.

With customer relationship management solutions, companies can enhance the accuracy,
timeliness, and success of all customer interactions and related processes. This includes enabling:

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to understand the behaviors and preferences of their target audience,
intelligently plan and execute sophisticated and personalized campaigns and promotions through
multiple communication mediums, and closely monitor and analyze the results.
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to efficiently prioritize and manage hundreds of new leads,
prospects, and opportunities by better coordinating activities, more rapidly finalizing and closing
existing sales cycles, and boosting the value of each deal.
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to provide a convenient experience to customers by quickly
answering their inquiries and providing them with the information they need. Customer
relationship management solutions can also transform these cost centers into profit centers by
helping staff to actively participate in up-sell and cross-sell initiatives, and other sales and
marketing promotions.
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 to promptly address customer issues by leveraging a comprehensive
knowledge base, coordinating and dispatching field resources when needed, and tracking the
progress of every problem from the time a job ticket is opened, until it is resolved and closed.

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 to achieve full visibility into all customer-facing activities across multiple
departments, so they can accurately assess performance, and ensure that all client interactions are
handled in the most responsive and professional manner possible.

But, most importantly, customer relationship management empowers these various teams to
collaborate, share timely and accurate information, and work together toward the common goal
of expanding market share and increasing customer loyalty. With customer relationship
management, these once fragmented sales, marketing, and service departments can work in
synch to build a stronger, more lucrative customer base.

Customer relationship management packages are also designed to work seamlessly within a
current infrastructure, so businesses can continue to leverage their existing technology
investments while creating a company-wide culture that enables more efficient execution of
customer-facing workflows. For example, customer relationship management applications can
link to and share data with other business systems that store vital customer information, such as
accounting and e-commerce packages.

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NetSuite Inc. offers hosted CRM software for small to medium businesses. NetSuite was
originally incorporate as NetLedger by its founders Larry Ellison and a young protégé, Evan
Golberg. The company's name was later changed to its current NetSuite.

NetSuite enables companies to manage all key business operations in a single system, which
includes accounting/Enterprise Resource Planning (ERP), Customer Relationship Management
(CRM), and Ecommerce. NetSuite is delivered as an on-demand service, so there is no hardware
to procure, no large, up-front license fee, and no complex set-ups. Finally, NetSuite's patent-
pending "real-time dashboard" technology provides an easy-to-use view into role-specific
business information that is always up-to-date.

NetSuite's strong all-in-one front- and back-office solutions span CRM, ERP, accounting,
and eCommerce making this a one-stop package for SMBs. The company's software helps you to
manage your key business operations in a single, integrated system.

NetSuite's CRM solutions include:

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Comprehensive Web-based solution for midsize businesses that integrates Accounting/ERP,
CRM, Ecommerce and partner collaboration capabilities.

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One complete Web-based application for smaller businesses that integrates the front and back
office, managing sales, service, accounting and Web presence.

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Offers a Web-based CRM solution that gives your company all the traditional CRM capabilities
you need to manage marketing through customer acquisition.

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Total Customer Relationship Management CRM solution for businesses large and small with
customer-centric view to manage initial and on-going relationships over the phone, in person, or
on the Web.

The NetSuite platforms include:


Comprehensive Web-based Accounting/ERP solution for midsize businesses that includes order
management, purchasing, financials, Ecommerce and more.

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Ecommerce solution provides comprehensive ecommerce tools integrated with inventory and
order management and sales, service and marketing

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The NetFlex Applications Program facilitates third-party software vendors to extend and
enhance the NetSuite application using the NetFlex Web services platform.

The company's patent-pending "real-time dashboard" technology provides an easy-to-use

view into role-specific business information that is always up-to-date. At times, the
comprehensive functionality adds to the product's complexity. Service thresholds and per-
module pricing can increase your costs.

NetSuite has thousands of customers globally ranging in industry, business size and software
solutions.

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If you¶re looking for more than just standard customer relationship management (CRM)
functionality, then NetSuite CRM may be the solution for you. NetSuite¶s robust, full-featured
CRM offering empowers small and mid-sized businesses with the tools and technologies they
need to improve the efficiency and effectiveness of the broadest range of customer-touching
processes.

