Customer Relationship Management Software Selection
Guide for The Mid Market
 

Table of Contents Preface................................................................................................................................. About the Author................................................................................................................... Contributor Biographies.......................................................................................................... How to use this book............................................................................................................. Introduction Why CRM Now?.................................................................................................................... How to choose...................................................................................................................... Snowflake model................................................................................................................... Business Process model....................................................................................................... What to look for..................................................................................................................... Sales Force automation......................................................................................................... Service and support............................................................................................................... Usability............................................................................................................................... Solution Realization - implementation, costs............................................................................ Evaluating the developer......................................................................................................... Integration with other applications........................................................................................... Technology........................................................................................................................... Internal support..................................................................................................................... International.......................................................................................................................... Ratings Table Usability and productivity........................................................................................................ Marketing............................................................................................................................. Sales Force Automation......................................................................................................... ERP integration..................................................................................................................... Service/support..................................................................................................................... Reporting/analytics................................................................................................................ Technology........................................................................................................................... ASP only.............................................................................................................................. CRM Product Notes and Technical Information Table Product Notes....................................................................................................................... Vendor Information and Technical Notes.................................................................................. Best at Ratings..................................................................................................................... CRM Case Studies Seibel................................................................................................................................... SalesLogix............................................................................................................................ ACT..................................................................................................................................... ACCPAC eCRM.................................................................................................................... GoldMine.............................................................................................................................. Lessons Learned Overall........................................................................................................ Appendix: Microsoft Business Solutions Literature iii v vii ix 1 4 5 7 8 11 13 14 17 22 23 25 29 32 1 3 7 10 12 13 14 18 1 - 28 29 - 35 36 1 - 9 10 - 12 13 - 16 17 - 22 23 - 24 25

- END -