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Sales ForceAutomation SoftwareSearchCRM.com Product Directory2009 EDITION

Welcome to SearchCRM.com’s Sales Force Automation Software ProductDirectory. This directory was designed to be a valuable resource for those gettingstarted with research or evaluating vendors in the sales force automation market.

In the listings below, you’ll find basic information about the major vendors in thesales force automation market and the products they sell. Each listing is accompa-nied by a short description and a long description, including limited informationabout functionality and product use. You’ll find products for businesses of all sizesas well as products that can be deployed on-demand and on-premise. Use this listto get started with the evaluation process. For more information about any of theproducts or to speak to a sales representative, please visit the vendor website orproduct website.

SearchCRM.com will launch a series of directories throughout the year to addressunique segments of the CRMmarket. To view the entire collection of CRM productdirectories, click here. If you’d like to submit a product listing to be included in afuture directory, click here.

Happy shopping!

For questions for the editors or to make suggestions for improving the directory,write to us at editor@searchcrm.com.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 2

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

Welcome!

ALES FORCE AUTOMATION

(SFA) is a subset ofCRM that includes coresales functionality suchas contact management,territory management,opportunity manage-

ment, pipeline/forecast managementand, often, some level of sales contentand process management, to assistsales reps. Hitting sales and revenuetargets in today’s tight economy is morechallenging than ever before. Only 58%of salespeople made their quotas in2008, and many companies are lookingfor any advantage they can find to opti-

mize sales performance. Leveraging SFAsoftware is at the top of the list formany companies.But how do you determine which

products can help increase the efficien-cy and effectiveness of your salesteams? The task of evaluating SFA ismore complex than might first meet theeye. CSO Insights recently completedour 2009 Sales Performance Optimiza-tion (SPO) study, and based on thatdata, I’d suggest that a contemporary“buyer’s guide” for SFA, should really becalled a “buy now, buy again, buy nextguide.”Here is why. Of the 1,800+ firms we

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 3

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

Choosing the best SFA softwarefor your organization

SAdditional SFA capabilities using/planned

Sales force collaboration

Lead generation/management

Sales analytics/forecasting

Sales knowedge management

CRM/sales process integration

Incentive management

Channel management

0 10% 20% 30% 40% 50% 60% 70%

59.8%

27.7%

27.7%

20.3%

19.1%

17.1%

12.0%

surveyed, 71.4% had already imple-mented SFA. Of the 28.6% of firms cur-rently not utilizing SFA, 40.4% said theyplanned to implement a product in thenext 12 months, so they need “buy now”advice. Of the large number of compa-nies using SFA already, 13.0% said theyplan to replace the system they are cur-rently using, so they need “buy again”guidance. But another interesting trendis that once organizations havedeployed an SFA system, they don’tstop there. The following chart from our2009 survey shows the additionalcapabilities that existing SFA users saidthey are adding into the technologyframework to support their sales teams.So “buy next” advice can also be valu-able for that group.This article will serve to provide

insights you can use whether you arebuying SFA for the first or second timeor are looking to enhance the SFAinvestments you have already made.

SFA REQUIREMENTS-GATHERING

PROCESSGaryW. Loveman of Harvard BusinessSchool once commented that, “Gainscome not because of technology, butbecause it supports breakthrough ideasin business process.” This is a key con-cept to consider as you start any type ofSFA technology evaluation. The toolsare an enabler, not a solution in and ofthemselves. So what are you looking toenable?Requirements gathering starts with

assessing what your organization needsto improve about the way it sells. Tostart to understand this, assemble agroup of your salespeople and ask themone question: “Why can’t I double yourquota?”When you do this, be ready for

some blank stares, or maybe a couple ofpeople asking what you mean. But in afew minutes the dialogue will start, andthey will tell you all the reasons it ishard to make the quota they alreadyhave, such as:

� The scope of products they have tosell is so vast they can’t be expertson all of them.

� The complexity of the products isat the point where it takes way toomuch time to configure a solutionor develop a proposal.