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 NetSuite goes beyond traditional CRM by incorporating cutting-edge, fully-integrated
capabilities for document management and publishing, order and incentive management, Web
site management and analytics, project tracking, and customer self-service.

Unlike other CRM software packages that focus primarily on prospect and opportunity
management, NetSuite enables effective management of the entire customer lifecycle, tracking
and storing complete customer purchase histories and order information.

As a result, sales staff can produce more accurate forecasts and generate more revenue, while
marketing teams can boost ROI by deploying more successful programs and promotions.

And, NetSuite CRM integrates seamlessly with any corporate Web site, making it an integral
part of the selling process. So companies can further leverage this powerful marketing tool
(which is often the preferred method of interaction for prospects and customers) to implement
more effective cross-channel communications, increase conversions, and enhance service
delivery.

NetSuite CRM is a fully-hosted, on-demand solution that is available in two

editions. NetSuite CRM provides features to support sales force automation, marketing
automation, and customer service and support. Additionally, it delivers a real-time key
performance indicator (KPI) dashboard, business intelligence and analytics, productivity tools
such as email integration and group calendaring, and full customization and application building
functionality.

NetSuite CRM+ provides all the capabilities of NetSuite CRM, plus advanced sales force
automation features such as expense reporting, incentives, and order management; a partner
relationship management module; Web site building, hosting, and analytics; and a
comprehensive customer knowledge base.


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Microsoft Dynamics® business software offers a wide spectrum of feature-rich, affordable CRM
solutions to help you meet your specific needs.

Whether you run a small, growing business or a large organization with a high number of
customers and large sales and marketing teams-you can use Microsoft Dynamics® to help you
manage relationships even better.

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The Microsoft Dynamics® suite of CRM-related solutions includes:

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 dc Microsoft Dynamics® CRM
dc Microsoft Dynamics® AX for field service
dc Microsoft Dynamics® AX for sales and marketing
dc Microsoft Dynamics® GP for field service
dc Microsoft Dynamics® NAV for sales and marketing
dc Microsoft Dynamics® NAV for service management
dc Microsoft Dynamics® SL for field service
dc Microsoft Office Outlook 2003 with Business Contact Manager

The CRM solutions and capabilities within Microsoft Dynamics® connect closely to other
Microsoft technologies that you may already use. This brings together data, helping your sales
people to answer customer questions without making the customer wait.

When your employees use the CRM functionalities of Microsoft Dynamics®, they work within a
familiar Microsoft software environment. This helps reduce distractions of having to learn and
work with disparate software tools.

Microsoft Dynamics® solutions are typically implemented for you by a Microsoft partner with
the right industry and technical expertise.

 
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Microsoft CRM is a robust package designed to address the needs of mid-sized businesses, or
satisfy the requirements of individual departments within larger enterprises. With Microsoft
CRM software, companies can achieve higher productivity and greater sales success by
leveraging rich CRM functionality such as account and contact management, order processing
and tracking, lead management, competitive monitoring, and workflow coordination.

Additionally, Microsoft CRM software enhances cross-department collaboration with broad

functionality that spans both sales and customer support operations. So critical data can be
viewed, updated, and shared across multiple teams in real-time.

Microsoft CRM software offers:

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 . Of course, Microsoft CRM can be seamlessly integrated with commonly-used

Microsoft applications such as Office or Dynamics Financial Management. But, it can also
utilize SOAP/XML to link to ERP and other third-party business systems, to provide complete
insight into customer activities and information.

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 . Microsoft CRM software allows for customized configurations of data
schemas, forms, and business processes, so the solution can be tailored to meet each company¶s
unique needs.

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 Microsoft CRM software offers flexible access methods, and can be

utilized directly through Outlook, or via the Web.

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  The reporting capabilities within the Microsoft CRM software package enable
users to rapidly generate forecasts, monitor activities, measure sales and service performance,
uncover critical trends, and identify opportunities.

