The Top 15

At the DCI CRM Conference & Exposition held in February at McCormick Place in Chicago, Barton Goldenberg, president of ISM, praised the following 15 companies “that offer the best, most comprehensive CRM software functionality tested to date.” The winners scored highest in 145 different selection criteria, including 91 business functions, 36 technical features and 18 user-friendly/support features.
Note: All stock quotes below are from February 23, 2001.
CRM product: Applix iEnterprise v. 8.0
Company: Applix Inc.
Company founder: Jit Saxena
Incorporated: 1983
CEO: Alan Goldsworthy
Company headquarters:
112 Turnpike Road
Westboro, MA 01581
508/870-0300
Website: www.applix.com
Product description: Applix iEnterprise is an iCustomer Relationship Management solution that offers organizations the ability to manage and analyze customer data, as well as provide a collaborative solution that extends access of this data to customers, employees and partners. Companies can run their entire enterprise from a central site, enabling users around the globe to quickly and easily access corporate information using an Internet browser.
Market served: Large corporations in financial services, telecommunications, government and manufacturing.
Typical clients: Motorola, Pfizer and Reuters.

CRM product: SalesLogix 2000 v. 4.02
Company: Interact Commerce Corporation
Company founder: Pat Sullivan
Founded 1996
CEO: Pat Sullivan
Company headquarters:
8800 N. Gainey Center Dr., Ste. 200
Scottsdale, AZ 85258
480/368-3700
Website: www.interactcommerce.com
Product description: According to the company, SalesLogix is a leading mid-market CRM solution that embraces Windows, Web and wireless technologies to provide critical access to customers any time, anywhere, using any device. With both big and small organizations, this solution will help grow businesses by integrating your front- and back-office systems, creating and managing online storefronts, and collaborating with customers over the Internet.Market served: Interact Commerce, which was formerly SalesLogix, makes sales automation, e-commerce and customer service software, mainly for midsize companies.
Typical clients: Lucent and Deutsche Bank

CRM product: Clarify eFrontOffice v. 10.0
Company: Nortel Networks
Founded 1982
CEO: John A. Roth
Company headquarters:
8200 Dixie Road, Ste. 100
Brampton, Ontario L6T 5P6 Canada
905/863-0000
Website: www.nortelnetworks.com
Product description: Clarify eFrontOffice application integrates, consolidates and routes information from every customer contact, converting a call center into a commerce center. According to Nortel, Clarify eFrontOffice consolidates customer touch points, incorporates email response management and provides a single view into integrated self-service and self-sales portals to eliminate the typical barriers that separate a company’s electronic business activities from its front office. With Clarify eFrontOffice, any of Nortel Networks’ Clarify family of applications can be run from within industry-standard Web browsers.
Market served: Nortel Networks is a global Internet and communications leader with capabilities spanning Optical Internet, Local Internet, e-Business and Personal Internet. It is a leader in fiber-optics systems for high-capacity data and voice networks that flourishes by buying into computer telephony, customer relationship management software and e-business software and services, and uses acquisitions to stay technologically ahead of its competitors.Typical clients: Large and small service providers and carriers, including local telephone service, long distance and international services, global professional services, wireless solutions, data, IP networks and internet, optical networks, video networks, cable media solutions, utility networks, onsite service provider solutions and personal Internet.

CRM product: eCMS
Company: Oncontact Software Corporation
Company founder: George Kofman
Founded 1985
CEO: George Kofman
Company headquarters:
W67 N222 Evergreen Blvd., Ste. 212
Cedarburg, WI 53012
262/375-6555
Website: www.oncontact.com
Product description: CMS is a CRM application suite for mid-market companies designed to offer full sales, marketing and customer service functionality, uniting the entire front office under a single application suite where sales, marketing and customer service professionals can communicate and collaborate.
Market served: Oncontact helps companies manage their customers and can provide sales, marketing and customer service professionals with the tools they need to streamline communication and increase productivity, making it easier for your company to take exceptional care of your customers.
Typical clients: Johnson & Johnson, Sears, Blue Cross-Blue Shield and Summit Bank.

