Você está na página 1de 14

Customer Relationship Management Package (CRMP)

COMPANY CONTACT TOLL FREE PHONE FAX


ABC Technology John Doe (800) 555-1212 (800) 555-1212 (800) 555-1212

ADDRESS 234 Main Street


Washington, DC 20005

EMAIL WEBSITE

johndoe@abctech.com
http://www.abctech.com

Background
YEARS IN BUSINESS NUMBER OF EMPLOYEES UNITS SOLD 12 MONTHS TOTAL USER BASE LANGUAGES AVAILABLE SUGGESTED INTEGRATORS LIST OF RESELLERS
15 215 1,346 1,000 English (US) Contact vendor for a list. Contact vendor for a list.

PRICE SINGLE USER Contact vendor for


details.

SOFTWARE LICENSE

Contact vendor for details.

Business Functions
Contact Management Account Management Sales Management Time Management Telemarketing/Telesales Customer Service Marketing Lead Management Business Intelligence PRM Knowledge Management e-Business User Friendliness

Evaluation of Business Functions


! ! ! ! ! ! ! ! ! ! ! !

LIMITED

GOOD

STRONG

Customer Relationship Management Package (CRMP)


Overview
CRMP v. 3.0 is a customer relationship management solution that offers contact management, sales management, time management, telemarketing, marketing, business intelligence, PRM and knowledge management features. CRMP v. 3.0 is Web-based and runs on any client operating system that supports Netscape 4.0 or greater and Internet Explorer 4.0 or greater. The server runs on MS-Windows NT. CRMP also supports Oracle, MS-SQL and MS-Access Jet.

Customer Relationship Management Package (CRMP)


Contact Management
Contact Profile

Good
Ability to view all contacts in a pick-list format with the ability to filter contacts into active, personal or inactive contact groups. Ability to track contact information such as address, title, phone numbers, contacts assistant and Email. Ability to filter contact profiles by any field via the Profile feature. Ability to add new contact and delete/edit existing contact information such as To-dos, appointments, accounts, events and deals with a mouse click. Ability to launch an Email application or Web browser via a hyperlink. Ability to send a mass email message to a number of contacts via the Communicate menu option. Ability to create an unlimited number of user-defined views via the New Field button. Not available with current release. Ability to track events related to a contact via the Events listing in a contact profile with pre-defined fields for date, type, description, deal and identity of person entering the information. Ability to access documents (in a browse list view) related to an event via the paperclip icon.

Organization chart Contact history

Account Management
Account Information

Limited
Ability to view accounts in a browse list format with drill down ability for further detail, such as name, Website address, industry, contacts and last event. Ability to access information concerning the account such as appointments, deals, To-dos, accounts and events. Ability to attach MS-Word documents to an account and access such documents via the Notes field. Ability to create a hyperlink to www.Quote.com for tracking the stock price of the account. Ability to use pre-defined and user-defined profiles (filters) to sort and choose which contacts are to be displayed in the account profile. Not available with current release. Ability to customize fields to create business relationship related fields. Not available with current release. Ability to customize fields to create plans and steps for an account. Ability to access outstanding activities related via the To-do list and Appointments field within the Account Detail screen. Ability to drill down on each activity for further details such as date, description, deal, assigned to and due by. Not available with current release. Vendor claims ability to integrate with third party packages. Not available with current release. Vendor claims that the user has the ability to define a URL link to integrate with an external Web-based order tracking system. Not available with current release. Ability to integrate with MS-Word. Not available with current release. Ability to integrate with MS-Word.

Business relationships

Account planning tool

Activity history

Order entry

Order history

Sales contract generation Proposal generation

Customer Relationship Management Package (CRMP)