Microsoft also focuses much of its development efforts on solution usability, and strives to
make its customer relationship management offering the most user-friendly solution on the
market today. The Microsoft CRM interface, much like the interface of other Microsoft
applications, is highly intuitive, and enables users to get up-and-running quickly with minimal
training.


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Microsoft Dynamics CRM software is designed for small and mid-sized businesses, or
divisions or departments within larger enterprises. First introduced in early 2003 as Microsoft
CRM under the company¶s Business Solutions umbrella, Microsoft Dynamics CRM software has
gained a strong foothold in the mid-market ± with a customer base of more than 150,000 using
the solution in more than 22 languages.

In an effort to more closely align its branding strategy with its product roadmap, Microsoft
re-introduced its Business Solutions product line as the Microsoft Dynamics suite in mid-
2005. All applications in the suite ± including customer relationship management, supply chain
management, and financial management ± share a common architecture and role-based
interface. Additionally, they all tightly integrate with Microsoft Office.

The Microsoft Dynamics CRM software suite includes several modules that help improve the
efficiency and effectiveness of a wide range of customer-facing processes:


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A powerful set of tools that allows sales and marketing users to track and manage customer
interactions from first contact through purchase and post-sale.


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A robust solution that helps to streamline field operations, improve response times, and
minimize service-related costs.


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This application, previously known as Microsoft Navision, helps coordinate service resources
and activities to improve the customer experience and reduce expenses.


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This application helps simplify complex marketing strategies and improve the effectiveness of

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sales and marketing efforts by combining sales force and marketing automation with support for
lead tracking and management, telemarketing, surveys, eCommerce, and more.

With Microsoft Dynamics CRM software, mid-sized businesses have all the features and
functionality they need to improve customer acquisition, service, satisfaction, and retention,
while optimizing sales and marketing productivity and increasing revenues and profitability.

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 has been using Microsoft Dynamics CRM since February 2007. Its implementation
was exceptionally smooth, observes Diepenseifen, ³Technical implementation was absolutely
without any problems. It boiled down to preparation²by adequately specifying all requirements
in advance, we avoided delays during the course of the project.´

dc Staff Easily Access Data in a Single Location

dc Ñigh Employee Acceptance
dc Increased Quality of Sales Reports

Microsoft® DynamicsŒ CRM 4.0 allowed %*  

 a granular view of its
customers, helping the company to design better products, improve service levels and reduce
operational costs significantly.

dc Improves Efficiency Across Branches

dc Enhances Customer Satisfaction
dc Provides Greater Customization

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By implementing Microsoft Dynamics CRM 3.0, Cranes Software has created an integrated
and user-friendly solution that works well with existing technology.

dc Improved Customer Service

dc Ease of Use
dc Instant Access to Customer Information

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Oracle, the world leader in CRM, claims five million live end users and more than 100
million registered self-service users. The company offers four comprehensive Customer
Relationship Management (CRM) product lines that leverage enterprise data to drive profitable
customer interactions. Oracle's products cover the breadth of CRM functionality²from sales,
marketing, and e-commerce, to customer service and analytics.

Oracle CRM, which now includes Siebel, is the world's leading solution for maximizing the
value of your customer relationships. With an unmatched range of products, industry expertise,
and deployment options, Oracle is the right choice for CRM.

dc Only Oracle lets you take advantage of your rapidly changing business environment through
codeless configuration of critical business processes
dc Only Oracle is pursuing next-generation SOA, native applications that enable fully
customizable, industry-specific CRM business processes
dc Only Oracle is certifying all of its enterprise CRM applications on the most open, SOA-based
middleware available: Oracle Fusion Middleware
dc Only Oracle is focused on preserving the business strategies of all customers through on
going development for all product lines
dc Oracle has made a number of strategic acquisitions-including Telephony@Work and Sigma
Dynamics-to further extend its CRM offerings with powerful contact center technology and
real-time predictive analytics

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dc Siebel
dc PeopleSoft Enterprise
dc Oracle E-Business Suite
dc 'D Edwards EnterpriseOne
dc Telephony@Work CallCenterAnywhere

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Oracle CRM is arguably the most popular, widely-used customer relationship management
(CRM) package on the market today.

