Choosing the right software for a CRM initiative is a crucial decision. Although CRM is primarily about customers, processes, and profits, the wrong technology can ruin even the best-planned efforts.
So how can a manager wade through the mass of CRM offerings to find the right one? Help is at hand.
For the past 13 years ISM Inc., a CRM consultancy based in Bethesda, Md., has put the major CRM applications under meticulous scrutiny in its software lab. Each is tested against 166 selection criteria, including 107 business functions, 41 technical features, and 18 user friendliness/support features. "This process allows individuals to objectively compare the software packages," says Barton Goldenberg, president of ISM.
The following is list of the top 15 CRM software packages of 2002 as judged by ISM to be the most comprehensive and functional software suites, unveiled at the DCI CRM Conference and Exposition last month. Of course, not every company needs the most comprehensive software, so ISM also compiled a list of 15 additional applications that are top notch, but have slightly less functionality. --Ginger Conlon
Top 15 CRM Software Packages (in alphabetical order)
Clarify eFrontOffice v. 10.2, Amdocs Ltd.
Applix iEnterprise v. 8.3.0, Applix Inc.
E.piphany E.5, E.piphany Inc.
SalesLogix.net v. 5.2, Interact Commerce Corp.
CMS 5.0, OnContact Software Corp.
ONYX Enterprise 2001, ONYX Software
ExSellence v. 4.0, Optima Technologies Inc.
Oracle CRM Suite 11i v. 5.5, Oracle Corp.
PeopleSoft 8.1 CRM, PeopleSoft Inc.
Pivotal eRelationship, Pivotal Corp.
e-point 5.2, Point Information Systems Ltd.
mySAP CRM 3.0, SAP America Inc.
Siebel 2001, Siebel Systems Inc.
staffware Process Suite v. 9.0, staffware plc
Worldtrak v. 5.3, Worldtrak Corp.