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CRM SuiteSoftware ProductDirectory2009 EDITION

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Welcome to SearchCRM.com’s CRM Suite Software Product Directory. Thisdirectory was designed to be a valuable resource for those getting started withresearch or evaluating vendors in the CRMmarket.

Inside, you’ll find basic information about the major vendors in the CRM suitemarket and the products they sell. Each listing is accompanied by a short descriptionand a summary including limited information about functionality and product use.You’ll find products for businesses of all sizes as well as products that can bedeployed on-demand and on-premise. Use this list to get started with the evaluationprocess. For more information about any of the products or to speak to a salesrepresentative, please visit the vendor website or product website.

SearchCRM.com will launch a series of directories throughout the year to addressunique segments of the CRMmarket. Want to see your product listed in one ofour directories? Go here to submit a product. Need to update product or pricinginformation? Email us here. For questions for the editors or to make suggestionsfor improving the directory, write to us at editor@searchcrm.com.

Happy shopping!

CRM SUITE SOFTWARE PRODUCT DIRECTORY 2

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Welcome!

CRM SUITE SOFTWARE PRODUCT DIRECTORY 3

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

DSelecting a CRM software suite:An art and a science

ESPITE YEARS OF maturation and consolidation, the market for CRM software remainsboth healthy and diverse.And while buyers of CRM systems have learned from the over-promising and

under-delivering of past years by vendors, integrators and consultants (not to men-tion the horror stories of massive, multi-million-dollar CRM implementation fail-ures), purchasing a CRM software suite remains complicated, expensive and poten-tially dangerous, not only to a company’s bottom line but to its ever-importantrelationship with its customers.The best practices for implementing and maintaining a CRM system have been

widely reported: Get executive-level sponsorship, foster user adoption, be carefulto monitor data quality, and treat the project as a strategic business initiative, nota chore for IT.However, selecting, negotiating and ultimately completing that initial purchase

demands a set of best practices of its own. In fact, many consultants and analystsagree that the initial business case for the project, if assembled carefully and com-prehensively, can ensure the success and continued health of a company’s CRMprogram.

ASSEMBLING THE TEAMOnce an organization has determined its interest in a CRM suite (whether on-premise software or an on-demand service) and found a senior executive from aline-of-business group to champion the project, it needs to form a selection team.“One of the reasons to have a team is [that] when you implement, you do it by

business scenarios,” said RayWang, vice president of research with Cambridge,Mass.-based Forrester Research Inc. “It’s easier to put together a team to talk aboutthe business processes you want to support—say campaign-to-lead.”CRM buyers should have one functional process lead for each area of the business,

Wang suggests. An organization with 100 employees or fewer will need the head ofsales or head of marketing. An organization of 20,000 employees might need a teamof 20 or 30.The team can help determine whether or not to begin the CRM project in sales,

service or marketing, and that’s an important step. Gone are the days of “big bang”CRM implementations, of rolling out across all three functional areas at once. Gone,too, are the days of small, tactical deployments with no view of the long term.What’s emerging is a new way of thinking about CRM.

Five to seven years ago, companies were buying full CRM suites with completesales, service and marketing functionality, oftentimes with disastrous results. Thatled to a backlash of sorts, with organizations taking more of a tactical, piecemealapproach. For example, a company may have looked to a small module or best-of-breed tool to get a handle on a sales division or automate an email marketing cam-paign. Now, companies are still thinkingtactically but with an eye to the long-term strategic goals.The team should therefore include not

only a senior executive and representa-tives from IT but end users and thosewith a view of the business processesthat will be automated. It should alsoinclude someone from finance. Once inplace, the team can establish the busi-ness case.

BUILDING THE BUSINESS CASECRM is certainly not the only IT projectthat has been darkened by the specter offailure, according to Michael Smith,research vice president with Gartner Inc.,a Stamford, Conn.-based analyst firm.“Roughly 50% of all IT initiatives

struggle to achieve their originally statedobjective,” Smith told attendees at one ofGartner’s CRM summits. “Often, it’s notbecause of the technology. There’s a lackof understanding among common stake-holders about what the objectives are.”There’s a direct correlation between

taking the trouble to measure a CRMproject’s success and whether it actuallydoes succeed. Gartner research hasfound that companies that quantify andmeasure their CRM projects are moresuccessful with their initiatives. Accord-ing to a survey of 251 Gartner clients, themore measurement companies do, themore success they report. Of respon-dents that have created only a projectplan, 50% reported a successful implementation; 60% of those that did anROI analysis reported CRM success, and 70% that did a post-project review sawsuccess.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 4

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Eight steps to buildinga business case

1Develop a CRM strategy tosupport your business strategy.

2Select business metrics to supportyour CRM strategy. You don'tneed hundreds; four to six will do.

3 Establish a baseline for theseselected metrics before theproject begins, and if possible,benchmark performance againstindustry peers.

4Describe the desired capabilitiesand requirements of a CRMapplication.

5Negotiate targeted improvementsusing the baseline metrics.

6Convert the targeted improve-ments into financial results.

7Develop the TCO.

8Calculate the ROI.

Companies should plan on a15-week window for building thebusiness case, according to Smith.

Therefore, establishing the business case for a CRM purchase and trackingprogress along the way can help ensure that a company gets what it pays for fromCRM. Gartner suggests an eight-step process for building a CRM business case.