Built on the belief that information is the key to success, Oracle CRM is designed to improve
the quality, accuracy, timeliness, and accessibility of critical customer-related data. Oracle CRM
has received recognition from leading industry analysts such as Yankee Group and Gartner.

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 Oracle CRM is part of the Oracle E-Business Suite, and offers over 50 powerful, fully-
integrated, feature-rich applications in 5 categories ± Sales, Service, Marketing, Channel
Management, and Order Management. With its broad reach and wide variety of features, Oracle
CRM helps companies improve the effectiveness of every aspect of the customer experience.

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Ñelps sales, marketing, fulfillment, and finance staff to improve the way they identify prospects,
leverage up-sell and cross-sell initiatives, create proposals and contracts, execute orders, manage
compensation, and build relationships with customers.

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Empowers marketing professionals to more effectively plan, develop, launch, track, and analyze
campaigns and complex trade promotions.

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Provides a single platform for managing service across multiple delivery channels, including
online self-service, contact centers, and field support.

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Provides partner lifecycle management, trade promotion management, channel sales
collaboration, claims settlement, and performance measurement, to help sales, marketing, and
finance teams more effectively coordinate and control partner relationships.

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Simplifies complex sales order processes across EDI, XML, telesales, third-party channels, and
e-Commerce. It automates all related activities from end-to-end, including capture,
transportation, and shipment.

. Oracle has also broadened their CRM offering through mergers with PeopleSoft, 'D
Edwards, and Telephony@WorkThe completeness of the Oracle CRM solution can be attributed
to the company¶s acquisition of Siebel Systems in mid-2006. This integration further extended
and enhanced the existing Oracle CRM suite with more advanced business intelligence,
reporting, and analytics.

Additionally, it enabled to company to make solutions available both on-premise and on-
demand.

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dc Unified all customer support processes on single customer and product database

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support
dc Enables new acquisitions to be incorporated and brought on-line easily

dc Improved service levels through proactive data-entry error checking

dc Restored organizational flexibility, clearing the way for continued growth
dc Created a clear pipeline for account executives and sales managers

dc Quickly adopted proven CRM best practices built in to NetSuite workflow

dc Browser-based management access to pipeline and sales performance data
dc Partner Center makes bringing new foreign affiliates into the fold easy

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The proven leader in on-demand customer relationship management (CRM), salesforce.com

empowers customers to stand out from the crowd. We do so by delivering the most innovative
technology and making it as easy as possible to share and manage business information. Our
solutions combine award-winning functionality, proven integration, point-and-click
customization, global capabilities, and the best user experience and the result is CRM success.
That's why Salesforce has earned the trust of its customers and a customer satisfaction rate of
over 97%.

Since its founding, Salesforce.com has achieved remarkable recognition with customers,
partners, investors and the media. They company attributes their success to products that are easy
to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication.

Salesforce.com's provides an array of CRM and business application services, which enable
customers and subscribers to systematically record, store, and act upon business data; and to help
businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and
provide postsales services.

The company's CRM services principally focus on sales force automation, marketing
automation, and customer service and support automation. Salesforce.com's sales force

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automation services enable salespeople to be productive by automating manual and repetitive
tasks; provide organized data about their current and prospective customers; and help companies
to establish a system and a process for recording, tracking, and sharing information.

Salesforce.com's marketing automation services enable companies to manage marketing

campaigns. And customer service and support automation services allow companies to interact
with their existing customers in various areas.

These software services are available through enterprise edition, professional edition, and
team editions. Salesforce.com also provides consulting and implementation services, and
training.

Salesforce.com is headquartered in San Francisco, California. More than 501,000 subscribers

at 24,800 companies worldwide depend on Salesforce to manage their customer relationships.
The company's software is used by companies of all sizes, in all industries, around the globe.

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Among the primary benefits of Salesforce.com solutions are the ease of deployment and
user-friendliness that they offer. By delivering applications that are powerful and highly-
functional, yet intuitive and easy-to-use, Salesforce.com has enabled its customers to achieve
user adoption rates that are well above the industry average. This widespread acceptance and use
of customer relationship management has helped Salesforce.com clients maximize the value of
their solution, and realize rapid ROI.

