Top 10 Social Crm

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TOP 10Social CRM SotwareVendors REVEALED

2010 Edition

Profles o the Leading Social

CRM Sotware Vendors

For more inormation, visitBusiness-Sotware.com/SocialCRM



© 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited. 2

Abt Scal CRM Sftwar

For businesses of all sizes, acquiring, retaining, and supporting customers is more

challenging than ever before. But the rise of social media—blogs, social networks,

etc.—offers a wealth of consumer data that businesses can leverage for client

retention. More than 80% of Americans aged 18-55+ use social networks and tools

monthly, which means two things: 1) there is a wealth of customer information on

social networks/conversation platforms that businesses cannot afford to ignore, and

2) businesses will benefit by reaching out to existing and potential customers through

these social platforms.

But managing activity on social networks like Twitter, Facebook, and LinkedIn is not

simple, and the influx of social media data can sometimes make already complextasks seem more complicated and difficult to manage. Marketing teams are already

busy planning and developing sophisticated campaigns and delivering them through

traditional outlets, and social networks present a tough medium to master. Likewise,

sales and support departments are grappling with the new lead management and

customer service processes required to manage the rush of social media data.

Previously, traditional customer relationship management (CRM) systems were the

perfect solution for streamlining customer and lead information, and automating

sales and marketing outreach. But the upsurge in social media usage means sales,

marketing, and customer service teams need modern CRM systems that help them

mine social media data and manage new forms of campaigning.

Social CRM systems (previously referred to as “CRM 2.0”) have emerged as a way for

businesses to consolidate customer-related processes across functional areas—as

a traditional CRM platform would—but with the addition of social media management

and monitoring. Within the Social CRM space, there are many types of solutions, each

having their own flavor, and each meeting different business needs.

What s Scal CRM Sftwar?

Social CRM is a process for monitoring, engaging in, and managing conversations

and relationships with existing and prospective customers and influencers across the

Internet, social networks, and digital channels. Social CRM is very much supplementary

to traditional CRM processes, as it aims to engage communities and foster the creation



© 2010, Business-Software.com. All Rights Reserved. Reproduction Prohibited.

Abt Scal CRM Sftwarof content for a targeted market, converting content into conversations and collaborative

experiences that will hopefully build meaningful relationships with customers. In many

ways, Social CRM is traditional CRM with the bonus of social media/conversational dataanalysis and management.

At its base, Social CRM entails the integration of analytics, data pulled from social

media and other conversational platforms, and CRM analytics to determine social media

ROI and articulate market trends. Social CRM platforms can help teams across an

enterprise map different campaigns and initiatives, manage campaigns across different

social media platforms, and offer users better insight into customers’ general online

behavior.

Social CRM typically is deployed on a Software-as-a-Service (SaaS) model, as on-

demand solutions are better able to manage and monitor online activity.

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Social CRM offers many benefits and can strengthen your corporate ecosystem. Your

business will have the contact management advantages of a traditional CRM platform,

and the perks of accessing and analyzing consumer conversations on social platforms.

Sales teams can mine social media data for more relevant information about leads andcustomers. Marketing departments will be able to connect with customers earlier on in

the buying process through conversation monitoring, and will generally have a better

insight into sentiment, behavior, and effectiveness of outreach initiatives and marketing

campaigns.

Social CRM also provides companies the opportunity to foster communities with their

customers. These communities can be employed by product development teams

looking to create effective applications, and help create a good rapport between the

customer and your brand. In addition, support staff can respond to customer difficulties

more quickly—sometimes reaching out to the customer before they file their issues.

Also, as SaaS deployments, Social CRM platforms are extremely affordable, and even

the smallest businesses can partake.




Abt Scal CRM SftwarDs My Cmany Nd Scal CRM Sftwar?

Businesses of all sizes and in all industries can derive value from a Social CRM

solution. The increasing number of users on social networking sites is a testament tothat, and the data created on these sites can prove invaluable.

Traditional CRM is still relevant: it focuses on contact management, and manages

the processes, services, and technology that marketing, sales, and customer service

departments rely on. However, the growth in social media usage has led to a shift in

customer behavior—consumers expect personal interactions with their favorite brands

—and leveraging social media for customer outreach is become crucial. And as social

media makes customers more accessible, a Social CRM platform that manages and

monitors social media campaigns and communities is a no-brainer.

Cmmn Scal CRM Fatrs

Social CRM is intended to help businesses monitor and execute campaigns and

outreach initiatives to engage customers in collaborative conversation, and such

platforms come in various forms.

Important Note: There are two basic Social CRM models. The first is what many

major CRM vendors are offering: social media management capabilities in the formof modules that integrate with their existing CRM platforms. Modules can range from

simple (just a Twitter integration) to complex (complete community management)

depending on a business’s outreach goals.

The other route: there are a number of Social CRM vendors whose platforms focus

almost exclusively on customer relationship management through social networks.