DON’T SWEAT THE RFPOrganizations should not place too much faith in the request for proposal (RFP)process, Wang suggests. Often, an organization will send out a detailed RFP with300 line items, and every vendor will respond saying, “We can do all of that.”“We try to help clients move out of the RFP process,” Wang said. “We give clients

Excel spreadsheets of how a vendor did well [in vendor rankings] and why. We don’tassume we know what the best solution is for every customer.”There are plenty of sample templates around,

and organizations can look to analyst firms forrankings like the Forrester Wave or the GartnerMagic Quadrant to supplement them.Of greater importance, according toWang, is

getting vendor sales reps to demonstrate theproduct and to ask about changes or customiza-tions during the presentation. This essentiallymakes vendor reps demonstrate and provewhether their system is as flexible and customiz-able as they claim.“In the middle, you say: ’We had a change in

plans or business model.’ Have them re-route aterritory,” Wang said. “It’s better than a spread-sheet. With the demo, they have to show thatfunctionality. Scenarios and demos are very important.”That’s another reason why it’s important to have people on the team who can rec-

ognize and present realistic challenges during a vendor demonstration.Naturally, seeing the product in action beyond just a demo is vital as well. On-

demand or Software as a Service (SaaS) applications provide a simple test environ-ment because they are run over theWeb—so a handful of marketers or sales repscan try them out. Large, on-premise installations require a proof of concept or pilottest before any contracts are signed.More and more frequently, the result of a well-planned business case is the selec-

tion of a full CRM suite rather than individual tools. For years, Forrester Research hasbeen telling companies to base their CRM technology buying decisions on processesand business need, but a study that Forrester conducted found that once the deci-sion has been made, firms are looking to suite or platform vendors.“The subtlety here is [that] early on, a lot of people bought the technology first

and didn’t figure out what they were going to do with it,” Forrester analyst Bill Bandtold SearchCRM.com. “Now, they’ve spent a lot of time on the business case andvision, but once they’ve done that, they tended to want to go to a platform.”

CRM SUITE SOFTWARE PRODUCT DIRECTORY 5

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

It’s important tohave people onthe teamwho canrecognize andpresent realisticchallengesduring a vendordemonstration.

SERVICE PROVIDERSEnterprise service providers (ESPs) or consultants can make or break a project. In itsrecent court filings, Shane Co., a bankrupt jewelry retailer, blamed its situation on afailed implementation of SAP. A subsequent statement placed the responsibility noton the software vendor but on Shane management and an unnamed system integra-tion partner.While ESPs can certainly make an implementation easier, organizations need to be

careful how they use them, according to Gartner. Many respondents to Gartner’sCRM survey said they overspent on ESPs and became over-dependent on them toimplement the system and train staff.“We suggest you do more training up front before you begin an implementation,”

Smith said. “Take people who are using the solution and get them trained. Ratherthan have the ESP do implementation work, have those people who are running it dothe implementation, then backfill with people to do their jobs. At the end, you havepeople who are trained and understand how the system works.”

NEGOTIATING THE CONTRACTJust as CRM buyers need to be vigilant and collaborative when selecting an applica-tion that meets their business and IT goals, negotiating the contract also demandscare.It is with the initial contract that buyers have the most leverage. There are oppor-

tunities to get discounts and deals with upgrades, but winning those kinds of conces-sions proves much harder once a system is already in place.“With contract negotiation, the key thing is to make use of flex-ups, flex-downs

and to pay for maintenance upon deployment,” Wang said.With flex-ups, buyers need to protect the price point if they buy more licenses.

Flex-downs are equally important. For example, a company that buys 1,000 licensesbut winds up using only 500 won’t want to pay maintenance and support on the full1,000.CRM software vendors, particularly those selling full suites, encourage bundled

licensing by offering extra seats or modules beyond a company’s immediate needs inexchange for a discount.“We caution you against that,” Gartner’s Smith said. “Buy what you need for now.

You never know down the road if you’re going to want to look at an alternative.”With maintenance and support typically costing around 22% of license fees, after

four years of paying maintenance for unused licenses that were thrown into a deal,companies have essentially paid for those licenses anyway.Forrester offers a number of suggestions for companies writing out enterprise

software contracts, including: a written definition of user and usage metrics; writtendocumentation of how pricing is determined and how discounting price tiers are cal-culated; full disclosure of unknown defects and bugs that emerge and average timeto resolve by the vendor; and an examination of vendor financial records such asfinancial performance, cash position and pending legal actions.In addition, Forrester writes, beware of vendors adding costs when the purchaser

CRM SUITE SOFTWARE PRODUCT DIRECTORY 6

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

switches hardware, databases or operating systems. Buyers should be able to freelytransfer software licenses regardless of hardware or site.

SAAS VS. ON-PREMISE CONSIDERATIONSWhen it comes to SaaS CRM, hardware and site locations are not an issue, but thereare some considerations buyers need to take into account. While most SaaS prod-ucts are offered on a per-month, per-user basis, in reality, most vendors offer dis-counts for contracts of a year or longer. Forrester suggests seeking at least a 10%discount for contracts of a year or more.Also, when comparing SaaS to on-premise, a fair comparison is not one year or

two but a five- to seven-year period that reflects implementation, training, changemanagement, upgrades, hardware and bandwidth. Some buyers find surprises withSaaS bandwidth, storage and additional module fees, according to Forrester.Service-level agreements (SLAs) need to be monitored carefully as well. Most

contracts with SaaS vendors will include refunds for outages, but Forrester recom-mends that companies include loss-of-business metrics.“In SLAs, for downtime you typically get a month credit,” Wang said. “There’s a

business impact that people should talk about. If you lost a million dollars of busi-ness, what does one month get you?”Finally, while SaaS vendors typically face more stringent compliance, security, dis-

aster recovery and backup requirements than their customers’ own IT shops, buyersshould still demand proof via certifications or on-site data center evaluations, partic-ularly if they are making large purchases.

CONCLUSIONBuying CRM suites requires time, money and effort, but the results for organizationscan be well worthwhile. In fact, after the disappointments and failures of CRM’s earlyyears, many companies are finding real, measurable ROI from their CRM projectseither through increased sales, improved customer satisfaction and loyalty, or areduction in the cost of serving customers.