Salesforce.com is also a very feature-rich solution. It offers a comprehensive suite of

applications for sales force automation, marketing automation, partner marketing, call center
management, and customer service and support.

Additionally, it provides advanced capabilities such as in-depth business reporting and

analytics, flexible and reliable mobile access, and point-and-click customization that allows
customers to quickly and easily configure their solution to meet their unique needs.

Salesforce.com has also earned a solid standing as the leader in hosted CRM. The company
was among the first to offer customer relationship management on-demand, at a time when other
vendors were still delivering only premised-based packages. As a result, they have perfected the
hosted solutions model, and built a robust architecture that facilitates the efficient and effective
delivery of CRM applications via the Web. So Salesforce.com customers can make more
productive use of their IT budgets and resources, while leveraging a scalable and agile platform
that easily adapt as requirements change.

And, most importantly, Salesforce.com places a strong emphasis on customer

satisfaction. The solution comes complete with a wide range of free training and support
services, as well as best practices guidance. Additionally, Salesforce.com solutions are
continuously enhanced and improved, and those upgrades are available to clients at no cost.

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"Opting for salesforce.com¶s Service Cloud solution has enabled us to

manage large volumes of customer records within a data centre without incurring the massive
costs normally associated with data centres. It has also provided us with an easy way to keep
track of backups."

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dc More than 92,000 total ideas submitted on My Starbucks Idea, more than 760,000 total
votes received, and more than 150,000 comments posted
dc More than 90 ideas implemented as a result of My Starbucks Idea

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šc Salesforce CRM helped LinkedIn¶s reps become more efficient, enabling them to handle
200% more customers and contributing to dramatic growth in revenue/customers.
šc Salesforce CRM provides a centralized repository for customer data, enabling
comprehensive customer views across the entire organization. Fast access to metrics
support planning and decision making.
šc Real-time campaign analytics and ROI measurements have helped LinkedIn¶s marketing
team generate more qualified leads and optimize its spend. Automatic lead conversion
ensures all leads move toward close.
šc Through integration of LinkedIn¶s price list with a document processing and an electronic
signature application, LinkedIn reps can now generate 80% of contracts without oversight
for shorter sales cycles.
šc With sales activity and case management, reps and account managers are more
productive and can focus on closing more deals and keeping customers happy.

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RightNow Technologies, Inc. provides customer relationship management (CRM) software.

Its CRM software suite includes RightNow Marketing, RightNow Sales, and RightNow Service.
These solutions are designed to provide real-time visibility across all customer-facing
departments, maximizing the efficiency of your organization and helping to provide a superior
customer experience..

 


Provides a multilanguage and multichannel customer service solution that captures customer
interactions from both traditional and online channels.

 

An intuitive, easy-to-use sales automation solution, RightNow Sales maximizes sales

efficiency and productivity. RightNow Sales suite provides sales forecasting and reporting data,
and manages accounts, track leads, organize contacts, and creates selling opportunities.

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Offers functionality to manage marketing campaigns and automate standard campaign

activities. RightNow Marketing helps you to turn your ideas into reality, reduce the complexity
of campaign administration and provide the actionable insight to track campaign impact.

The company also offers voice-enabled CRM applications that include: Voice Interface to
Knowledge Base, Voice Interface to Incident Management, Voice Interface to Locator, Status
Applications, Password Reset, Survey, and One Number Routing.

Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices

in North America, Europe and Asia. More than 1,700 organizations worldwide use RightNow
solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North
America, Nikon and the Social Security Administration.

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Montana-based RightNow Technologies offers solutions that extend beyond customer
relationship management to empower companies with efficient and effective customer
experience management. Since 1997, RightNow has been helping businesses find the balance
between providing superior customer support and preserving the bottom line.

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 RightNow solutions are designed specifically for companies that are looking to get up-and-
running quickly, without a lot of customization or add-on work. The company has used its strong
background in large call centers to build a solid base for its customer experience management
offerings. Currently, RightNow solutions are in use at more than 1,700 organizations worldwide.