These Social CRM products were developed with community engagement and online

communication in mind, and are less process-centric than the aforementioned Social

CRM platforms. Some of these products are standalone platforms, but nonetheless they

are usually integrative with major CRM platforms.

Both platforms are effective, and selection should be made based on specific business

needs.




Abt Scal CRM SftwarWhat t Lk fr Whn Chsng an Scal CRM Sltn

Social CRM provides a comprehensive suite of fully-integrated solutions to automate

and enhance customer-facing social media processes across your business.Components of a Social CRM suite include:

Brand Monitoring . A good Social CRM solution will track conversation regarding your

brand or business. This can take the form of sentiment tracking on third-party sites

(like blogs and reviews) or internal contributions, and even opinions expressed in

customer service/support calls.

Social Media Platforms. It wouldn’t be Social CRM without the ability to access and

contribute to social media platforms—like Twitter and Facebook, to name a few—

from within the Social CRM solution.

Community Support . Your Social CRM solution should allow you to create and

manage customer communities from within the platform.

Social CRM Analytics. There’s no point in accessing all that data if there are no

algorithms to sort it. In addition to providing reports on popular content, search

keywords, and navigation paths, some of the best Social CRM solutions will offer

sentiment and behavioral analysis, and will monitor customer interactions within your

business’s online communities.

T Scal CRM Vndrs

You have many options when choosing a Social CRM software vendor, and to make

it a bit easier, we’ve featured some of the leading Social CRM solutions in this paper.

Review these vendors, and you’ll be well on the way to finding the right Social CRM

package for business.

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www.crm.dynamics.com | 1-888-77-7989 | @msdynamicscrm

HeADquARTeRS:

Redmond, WA

BuSiNeSS MoDeL:

Hosted and on-premise

oWNeRSHip:

Public (NASDAQ: MSFT)

FouNDeD:

WA, 1975

CRM pRoDuCTS:

Microsoft Dynamics CRM

SoCiAL CRM MoDeL:

Accelerator module for CRM

platform

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CuSToMeR FoCuS:

Outlook users in small and mid-size businesses.

SeLeCT CuSToMeRS: H&R Block, Expedia, Millennium Hotels and Resorts, COMPUSA, Zone Cuisine,1-800-CONTACTS




Abt Mcrsft DynamcsMicrosoft Dynamics CRM will empower employees to boost sales, satisfaction, and

service with automated CRM that’s easy to use, customize, and maintain. Microsoft

Dynamics business software offers a wide spectrum of feature-rich, affordable CRMsolutions to help companies of all sizes meet their specific needs. To boot, the CRM

solutions and capabilities within Microsoft Dynamics connect closely to other Microsoft

technologies that companies may already use, so employees using Microsoft Dynamics

CRM are working within a familiar Microsoft software environment. The Microsoft

Dynamics CRM suite of products provides solutions for Sales Force Automation,

Customer Service and Marketing – and social media support for all three.

Abt Mcrsft Dynamcs CRM

Sales Force Automation – Clients can get their sales force quickly up to speed with the

highly intuitive interface and embedded Microsoft Office capabilities, and boost sales

productivity, streamline sales cycles, automate lead management, and gain insights to

drive more sales.

Customer Service – Clients can transform customer service into a strategic asset

leveraging the 0o view of the customer, resolving issues quickly and reducing

handling times. Automated processes help clients reduce costs, and ensure consistent

customer service is delivered across all touch points.

Marketing – Marketing management and automation software allows customers to

market more effectively, improve productivity, and gain actionable insight into marketing

campaigns.

Mcrsft Dynamcs Scal CRM Hghlghts

Microsoft’s Social CRM support comes in the form of the Microsoft Dynamics Social

Networking Accelerator, which is a module offered as a free integration for Microsoft

Dynamics CRM customers. The Social Networking Accelerator is designed to help

users discover and monitor conversations about their brand, happening on social

networks. In addition, the accelerator offers analysis of these conversations, making

useful reports for Sales, Marketing, and Customer Service teams.




Abt Mcrsft DynamcsKey features of Microsoft Dynamics Social Networking Accelerator include:

User-Friendly Dashboards. The social networking dashboards aggregate

management of accounts on different social networks, offering views of activity andstrength of presence on each network.

“Influencer” Identification. The accelerator will not only track conversations, it will

identify the participants that are especially influential, thereby identifying the best

potential customers, and the best people for the company to engage. Influencers

are given a score that correlates to their participation, and their contact info can be

imported from the social network directly into the Microsoft Dynamics CRM system,

where it can then be converted into a lead.

Conversation Analysis. The Social Networking Accelerator helps clients analyze

not only conversation surrounding their brand, but also the strength of sales and

marketing initiatives on social networks.