Sales Management
Opportunity management

Good
Ability to view deals (as opportunities) in a browse list format with details such as account, description, contact, date, time, sales stage, size, rating and probability of close. Ability to filter to sort and view deals by specified criteria. The detail view allows a user to see how the deal is moving through the pipeline over a period of time via a line chart or via the Lead Screen. The Lead Screen consists of a series of concentric circles, with an indicator. The closer the indicator is to the bullseye center, the greater the probability is for closing the deal. Ability to generate a sales stage report on various deals and analyze average days to close, deal stages, closing probabilities, historical sales pipeline snapshots, stage to stage analysis and deal fallout per stage. Ability to graphically show sales pipeline stages via the Lead Screen. Not available with current release. Ability to add/delete new territories, assign territories by city, state, zip code, region, industry, related accounts, contacts, etc. Ability to assign sales representatives to one territory or a group of territories and specify access rights. Ability to perform territory realignment using a reassign territory wizard that enables merging and reassignment of territories based on pre-defined or user-defined profiles. Ability to create pre-defined or user-defined reports on To-do activities, deals, accounts, contacts and appointments based on criteria such as revenue, territory, priority, date, time and status. Ability to roll-up data by territory-related criteria. Vendor claims ability to customize roll-up by other criteria. Ability to graphically show the contacts address on a map via the map icon with an Internet connection to a third party Website (e.g., Yahoo maps). Ability to post sales tips and conduct keyword searches for particular sales tips within the Bulletin Board feature. Not available with current release.

Sales cycle analysis

Sales metrics Territory alignment/assignment

Activity reporting

Automatic roll-up

Mapping tools

Sales coaching

Expense reporting

Time Management Tools


Calendar

Strong
Ability to access a built-in day/week/month/year calendar. Ability to create appointments or To-do activities. Conflicts in a schedule will lead to a red colorization of the activities in question. An icon of a pencil indicates a To-do activity. Ability to integrate with MS-Outlook and to synchronize bi-directionally. Ability to schedule an event such as a To-do, appointment, meeting, Email, fax and call within the built-in calendar and also attach free-form public and private notes. Ability to schedule an event and assign the event to a group of users via an easy-to-use drop-down menu. Ability to view the calendar of other users to identify possible schedule conflicts. Users that are scheduled for an event will be notified of the event by a blinking Whats Up icon.

Single user scheduling

Group (multi-user) scheduling

Customer Relationship Management Package (CRMP)


Task lists Ability to create To-do activities via the new button on the screen and to assign the activity to individual users as well as a group of sales representatives. Ability to view To-do activities in a browse list format with description, account, deal, contact, time, date, etc. Not available with current release. The package has a Whats Up icon which indicates to the user that there are pending To-do activities, appointments, new/changed deals and changed Websites upon logon to the system. Limited Email capability. Ability to send Email messages via the Communicate Wizard. The package cannot receive Email messages and save such messages. Ability to integrate with any SMTP compliant Email system. Ability to send faxes via the Communicate Wizard. Ability to save a fax record in the deal, contact or account profile. Ability to also integrate with WinFax. Ability to attach free-form notes to any contact, account, lead, deal, activity and calendar. All notes are automatically time/date stamped. Ability to attach both public and private notes via the calendar feature. All activities, notes, accounts, contacts, deals, leads, Email and faxes are automatically time/date stamped.

Tickler/alarm

Electronic mail

Fax

Notes

Transaction log/ audit trail

Telemarketing/Telesales
Call list assembly

Limited
Ability to create call lists by selecting the call type in a To-do activity. Ability to assign calls to individuals and groups of sales representatives. Ability to filter calls by using a user-defined call filter to sort and view only the call type details such as time, date, account, contact, deal etc. Ability to generate call lists and to associate calls to accounts, contacts and deals. Ability to assign calls to individual users and groups of users. Ability to record call details in a free-form note format and schedule callbacks. Not available with current release. Ability to record a call by clicking the done button on the call details screen and to open-up a new event screen which allows the user to take free-form notes on the call, as well as input the time, date, status and type of the call. Not available with current release. Ability to automatically dial a phone number by clicking on a phone number, which will launch any integrated third-party TAPI application.

Call planning

Scripting Call recording

Call statistics/reporting Auto-dialing

Customer Service
Incident assignment Incident escalation Incident tracking

Limited
Ability to assign a deal-related event to another sales rep via drag and drop. Not available with current release. Ability to track deal-related events via key word searches via the Search option. Vendor claims ability to define a URL link to integrate with an external Web-based incident tracking system.

Customer Relationship Management Package (CRMP)


Incident reporting Order management Not available with current release. Not available with current release. Vendor claims ability to define a URL link to integrate with an external Web-based order status and tracking system.