For those negotiating the evaluation or purchasing process, SearchCRM.com is a valuable resource. Keepup to date with the CRMmarket with SearchCRM.com’s industry news, or browse the learning center tofind resources dedicated to helping you choose the right tools for your organization. Or, submit a questionto our dedicated team of experts, who can provide personalized advice to guide you through the processand help you find a product that meets your needs. If you’re looking for something we don’t have, pleasecontact the editors and we’ll do the best we can to help.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 7

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

SAASOR ONPAGE VENDOR PRODUCT SERVICE PREMISE

9 Amdocs Amdocs Customer Management s

9 Ardexus Ardexus Mode 1 s

10 AuraPortal AuraPortal BPMS-CRM s

10 Axonom, Inc. Powertrak CRM s

11 CDC Software Pivotal CRM 1 s

11 CDC Software Saratoga CRM s

12 Clear C2, Inc. C2CRM 1 s

12 Consona CRM Consona Customer Management s

13 FirstWave Technologies FirstWave CRM 1 s

13 FrontRange Products GoldMine CRM s

14 Infor Infor CRM Epiphany s

14 Maximizer Software Maximizer CRM s

15 Microsoft Microsoft Dynamics CRM 1 s

15 NetSuite NetSuite CRM+ 1

16 Oncontact Software Oncontact CRM 1 s

16 Optima Technologies ExSellence 1 s

17 Oracle PeopleSoft Enterprise CRM s

17 Oracle Siebel CRM 1 s

18 Oracle Oracle E-Business Suite CRM s

18 Relavis Relavis Complete s

19 RightNow Technologies RightNow CRM Suite 1

19 Sage Software SageCRM 1 s

20 Sage Software Sage SalesLogix s

20 Salesforce.com Salesforce On-Demand CRM 1

21 SalesPage SalesPage CRM 1 s

21 Salesplace Salesplace CRM 1 s

22 SAP SAP Business All in One s

22 SAP SAP CRM 1 s

23 StayinFront, Inc. StayinFront CRM s

23 SugarCRM SugarCRM 1 s

24 update software update seven 1 s

CRM SUITE SOFTWARE PRODUCT DIRECTORY 8

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY LEGENDVendor: Vendor/developer of product at directory press timeProduct: Product name1 SaaS or services: technology available as SaaS, hosted, on-demand, ASP andWeb Servicess On-premise: software or systems on premise2 Descriptions were written by the SearchCRM.com editorial team based on information gathered from vendor websites.

Index at a GlanceClick on the product name at left to jump to a longer description.

AMDOCS

Amdocs CustomerManagement

Amdocs Customer Management isdesigned to help organizations andtheir customers get more value outof each customer interaction. s

COMPANY WEBSITE: www.amdocs.comFOUNDED: 1982SUMMARY: Amdocs Customer Manage-ment links corporate objects, processinitiatives and IT systems across theentire customer lifecycle, encompassingmarketing, sales, service and supportand business intelligence. AmdocsCustomer Management includes a callcenter product that provides a scriptmanager, billing manager and customerinteraction manager, among othercapabilities. The solution’s smart agentdesktop feature unifies call center agentdesktops and provides context-sensi-tive advice to call center agents duringcalls. Additional capabilities includemulti-channel self-service, real-timedecision-making and sales andordering. 2

PRICING: Pricing is based on a combina-tion of application and user licenses.It can range anywhere from hundredsof thousands of dollars to millionsdepending on the application andnumber and type of users. (Declinedto provide additional pricing details.)

ARDEXUS

ArdexusMode

Ardexus Mode is a Lotus NotesCRM software package designedfor businesses of all sizes. 1s

COMPANY WEBSITE: www.ardexus.comFOUNDED: 1998SUMMARY: Ardexus Mode provides salesand marketing functionality along withreporting and planning capabilities. Thesolution is tightly integrated with LotusNotes email and calendar. The toolincludes a built-in sales coaching toolwhich provides advice directly to thesales force based on their answers tospecific questions about the opportuni-ty. Marketing professionals can utilizethe solution’s campaign managementcapabilities and automated email func-tions. Ardexus Mode’s “Planning Portal”allows users to track and manage keynumbers in a single interface. ArdexusMode is also available as a native Black-Berry application. TheWeb-based CRMsolution, ArdexusWebMode, is alsoavailable. 2

PRICING: Pricing varies depending onwhether the CRM is purchased as ahosted solution or whether it is leasedor purchased outright. License pricing isseparate from training, implementation,customization and/or hosting chargeswhere applicable. On-premise licensepricing starts at $687.50 per user. Spe-cific pricing for individual products orservices can be provided on request.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 9

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

CRM SUITE SOFTWARE PRODUCT DIRECTORY 10

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

AURAPORTAL

AuraPortal BPMS-CRM

Aura Portal BPMS-CRM is auser-designed system that featuresseamless integration of CRM andSRM functionality. s

COMPANY WEBSITE:www.auraportal.comFOUNDED: 2002SUMMARY: AuraPortal BPMS-CRM is anon-premise CRM solution. The productprovides tools for three functionalareas: marketing, supply chain manage-ment and global services.These areascarry out general business processmanagement processes, but users canadd additional processes as they seefit. AuraPortal BPMS-CRM offers pre-built systems tasks that carry out allautomatable procedures but is other-wise based entirely on user-definedprocesses. The solution includesWeb2.0 capabilities, a customer servicecenter system, marketing campaignmanagement functionality and auto-mated supply chain features.

PRICING:

All features in one pack:Employee licenses:• User 1 to 20: $600 per user• User 21 to 50: $300 per user• User 51 to 1,000: $150 per userExternal licenses: (Customers, etc.)• Pack of 100 Licenses: $1,500

AXONOM, INC.