� They have inaccurate/incompleteinformation on the stakeholders youwant them to sell to.

� The time required to roll up theirforecast is way too long.

� The quality and quantity of theleads they are getting are way toopoor, etc.

These become the problems thatneed to be addressed. Next, you need tounderstand the cause of each of theseissues, and then prioritize them in termsof importance. In the end, you will havea list of process-focused objectives:

� Streamline the forecasting process.� Help sales reps to more easily gen-erate their own leads and researchprospects.

� Enable sales reps to complete aclient-needs analysis in a singlecall.

� Optimize access to sales trainingand support materials.

� Facilitate sales reps linking com-pensation directly to deals closed,etc.

There are also practical considera-tions to be addressed during the

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 4

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

evaluation process:

� Howmuch can you invest?� What level of IT support is avail-able?

� What levels of information securitydo you need to achieve?

� How soon do you need the systemup and running?, etc.

.INITIALLY EVALUATING

SFA VENDORSNow you are ready to start to evaluateSFA vendors. In putting together your“long list” of vendors, I encourage youto take the time to go beyond the brandnames of SFA to see whether there aresome boutique solutions more focusedfor your needs. For example, we havefound lesser-known vendors that aretaking a vertical-industry approach toCRM, targeting the specific needs ofreps selling pharmaceuticals, medicalproducts, financial services and profes-sional services. We even uncovered anSFA company dedicated specifically toyoga studios and health clubs. Here theInternet becomes invaluable. Google orBing terms like “SFA” and “your indus-try” to discover some lesser-knownoptions on the market.You might be tempted to send a

requirements’ request for information(RFI) next, but I would counsel againstit. The reason for this is that the SFAindustry is actually more mature thanyou may be aware. The first productsentered the market in 1983 in the formof an IBMmainframe-based tool fromEarly Cloud, and a DOS-PC-basedapplication from LeMain. Over the last26 years, the core capabilities of SFAhave become well understood; if youask vendors whether they support terri-

tory management, contact manage-ment, content management, etc., withtheir application, the answer from all ofthem will be a resounding “yes” (andtherefore this information is useless tohelp you differentiate their offerings).Instead, schedule initial fact-finding

conversations with potential vendors,share with them the improvementobjectives you defined during yourrequirements-gathering phase, andthen ask them to share specifics abouthow their tools could help you get newsalespeople up to full productivityfaster, reduce the administrative burdenyou are currently placing on your reps,and enable proposals to be produced in

hours versus days, and so on.This will accomplish three things.

First, you will move the conversationtoward a problem/solution discussion(versus a feature/function discussion).Second, you will be able to assess thevalue-add that the vendor can bring tothe product over and above the applica-tion it has developed. Finally, you willstart to surface best practices that youcan apply to your sales challenges,regardless of which vendor you eventu-ally choose.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 5

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

“In putting togetheryour ‘long list’ ofvendors, I encourageyou to take the timeto go beyond thebrand names of SFA.”—JIMDICKIE

DEVELOPING YOUR SFA

VENDOR SHORT LISTYour short list of vendors should includethose that were best able to answeryour questions during the initial discus-sions about how they can help meetyour sales challenges. Next, move thedialogue beyond conceptually dis-cussing how the vendors could help youto the specifics of what they can do tohelp you achieve your objectives,when, and at what cost. Because this isgoing to involve a time commitment onyour part, you want to get your shortlist down to three, or at the most four,vendors.Yes, you should ask for and call refer-

ences. Yes, you should validate that allthe functionality you need is commer-cially available in their current release(or under development). But beyondthat, you should schedule a half-dayproduct review with each vendor. Dur-ing those half-day sessions, give eachvendor a list of the specific sales chal-lenges you want to address in phasesone and two of your SFA implementa-tion process, and give them two hoursto come in and share with you thespecifics of how they can help youleverage their system to overcomethose problems.Ask them to pull all the fluff slides