The RightNow customer experience management suite provides a variety of applications to

help businesses win and maintain more clients:

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RightNow Service enables companies to improve the effectiveness of service delivery

through all customer support channels, so they can answer questions, respond to problems, and
resolve issues faster.


 


RightNow Marketing allows for more efficient execution and management of campaigns and
promotions, and improved administration of leads. So critical marketing messages can be
delivered to prospects and customers in a timely, consistent, and cost-effective fashion.

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RightNow Sales provides sales staff with the ability to better manage their contacts,
accounts, and pipelines, as well as related tasks, activities, and processes. It also offers pre-built
sales methodologies for several vertical industries, including media, automotive, and
telecommunications.

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RightNow Voice enhances contact center operations with innovative interactive voice
response (IVR) and speech recognition capabilities. So customers can utilize faster, more
convenient phone-based services, participate in surveys, report problems, and more. This
technology is available as a result of RightNow¶s acquisition of Convergent in mid-2005.



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RightNow Analytics provides complete visibility into all interactions across sales, marketing,
and service operations. So company decision-makers can quickly see what¶s working and what¶s
not, and take corrective action when needed.

RightNow offers both on-demand and on-premise applications. Ñowever, approximately

90% of the company¶s customer base utilizes hosted versions of the RightNow product line.

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1.c TD Bank
2.c My Space
3.c Sony Online Entertainment
4.c Electronic Arts
5.c Irobot
6.c Nikon
7.c Drugstore.com
8.c British Airways
9.c Thomas cook

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uses RightNow to provide a flexible worldwide platform for their customer
support.
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uses RightNow to capture the needs of their customers on a global level.
dc Using RightNow CX, 
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has decreased email response time and increased
customer satisfaction.
dc  
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uses RightNow to better staff their department, forecast growth, and cross
train employees to maximize efficiency.
dc With its comprehensive customer portal, Sony Online Entertainment¶s Free Realms page
enjoys an 88 percent web self-service rate. Achievements

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dc Increased customer utilization drives out more calls from contact center for heightened
ROI
dc RightNow-enabled contact center improves customer experience across Executive Club
dc Ease of use and additional functions improve overall customer experience

³The returns from implementing SmartAssistant have been astonishing; we expected between
12% and 15%, so we were staggered by the 60% reduction in email.´

- Chris Carmichael, Technical Editor, BA.com

dc British Airways began using RightNow to create AskBA, a customer service implementation
that answered 55,000 customers¶ questions every week. This was at the forefront of the
airline¶s vision of customers serving themselves on ba.com. A top priority was to explore the
ways they could use RightNow to deliver increased functionality and further improve ROI.

With the RightNow-enabled customer contact center solution, BA was able to simplify
internal processes so that all Executive Club-related information could be gathered into a
common system for use across multiple contact channels. Based on the best practices

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 suggested by RightNow, BA provided clearer sign posting and doubled utilization overnight.
SmartAssistant also reduced email by 60 percent.

SAP CRM provides a central marketing platform that enables organizations to analyze, plan,
develop, and execute all marketing activities through all customer interaction points. This
integrated application empowers marketers with complete business insights ± enabling you to
make intelligent business decisions and to drive end-to-end marketing processes.

SAP CRM supports critical marketing processes, including:

dc Marketing resource and brand management

dc Segment and list management
dc Campaign management
dc Loyalty management
dc Trade promotion management
dc Lead management
dc Marketing analytics

SAP CRM supports your key sales processes, including:

dc Sales planning and forecasting

dc Territory management
dc Accounts and contacts management
dc Sales analytics

With SAP CRM, you can optimize your partner channel management processes including:

dc Partner management
dc Channel marketing
dc Channel sales
dc Partner order management

SAP CRM enables a complete range of Web channel processes, including:

dc E-marketing
dc E-commerce
dc E-service






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The Global market leader launched a major business planning project with support from SAP
Trade Promotion Management. The result: reallocated trade spend, improved operations, better
volume forecasting, streamlined promotion planning ± and strengthened brand equity. Focused
on consumer trade spend anticipated following:

dc First phase of implementation

dc Improved operations and better demand planning
dc Streamlined promotion planning, administrative efficiencies
dc Delivered positive impact on cash management
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ConAgra Foods reduced its inventory and cut costs after it replaced its disparate supply
systems with a single integrated application suite. By leveraging the synergies between its SAP
applications and an SAP-endorsed business solution from SmartOps, the company soon achieved
measurable results. 