Powertrak CRM

Powertrak CRM provides tailor-madebusiness solutions and modules toorganizations already using MicrosoftCRM. s

COMPANY WEBSITE: www.axonom.comFOUNDED: 1995SUMMARY: Powertrak CRM providesorganizations already using MicrosoftDynamics CRMwith additional CRMfunctionality through Powertrak CRMadd-on modules. Powertrak CRMmod-ules are available to extend MicrosoftDynamics CRM capabilities in four coreareas: marketing, event management,technical case management and thecall center. Powertrak CRM’s advancedmodules can handle large volumes andgreatly extend the capabilities of theMicrosoft Dynamics CRM application.Powertrak CRM offers tailor-madesolutions for financial services, wealthmanagement, high-tech and non-profitorganizations. 2

PRICING:Declined to provide pricing.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 11

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

CDC SOFTWARE

Pivotal CRM

Pivotal CRM offers industry-specific,out-of-the-box CRM software. 1s

COMPANY WEBSITE:www.cdcsoftware.comFOUNDED: N/ASUMMARY: Pivotal CRM offers industry-specific CRM solutions designed forfinancial services, healthcare, legalservices, home building and real estate,manufacturing and medical devicemanufacturing companies. Pivotal CRMincludes sales force automation (SFA),marketing automation, service automa-tion, partner management and analyticsfunctionality. The solution includesbuilt-in, industry-specific best practicesthat address key business processesand provide users with a certain levelof customization from the start. PivotalMobile CRM solutions are also availableand can be deployed based on the orga-nization’s need. Pivotal CRM is alsoavailable as a hosted or on-demandsolution. 2

PRICING:Declined to provide pricing.

CDC SOFTWARE

Saratoga CRM

Saratoga CRM is a full-featured productthat is designed specifically for theworld’s largest enterprises and compa-nies planning to grow significantly.s

COMPANYWEBSITE:www.saratogasystems.comFOUNDED: N/ASUMMARY: Saratoga CRM streamlinesand automates sales, marketing andcustomer support processes. Theproduct integrates with other enter-prise systems and can be adapted tothe needs of the organization. SaratogaCRM gives marketing professionals theability to design, execute, manage andtrack basic and complex marketingcampaigns. The product allows all of anorganization’s customer service, salesand call centers to access and sharecomplete customer data, including con-tact history, order status and customerprofiles. Saratoga CRM’s flexible archi-tecture and user interface allow users tocreate and customize their own reportsand change the system based on busi-ness needs. Saratoga CRM’s “Apresta”wireless tool allows users to accessenterprise and CRM data from wirelessdevices. 2

PRICING:Declined to provide pricing.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 12

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

CLEAR C2, INC.

C2CRM

C2CRM is a browser-based CRMsolution designed specifically forthe midmarket. 1s

COMPANYWEBSITE:www.c2crm.comFOUNDED: 1993SUMMARY: C2CRM consists of 30 mod-ules within six solution sets: relation-ship management, sales management,marketing management, customer serv-ice, analytics and knowledge manage-ment and utilities. C2CRM’s relation-ship tracking module provides userswith detailed customer information,while the sales management productprovides quote and proposal generationand an opportunities and forecastingsystem, which allows users to track rev-enue and close probability. C2CRM’scustomer service product tracks post-sales activities, billing and field serviceactivity. Marketing promotions areautomated and personalized withC2CRM’s marketing managementtool. C2CRM also offers a Softwareas a Service (SaaS) solution. 2

PRICING:Pricing for C2CRM starts at$400 per user for on-premise and$25 per user per month for theSaaS offering.

CONSONA CRM

Consona CustomerManagement

Consona Customer Managementprovides a comprehensive andflexible CRM on-site solution forthe enterprise. s

COMPANYWEBSITE:www.consona.comFOUNDED: 1994SUMMARY: Consona Customer Manage-ment helps sales, marketing, serviceand support organizations capture,share and automate customer dataand processes across the organization.The product offers an integrated suiteof customer data management, processmanagement and business intelligenceproducts. Consona Customer Manage-ment captures and centralizes any cus-tomer information, then leverages italong with data from other systems.Consona Customer Management ana-lyzes the results and adjusts to improveefficiency or capitalize on new opportu-nities to better the customer experienceand achieve higher levels of perform-ance throughout the organization. 2

PRICING:Based on a sample size of100 users, the list price of the ConsonaCustomer Management Suite is $1750per named user. This includes coreCRM functionality (sales, service, sup-port and marketing), operational report-ing and workflow management tools.Specialized suite enhancements may bepurchased and can include Handheldand CTI solutions.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 13

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

FIRSTWAVE TECHNOLOGIES

FirstWave CRM

FirstWave CRMmanages the saleslife cycle with lead generation toolsand ad tracking capabilities. 1s

COMPANYWEBSITE:www.firstwave.netFOUNDED: 1984SUMMARY: FirstWave CRM offers leadgeneration and sales life cycle solutionsthat can be deployed together or sepa-rately depending on an organization’sneeds. FirstWave CRM combines fourlead generation solutions and six saleslife cycle solutions. FirstWave CRM’s“WavEmails” feature allows the user tosend out email campaigns to thousandsof contacts through FirstWave serversand domains. The product’s “Adtracker”solution allows the user to identify allleads coming from online and offlinemarketing campaigns in a single dash-board. Managing the sales life cycle,FirstWave CRM’s marketing, sales andcustomer modules give users the abilityto manage and track marketing cam-paigns, sales activities and customerinteractions. FirstWave CRM is alsoavailable as a hosted solution. 2

PRICING:FirstWave CRM costs anaverage of $65 per user per month.

FRONTRANGE SOLUTIONS

GoldMine CRM

GoldMine CRM products aremade to fit businesses of all sizes. s

COMPANYWEBSITE:www.goldmine.comFOUNDED: 1989SUMMARY: GoldMine CRMmakes fourproducts designed for specific businesssizes. GoldMine Enterprise providesadvanced relationship management,sales management, marketing automa-tion and customer support functionalityfor the midmarket and large enterprises.The product integrates with key Micro-soft technologies and many third-partyapplications. GoldMine Premium for themidmarket offers users advanced cus-tomer service and support capabilities,a standards-based, intuitive interfaceand statistical and graphical analysisof reports. GoldMine’s Corporate Edi-tion is designed for small businessesthat don’t need advanced service andsupport capabilities. The product pro-vides users with flexible integrationcapabilities. GoldMine Standard isdesigned for individuals and smallteams who want to only the mostnecessary CRM features such asreporting and forecasting. 2

PRICING:Declined to provide pricing.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 14

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

INFOR

Infor CRM Epiphany

Infor CRM Epiphany combinesintegrated marketing, sales and servicesolutions and is based on Infor’s ServiceOriented Architecture (SOA). s

COMPANYWEBSITE:www.infor.comFOUNDED: 2001/2002SUMMARY: Infor CRM Epiphany providesa 360-degree view of the customerbased on real-time information. InforCRM Epiphany’s marketing solutioncreates real-time customer profiles andallows managers to identify situationsas customer interactions take place.The product’s sales force automationcapability manages the entire salescycle and includes lead routing andcall scripting. Sales reps can accessthe system through available mobilesolutions. The product also serves asthe foundation for call center operationsand provides customer service profes-sionals and call center agents withreal-time analytics and a unified viewof the customer. 2

PRICING:Declined to provide pricing.