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www.salesforce.com | [email protected] | 1-800-7-89 | @salesforce

HeADquARTeRS:

San Francisco, CA

BuSiNeSS MoDeL:

Hosted

SoCiAL CRM MoDeL:Module for CRM platform

oWNeRSHip:

Public (NYSE: CRM)

FouNDeD:

CA, 1999

CRM pRoDuCTS:

Contact Manager Edition

Group Edition

Enterprise Edition

Professional Edition

Unlimited Edition

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CuSToMeR FoCuS:

Enterprise, Mid-Market, Small

SeLeCT CuSToMeRS: CNN, Starbucks, Wall Street Journal, Kaiser, Google, Sprint Nextel, United Way, EA




Abt Salsfrc.cmSalesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who

pioneered the concept of delivering enterprise applications via a simple Web site. Since

its founding, Salesforce.com has achieved remarkable recognition with customers,partners, investors and the media.

Salesforce.com provides an array of CRM and business application services which

enable customers and subscribers to systematically record, store, and act upon

business data; and to help businesses manage customer accounts, track sales leads,

evaluate marketing campaigns, and provide post sales services. Salesforce.com’s

CRM products and cloud-computing model (also known as software as a service)

provide many benefits to enterprises, requiring only moderate operating expense and

offering a pay-as-you-go, elastic model that can scale with a company’s changing

needs. The company’s CRM services principally focus on sales force automation,

marketing automation, and customer service and support automation.

Abt Salsfrc.cm CRM

Salesforce.com’s Sales Cloud 2 – Cloud-computing powered sales force automation

has pulled ahead of traditional on-premise sales tools, and Sales Cloud 2 leads the

pack. Salesforce.com’s sales force automation is accessible, affordable, globally on-

demand, and frees companies from a large upfront investment and the complexity of server-based sales software. An integral part of the salesforce.com CRM solution, the

Sales Cloud 2 gives business users the ability to tightly manage their sales process and

marketing spend. Salesforce.com’s CRM SFA is comprehensive and and optimizes

the full spectrum of sales activities including lead management and distribution, deal

progress, territory alignment, and channel management.

Salesforce.com’s Service Cloud 2 – Service Cloud 2 transforms customer service

through the power of cloud computing by bringing together information from industry-

leading cloud-computing services like Google, Facebook, and Twitter to capture every

conversation and leverage every community expert in the cloud, ensuring that the

quality of customer service is consistent across every channel.




Salesforce.com’s Custom Cloud – The Force.com cloud-computing platform enables

companies to build and deliver business applications in a single environment using one

data model, one sharing model, and one user interface. making it easy to customizeand address industry-specific needs. In addition, the AppExchange makes it easy for

companies to find, sample, and select from hundreds of apps for their business, all pre-

integrated with Salesforce CRM solutions.

Salesforce Chatter – Also known as the “Collaboration Cloud,” Salesforce Chatter will

completely transform enterprise collaboration. As both a collaboration application and

a platform for building social cloud-computing apps, Chatter helps users connect and

share information securely and in real time.

Salsfrc.cm Scal CRM Hghlghts

Salesforce.com’s Social CRM is a module on their Service Cloud 2 platform, and it

provides clients the ability to create communities on and capture conversations in

Facebook, Twitter, Google, and LinkedIn. It should be noted that Salesforce Chatter is

a “social platform,” but aside from some network management capabilities within the

platform, it is primarily a platform for internal collaboration.

Salesforce.com’s Social CRM key features include:Salesforce for Twitter. Leveraging this application, Salesforce users can connect with

customers on Twitter in real-time. By accessing Twitter through the Salesforce CRM

platform, users can join conversations on Twitter and use that data to create cases

and push knowledge.

Facebook Toolkit. With Force.com for Facebook, users can create their own service

community for Facebook’s 200 million users, providing a venue for customer

conversations that plugs into their customer service processes.

Salesforce Answers. By creating custom social communities with Salesforce CRM

company web sites can include an interactive destination where customers post

ideas or questions, vote on the answers of their peers, and add their own comments.

Because the ideas communities are integrated with the rest of Salesforce CRM, clients

will have an even more comprehensive view of customers.

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Abt Salsfrc.cm




Customer Feedback. It’s important to get direct feedback on the quality of your service

or the content you create. Within the social features of Salesforce CRM, community

members can leave comments and vote to promote or demote files, Web links, docs,or ideas. The results: a more active and involved community and for the client, and

better insight into what they’re thinking.

Community Analytics. With Salesforce CRM’s easy-to-use analytics engine, users can

identify at a glance the top ideas and issues discussed in their community, drill deeper

into voting behavior, and slice and dice the data any number of ways to ultimately

create more targeted campaigns and outreach.

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Abt Salsfrc.cm




www.netsuite.com | [email protected] | 50-27-1000 | @netsuite

HeADquARTeRS:

San Mateo, CA

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Public - NYSE: N

FouNDeD:

California, 1998

CRM pRoDuCTS:

NetSuite

NetSuite CRM +

SoCiAL CRM MoDeL:

Module for CRM Platfrom

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CuSToMeR FoCuS:

Fast-growing and mid-sized businesses and divisions of global enterprises.