from their presentation (we have beenin business for X years, we have Y rev-enues, we have Z number of cus-tomers)—they wouldn’t be here if youdidn’t think they were a legitimate play-er in their industry. At this point, youselfishly want to know what they aregoing to do for you, not Wall Street orthe rest of their customer base. Youshould also allow a couple of hours toask hard questions. Consider askingsuch questions as: Why should I have

confidence in your implementationtimeline?What is an estimated harddollar ROI for my company, based onthe SFA initiative? How are you going toensure my success?You may even go so far as to make an

audio recording of the session, and thensend them a copy and ask them toinclude all of the claims and commit-

ments they made during that session inthe written proposal. For the proposalitself, make sure they include an imple-mentation timeline; all project costs,including training, customization, pro-jected three-year ongoing costs for sup-port, new releases, etc.; and, again, theirprojected ROI that you can use to justifythe investment.

SFA LICENSING SUPPORT

AND OTHER CONSIDERATIONSThe history of SFA is littered withunderperforming initiatives, so manageyour project via milestone commit-ments. Where at all possible, start yourimplementation with a pilot where youlicense the software for a small numberof users, get them up and running, andprove to yourself that what was prom-

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 6

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

“The history ofSFA is littered withunderperforminginitiatives, so manageyour project via mile-stone commitments.”—JIMDICKIE

ised is being delivered. If it doesn’t meetexpectations during the pilot, don’tmove forward to the full rollout until itdoes.Software as a Service (SaaS) SFA is a

very attractive way to get up and run-ning quickly at a low cost. But what ifyou are successful—do you want topay a licensing fee forever? If you thinkyou may want to bring the system in-house somewhere down the road, thenwork out the terms and conditions nowfor how that transition could takeplace, including the additional softwarecosts and the scope of effort for mak-ing that transition.Finally, agree on a process for han-

dling issues that may come up. Forexample: If the project is late by Xweeks, how does the issue getresolved? If the project goes over budg-et by Y dollars, who needs to beinvolved on both sides to revalidate theexpenses going forward? If the prom-ised feature Z is delayed, who is respon-sible for coming up with a workarounduntil the technology is delivered?

Sound like a lot of work? It is. But SFAis no longer an option. We need to tech-nology-enable our sales teams if we areto have a prayer of their being able tomeet the demands/expectations of

their customers while at the same timeensuring that they can do so moreeffectively than a competitor. To assistyou in this process, the following prod-uct directory should serve as a greatstarting point for helping you make theright decisions to successfully leveragetechnology to meet your revenue goalsfor 2009 and beyond. �

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 7

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

ABOUT THE AUTHOR

Jim Dickie is the Managing Partner of CSO Insights, a research firm that specializes in bench-marking how companies are leveraging people, process and technology to optimize the waythey market to, sell to, and service customers. He has more than 29 years of sales and market-ing management experience. Jim began his career with IBM and Sterling Software and thenwent on to launch two successful software companies.Jim is also a contributing editor for CRMMagazine, CustomerThink, SoftwareMag.com, a

contributing author for the Harvard Business Review, and the author of The Chief Sales Officer's Guide to CRM,Insights into High Tech Sales and Marketing, and the co-author of The Sales &Marketing Excellence Challengeand The Information Technology Challenge. He is a board member of Baylor University’s Center for ProfessionalSelling, a member of the Senior Advisory Board forWilliam Patterson University’s Russ Berry Institute forProfessional Selling, a guest host onWorld Business Review, a Trustee for The Morris Animal Foundation,and an often-requested keynote speaker at sales effectiveness, sales management, CRM/SFA, andWeb 2.0conferences. He can be reached at jim.dickie@csoinsights.com.