MAXIMIZER SOFTWARE

Maximizer CRM

Maximizer CRM is a simple andaccessible CRM system designed forsmall and medium-sized businesses(SMBs). s

COMPANYWEBSITE:www.maximizer.comFOUNDED: 2002SUMMARY: Built on aWeb-based archi-tecture, Maximizer CRM offers sales,marketing and customer service profes-sionals access to customer informationthrough their desktop, Web, or mobiledevices. Maximizer CRM integrateswith Microsoft Office and MicrosoftOutlook and provides time and taskmanagement and accounting integra-tion. The product features a built-inemail campaign engine that allowsorganizations to generate more target-ed leads. Customer service incidents,resources and frontline staff can betracked and managed and critical busi-ness processes can be automatedthrough the solution’s workflowautomation capability. Additionalfeatures include reports and dash-boards and sales force automationtools.

PRICING:Maximizer CRM is availablein four editions: Entrepreneur, Group,Professional and Enterprise. Pricingstarts at $229 for the EntrepreneurEdition.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 15

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

MICROSOFT

Microsoft Dynamics CRM

Microsoft Dynamics CRM is anintegrated CRM system that is designedto enhance a company’s sales, market-ing and customer service processes. 1s

COMPANYWEBSITE:www.microsoft.comFOUNDED: 1975SUMMARY: Microsoft Dynamics CRMallows users to create, manage andtrack customer interactions.The solu-tion’s marketing capabilities allow mar-keting professionals to plan campaignsand extract, analyze and report on data.The product’s sales functionality givessales managers the ability to forecastand analyze sales revenues. Customerservice professionals can make use ofknowledge-based management capa-bilities. The product also offers a multi-lingual user interface and integrateswith key Microsoft products and tech-nologies. Microsoft also offers on on-demand version called Microsoft CRMOnline. 2

PRICING:Microsoft Dynamics CRM (serv-er-based) can ballpark anywhere from$1,000-$2,000 per named user. This isthe one-time cost of the software alone.Any implementation, customization,training, support and required hardwarewould also have a cost associated.Microsoft CRMOnline costs around

$40-$60 per user per month. For moreinformation, visit the Microsoft dynam-ics “how to buy” page: www.microsoft.com/dynamics/purchase/default.mspx

NETSUITE

NetSuite CRM+

NetSuite CRM+ combines sales forceautomation (SFA), marketing automa-tion and customer service and supportto provide complete customer life cyclemanagement. 1

COMPANYWEBSITE:www.netsuite.comFOUNDED: 1998SUMMARY: NetSuite CRM+ is designedto provide users with a complete pic-ture of all customer data and customerinteractions. The product’s real-timedashboard integrates data cross allbusiness departments, providing allemployees with up-to-date intelligence.NetSuite CRM+’s customer service andsupport features includes a knowledgebase and online customer self-serviceand support. Marketing professionalscan utilize key marketing automationfeatures such as email marketing andcampaign tracking. The product alsooffers a variety of productivity toolssuch as group calendaring and cus-tomizable reporting. NetSuite CRM+integrates with Microsoft Office appli-cations. NetSuite CRM+ is a hosted,Web-based CRM system. 2

PRICING:NetSuite CRM+ is $129 per userper month.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 16

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

ONCONTACT SOFTWARE

Oncontact CRM

Oncontact CRM automates key sales,marketing and customer serviceprocesses. 1s

COMPANYWEBSITE:www.oncontact.comFOUNDED: 1991SUMMARY: Oncontact CRM is an out-of-the-box CRM solution that comes witha customization toolkit, allowing usersto modify the application to meet theirspecific business needs. The solution’ssales, marketing and customer servicecapabilities aim to give users a 360-degree view of the entire organizationand its customers. The OncontactWireless solution allows users to accessthe Oncontact CRM application at any-time, from anywhere. Oncontact CRM’shosted solution, Oncontact SaaS, pro-vides organizations with all the func-tionality of Oncontact CRM over theInternet. 2

PRICING:Oncontact CRM pricing starts at$1295 per user.

OPTIMA TECHNOLOGIES

ExSellence

Optima ExSellence provides CRMfunctionality that can be customizedand adapted to meet eachorganization’s specific needs. 1s

COMPANYWEBSITE:www.optima-tech.comFOUNDED: 1989SUMMARY: Optima ExSellence offers a setof sales, marketing, customer serviceand management tools that integratewith legacy and third party applications.The product provides a variety of salesforce automation capabilities and mar-keting automation components. Thetool sets up role-based workflow forcall center agents and provides man-agement for help desk and service tick-ets. Optima ExSellence is also availableas a hosted solution. 2

PRICING:All prices include set-up assis-tance, installation, training, and firstyear maintenance and support. Priceincludes all available Optima modulesfor CRM including sales, services,marketing and BI.• $5,000.00 minimum set-up andinstallation charge; 5 or less users:$1,000 per seat; 15 plus users: $800per seat; 20 plus users: $500 per seat• Application service provider prices:Average one time set-up fee is $5,000;5 or less users: $128 per month per seat;15 plus users: $110 per month per seat;20 plus users: $84 per month per seat