SeLeCT CuSToMeRS: Aeris.net, AMPRO, Oakland Athletics, Novak Conversions Inc., Document Sciences




Abt NtStFounded in 1998, NetSuite Inc. (NYSE: N) is the leading provider of on-demand,

integrated business management software for growing and midsize businesses. With

thousands of customers using NetSuite’s online products and professional services,companies can manage all key business operations in a single hosted system,

including: customer relationship management (CRM); order fulfillment; inventory;

accounting and finance, product assembly; ecommerce; Web site management; and

employee productivity. NetSuite was originally incorporated as NetLedger by its

founders Larry Ellison and a young protégé, Evan Golberg. The company’s name was

later changed to NetSuite.

NetSuite is delivered as an on-demand service, so there is no hardware to procure, no

large, up-front license fee, and no complex set-ups. Finally, NetSuite’s patent-pending

“real-time dashboard” technology provides an easy-to-use view into role-specific

business information that is always up-to-date.

Abt NtSt CRM

NetSuite CRM is a hosted CRM application that provides sales reps with a 0o view of

customers so companies can maximize customer revenue, from lead and opportunity

management through order processing, customer service and support resolution,

to renewal and upsell purchase management. NetSuite CRM also gives sales repsthe ability to create quotes, place real orders, and gain-real time visibility into order

status, overdue invoices, inventory, customer transaction history, upsell and cross sell

management, and commission compensation. Netsuite’s CRM Solutions include:

NetSuite – An on-demand system that supports the entire company and includes

customer relationship management (CRM) as well as enterprise resource planning (ERP)

functionality.

NetSuite CRM+ – A powerful customer relationship management system, including sales

force automation, opportunity management, forecasting, marketing automation, customer

support and service, flexible customization through SuiteFlex and more.




Abt NtStNtSt Scal CRM Hghlghts

Social CRM via NetSuite stems from the company’s partnership with InsideView, a

sales intelligence solutions vendor. InsideView’s technology aggregates several types of content from both traditional sources and social media, like Twitter, LinkedIn, and blogs.

Key features of InsideView for NetSuite include:

Extensive Social Network Access. From directly within the platfrom, NetSuite

CRM users will have instant access to relevant intelligence harvested from

Twitter, Facebook, LinkedIn, Jigsaw and NetProspex, as well as editorial sources

like Thomson Reuters and Capital IQ. This immense amount of information will

improve business efficiencies across sales, marketing, billing, procurement, and HR

operations.

Monitoring for Sentiment & Risk . Users can proactively monitor the financial health of

customers and partners to assess payment risk and improve collections processes,

and leverage social media “buzz” to gauge suppliers’ brand reputation, customer

satisfaction, and service levels and assess supply chain risk.

More Sales, Better Quality . Sales teams can improve high-end selling through social

and business connections to C-level executives, as well as uncover new customer

engagement opportunities faster with alerts on key business events.

Internal Collaboration. Businesses can increase cross-enterprise productivity by

tapping into accurate, relevant and timely business insights directly within the NetSuiteuser interface.

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www.sap.com/usa/index.epx | 800-872-1727 | @sapcrm

HeADquARTeRS:

Walldorf, Germany

BuSiNeSS MoDeL:

Hosted and On-Premise

SoCiAL CRM MoDeL:Module for CRM platfrom

oWNeRSHip:

Public (NYSE:SAP)

FouNDeD:

1972, Germany

CRM pRoDuCTS:

SAP CRM

SAP Business All-in-One

SAP Business by Design

SAP Business One

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CuSToMeR FoCuS:

Enterprise and Mid-Size

SeLeCT CuSToMeRS: AMD, Colgate-Palmolive, Phillip-Morris International, LyondellBasell, Pentax Medical




Abt SApFounded in 1972 as Systems Applications and Products in Data Processing, SAP

employs more than 8,500 people in more than 50 countries, and serves more

than 89,000 customers worldwide. SAP Americas is a subsidiary of SAP AG and isheadquartered in Newtown Square, PA.

SAP offers on-demand CRM solutions that are easy-to-use and available on a

subscription basis. SAP CRM was developed to address the unique, end-to-end

requirements for major industries including: Auto, Chemicals, Consumer Products,

Retail, Telecommunications, Professional Services, Public Sector, High Tech, Industrial

Machinery & Components, Media, Utilities, Oil & Gas, Wholesale Distribution.

Abt SAp CRM

SAP CRM – For Large Enterprises

Used by more than ,200 customers world-wide, SAP Customer Relationship

Management (SAP CRM) is part of the SAP Business Suite and includes features and

functions to support core business processes in the following areas: Marketing, Sales,

Service, Contact Center, and E-commerce.

SAP Business All-In-One – For Mid-Size Companies

With the integrated ERP and CRM functionality in SAP Business All-in-One, companiescan streamline and complete a process from end to end. For example, companies

can use CRM functionality to create an opportunity and convert it directly into a quote,

and then later use the ERP functionality to convert it into a sales order – complete with

product, pricing, billing, and delivery.