Marketing
Product/Price configurator

Good
Not available with current release. Vendor claims ability to integrate with a third-party package. Ability to access pre-defined fields for advertising, direct mail, seminar, Website, trade show, cold call and Email associated with marketing campaigns. Ability to create an unlimited number of user-defined fields. Ability to associate a marketing campaign with a deal, account, contact or an opportunity. Ability to create a pie chart diagram showing the percentage of tasks completed. Ability to post, retrieve and update marketing materials in the Bulletin Board screen (designed to appear in a bulletin board-like format). Through the Bulletin Board screen, marketing presentations, competitive analyses, etc. can be shared with other sales representatives. Ability to integrate with third-party Web-based marketing encyclopedias for additional functionality. Limited ability to track special events. Ability to schedule new events such as a seminar/meeting and attach various contacts, accounts and sales representatives to them. Ability to use the built-in Communicate Wizard to write letters and perform mass mailings and to associate them with contacts, accounts, deals, To-dos, etc. Ability to integrate with a third-party word processor such as MS-Word, WordPerfect, etc. Ability to use the built-in Communicate Wizard to perform mail merge via a third-party word processor such as MS-Word, WordPerfect, etc. Ability to create labels and envelopes using the Communicate Wizard which integrates with a third-party word processor such as MS-Word and WordPerfect to accomplish this task.

Campaign management

Marketing (media) encyclopedia

Special events tracking

Letter writing capabilities

Mail merge

Label creation

Lead Management
Enhancement

Limited
Vendor claims ability to define a URL link to integrate with an external Web-based application for lead data. Vendor claims open architecture to integrate with any package. Not available with current release. Ability to customize fields with qualifying criteria. Not available with current release. Ability to customize fields for scoring and prioritization criteria. Ability to manually assign leads to sales rep via the Reassign Wizard. Ability to track leads (deals in the lead stage) by keyword searches in Search option.

Qualification

Prioritization

Routing Tracking

Customer Relationship Management Package (CRMP)


Business Intelligence
Pre-defined queries

Good
Limited pre-defined queries available to query information for accounts, contacts, leads, deals, appointments, To-dos, etc. Ability to generate unlimited user-defined queries on accounts, contacts, leads, deals, appointments, To-dos, etc. Queries can be generated on various userdefined criteria such as date, time, account, contact, projected closed date, revenue, status, probability of close, stage of deal, etc. SQL code can be viewed for all of the queries and reports. Limited forecasting tools available. Ability to view revenue expected from leads and deals via the reports and the graphical tool, Lead Screen. Ability to also view the pipeline analysis for leads and deals via pre-defined graphical reports. Ability to export the data to any third-party forecasting/planning tool. Graphical tools such as pie and bar charts are available via the Lead Screen and via the Reports function. Not available with current release. Not available with current release.

Ad hoc query generator (query by example)

SQL generator/capability Forecasting/Planning tools

Graphical or Statistical modeling Tools Portal Dashboard interface of key indicators Alert/Alarm capabilities Pre-defined reports

Not available with current release. Ability to generate various informational and analytical reports. Informational reports available are the contact list, account list, calls list, deals list and revenue from various deals, accounts, etc. Reports which help to analyze the effectiveness of marketing programs (e.g., average days to close, deal stages, closing probabilities, pipeline snapshots, deals fallout per stage, etc.) are also available for analysis. These reports can be generated in HTML format or they can be exported to a third-party reporting tool. Ability to generate unlimited user-defined reports on various fields such as territory, time, date, revenue and status for accounts, contacts, deals, To-dos, appointments, etc. Reports can be generated in HTML format or they can be exported to a third-party reporting tool.

User-defined reports

Partner Relationship Management (PRM)


Channel program management

Good
Ability to access and update account information, company database and channel program-related documents via a password on a standard Web browser. Ability to set up access rights to any information within the company database. Ability to access and update opportunity information related to the sales channel program via a password on a standard Web browser. Ability to access to existing pre-defined and user-defined reports via a password on a standard Web browser. Ability to access sales management tools such as sales methodology, sales process via a password on a standard Web browser.

Opportunity management

Reporting capabilities

Sales management

Customer Relationship Management Package (CRMP)


Marketing Ability to access marketing information related to the sales channel program via a password on a standard Web browser. Ability to access lead management tools via a password on a standard Web browser. Ability to create a customized lead profile for a sale channel partner for Internet access. Not available with current release.