CRM SUITE SOFTWARE PRODUCT DIRECTORY 17

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

ORACLE

PeopleSoft Enterprise CRM

PeopleSoft Enterprise CRM offersproducts that are tailored to fit uniqueindustry business processes andcustomer strategies.s

COMPANYWEBSITE:www.oracle.comFOUNDED: 1977SUMMARY: PeopleSoft Enterprise CRMdelivers built-in best practices specificto the organization’s industry in a con-figurable, integrated platform. Withinthe solution, users can plan and executedifferentiated customer strategies andtake action across all channels. People-Soft Enterprise CRM provides insightinto business performance and organi-zations can use the tool to design acomprehensive customer strategy.Managers can set value targets foreach customer segment and trackongoing performance in real time. 2

PRICING:Component pricing starts at$750 and goes up to $11,995 dependingon the component per application user.For additional details, see the full pricelist: www.oracle.com/corporate/pricing/peoplesoft-price-list.pdf

ORACLE

Siebel CRM

Siebel CRM product provides tailoredindustry solutions and comprehensiveCRM capabilities .1s

COMPANYWEBSITE:www.oracle.comFOUNDED: 1977SUMMARY: Siebel CRM provides sales,service, call center, marketing, customerorder management and customer mas-tering capabilities tailored to more than20 industries. Siebel CRM’s task-baseduser interface allows users to createtheir own work sequences through acodeless process designer. The prod-uct’s business rules engine allowsusers to configure business processesin real time without IT coding or com-plex scripting. Siebel CRM’s additionalcapabilities include customer data inte-gration, quote and order capture, self-service and e-billing and partner rela-tionship management. Oracle CRM isalso available on-demand.

PRICING:Siebel CRM Base is $3,250 perapplication user. See the full pricing list:http://www.oracle.com/corporate/pricing/siebel-price-list.pdf

CRM SUITE SOFTWARE PRODUCT DIRECTORY 18

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

ORACLE

Oracle E-Business Suite CRM

Oracle E-Business Suite is a set ofapplications that provide information-driven sales, service, and marketingfunctionality. s

COMPANYWEBSITE:www.oracle.comFOUNDED: 1977SUMMARY: Oracle E-Business Suite is aset of fully-integrated applications thatgives the user information-driven salesforce automation, customer service andmarketing functionality. Oracle E-Busi-ness Suite is built on an open, stan-dards-based architecture that aims tostreamline business processes, improvedata quality and allow all key divisionsof the enterprise to draw from the samesource of data. The product’s function-ality includes measuring marketingcampaigns to automatically dispatchfield technicians to remote locations. 2

PRICING: Licensing for marketing is$4,995 and $1098.90 for support perapplication user. For additional details,see the full price list: http://www.ora-cle.com/corporate/pricing/applica-tions-price-list.pdf

RELAVIS

Relavis Complete

Relavis Complete offers traditionalCRM capability, but it is built exclusivelyfor IBM Lotus Notes and Domino. s

COMPANYWEBSITE:www.relavis.comFOUNDED: 1985SUMMARY: Relavis Complete is acces-sible from the user’s desktop, theWeband mobile devices. The product offerstight integration with the Lotus Notesplatform; users can personalize theinterface to suite their needs. RelavisComplete’s “eSales” tool provides aconfigurable interface, is integratedwith email and calendar and has built-inworkflow and configurable processes.The eMarketing tool helps users createtargeted, customizable marketing initia-tives and track results. Relavis Com-plete’s “eService” offering routes allcustomer interactions by priority andskill set via phone, fax or email. Theknowledge base brings information tocall center agents in real time. 2

PRICING:Declined to provide pricing.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 19

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

RIGHTNOW TECHNOLOGIES

RightNow CRM Suite

RightNow CRM Suite is designedto help users consistently anticipate,manage and respond to theircustomer’s needs. 1

COMPANYWEBSITE:www.rightnow.comFOUNDED: 1997SUMMARY:The RightNow CRM Suite ison-demand CRM software composedof three applications: RightNow Service,RightNowMarketing and RightNowSales. Customers can choose whichapplication to start with or deploy theentire suite. RightNow service providesusers with self-service via theWeb orthe phone. RightNow’s marketingautomation application captures allcustomer interactions and includesemail marketing campaign software.RightNow Sales provides built-in andconfigurable tools that help with saleslead management, territory manage-ment and forecasting. All three applica-tions integrate seamlessly with oneanother and can be integrated withother modules such as feedback man-agement, live chat and analytics. 2

PRICING:RightNow CRM Suite’s per seatpricing begins at $100 per user permonth with a one-year subscription.

SAGE SOFTWARE

SageCRM

SageCRM provides sales force auto-mation (SFA), customer service andsupport and marketing capabilities. 1s

COMPANYWEBSITE:www.sagesoftware.comFOUNDED: 1976SUMMARY: SageCRM delivers a custom-izable suite of sales, marketing andcustomer support capabilities throughaWeb-based architecture. SageCRMalso includes a remote data synchro-nization client and support for wirelessdevices. The product offers out-of-the-box integration with Sage ERP applica-tions. SageCRM’s features include salesautomation tools, marketing campaignmanagement, customer service tools,back-office application integration andMicrosoft Outlook integration. Sage-CRM is also available as an on-demandsolution.

PRICING:SageCRM pricing begins at $595per on-premise user license, and is alsoavailable as a hosted service for $69 peruser per month. For more details, visitwww.sagecrmsolutions.com or call(800) 643-6400.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 20

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

SAGE SOFTWARE

Sage SalesLogix

Sage SalesLogix is a CRM product thatincludes sales automation, marketing,customer service, support and mobileautomation capabilities.s

COMPANYWEBSITE:www.sagesoftware.comFOUNDED: 1976SUMMARY: Sage SalesLogix is a customiz-able multi-client CRM product that pro-vides users with sales force automation(SFA), customer service and supportand marketing capabilities. Deploymentoptions include an on-premise desk-top client, Web client, and an optionalSage SalesLogix Mobile client for Black-Berry, Windows Mobile or Smartphonedevices. The product automates keyaspects of the sales cycle and givesmanagers detailed visibility into thesales pipeline. Sage SalesLogix providesconfigurable dashboards that analyzeperformance metrics across the entireorganization in real-time. Additionalfeatures include Microsoft Outlookintegration, business alerts and cus-tomer self-service solutions.