SAP Business ByDesign – On-Demand Solution, for Mid-Size and Small

This is the fully integrated business management software designed for midsize

companies or small businesses that want the benefits of large-scale business

applications without the need for a large IT infrastructure. It enables preconfigured

process best practices for managing financials, customer relationships, human

resources, projects, procurement, and the supply chain. SAP takes care of installation,

maintenance, and upgrades – so companies can focus on their business, not on IT.




Abt SApSAP BusinessOne – For Small Companies

This is the single integrated business management application for small businesses.

The SAP Business One application integrates all core business functions across anentire company – including financials, sales, customer relationship management,

inventory, and operations. Unlike many other small business solutions on the market

today, SAP Business One is a single application, eliminating the need for separate

installations and complex integration of multiple modules.

SAp Scal CRM Hghlghts

SAP’s social media integration is in it’s fledgling stage, and their contribution to Social

CRM is a sophisticated integration to the micro-blogging service Twitter, and the social

networking page Facebook. Details below:

Twitter Integration & Monitoring. SAP CRM leverages the Twitter API to bring the

service to its customers. SAP CRM users can connect with customers on Twitter, and

SAP’s Business Objects Text Analyzer offers sentiment analysis of conversations in

Twitter. User information from Twitter can be imported to SAP CRM, and converted to

Lead status. Lastly, SAP CRM users can troubleshoot using Twitter, and respond to

distressed customers.

Facebook Integration. SAP CRM users can create optimized community pages on

Facebook through the CRM platform, connecting with customers and fostering brandloyalty and a good rapport.

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www.sagecrmsolutions.com | 8-08-278 | @ActBySages

HeADquARTeRS:

Irvine, CA

BuSiNeSS MoDeL:

On-Premise and Hosted

SoCiAL CRM MoDeL:

Module for CRM Platfrom

oWNeRSHip:

Public (LSE:SGE)

FouNDeD:

1981

CuSToMeR FoCuS:

Mid-Size, Small

SeLeCT CuSToMeRS:

American Building Contractors Inc., Avnet, Citigroup, Endeavor Commerce, GrantThornton, Kenexa Corporation, Legoland, Panasonic, The Seattle Times Co.

CRM pRoDuCTS:

ACT! by Sage

Sage CRM

Sage CRM.com

Sage SalesLogix

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Abt SagDirect, Extensive Integrations. From within the ACT! interface, users can access

social networks like Twitter, LinkedIn, Facebook, MySpace, and YouTube. By

integrating social media with ACT!, customers can develop long-lasting, profitablerelationships so existing customers keep coming back and new customer referrals

keep coming in.

Community Support. The ACT! by Sage website features a forum for platform users

to discuss social media best practices and share tips on executing campaigns and

outreach over specific social networks.

ACT! 2010 Web Information. Customers can view information from a mixture of social

networks and see a complete view of relationship details.

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www.esalestrack.com | [email protected] | 1-8-75-CRM (27)

HeADquARTeRS:

Overland Park, KS

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Private

FouNDeD:

2005

CRM pRoDuCTS:

eSalesTrack*

CuSToMeR FoCuS:

While eSalesTrack services a wide-range of industries, small and medium-sized

businesses with multiple sales channels find eSalesTrack especially easy to manage.

SeLeCT CuSToMeRS: Telecom Inventory, LLC, TJ Properties, Accord Human Resources, NuvoxCommuntications

pRiCe:

All features are included for just $0/user/month.




Abt SalsTrackAfter many failed CRM implementations in a large organization, a frustrated core group

of sales professionals and management put their heads together to create eSalesTrack,

a solution that solved every need inside their company, and thousands of users in other companies since.

Attempting to use everything from internally built sales automation tools, to

spreadsheets to massive “Big Business” CRM rollouts, all ended up failing because the

users found the applications to be a burden rather than a tool. Simple interface with

intuitive functionality is the key to an effective CRM tool and has been the cornerstone

of eSalesTrack since the first version was developed over 7 years ago.

Cstmzabl and Fatr-Rch

Fully customizable to meet the needs of your company, eSalesTrack offers quick access

to any piece of your data. With the most advanced reporting tool available in a hosted

CRM application, eSalesTrack can develop reports on any piece of information you are

looking for.

With collaborative tools like a complete e-mail platform, integrated audio/video

conferencing, and unique tools like the “Funnel Manager”, eSalesTrack delivers a

suite of features that allows organizations to manage and report on any aspect of their customer relationships on a granular level. Let your customer know how much you care

about them, give eSalesTrack a try today.

usr-Cntrc

Many CRM’s promote that their user interface is friendlier than the others yet when

opened, they look like all the others. From the initial page, eSalesTrack stands out as

the most user-friendly applications available on the market today. Seeing is believing.

Expert implementation guidance on the most user-friendly interface available continues

to be the reasons eSalesTrack customers are experiencing CRM success like never

before. By helping develop your internal sales process, assisting in the configuration

and set-up of your customizable application, and providing comprehensive training

to get users started quickly, eSalesTrack will give your users the tool they have been

looking for help them be more successful.