“Software as a Service(SaaS) SFA is a veryattractive way to getup and runningquickly at a low cost.”—JIMDICKIE

SAASOR ONPAGE VENDOR PRODUCT SERVICE PREMISE

9 CDC Software Saratoga CRM s

9 Consona Consona CRM s

10 FrontRange Solutions GoldMine Enterprise Edition s

10 Infor Infor CRM s

11 Maximizer Software Maximizer CRM Sales Force 1 sAutomation

11 Microsoft Microsoft Dynamics CRM 1 s

12 NetSuite NetSuite CRM+ 1

12 Oracle Oracle E-Business Suite s

13 Oracle PeopleSoft Enterprise Sales s

13 Oracle Siebel Sales 1 s

14 RightNow Technologies RightNow Sales 1

14 Sage Software ACT! By Sage 1 s

15 Sage Software Sage SalesLogix s

15 Salesforce.com The Sales Cloud 1

16 SalesPage SalesPage CRM 1 s

16 Salesplace Salesplace CRM 1 s

17 SAP SAP CRM 1 s

17 SugarCRM SugarCRM Sales Force Automation 1 s

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 8

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

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.

CDC SOFTWARE

Saratoga CRM

Saratoga CRM’s sales force automationsystem lets users track and manage allprospects and relationships throughoutthe sales process. s

COMPANY WEBSITE: www.saratoga-systems.comFOUNDED: N/ASUMMARY: Saratoga CRM allows usersto manage all accounts with integratedemail, calendar, notes and relevantback-office information. The systemallows users to produce and analyzecustomized reports, profile and scoreleads as they are tracked through thesales cycle, analyze the sales pipelineand forecasting, and record customerrelationship history. Saratoga CRM’sVisual Advisor analytics package pro-vides users with tools that allow themto view detailed contact history andinformation on any individual orprospect organization. The analyticspackage also alerts users to deal-breakers and critical influencers inevery deal. 2

PRICING: Declined to provide pricing.

CONSONA

Consona CRM

Consona CRM aims to increase saleseffectiveness and revenue throughprocesses automation, data captureand reporting. s

COMPANY WEBSITE: www.consona.comFOUNDED: 1994SUMMARY: Consona CRM providesan on-premise CRM product for theenterprise. Consona automates salesprocesses and data capture in onlinesales, channel sales, inside sales andfield sales. From marketing to accountmanagement and customer support,companies have insight into all activi-ties to help ensure that customers arehandled appropriately by all customer-facing teams. Managers and sales staffcan review and manage their opportuni-ty pipeline to chart progress againstsales goals, forecast revenue and trackdata. 2

PRICING: Declined to provide pricing.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 9

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 10

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

FRONTRANGE SOLUTIONS

GoldMine Enterprise Edition

FrontRange Solutions’ GoldMineEnterprise Edition includes salesmanagement tools that provideorganizations with the ability tomanage the entire sales process.s

COMPANY WEBSITE:www.goldmine.comFOUNDED: 1989SUMMARY:GoldMine Enterprise Edition’ssales management functionality helpsroute, manage and prepare quotes andclose sales opportunities in real time.The product’s dashboard provides real-time viewing and reporting and a cus-tomizable homepage that gives userseasy access to data. GoldMine Enter-prise Edition’s sales lifecycle manage-ment tool gives managers the abilityto assign opportunities via territories,products or business rules. The prod-uct’s sales forecasting functionalityincludes quota tracking, forecast audittracking and more. GoldMine EnterpriseEdition’s additional capabilities includequote management, interactionmanagement and business processautomation.

PRICING:GoldMine Enterprise Editionstarts at $1,395.

INFOR

Infor CRM

Infor CRM’s sales product gives salesprofessionals access to extensive,detailed customer information so theycan close sales successfully. s

COMPANY WEBSITE: www.infor.comFOUNDED: 2001/2002SUMMARY: Infor CRM’s sales product pro-vides organizations with customer intel-ligence and simplifies the ordering andconfiguration process of complex prod-ucts. Data from across the enterprise iscentralized in the product, giving salesprofessionals access to the entire scopeof every customer’s previous interac-tions with the organization, through allstages of the sales cycle. The productaims to streamline the quote-to-orderprocess, shorten the sales cycle andlimit product configuration and pricingerrors. Infor CRM’s additional sales fea-tures include lead routing and prioritiza-tion, contact management, opportunityand pipeline management, and mobileaccess. 2

