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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 execution crm blog


Three Es of CRM
With product lifecycles accelerating and pricing pressures increasing, organizations must focus on delivering unique customer experiences to differentiate

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets

Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points (by phone, mail, or Web, or in the field). The company can then use this data for specific business purposes by taking a customer-centric rather than a product-centric approach. CRM applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services.  

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CRM and BPM: “We Goes Together Like Peas and Carrots”


In 2009, I attended two Gartner Summit events: the Gartner Business Process Management (BPM) Summit in March in San Diego; and Gartner Customer Relationship Management (CRM) Summit in September in Scottsdale. I not only saw a number of same vendors at both events, but both events also had many similar themes, such as customer service, workflow automation, business processes

execution crm blog  distinguish themselves with process execution engines, business event managers, and approach building BPM suites from a  model-driven architecture (MDA)  framework. Many BPM vendors are still focused on achieving localized operational efficiencies via technology, rather than on improving processes holistically. However, Chordiant Software , SwordCiboodle (formerly Graham Technology ) and Pegasystems ( Pega ) have long had human-centric customer service processes improvement in mind. In fact,  in my Read More

These are the Times of CRM Vindication and Validation - Part 3


Part 1 of this series analyzed two white papers entitled “Customer Relationship Management: The Winning Strategy in a Challenging Economy” and “Maximizing CRM Effectiveness During Lean Times” and authored by Microsoft Dynamics CRM and Oracle CRM, respectively. The blog post made the case for forward-looking enterprises to leverage customer relationship management (CRM

execution crm blog  demand generation to sales execution in order to cancel any marketing activities that are not aligned with the actual sales capacity. Better targeting is not enough, since organizations need to be able to track campaign details throughout the campaign lifecycle across all channels. For example, organizations that rely heavily on events should be able to track all event venue details, attendees, registrations, cancellations, and customer details within their CRM solution, enabling them to accurately Read More

The Wizardry of Business Process Management - Part 3


Part 1 of this blog series provided a lengthy discussion about business process management’s (BPM's) necessary parts and parcels, and the software category’s value proposition. At the end of the article, I mentioned my recent attendance of a witty presentation that attempted to explain the essence of BPM via some humor and metaphor of the classic “Wizard of Oz” movie. Namely, on March 23, 2009,

execution crm blog  help these customers close execution gaps and improve the following processes: Automated Underwriting; Sales Renewals; Appeals & Grievances; Consumer Directed Healthcare (CDHC) offerings;  Facilitation; Authorization Management; Small- and Large-Plan Enrollment and Servicing; Disease/Care Management, and so on. Insurance companies, whether competing globally or nationally for customers and channels, need software to automate the key activities of policy/contract  rating, quoting, customization, Read More

Best Practices in Siebel CRM Performance Management: Monitor, Measure, and Manage the End-user Experience


Many frustrated executives find that despite the fortune spent on managing servers, networks, and applications, there are still complaints about the performance, usability, and availability of their customer relationship management (CRM) solutions. How do you know if your CRM system performs for each user? What does it mean when users say the system is slow? An experience management solution can give you the answers.

execution crm blog  effectively to improve the execution of core business processes - which is very difficult to achieve. Consider this all too common scenario that afflicts many CRM deployments. Months after deployment a high percentage of the functionality is not being used. End users complain that the application is slow and doesn't work . Some users find the software cumbersome to adopt into their routines and create their own non-compliant work-arounds. Employee turnover slowly erodes the user base proficiency. Read More

CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture


To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy that is correlated with success. An interactive version of this assessment is included with this article.

execution crm blog  Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture Featured Author - Glen S. Petersen - October 22, 2004 Review In the previous article of this series (see Searching And Establishing The Business Parameters Of CRM ) it was established that customer relationship management (CRM) is an industry where the technology has outpaced the Read More

Maximizer CRM 12: CRM Certification Report


Maximizer CRM 12 is now TEC Certified for online evaluation of customer relationship management (CRM) solutions in the CRM Evaluation Center. The certification seal is a valuable indicator for organizations relying on the integrity of TEC research for assistance with their software selection projects. Download this report for product highlights, competitive analysis, product analysis, and in-depth analyst commentary.

execution crm blog  CRM 12: CRM Certification Report Maximizer CRM 12 is now TEC Certified for online evaluation of customer relationship management (CRM) solutions in the CRM Evaluation Center. The certification seal is a valuable indicator for organizations relying on the integrity of TEC research for assistance with their software selection projects. Download this report for product highlights, competitive analysis, product analysis, and in-depth analyst commentary. Read More

Customer Relationship Management Showdown: Microsoft Dynamics CRM vs. Oncontact CRM vs. SageCRM


For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these three modules in our CRM Evaluation Center were given equal weight and priority. In other words, no area of functionality was treated as being more important than any other.

execution crm blog  Relationship Management Showdown: Microsoft Dynamics CRM vs. Oncontact CRM vs. SageCRM Customer Relationship Management Showdown: Microsoft Dynamics CRM vs. SageCRM vs. Oncontact CRM Hi, I’m Larry Blitz, editor of Technology Evaluation Centers’ (TEC) Vendor Showdown series. Today's Showdown pits three leading customer relationship management (CRM) vendors’ solutions against each other in a head-to-head contest: Microsoft Dynamics CRM vs. Oncontact CRM vs. SageCRM . We hope you find this Read More

CRM, ERP, BI, and IT Investment-Where Do You Find the Business Benefit?