Abt SalsTrackKey Features:

Account Management

Account Roll upActivity Management

Application Programming Interface (API)

Audio and Video Conferencing

Automated Processes

Bidirectional Outlook synchronization

Business Process Automation

Calendaring

Campaign Management

Channel Management

Collateral & Literature Catalogue

Contact Management

Custom Reporting and Analytics

Customer Service & Support

Customizable Dashboards

Dashboards

E-mail Integration

ForecastingLead Management

Lead Routing

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Live Collaboration/Chat

Marketing Automation

Mobile Web CRM

Field-level Security

Online Service Inquiries

Opportunity Management

Order Management

Outlook Integration

Pipeline Management

Product Catalogs

Queue ManagementQuota Management

Quote/Proposal Generation

Sales Analytics

Sales Force Automation

Sales Team Management

Task Management

Territory Management

Time Management

Web Integration

Workflow Process Automation

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www.jivesoftware.com | 1-50-295-700 | @JiveSoftware

HeADquARTeRS:

Portland, OR

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Private

FouNDeD:

2001

CuSToMeR FoCuS:

Mid-sized businesses and large enterprises

SeLeCT CuSToMeRS:

Intel, Nike, SAP, United Business Media, Linden Lab, T, Southern Polytechnic StateUniversity, VMWare, National Instruments

CRM pRoDuCTS:

Jive SBS

SoCiAL CRM MoDeL:

Complete CRM Platform;

integrative with major CRM

platforms

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Abt Jv SftwarJive Software is the global leader in Social Business Software. Built with the best

features of collaboration software, community software, and popular social applications,

Jive revolutionizes how work gets done in the global enterprise. Jive Social BusinessSoftware (SBS) enables businesses to connect and capitalize on employee and

customer conversations. Thousands of customers, including 15% of the Fortune 500,

rely on Jive to solve critical challenges in Marketing and Sales, Human Resources,

Support and Research & Development.

Jive Software also has an extensive number of technology and OEM partners

supporting their product, including Oracle, SAP, and Kana.

Abt Jv Sftwar CRM

Jive Software is the only truly enterprise-scale social business solution on the market.

Jive’s SBS Solutions bundle together performance-enhancing Modules, the core SBS

Foundation, and unparalleled Support and Professional Services—including expert

consultants with a proven approach for creating, launching, and growing enterprise

social business initiatives. These customized combinations deliver powerful solutions

that address your biggest challenges in IT, Marketing, Sales, HR, Government, and

more.

Jive is revolutionary in its recognition of two important enterprise communities: public,

and employee. Therefore, Jive SBS goes beyond Social CRM, and integrates the most

powerful aspects of community software, collaboration software, and social networking

tools to deliver a rich user experience for every type of online community. Business

users can extend their brand’s reach with Jive’s social media management, as well as

collaborate with employees using the platform.

Packages can be custom-fitted to particular verticals with different modules, and all

products are based on the Jive SBS Foundation, which helps all businesses converse

with customers through wikis, blogs, discussion forums, and social networking.




Abt Jv SftwarJv Sftwar Scal CRM Hghlghts

Jive Analytics Module. Users get an enterprise-class reporting and analytics solution

built on the SAP® BusinessObjects™ BI OnDemand solution, featuring extensivedashboards, intuitive reporting, and ad hoc investigation tools. Community managers

can quickly quantify and characterize the growth and success of their communities.

Business users can capture detail around individual behaviors, content, and

interactions to develop a clear picture of community dynamics.

Jive Bridging Module. Only Jive connects the employee community to the

conversations customers and partners are having in public communities. Users

can pull in content from the public community to share with their team. Collaborate

internally on a response, and with a single-click, push that answer back out to the

public community. Employee and public communities, connected.

Jive Community Discovery Module. Uncover engagement and sentiment insights

derived from user-generated content. Create a new set of metrics to start

benchmarking sentiment in a company’s communities as well as across the web.

Users can also quickly drill-down to the details behind the insights for more context.

Jive Video Module. This module streamlines the management of video libraries

and makes it easy to moderate, tag and publish video assets. Users get an intuitive

interface for viewing videos as well as the ability to rate, comment and bookmark

them.Jive Mobile Module. Powered by Jive Mobile, mobile workforces have all the

organizational resources they need right at their fingertips. This module that delivers a

significantly enriched experience with JBS using the BlackBerry and any other device

that offers email access. There is also a native application for the iPhone that enables

road warriors to use their iPhone to do almost everything they can do from their Jive

SBS desktop.

Jive Connects for Microsoft SharePoint. Jive SBS and SharePoint are deeply

connected to take the enterprise to an unparalleled level of productivity. This module

seamlessly integrates the two with unified access, unified search results, unified

activity streams, and unified document management to provide a comprehensive view

of contributions across an organization and inform better decisions as a result.