CRM product: Onyx 2000
Company: Onyx Software Corporation
Company founder: Brent R. Frei
Founded 1994
CEO: Brent R. Frei
Company headquarters:
3180 139th Ave. SE, Ste. 500
Bellevue, WA 98005-4091
425/451-8060
Website: www.onyx.com
Product description: Onyx 2000 is an enterprise-wide solution for succeeding in the Internet Economy. This solution allows companies to sell directly to customers via the Internet, give their sales team the tools they need to close business and improve partner productivity, respond quickly to customer requests and create a consistent customer experience enterprise-wide.
Market served: Onyx makes Web-based customer management tools that link marketing, sales, technical support and other customer-centric corporate processes.
Typical clients: Firstworld Communications, Matsushita and Singapore Press Holdings.

CRM product: Vantive Enterprise v. 8.5
Company: PeopleSoft Inc.
Company founders: Dave Duffield and Ken Morris
Founded mid-1980s
CEO: Craig Conway
Company headquarters:
4460 Hacienda Dr.
Pleasanton, CA 94588-8618
925/225-3000
Website: www.peoplesoft.com
Product description: Vantive Enterprise, as part of a complete BEA eLink solution, leverages the strength of the enterprise-grade BEA eLink Platform to provide a robust and scalable business solution that can be rapidly implemented and easily maintained. The BEA eLink Adapter for Vantive Enterprise enables customers to integrate their customer relationship management applications with key processes, platforms and other back- and front-office applications from the Web to the mainframe. They also can rapidly integrate with other businesses to capitalize on business-to-business e-commerce opportunities with the speed and reliability required to succeed in today’s time-to-market-driven Internet economy.
Market served: PeopleSoft’s software addresses such tasks as accounting, manufacturing, supply chain and human resources. A considerable balance of PeopleSoft’s revenues has swung toward maintenance and consulting services.
Typical clients: GTE, Cybercash, Novell and Alta Resources.

CRM product: Pivotal eRelationship 2000
Company: Pivotal Corporation
Company founder: Keith Wales
Founded 1996
CEO: Norm Francis
Company headquarters:
224 W. Esplanade, Ste. 300
North Vancouver, British Columbia V7M 3M6
Canada
604/988-9982 or 1-888-275-7486
Website: www.pivotal.com
Product description: Pivotal eRelationship is a customer relationship management solution that enables your front-office employees in sales, marketing and customer support and services to manage relationships with customers and partners. The application tracks and consolidates all of the customer data within your organization. It mobilizes your entire enterprise around your customer in order to pursue long-term growth and profit; connects with customers through the Internet; and captures vital information about their requirements, preferences and problems.
Market served: Makes CRM software that creates XML-based networks, pulling together e-commerce, customer relationship and collaborative services. It allows customers to share information for targeting prospects, building marketing campaigns, forecasting sales and tracking orders.
Typical clients: Ericsson, KPMG and NEC.

CRM product: e-Point 5
Company: Point Information Systems
Company founder: Galen Bales
Founded 1989
CEO: Dieter Schneider
Company headquarters:
65 William Street, Ste. 150
Wellesley, MA 02481
781/416-7900
Website: www.pointinfo.com
Product description: e-Point offers solutions for contact centers, partners, face-to-face sales (link to mobile) and self-service. Linking customers, staff and partners into your organization, e-point CRM hub provides the core intelligence and enables seamless integration with key back-office systems.
Market served: Develops the enterprise relationship solutions that enable organizations to link sales, marketing, customer service and back-office functions.
Typical clients: AGF, Allianz, WWK, YKB, Dah Sing Bank, Deutsche Bank, Newton, OUB, Virgin Mobile, MobiLink GSM, New T&T, Pacific Internet, Torch Telecom, Brann, CitiPower, Hays DX, NFIB, Primagas and UCMS.

CRM product: Remedy CRM Solutions Suite
Company: Remedy Corporation
Company founders: Larry Garlick and Dave Mahler
Founded 1990
CEO: Larry Garlick
Company headquarters:
1505 Salado Dr.
Mountain View, CA 94043-1110
650/903-5200
Website: www.remedy.com
Product description: Remedy’s suite of customer relationship management (CRM) solutions provides a vital communication link across an enterprise to help focus on customers’ and prospects’ higher-level needs and goals.
Market served: Used by companies to track and resolve support requests and technical problems in network and Web-based computing environments.
Typical clients: Autodesk, eBay, NIKE and 3M.