Most companies want to use customer relationship management (CRM) applications to “supercharge” their sales forces. They want to gain some advantage with customer retention and acquisition, to manage the sales pipeline, and to have better market insight. But few companies realize these goals, often because of the way CRM is implemented. Find out where a CRM implementation can get off track—and how to ensure CRM success.

execution crm blog  ERP, BI, and IT Investment-Where Do You Find the Business Benefit? Most companies want to use customer relationship management (CRM) applications to “supercharge” their sales forces. They want to gain some advantage with customer retention and acquisition, to manage the sales pipeline, and to have better market insight. But few companies realize these goals, often because of the way CRM is implemented. Find out where a CRM implementation can get off track—and how to ensure CRM success. Read More

CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection


Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. Well constructed knowledge bases that are used in a tested selection methodology reduce the RFI process from months to weeks, eliminate data quality issues and allow an apples to apples comparison of vendor offerings.

execution crm blog  Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection Mitigating Drawbacks Through The Use Of A Knowledge Base Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. With regard to technology selections, TEC describes a knowledge base as having three components: First , a comprehensive set of functional and technical criteria covering every functional Read More

The Real Challenge of CRM: Employee Buy-In


Your company has just selected a new customer relationship management (CRM) system for your company. Congratulations should be in order. However, your work has really just begun. You know that in order for your CRM initiative to be successful, you’ll need buy-in from your users. What steps do you need to take to ensure buy-in and achieve real implementation success?

execution crm blog  Real Challenge of CRM: Employee Buy-In The Real Challenge of CRM: Employee Buy-In If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. Oncontact is dedicated to providing mid-market companies with easy-to-use, quick to implement, cost-effective CRM solutions that enable you to better serve your customers and prospects. Source : Oncontact Software Resources Related to The Real Challenge of CRM: Employee Buy-In : Customer Relationship Read More

A Blog is Born


TEC launches its own corporate blog Always on the lookout for new and improved ways in which to reach and connect with our varied audiences, TEC is proud to finally launch the Corporate Blog Project. We decided to launch with WordPress MU, giving us all the renowned capability of the WordPress engine and the flexibility and option of housing a network of blogs under the umbrella of TEC. So

execution crm blog   Read More

CRM is Busting Out Of Its Britches: Operational, Analytical, and Collaborative CRM Are Born


Back in the early 90’s, ‘CRM’ wasn’t even a trendy acronym. You had a few players thinking beyond 'stovepipe' enterprise applications, but not much beyond. Fast forward to 2001. CRM has gotten fat, and the fatter it gets, it becomes more difficult to understand, more expensive to buy, more difficult to implement, and less likely to satisfy - either buyers of the software or their customers. Keep your eye on the ball: your customers, and your business.

execution crm blog  have renewed vigor. If execution and focus are a part of the culture now at Peoplesoft, it all may pay off in the end (see PeopleSoft 8 Launched - Anything to Write Home About? ). All the while, in the late 90's dot-com craze, when money was free and intellectual capital and software functionality were key, you had smaller niche players developing ideas about how to do everything from improving customers' online experiences, to establishing vertical and horizontal portals, to analyzing employee Read More

Besieged By The CRM Throne Aspirants, King Siebel Delivers "The Magic No.7" Part 2: Market Impact


Will the long awaited Siebel 7 product release help the until recently undisputed CRM leader withstand the pressure from ERP giants – SAP, Oracle and PeopleSoft?

execution crm blog  By The CRM Throne Aspirants, King Siebel Delivers The Magic No.7 Part 2: Market Impact Besieged By The CRM Throne Aspirants, King Siebel Delivers The Magic No.7 Part 2: Market Impact P.J. Jakovljevic - December 28, 2001 Event Summary With the release of the following statement Siebel Systems, Inc. launched Siebel 7. On November 26, Siebel Systems, Inc. , the leading provider of customer-centric eBusiness applications software, shipped Siebel 7, the seventh major release of Siebel eBusiness Read More

Top 10 Features Small and Medium Businesses Should Seek in a CRM Solution


Once thought of as only relevant for enterprises, customer relationship management (CRM) technology is increasingly being used by small and medium businesses across industries. So, as you evaluate your options, you need to determine which solution will best meet your organization's marketing, sales, and business needs in the present and as it grows. Read about the top 10 features small and medium businesses should look for in a CRM solution.

execution crm blog  10 Features Small and Medium Businesses Should Seek in a CRM Solution Once thought of as only relevant for enterprises, customer relationship management (CRM) technology is increasingly being used by small and medium businesses across industries. So, as you evaluate your options, you need to determine which solution will best meet your organization's marketing, sales, and business needs in the present and as it grows. Read about the top 10 features small and medium businesses should look for in a CRM so Read More