Lead management

Product/price configurator

Knowledge Management
Information feeds

Limited
Ability to create links to news Websites to query information in Lycos. Ability to create a customized page with a list of news items shown on the third party Website (e.g., Lycos screen). Ability to attach HTML files from information feeds to contact, account, event profile, etc. Not available with current release. Ability to keep track of competitor information via the built-in URL-monitoring feature that informs a user of any change in the competitors Website. Ability to also monitor changes to Websites based on user-defined keywords.

Information attachment

Inference engines Competitive information

E-Business
Personalization Content management Storefront Order/transaction processing Cross-selling Customer self-service Analysis and reporting

Not available with current release.


Not available with current release. Not available with current release. Not available with current release. Not available with current release. Not available with current release. Not available with current release. Not available with current release.

Customer Relationship Management Package (CRMP)


Technical Features
Workflow Process configurability CRMP includes tools to facilitate teamwork and work flow, including the ability to add/modify deal stages, assign to do items to other sales team members, create group appointments, and notify other team members of changes/events via Whats Up notifications. Also add new custom fields or modify/inactivate fields. Customize which fields are required. Designate default values for fields where appropriate. Changes to deal/opportunity information, appointments, to do's, and other events cause affected system users to be alerted to the change in real-time. A flashing "What's Up" icon makes sales people immediately aware that action is needed. Tasks and events can be assigned (or reassigned) to other sales team members.

Alerts/Notifications

Task Reassignment Specifications Operating systems supported

Client O/S: any O/S that supports Netscape 4.x or greater, or IE4.x or greater; Server O/S: Windows NT. Palm and MS-Windows CE. Any network operating system which supports TCP/IP.

Handheld platforms supported Network operating systems supported Scalability Users per application server

3 - 1000+ users. 40 concurrent connections per app server (translates to many more users per app server, because HTTP connections are non-static). COM/DCOM and HTTP APIs are available. SQL database access is available. Integration with MS-Outlook and Palm. CRMPs HTTP API and COM/DCOM interfaces allow for the integration of CRMP data with other applications. Java, JavaScript, HTML, DHTML, C++.

ERP integration Point solution integration

Software programming language(s) used for development Software architecture

CRMP is 100% Web-based from the ground up. Multi-tier architecture: browser (Netscape or MS Internet Explorer) as thin client, Web server and application logic as middleware, ODBC compliant database. November 1999. 1998 client platform: any; server platform: Windows NT.

Current architecture release date First software release date and platform(s) Last software release date and platform(s) Minimum hardware requirements for Client

1999 client platform: any; server platform: Windows NT.

Same requirements for running Netscape 4.x or IE 4.x Web browser software on the particular O/S.

Customer Relationship Management Package (CRMP)


Minimum hardware requirements for Server Toolkits used in software development and customization Database servers directly supported OLE support Client DBMS supplied with package ODBC compliant (Open Database Connectivity) Client to server synchronization Server-to-server database synchronization supported Client-wireless synchronization options supported Portal technology interface Thin-client support Source code available Source code included with package Security features Pentium II 350Mhz; 128MB RAM; 250MB disk space; 600x800 resolution.

Java, JavaScript, HTML, DHTML, Visual C++, IIS.

MS-Access Jet Engine, MS-SQL Server, Oracle on Solaris Unix.

COM/DCOM APIs available. Not available with current release.

Yes.

Third-party synchronization utilizing Intellisync technology. Database synchronization is supported by RDBMS vendors (standard database link or parallel server functionality). Automatically supported if wireless access to the internet/intranet where CRMPs Server is connected is available. Not available with current release. CRMP is 100% Web-based from the ground up. Not available with current release. Not available with current release.

SSL provides secure communications over the Internet. Territories are used to group related accounts, contacts, and deals and to designate sales team members who have the responsibility to manage and track business taking place within the territory. Multiple access levels and types are provided. Userdefined roles can be defined in CRMP's Web-based administration tools. MS-Office applications.

Office productivity packages integration Bi-directional Integration with Groupware platforms

Ability to integrate with any SMTP compliant mail server.

Customer Relationship Management Package (CRMP)


User-Friendliness/Support
Help function Help menu Detailed help menu available in an MS-Windows-style format and in HTML format to show links wherever available. Available by pressing help button on the screen. Detail error messages available via a pop-up window format.

Strong

Context-sensitive help Detailed error messages Training Range of available options

Live Web-based User training. Automated Guided Tour for Users. Automated Guided Tour for Administrators. Classroom training for Administrators. Call vendor for further details. Range of options available; dependent on class size and specific customer requirements. Call vendor for further details.