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www.lithium.com | 1-510-5-800 | @lithiumtech

HeADquARTeRS:

Emeryville, CA

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Private

FouNDeD:

2001

CRM pRoDuCTS:

Lithium Social CRM Suite

SoCiAL CRM MoDeL:

Complete platform; integrative

with major CRM platforms

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CuSToMeR FoCuS:

Small to medium-sized businesses, and large enterprises.

SeLeCT CuSToMeRS: AT&T, Best Buy, Sage Software, Barnes & Noble, Playstation, Verizon, Linksys byCisco




Abt Lthm TchnlgsAt Gamers.com in the late 1990s, Lithium’s founders developed custom message

boards for the very active participants in the online gaming industry. Online gamers

demand novel personalization features and innovation, they probe for securityvulnerabilities, and they use vast amounts of bandwidth. In 2001, Lithium Technologies

was spun-out of Gamers.com and deployed its first forum.

Lithium now provides the leading Social CRM solutions required for building successful

enterprise communities on-demand, including proven forums, blogs, ideas, and a

Social CRM platform. Their philosophy is that client, partner, and community member

participation will most definitely influence the direction of how enterprises empower their

customers, and so they aim to foster successful online communities and connectivity to

CRM systems and the Social Web.

Abt Lthm Scal CRM

Lithium delivers Social CRM solutions to address real business challenges across

the customer lifecycle, and helps enterprises listen to, engage, and support their

customers, as well as increase word-of-mouth marketing, reduce support costs, and

accelerate innovation.

Lithium’s Social CRM platform helps clients outline a clear strategy for engagingcustomers in conjunction with key business processes. Lithium Social CRM also goes

beyond connecting customers to brands social networking platforms like Twitter and

blogs, and offers content management and discovery, and integration with major CRM

platforms like Salesforce.com and Omniture.

Community success requires both technology and careful planning, and Lithium

will help with the ongoing management, moderation, and optimization of clients’

social media campaigns. To address your wide range of needs, Lithium provides a

comprehensive set of community consulting, education, and support services in the

industry.




Abt Lthm TchnlgsLthm Scal CRM Hghlghts

Mobilizing brand advocates requires companies to provide an engaging customer

experience along with ability to see, measure, and act upon social customer behavior from one central place. The Lithium Social CRM Platform seamlessly supports and

strengthens Lithium’s unique set of customer community applications to provide

reputation and profile management, workflow, and connectivity with CRM systems and

the social web. Features include:

Reputation Engine. A ranking engine that determines rank through dynamic,

customer-defined formulas that take into account behavioral metrics that users exhibit

in a community, from amount of time spent online to the number of messages they

post. Lithium customers can also customize behavioral factors.

Lithium Mobile. Customer community platforms that are optimized for web-enabled

mobile devices.

Social Web Connect. A platform that allows Lithium clients to participate in

conversations with customers over various social networks, for the purpose of

enabling customers advocates to promote, innovate, and support on the brand’s

behalf.

Command Center. Dashboards providing an integrated view of the health of your

communities, including alerts from customers and ROI metrics.

Lithium Content Discovery (LCD). LCD offers an industry-leading, scalable solutionto classify and moderate user-generated content (UGC). LCD Leading safeguards

brands, advertisers, and members against online threats and publishers can use

LCD to effectively harvest their community, leading to higher engagement and

monetization.

Content Connect. Lithium enables content integration either through simple

configuration or through more robust application programming interfaces (APIs).

Furthermore, Lithium offers widgets, RSS feeds, and more for content and Single

Sign-On (SSO) integration.

CRM Connect. Connecting Lithium communities with CRM systems will enhance

the customer experience. Lithium’s integration with leading CRM applications like

Salesforce.com and RightNow Technologies allows customers to rapidly deploy social

communities and embrace customers and prospects.

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www.batchblue.com | 1-888-02-282 | [email protected] | @batchblue

HeADquARTeRS:

Barrington, RI

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Private

FouNDeD:

200

CRM pRoDuCTS:

BatchBook

SoCiAL CRM MoDeL:

Complete platform

*

CuSToMeR FoCuS:

Small businesses.

SeLeCT CuSToMeRS: Kidoinfo.com, Coast, ecocard, Brickfish.com, Arbonne Health & Wellness Products




Abt BatchBlBatchBlue was created with one goal in mind: to create useful, user-friendly software

for small businesses. The software is especially designed for businesses that have:

a limited budget or IT staff.to track contact information about their customers and any points of contact that the

business has with a customer (phone calls, e-mails, purchases, returns, reservations,

etc.).

a need to collect industry and business specific information about their customers

that can’t be handled by basic e-mail management software.

the desire for an easy-to-use system with excellent customer support.

Abt BatchBk CRM

BatchBlue’s flagship CRM product is BatchBook: the CRM that knows the business of

social.

BatchBook allows you to keep track of your business, personal, and social networking

contacts and share them with the rest of your team. You can create a flexible, easy-to-

use contact database from scratch, or import your contacts from an existing system.