PRICING:Declined to provide pricing.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 11

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

MAXIMIZER SOFTWARE

Maximizer CRM Sales ForceAutomation

Maximizer CRM and Maximizer MobileCRM provides sales force automation toenable sales professionals to collaborateon opportunities, effectively manage thepipeline, and accurately create forecaststo meet revenue objectives and make agreater impact on the bottom line. 1s

COMPANY WEBSITE:www.maximizer.comFOUNDED: 2002SUMMARY:Sales force automation withMaximizer CRM is designed to enableaccess and updates to customer infor-mation across sales, marketing and cus-tomer service departments. Retrieveand update key details on leads, con-tacts and opportunities through thedesktop or web or leverage the conven-ience of the latest mobile smartphoneswith the power of CRM. Stay on top ofpriority opportunities and ensure rapidfollow-up on leads by automating tasksand setting up alerts. Gain businessinsight from dashboards that providereal-time visual indicators for criticalmetrics including the status of opportu-nities, leads and cases and receivetimely automated reports.

PRICING:Maximizer CRM is available infour editions: Entrepreneur, Group, Pro-fessional and Enterprise. Pricing startsat $229 for Entrepreneur Edition. Maxi-mizer Mobile CRM is available in twoeditions: MaxMobile and MaxMobileLite, starting at $99.

MICROSOFT

Microsoft Dynamics CRM

Microsoft Dynamics CRM is a fullyintegrated CRM system that isdesigned to enhance a company’ssales, marketing and customerservice processes.1s

COMPANYWEBSITE: www.microsoft.comFOUNDED: 1975SUMMARY:Microsoft Dynamics CRMgives sales professionals real-timeaccess to leads, provides a completeview of customer data, and identifiesup-sell/cross-sell opportunities, allow-ing sales reps to close deals quickly andefficiently. The product is tightly inte-grated with key Microsoft products andtechnologies and can be customizedand integrated with third-party applica-tion tools as needed. Additional salesfeatures include lead and opportunitymanagement, account and contactmanagement, territory management,forecasting and sales analytics, andoffline/mobile access. 2

PRICING:Microsoft Dynamics CRM(server-based) can ballpark anywherefrom $1,000 to $2,000 per nameduser. This is the one-time cost of thesoftware alone. Any implementation,customization, training, support andrequired hardware would also have anassociated cost. Microsoft CRMOnlinecosts around $40 to $60 per user permonth. For more information, visit theMicrosoft dynamics “how to buy” page.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 12

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

NETSUITE

NetSuite CRM+

NetSuite CRM+’s online sales forceautomation allows users to streamlinesales cycles and serve customers moreefficiently. 1

COMPANYWEBSITE: www.netsuite.comFOUNDED: 1998SUMMARY:NetSuite CRM+ is a hosted,Web-based CRM application thatincludes sales force automation (SFA),marketing automation, customer sup-port and service products. NetSuite’sSFA offers users team selling, territorytracking and assignment, opportunitymanagement, incentive managementand quote generation, among othercapabilities. NetSuite’s team sellingcapability allows users to track multiplemembers of the sales team based oncustomer records and sales transac-tions. The product also features anoffline sales client that allows sales repsto access and update leads, prospects,customers and contacts without Inter-net access when on the road. NetSuiteSmall Business is available for small andmedium-sized businesses (SMBs) andallows companies to add functionalityas they grow. 2

PRICING:NetSuite CRM+ costs $129per user per month.