PRICING:Pricing for Sage SalesLogix v7.2begins at $795 per user license, andpricing for Sage SalesLogix Mobile v5begins at $295 per user license. Formore details, visit www.sagecrmsolu-tions.com or call (800) 643-6400.

SALESFORCE.COM

Salesforce On-Demand CRM

Salesforce On-Demand CRM runs onSalesforce’s multi-tenant Force.complatform and is appropriate forbusinesses of all sizes. 1

COMPANYWEBSITE:www.salesforce.comFOUNDED: 1999SUMMARY: Salesforce On-Demand CRMincludes sales force automation (SFA),customer service functionality, partnerrelationship management, marketingtools and a variety of other features.Salesforce usesWeb 2.0 technologyin its customer self-service applicationand business content feature. Sales-force On-Demand CRM’s analyticstools give users access to real-timereporting, calculations and dashboards,providing insight into key businessprocesses and data. Salesforce.com’s“AppExchange” lets users browse, sam-ple and select hundreds of applicationsthat are all pre-integrated with Sales-force. The product is also integratedwith Salesforce.com’s “Ideas forum,”where users can post their ideas, voteon ideas they like and discuss ideaswith the community. SalesforceOn-Demand CRM is an on-demandCRM product. 2

PRICING:Declined to provide pricing.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 21

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

SALESPAGE

SalesPage CRM

SalesPage CRM documentsentire customer lifecycles in a single,consolidated solution. s

COMPANYWEBSITE:www.salespage.comFOUNDED: 1983SUMMARY: SalesPage CRM includestools for marketing automation, salesmanagement, customer service andsupport and reporting and analytics.SalesPage CRM provides multiplemethods for extracting and analyzingdata, from simple search tools toexpansive query tools and reportingcapabilities. SalesPage CRM givescustomer service managers access toproduct and order information and theability to manage internal and externalprojects. The product’s sales manage-ment capabilities include territory man-agement and opportunity management.Marketing professionals can developand manage target customer lists,analyze campaign metrics and utilizecall scripting technology. 2

PRICING:A SalesPage CRM implemen-tation consists of three components.Pricing is determined based on:• Software:One-time fee based onvolume of concurrent users, list pricestarting at $1400 per concurrent seat.• Professional Services: Requirementsand planning, configuration, customiza-tion, data conversion, system integra-tion, deployment, training and docu-mentation.• Support & Maintenance: 17%of listprice of software licenses.Information as of Q1 2009.

SALESPLACE

Salesplace CRM

Salesplace CRM is built on the IBMLotus collaborative platform and isdesigned specifically for Lotus Notesand BlackBerry. 1s

COMPANYWEBSITE:www.salesplace.comFOUNDED: 1994SUMMARY: Salesplace CRM has fourmodules; sales, marketing, customerservice and mobility. These modulescan be purchased as a full package orindividually based on need. SalesplaceCRM’s sales tools manage activities,communications, leads, opportunities,accounts, forecasts and quotes, aimingto shorten the sales cycle, increaseclose rates and, ultimately, improvecustomer retention. The marketingmodule allows managers to track,manage and analyze leads, campaignsand ROI reports. The customer servicemodule gives users control of assign-ments, notifications and performancemetrics. Salesplace CRM’s mobilitymodule allows users to access thesystem online and offline via Web,BlackBerry or PDA. salesNOWCRMis available as a hosted solution. 2

PRICING:

Salesplace CRM’s user license costs$300-$850 per user. A server licensecosts $5,000. salesNOWCRM is $25per user per month.

CRM SUITE SOFTWARE PRODUCT DIRECTORY 22

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

SAP

SAP Business All in One

SAP Business All-in-One is a CRMproduct designed specifically for smalland medium-sized businesses (SMBs).s

COMPANYWEBSITE:www.sap.comFOUNDED: 1972SUMMARY: SAP Business All-in-One is anon-premise solution designed specifi-cally for small and medium-sized busi-nesses (SMBs), allowing them tostreamline their processes and get com-plete visibility across their entire organi-zation. The solution is configurable andflexible and can be adapted to meet thechanging needs of SMBs as they grow.SAP’s “Qualified Partner Solutions” letsbusinesses choose a product based onindustry-specific requirements providesby SAP channel partners around theworld. The “Fast-Start Program” allowsbusinesses to configure their productonline and receive an immediate costestimate. 2

PRICING:As solution requirements andpartner add-ons vary by customerneeds, there are no standard price con-figurations for SAP Business All-in-One.(Declined to provide additional pricingdetails.)

SAP

SAP CRM

SAP CRM provides functionality formarketing, sales and customer service,supporting customer-facing businessprocesses across multiple interactionchannels. 1s

COMPANYWEBSITE:www.sap.comFOUNDED: 1972SUMMARY: SAP CRM helps users addressmarketing, sales and customer servicesituations by supporting a wide range ofbusiness processes. The solution aimsto improve front-office efficiency andeffectiveness and streamline criticalbusiness processes. The productincludes aWeb-based, role-orienteduser interface that can be personalizedand configured. This interface can beaccessed by users at anytime from any-where. It also provides an IP-based callcenter solution that includes call queu-ing and routing capabilities. SAP CRM’sreal-time offer management featuremakes real-time recommendations tocall center agents based on customerinformation, session information andagent skills. The product can be config-ured based on the organization’s needs.SAP CRM is also offered on-demand.

PRICING:There is no standard pricingfor SAP CRM because the scopeand business requirements or eachcustomer’s implementation varies.(Declined to provide additionalpricing details.)