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This public water supply company completely overhauled its IT infrastructure with a big-
bang implementation of SAP for Utilities. The result: a common view of real-time information,
more efficient scheduling of repair calls, better customer service, and faster response times.


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CRM Solutions are available in two different categories i.e. On-demand and On-Premise.
Web-based CRM and on-premise CRM solutions share many of the same characteristics. They
both offer a comprehensive feature set, providing capabilities that span sales, marketing, call
center, and service operations, as well as advanced forecasting, reporting, analysis, and
performance management.

Additionally, both Web-based CRM and on-premise CRM solutions provide sophisticated
role-based security, and the ability to seamlessly integrate with a variety of other business
systems within your environment, including e-Commerce applications and ERP packages.

Ñowever, there are many distinct differences between Web-based CRM and on-premise
CRM packages.

Web-based CRM is ideal for any business that wants to automate and enhance their mission-
critical customer-facing processes, but doesn't have a large IT team or a huge technology budget.
With Web-based CRM, all hardware and software required to support the application is housed

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at a remote, off-site location and supervised by a third-party service provider. The service
provider will also oversee all the work associated with deployment and administration -
including installation, integration, testing, and routine maintenance - and store and manage all
application data.

Ñence the Ondemand or web-based CRM¶s are highly affordable, easy in deployment and
they yield return on investment rapidly.

Oracle, Salesforce.com, Netsuite and RightNow provide on-demand or web-based CRM

Solution.

On-premise CRM applications require all software and hardware components to be housed
by the company that will be utilizing the solution at their own on-site location. The company's
internal IT staff will be responsible for overseeing the installation, integrating the solution with
other existing systems in the infrastructure, and managing the roll-out to end-users. They will
also have to provide ongoing maintenance, such as upgrades.

There are a few reasons why companies choose on-premise CRM over Web-based CRM.
Although they require a major upfront investment, on-premise CRM solutions can offer greater
control and maximum flexibility. Any business that wants to keep a close eye on their customer
relationship management application and its associated data should consider an on-premise CRM
solution. Additionally, on-premise CRM applications offer more in-depth customization
capabilities than Web-based CRM solutions, so they are better suited for companies that require
extensive modifications in order to support unique business needs, activities, or process
workflows.

Oracle, Microsoft and SAP provide On-Premise CRM Solutions

This is how the first dilemma for the Clients whether to choose On-Demand or On-Premise can
get through.

The Top three CRM Vendors can be listed as following:

1.c Oracle¶s CRM

2.c Salesforce.com CRM
3.c Microsoft Dynamics CRM

Oracle is the only company which offers on-demand as well as on-premise CRM software.
IT has all the core functionality of Sales Force automation, customer service and marketing
management. It also provides customer care solution and web solutions which generally other
vendors do not provide. Again its customer support and back-office is strong as it offers many
ERP solutions. Moreover it has a huge client-base and satisfied customers all over the globe.
Therefore it is clearly the best CRM Solution provider.

Salesforce.com was the first to introduce a new concept on CRM web-based with the concept
as Software as a service. Though being a web-based solution it can be customized as per

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customer needs. Being a Web-based Solution, it is highly affordable and very well accepted
across the globe. Its Sales force automation module is very strong but on the other hand its
marketing module and customer service module offer a very limited functionality. Nevertheless
a very good option for companies wanting instant return on investments and highly affordable.

Microsoft dynamics has recently gained huge popularity in recent years. It has provided a
use of web 2.0 in its CRM solution which is very innovative. It is highly compatible with other
Microsoft applications. Ñere also the Sales force automation is strong but not comparatively.
Microsoft also lacks in customer service and marketing with its marketing module providing
very limited use of marketing campaigns. Still it has a very reputed client base and with its
continuous innovation will grow further.







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