ORACLE

Oracle E-Business Suite

Oracle E-Business Suite’s SalesApplications use enterprise informationand selling tools to accelerate thesales cycle. s

COMPANYWEBSITE: www.oracle.comFOUNDED: 1977SUMMARY:Oracle E-Business Suite’s SalesApplications provide organizations withthe tools to increase selling effective-ness across sales, marketing, service,fulfillment and finance divisions. OracleSales integrates with other E-BusinessSuite applications including OracleMarketing and Oracle Service. Theproduct’s iStore e-commerce applica-tion lets companies build, manage andpersonalize their Internet storefront.Oracle Sales’ additional functionalityincludes incentive compensation man-agement, partner management, tele-sales and a proposals application. 2

PRICING: Licensing for marketing is$4,995 and $1,098.90 for support perapplication user. For additional details,see the full price list: http://www.oracle.com/corporate/pricing/applications-price-list.pdf

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 13

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

ORACLE

PeopleSoft Enterprise Sales

The PeopleSoft Enterprise Salesproduct helps to increase operationalefficiency and lower selling costs byintegrating sales processes acrossthe enterprise. s

COMPANYWEBSITE: www.oracle.comFOUNDED: 1977SUMMARY:Oracle’s PeopleSoft EnterpriseSales Product provides real-time viewsfor sales pipeline and opportunity man-agement and includes context-specificselling knowledge based on competi-tors, partners and the market. The prod-uct’s role-based interface can be config-ured and personalized to meet theuser’s needs. Access to customer dataand applications is available throughmobile and wireless devices. Additionalcapabilities include order capture, serv-ices management and strategic accountplanning. 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 Sales

Siebel Sales is designed to help yoursales force meet their challenges andimprove pipeline visibility, increasesales effectiveness and raise bottomline results. 1s

COMPANYWEBSITE: www.oracle.comFOUNDED: 1990SUMMARY:Siebel Sales is designed toimprove forecast accuracy, pipeline visi-bility and sales effectiveness by manag-ing the creation of quotes, proposalsand any configured products or servicesthe user requires. The product is inte-grated with the Siebel Enterprise prod-uct family, including CRMOn Demand.Siebel Sales gives users a total view ofthe customer, including service history,order management, interactions andaccount profiles. The Siebel Forecastingtool allows sales organizations to man-age revenues and forecasting and runreal-time analyses of revenues, profitmargins and close dates. Additionalfeatures include territory management,integration with Microsoft applications,opportunity management and salesmethodologies. Siebel Sales is alsoavailable on-demand. 2

PRICING:Siebel Sales pricing is $3,750per license and $825 for softwareupdate license and support perapplication user.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 14

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

RIGHTNOW TECHNOLOGIES

RightNow Sales

RightNow Sales supports frontlinesales and sales lead management teamsand is designed to provide them withthe information they need for salesefficiency. 1

COMPANYWEBSITE: www.rightnow.comFOUNDED: 1997SUMMARY:RightNow Sales can provideorganizations with a variety of tools tomanage and prioritize relationships andopportunities, gain insight into the salespipeline and more accurately forecastrevenue. The product supports complexsales processes, and it guides workflow,provides role-based reports and dash-boards, and allows users to integratesales interactions with other interactiontypes, making for a consistent customerexperience. Additional capabilitiesinclude contact, account and task man-agement, opportunity management andforecasting, lead management, territoryand quota management, and integrationwith Microsoft Outlook. 2

PRICING:RightNow’s per seat pricingbegins at $100 per user per monthwith a one-year subscription.

SAGE SOFTWARE

ACT! By Sage

ACT! By Sage is a contact, customerand sales opportunity managementsystem. 1s

COMPANYWEBSITE: www.sagecrmsolu-tions.com/FOUNDED: 1976SUMMARY:ACT! aims to help users organ-ize, access and manage their customerinformation. ACT! supports desktop,laptop, Web browser and handhelddevice access methods that work witha centralized database. Sage Softwarealso offers ACT! Premium products thatinclude all ACT! features and providesales teams and workgroups with addi-tional functionality in the areas of cen-tralized administration, team schedul-ing, enhanced opportunity tracking andadvanced data security. ACT! can alsobe partner or customer hosted usingthe ACT! for theWeb product. 2

PRICING:ACT! is priced at $229 per user.ACT! Premium (for sales teams) costs$399.99. ACT! Premium for Web costs$399.99. ACT! Premium Dual Access(Windows-based ACT! Premium andbrowser-based ACT! Premium for Webin a single user license) pricing beginsat $529.99 per user.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 15