CRM SUITE SOFTWARE PRODUCT DIRECTORY 23

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

STAYINFRONT

StayinFront CRM

StayinFront CRM aims to provide asingle CRM platform where all pointsof the customer interaction can bemanaged. s

COMPANYWEBSITE:www.stayinfront.comFOUNDED: 2000SUMMARY: StayinFront CRM providessales, marketing and customer supportfunctionality across multiple industries,specifically life science companies, con-sumer goods providers and businessorganizations. The solution can bedeployed across multiple platformswithout recreating functionality for eachindividual platform. StayinFront CRMcan be delivered using Microsoft’s“Smart Client” technology, which allowsusers to access the system over theInternet through a desktop-like userinterface. StayinFront CRM can be fur-ther enhanced with a variety of add-onmodules such as key account manage-ment, knowledge management andopportunity management. 2

PRICING:Declined to provide pricing.

SUGARCRM

SugarCRM

SugarCRM is an open-source CRMsolution that offers flexible deploymentoptions, including on-demand,appliance and on-premise. 1s

COMPANYWEBSITE:www.sugarcrm.comFOUNDED: 2004SUMMARY: SugarCRM includes salesforce automation (SFA), marketingautomation, customer support andreporting capabilities. SugarCRM’ssales tools allow sales professionalsto forecast future revenues and monitorsales team performance through dash-boards. Marketing automation capabili-ties help users create, execute andtrack marketing campaigns and emailmarketing programs. SugarCRM’s“Customer Self-Service Portal” isdesigned to help companies reducecosts and improve customer service.SugarCRM is integrated with MicrosoftOutlook and also available as a mobiletool. SugarCRM is also available ondemand. 2

PRICING:

• Sugar Professional On-Site is$275 per user per year

• Sugar Professional On-Demand is$40 per user per month

• Sugar Professional FastStack is$499 per production deployment

• Sugar Enterprise On-Site is $449per user per year

• Sugar Enterprise On-Demand is$75 per user per month

• Sugar Enterprise FastStack is$449 per user per year

CRM SUITE SOFTWARE PRODUCT DIRECTORY 24

INTRO

SELECTING ACRM SOFTWARE

SUITE

INDEX

AMDOCS

ARDEXUS

AURAPORAL

AXONOM, INC.

CDC SOFTWARE

CLEAR C2, INC.

CONSONA CRM

FIRSTWAVETECHNOLOGIES

FRONTRANGEPRODUCTS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ONCONTACTSOFTWARE

OPTIMATECHNOLOGIES

ORACLE

RELAVIS

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

STAYINFRONT,INC.

SUGARCRM

UPDATESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

UPDATE AG

update.seven STRIKE

update.seven STRIKE providescustomer service support andmanagement functionality to officeand mobile workers. 1s

COMPANYWEBSITE:www.update.comFOUNDED: 1988SUMMARY: update.seven STRIKE is acustomizable customer service supportand management solution for call cen-ter and help desk environments. Thesolution’s user interface features color-coded icons, highlighting and drag-and-drop capabilities. update.seven STRIKEincludes service management, efficien-cy and communication capabilities withfeatures such as PDF creation, contactmanagement and indirect task escala-tion. The solution integrates specificallywith SAP business solutions. update.seven STRIKE is available on-demandand via PDA and Smartphone.

PRICING:Declined to provide pricing.

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CRM SUITE SOFTWARE PRODUCT DIRECTORY 25

Guide methodology: TechTarget has not evaluated the products listed &/or described in this Directory and does not assume any liabilityarising out of the purchase or use of any product described herein, neither does it convey any license or rights in or to any of the evaluatedor listed products. TechTarget has prepared this Directory from sources deemed reliable (including vendors, research reports and certainpublicly available information). TechTarget has used good faith efforts to indicate when content has been provided by a vendor and, insome cases, has removed what it has deemed to be overt marketing language.

TechTarget is not responsible for any errors or omissions contained in this Directory or for interpretations thereof, and expresslydisclaims all warranties as to the accuracy, completeness or adequacy of all content contained herein. This disclaimer of warranty is inlieu of all warranties whether expressed, implied or statutory, including implied warranties of merchantability or fitness for a particularpurpose. Information in this Directory is current as of June 30, 2008. SearchCRM.com editors contacted all vendors for updates onpricing and product information in Q1 of 2009. Any updates vendors supplied were incorporated into the 2009 edition of the directory.For more recent information, please check the vendor’s websites. The opinions expressed herein are subject to change without notice.

© 2009 TechTarget, Inc. All Rights Reserved. Reproduction and distribution of this publication in any form without prior writtenpermission is forbidden. TechTarget and the TechTarget logo are registered trademarks of TechTarget, Inc.; all other trademarks are theproperty of their respective companies.

To compile this guide, our editorial team initially consulted research reports by major analyst firms covering the CRMmarket andcontacted vendors about products reviewed by those firms. Editors also conducted additional Internet research and solicited feedbackfrom our expert contacts. A notice about the project was posted on SearchCRM.com and listed regularly in our email newsletters.

Vendors were invited to submit listings via a form on the website. For vendors that did not submit listings, our editorial team compiledlistings by excerpting information from the vendor’s website. All entries, whether they were vendor-submitted or compiled by our team,were edited for length and clarity and to remove overt marketing language. In order to best assist our readers in assessing products, oureditorial team attempted to obtain basic pricing information for all products in this directory -- requesting information from vendors mul-tiple times via email. Vendors that did not respond, or refused to provide any pricing information, have this statement on their listings:“Declined or failed to provide pricing.” Vendors that provided only some information, but no dollar figures, have their submitted informa-tion reflected here, along with this statement: “Declined to provide additional pricing details.”

Collection of data for this directory took place in Q2 2008 with some updates in Q1 2009. As with any directory of this kind, productsand vendors may change substantially at any time. Though every effort was made to make this directory as complete and accurate aspossible, there may be changes, errors, omissions or vendors in this market not included in this guide. Nothing in this guide should beconstrued as endorsements, professional suggestions or advice. This directory should be used simply as a resource. We strongly urge youto supplement this with your own research and to contact vendors for the most up to date information about their companies or products.It is our intent to update this directory annually, but that is subject to change.

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