In addition to standard contact information, you can use SuperTags to create custom

fields you’ve added yourself to capture the information that’s important to you (such as

customer information, personal details, or social networking profiles).

BatchBk Scal CRM Hghlghts

Contact Management. BatchBook’s Contacts tab offers a variety of filtering options

and powerful batch actions so you can efficiently manage your network.

BatchBox. With BatchBox email forwarding, users can send emails directly to

BatchBook. BatchBook will automatically store the email as a Communication, attach

it to the relevant contacts (and create a new contact, if needed), and retain any

attachments.

SuperTags. A SuperTag is a tag with a lot more power, and by turning an ordinary

tag into a SuperTag, users can group contacts together and create custom fields for

only those contacts. Choose from different field types, including text, number, yes or

no, phone number, email address, website, date, recurring date, multiple choice and

even RSS feed. Every SuperTag field is searchable through BatchBook’s powerful

advanced search.

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Abt BatchBlSocial Media Monitoring. Using the Social Media SuperTag, users can enter

information such as Twitter usernames, blog feeds and LinkedIn profile URLs (plus

many others!) on a contact record. Contact record will thereafter show not only linksto social networking profiles, but the last three tweets, last three blog posts, and

a LinkedIn summary will appear alongside the person’s contact information and

communication history, giving you a more holistic view of their social networking

activity.

Lists & Reports. BatchBook’s Lists & Reports allow users to build a list from all

contacts, an advanced search or tags to better manage contacts. Use a list to easily

generate mailing labels, export, or back up data, or create customized, printable

reports from contact data.

Web Forms. BatchBook web forms fill data-gathering needs, whatever they may be.

Customizable web forms capture the information needed from websites, and adds it

directly into the BatchBook account.

Third Party Integration. BatchBook partners with some like-minded software

companies such as FreshBooks, MailChimp and Shoeboxed to provide access to a

full suite of small business tools and services right from a BatchBook account.

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www.helpstream.com | 1-50-05-800 | @helpstream

HeADquARTeRS:

Mountain View, CA

BuSiNeSS MoDeL:

Hosted

oWNeRSHip:

Private

FouNDeD:

200

CRM pRoDuCTS:

Helpstream

SoCiAL CRM MoDeL:

Complete platform; integrative

with Oracle On Demand and

Salesforce.com

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CuSToMeR FoCuS:

Small to medium-sized businesses, and large enterprises.

SeLeCT CuSToMeRS: Marketo, Toshiba, Autonet, Cedar Valley Corp., Infusionsoft, Johns Hopkins Medicine,Divitas Networks, The University of Georgia




Abt HlstramAbt Hlstram CRM

Helpstream is the world’s first truly social customer service and relationship

management system. Combining advanced social Web technologies with robustcustomer service workflows, Helpstream delivers a modern, comprehensive customer

engagement platform. Helpstream is 100% Software as a Service (SaaS), so

deployment is fast, easy and affordable. Helpstream has over 100 customers in various

industries including high tech, government, healthcare, financial- and professional-

services. Helpstream enables companies to engage their customers over the web

to more effectively resolve issues and answer questions. By enabling customers

to establish two way communications with experts in the community and within the

company, Helpstream facilitates deeper customer relationships.

Hlstram Scal CRM Hghlghts

Delivered as a convenient on demand application, Helpstream is designed for both

customer service representatives and the people they support - customers and

employees who are trying to solve a problem, often on their own or in collaboration with

others. Helpstream can be deployed as an integrated complement to existing systems

or completely replace the platform currrently in use.

With its comprehensive service desk and customer service portal features, Helpstreamcovers all customer service requirements in a single system. But what really sets

Helpstream apart are the innovations that drive time sensitive, intelligent issue

resolution for both service representatives and users of the customer service portal.

Helpstream’s social engagement tool is the Helpstream Community Module. Highlights

include:

Useful Community Answers. Community members subscribe to categories of

questions and receive automatic notification whenever someone asks a question

corresponding to his or her area of expertise. Community answers can be easily

converted to solution articles. That means less work creating solutions and more

information available quickly to your customers. They can also be added to the

service request record just like any other knowledge base article.

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Abt Hlstram Automatic Data Capture. Helpstream automatically captures valuable information

about problems that customers experience with products and alerts the right people.

Ultimately, Helpstream users get deep, actionable insight into the customer experiencewhich can be used by everyone in the company to improve the user experience and

delight customers.

Robust Social Profiles. Individual user social profiles let community participants

identify who they are, what they’re interested in, and what they’re good at. Complex

social profiles allows Helpstream users to track competencies, interests, knowledge,

roles, and track in the community and leverage across their business.

Influencer Identification. Participants receive scoring based on the level of their

participation and the reactions of others to that participation. Scoring incents more

participation and enables users to identify their most valuable community members

for further nurturing and discussion. This ability to locate and leverage expertise in a

customer community is absolutely critical for success in the modern social Web world,

and it’s all enabled with Helpstream.

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Documents

Top 10 Social Crm