Training charges

Support On-site support Phone support Toll-free number Technical and user Documentation Web, bulletin board, online forums Maintenance/Support Charges Software warranty period Sales Engineer and Business Partners. Call vendor for further details. (800) 555-1212 Call vendor for number. Users Quick Reference Card; Users Guide; Administrators Guide; Installation Checklist; Developers Guide. Email support available.

Annual support and upgrade cost is based on a percentage of retail license value: At time of purchase or prior to expiration: 18%. 90 day warranty, 30 day free Email and telephone support.

Customer Relationship Management Package (CRMP)


Reviewers Comments:: :

CRMP v. 3.0 is customer relationship management solution that offers strong features in contact management, sales management, time management, along with good features in telemarketing, marketing, business intelligence, PRM and knowledge management. CRMP v. 3.0 is a 100% Web-based enterprise solution that gives a user the flexibility to access the software from any computer that supports Internet connectivity via a browser. CRMP also offers application service provider support. The user can leverage HTML and Java-based features such as the use of frames (division of browser screen into windows), frequently-used function buttons (e.g., logon/logoff, communicate import /export / preferences, etc.), customizable background and hyperlinks. The software also has a unique Lead Screen feature that helps a user keep track of the revenues expected from all the leads/deals associated with the various contacts/accounts. The Lead Screen displays the information in a very easy-to-view graphical format where text is displayed as a hyperlink so that the details of that lead/deal or account/contact can be accessed by a simple mouse click. The Lead Screen also features a diagram of a series of concentric circles, with an indicator showing how close the deal is to closing. The closer the indicator is to the bullseye center, the greater the probability is of closing the deal. CRMP v. 3.0 opens each session with a Tip of the Day screen a daily tip on using the software more effectively. The user can access the Whats Up screen, which provides a Whats Changed and Whats New alert to display the To-do activities and appointments scheduled, along with new and changed deals. The Whats Up feature can also indicate that certain information on competitor Websites or on other Websites has changed. The user is able to filter notification of Website changes by establishing keywords for notification. CRMP v. 3.0 can also generate reports for the analysis of a marketing programs effectiveness. Reports such as average days to close, deal stages, closing probabilities, pipeline snapshots and deal fallout per stage can be presented in an easy-to-understand graphical or HTML format. The contact management features are good. One useful feature is the ability to filter contacts into active, personal or inactive contact groups. The user can also graphically show the contacts address on a map via an Internet hyperlink to a third-party Website (e.g., Yahoo maps). Sales force management functions include the ability to assign territories by criteria such as city, state, zip code, region, industry, related accounts and contacts. The time management tools include a built-in calendar with day/week/month/year views with bidirectionally synchronization with MS-Outlook. The Communicate Wizard provides for the sending of Email messages and faxes to other users or clients. Telemarketing/Telesales functions include the ability to create call lists by selecting the call type in a To-do activity. Marketing features include the Bulletin Board screen, a message board feature in which all users can post marketing presentations, competitive analyses, queries, etc. and exchange information. Reporting capabilities support the generation of reports in HTML format.

Customer Relationship Management Package (CRMP)


PRM functionality is available. However, channel program management must be customized. There is no screen with specific channel program data accessible only for a channel partner. An ID and password can be assigned to a sales channel partner for access to the sales channel information in the company database. Access rights can be set up to permit certain users to change information in the database. Knowledge management functions include the ability to create links to news Websites to query information in Lycos, thereby creating a separate Lycos screen with a list of desired news items as an information feed. The solution also has the ability to attach any news item as an HTML document to a contact, account or event profile. CRMP v. 3.0 is a fairly user-friendly package primarily because of its Web-based features. However, the program is limited in account management, customer service and lead management by its lack of built-in features. The package furthermore lacks an E-business module.

Customer Relationship Management Package (CRMP)


Strengths: Time management Contact profile Account information Opportunity management Territory alignment/assignment Call list assembly Sale cycle analysis Pre-defined reports Weaknesses:: Limited account management Limited customer service Limited knowledge management Limited lead management Limited special events tracking Lack of order entry Lack of expense reporting Lack of call statistics/reporting Lack of scripting Lack of product/price configurator Lack of sales metrics Lack of sales coaching Lack of portal Lack of dashboard Lack of organization chart Lack of E-business module :

Você também pode gostar