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RightNow CEM Weaves Together Social, Business Interactions May 09, 2011 
To meet the growing demand for social CRM, RightNow positions itself as a provider of "customer experience management" solutions, a term the company prefers to use, said John Kembel, vice president of social solutions. "That's a bit more customer-focused." RightNow CX, the customer experience suite, helps businesses use social media to maintain that customer focus.
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Salesforce.com Gears Up for a Social, Transparent World May 02, 2011 
The shift from traditional CRM to social media is creating a new paradigm for customer interaction, and Salesforce.com offers cloud-based solutions to help companies meet this new challenge, Scott Holden, senior director of product marketing at Salesforce.com, told CRM Buyer.
One of the biggest changes companies are wrangling with is the concept of transparency. "It's more transparent," Holden said. "We're creating a transparent world."
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Mzinga Applies 'Design for Change' to Social CRM April 25, 2011 
With its social software platform Mzinga OmniSocial, Mzinga's goal is to deliver a role-based application with CRM capability that a company can then repurpose to collect information from its customers. Rather than concentrating on traditional CRM, Mzinga focuses on the enterprise network side to help companies create a collaborative environment.
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Lithium Social Customer Suite Fosters 'Superfan' Communities April 18, 2011 
With the advent of social media, customers have found new ways to connect with each other and discuss their customer service experiences. Referring to these types of social customers as "superfans," Lithium helps companies turn them into advocates for their products and services.
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Jive Software Gives Companies Stronger Social Chops April 11, 2011 
Fast-growing Jive Software offers businesses an extensible social business solution that integrates social networking, collaboration software, community software and social media monitoring across the entire enterprise. The company recently bolstered its board of directors with a number of executives from high-profile tech companies including McAfee, Facebook and Google.
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SalesLogix: The Papa Bear of Sage's CRM Portfolio March 14, 2011 
Sage offers companies a choice of CRM options for sales automation, including Sage ACT, Sage CRM, and SalesLogix. The company currently has about 3.6 million users and serves about 80,000 businesses. "Sage has a portfolio of CRM solutions," said Joe Bergera, executive vice president and general manager of Sage. "We have mobile solutions for all our CRM products."
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SugarCRM - Not Just the Open Source Alternative March 07, 2011 
With an option for open source development, SugarCRM offers a sales automation system that encompasses pipeline management, social CRM, and the entire lead-to-cash process. "The SugarCRM core sales automation functionality includes lead capture and lead distribution, opportunity and account management, quotes and product catalog, quota and forecasting, as well as dashboards and reporting," said Clint Oram, CTO and cofounder of SugarCRM.
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NetSuite SFA: All in One, All in the Cloud February 27, 2011 
By allowing sales executives to see the sales pipeline, opportunity-to-cash conversion, commission spent, and upselling performance, NetSUite CRM+ integrates the sales team with the broader business, said Paul Turner, senior director of product marketing at NetSuite. NetSuite's two big strengths are pure sales force automation and the ability to track from lead to close.
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Microsoft Dynamics CRM Lets Sales Pros Work in Familiar Territory February 21, 2011 
Microsoft Dynamics CRM provides customers with rich sales force automation capabilities in addition to marketing automation, customer data management, customer service and analytics, Bill Patterson, director of product management for Microsoft Dynamics, told CRM Buyer. It offers customers the choice of an on-premises deployment, partner-hosted option or cloud-based option.
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Salesforce Democratizes Sales Automation February 14, 2011
For companies seeking a sales automation solution, Salesforce.com offers a system that is 100 percent cloud-based and can help companies make smarter decisions, said Salesforce Senior Director for Product Marketing Scott Holden. Salesforce wants to bring contact management out of the ivory tower and create a more democratized system.
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Oracle CRM Sales Automation: All About Information Access February 07, 2011 
Oracle offers the industry's widest and deepest range of sales force automation functionality as either an on-premise product or a cloud solution -- or a hybrid of the two, according to Anthony Lye, senior vice president of Oracle CRM. Siebel CRM is a leading CRM suite used by thousands of organizations to drive their sales success, he said.
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6 New Reasons to Give LiveOps a Look January 03, 2011 
LiveOps, a contact center software and call center outsourcing provider, recently announced six new features designed to enhance its contact center cloud solution. The enhancements include Call Flow Authoring Studio, configurable recording, real-time configurable dashboards, call visualization reporting, APIs and powerful administration tools.
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Soffront Offers a One-Stop Customer Service Shop December 27, 2010 
With helpdesk, knowledge management, customer portal, email auto response, project management, and mobile access capabilities, Soffront prides itself on being a one-stop shop for customer service solutions. "The customer service solution we offer is pretty comprehensive," said Manu Das, CEO of Soffront. "That's what our system does best."
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FuzeDigital Plays on Big Customer Service Vendors' Turf December 20, 2010 
FuzeDigital characterizes its customer service solution as social business software that uniquely blends comprehensive multichannel support and online community technologies. "The Fuze Suite is a blending of SCRM and E2.0 technologies," said Chuck Van Court, president of FuzeDigital.
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Microsoft Dynamics CRM Aims to Amplify the Power of Productivity December 13, 2010 
Microsoft Dynamics CRM provides customers with a complete customer service solution, including marketing, service automation and sales capabilities. Microsoft currently offers Microsoft Dynamics CRM 4.0 as either an on-premise option or a partner-hosted version; Microsoft Dynamics CRM Online is a version that customers can subscribe to on a per-user, per-month basis directly through Microsoft.
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NetSuite Offers Full-Featured, Mature Customer Service Cloud Options December 06, 2010
NetSuite CRM+ is a customer relationship management tool that provides users with more than just standard customer service functionality. NetSuite's system gives users the capability to run their entire business by providing a single view of the customer. "NetSuite provides a complete business management suite," said Paul Turner, the company's senior director of product marketing.
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Salesforce.com's Service Cloud 2: 'Democratic' Customer Service November 22, 2010 
Salesforce.com's Service Cloud 2, a Web-based platform designed to help companies handle their customer service needs, includes integration with Salesforce Chatter, the service provider's new real-time collaboration tool. "Service Cloud is the fasting-growing product offering," said Fergus Griffin, vice president of product marketing at Salesforce.com.
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CRM for the Small Business, Part 8: Scaling Up April 06, 2010 
A good CRM system can prove invaluable to a small business trying to achieve its business goals. Once that growth starts to occur, though, a small business needs to consider how the CRM tool will scale to meet the new demand. A small business is ready to think about scaling up if its processes are becoming more complex.
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