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

SAGE SOFTWARE

Sage SalesLogix

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

COMPANYWEBSITE: www.sagecrm-solutions.com/FOUNDED: 1976SUMMARY:Sage SalesLogix’s sales soft-ware automates key sales processes,allowing users to manage all aspectsof the sales cycle and monitor, trackand forecast sales activity in a singleapplication. Users can access SageSalesLogix over a network or on theWeb, offline or through wirelessdevices. Sage SalesLogix’s real-timedashboard view of the sales pipelineallows users to analyze and manage thesales pipeline, and integrated reportsgive managers detailed information onindividual or team effectiveness. Theproduct also includes opportunity man-agement, back-office integration andintegration with Microsoft Outlook. 2

PRICING:Sage SalesLogix v7.2 pricingbegins at $795 per user license, andSage SalesLogix Mobile v5 pricingbegins at $295 per user license.For more details, visit www.sagecrm-products.com or call (800) 643-6400.

SALESFORCE.COM

The Sales Cloud

Salesforce.com’s Sales Cloud providessales teams with a complete customerview that is shared with sales andmarketing in real time. 1

COMPANYWEBSITE: www.salesforce.comFOUNDED: 1999SUMMARY:The Sales Cloud is an on-demand product that can be cus-tomized based on the user’s needs. Theproduct’s lead management featureoptimizes lead flow across sales andmarketing and gives sales reps instantaccess to the latest prospects. Theopportunity management feature pro-vides a single place for updating infor-mation, tracking opportunities andrecording opportunity-related interac-tions. The product’s mobile CRM capa-bilities allow sales reps to stay connect-ed to the office while on the road viaBlackBerry, wireless PDAs or laptops.Salesforce.com is integrated withMicrosoft Office products. Additionalfeatures include global forecasting, ter-ritory management, workflow automa-tion and contract management. 2

PRICING:Declined to provide pricinginformation.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 16

INTRO

INDEX

CHOOSINGTHE BEST SFASOFTWAREFOR YOUR

ORGANIZATION

CDC SOFTWARE

CONSONA

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

SALESPAGE

SalesPage CRM

SalesPage CRM documents entirecustomer lifecycles in a single,consolidated product. 1s

COMPANYWEBSITE: www.salespage.comFOUNDED: 1983SUMMARY:SalesPage CRM offers market-ing automation, sales management,customer service and support, andreporting and analytics. The productprovides multiple methods for extract-ing and analyzing data, including simplesearch tools, expansive query tools andreporting capabilities. The product’ssales management capabilities includeterritory management, forecasting,opportunity management, and quoteand proposal generation. Sales data canbe analyzed across a timeline, allowingmanagers to evaluate progress towardestablished sales goals or forecastfuture demand. 2

PRICING:The overall cost of a SalesPageCRM implementation consists of threecomponents:• SOFTWARE: One-time fee based onvolume of concurrent users, list pricestarting at $1,400 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.

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 four mod-ules; sales, marketing, customer serviceand mobility. These modules can bepurchased as a full package or individu-ally, based on need. Salesplace CRM’ssales tools manage activities, communi-cations, leads, opportunities, accounts,forecasts and quotes, aiming to shortenthe sales cycle, increase close rates and,ultimately, improve customer retention.Salesplace CRM’s mobility moduleallows users to access the systemonline and offline via Web, BlackBerryor PDA. 2

PRICING:Salesplace CRM’s user licensecosts $300 to $850 per user. A serverlicense costs $5,000. salesNOWCRMis $25 per user per month.

SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 17

SAP

SAP CRM

SAP CRM helps organizations plan,manage and analyze sales operationsthroughout the sales cycle. 1s

COMPANYWEBSITE: www.sap.comFOUNDED: 1972SUMMARY:SAP CRM’s sales planningand forecasting capabilities can provideusers with a complete picture of pro-jected revenue and sales volume overtime and aims to help sales managerscoordinate and execute sales activities.Sales team performance is optimizedthrough the product’s territory manage-ment capabilities, allowing managersto distribute sales resources, manageaccount coverage and improve resourceutilization across territories. SAP CRM’sadditional sales capabilities includeaccounts and contacts management,activity management, sales analytics,and incentive and commission manage-ment. SAP CRM can also be deployedon-demand or as a hybrid version. 2

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

SUGARCRM

SugarCRM Sales Force Automation

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

COMPANYWEBSITE: www.sugarcrm.comFOUNDED: 2004SUMMARY:SugarCRM’s Sales ForceAutomation product allow sales profes-sionals to track and share contacts andopportunities, manage and up-sellaccounts, monitor and manage per-formance via dashboards, and forecastrevenue. The product integrates withMicrosoft Outlook, and users can workoffline using SugarCRM’s mobile prod-ucts. SugarCRM’s Sales Force Automa-tion tools allow users to share salesdata across the enterprise and monitorquotas and overall business perform-ance. SugarCRM is also available on-demand. 2

PRICING:Sugar Professional On-Site is$275 per user per year; Sugar Profes-sional On-Demand is $40 per user permonth; Sugar Professional FastStackis $499 per production deployment.Sugar Enterprise On-Site is $449 peruser per year; Sugar Enterprise On-Demand is $75 per user per month;Sugar Enterprise FastStack is $449per user per year.

INTRO

INDEX

CDC SOFTWARE

CONSONA CRM

FRONTRANGESOLUTIONS

INFOR

MAXIMIZERSOFTWARE

MICROSOFT

NETSUITE

ORACLE

ORACLE

ORACLE

RIGHTNOWTECHNOLOGIES

SAGE SOFTWARE

SAGE SOFTWARE

SALESFORCE.COM

SALESPAGE

SALESPLACE

SAP

SUGARCRM

ABOUTSEARCHCRM.COM

METHODOLOGY

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SEARCHCRM.COM SALES FORCE AUTOMATION SOFTWARE PRODUCT DIRECTORY 18

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, in somecases, 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 expressly disclaimsall warranties as to the accuracy, completeness or adequacy of all content contained herein. This disclaimer of warranty is in lieu of all war-ranties whether expressed, implied or statutory, including implied warranties of merchantability or fitness for a particular purpose. Infor-mation in this Directory is current as of Q2 2008 with some updates in Q3 2009. For more recent information, please check the vendor’swebsites. 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 written per-mission is forbidden. TechTarget and the TechTarget logo are registered trademarks of TechTarget, Inc.; all other trademarks are the proper-ty of their respective companies.

To compile this guide, our editorial team initially consulted research reports bymajor analyst firms covering the call center softwaremar-ket and contacted vendors about products reviewed by those firms. Editors also conducted additional Internet research and solicited feed-back from 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’swebsite. All entries, whether theywere vendor-submitted or compiled by our team,wereedited for length and clarity and to remove overt marketing language. In order to best assist our readers in assessing products, our editorialteam attempted to obtain basic pricing information for all products in this directory—requesting information from vendors multiple timesvia email. Vendors that did not respond, or refused to provide any pricing information, have this statement on their listings: “Declined orfailed to provide pricing.” Vendors that provided only some information, but no dollar figures, have their submitted information reflectedhere, along with this statement: “Declined to provide additional pricing details.”

Collection of data for this directory took place duringQ2 2008with some updates in Q3 2009. Editors attempted to contact vendor rep-resentatives for the most recent pricing and product information—any updates provided were incorporated into the 2009 Edition of thedirectory. As with any directory of this kind, products and vendors may change substantially at any time. Though every effort was made tomake this directory as complete and accurate as possible, there may be changes, errors, omissions or vendors in this market not included inthis guide. Nothing in this guide should be construed as endorsements, professional suggestions or advice. This directory should be usedsimply as a resource.We strongly urge you to supplement this with your own research and to contact vendors for the most up to date infor-mation about their companies or products. It is our intent to update this directory annually, but that is subject to change.

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