CRM product: mySap CRM 2000
Company: SAP AG
Company founders: Dr. Hasso Plattner and Dietmar Hopp
Founded 1972
CEOs: Henning Kagermann and Hasso Plattner
Company headquarters:
Neurottstrasse 16
69190 Walldorf
Germany
Website: www.sap.com
Product description: mySap CRM provides a unique collection of applications that help your company become customer-centric and more efficient, including operational CRM applications, analytical CRM applications and collaborative CRM applications. These help users integrate front-office interaction and back-office fulfillment, synchronize customer interactions across all channels, and work more closely with customers, suppliers and business partners.
Market served: SAP has entered the market for front-office software, with hosted third-party applications for marketing, sales and customer support.
Typical clients: Chevron, Microsoft, Sony and GM.

CRM product: Siebel Sales 2000
Company: Siebel Systems Inc.
Company founders: Thomas Siebel and Pat House
Founded 1993
CEO: Thomas Siebel
Company headquarters:
1855 South Grant St.
San Mateo, CA 94402
1-800-647-4300
Website: www.siebel.com
Product description: Sales organizations can use Siebel Sales to share information across sales teams, manage sales pipelines, rapidly create quotes and proposals, easily configure products and services to meet the unique needs of each customer, and provide superior after-sales service support.
Market served: The company is a leading provider of customer relationship software that automates the sales and customer service operations of large corporations.
Typical clients: GlaxoSmithKline, Prudential Insurance and Lucent Technologies.

CRM product: Staffware eCRM v. 8.0
Company: Staffware (formerly MarketForce Software)
Company founder: John O’Connell
Founded 1979
CEO: John O’Connell
Company headquarters:
3 The Switchback
Gardner Road
Maidenhead
Berkshire SL6 7RJ
United Kingdom
+44 (0)1628-786800
Website: www.staffware.com
Product description: Staffware’s solution dramatically amplifies organizational effectiveness by streamlining operations, linking to critical processes and leveraging process knowledge.
Market served: Staffware provides enterprise-wide multi-location software for field sales, inside sales, customer service, strategic marketing, marketing analysis, sales management and direct marketing.

CRM product: marketing.manager 4.6
Company: update.com software AG
Company founder: Gil Hoedl
Founded 1988
CEO: Gabriele Rittinghaus
Company headquarters:
Operngasse 17-21
A-1040 Vienna
Austria
+43-1-87855-0
Website: www3.update.com
Product description: marketing.manager is a standard software solution enabling companies to boost sales productivity and marketing efficiency quickly and easily. The standard solution combines extensive functionality for sales and marketing with vertical sector-specific functionality. Marketing.manager can be used to manage and process all data critical to routine sales processes and relationship management and is available in three sector-specific versions focusing on capital goods (including telecommunications and media), fast-moving consumer goods including OTC and pharmaceuticals and financial services.
Market served: e-CRM software solutions

CRM product: Worldtrak v. 5.0
Company: Worldtrak Corporation
Company founder: Clark Dircz
Founded 1993
CEO: Donald J. Slusarski
Company headquarters:
9330 James Ave.
Minneapolis, MN 55431
1-888-814-2880 or 952/346-0047
Website: www.worldtrak.com
Product description: Worldtrak 5.0 reinforces Worldtrack’s focus on end-user adoption and rapid implementation and strengthens the company’s position as the industry’s only provider of a scalable eCRM solution that is native to Microsoft Outlook. This solution reinforces the Microsoft technologies many companies utilize and is built within a system many front-line salespeople already know how to use. Worldtrak 5.0 continues to deliver a complete range of eCRM functions, including sales and marketing, customer service and e-commerce, and can be scaled to meet the needs of entire organizations, sales teams or individuals.
Market serve: Marketing and sales, e-commerce, support and customer service.

CRM product: YOUrelate (formerly Sales Vision)
Company: YOUcentric Inc.
Company founders: Thomas Fedell, Robert Kear, Karl Johnson and Wells Tiedeman
Founded 1994
CEO: Don DeLoach
Company headquarters:
Southpark Towers
6000 Fairview Rd., Ste. 405
Charlotte, NC 28210
704/643-1000
Website: www.youcentric.com
Product description: YOUcentric’s basic product provides a suite of sales, marketing, service, and partner applications using more than 100 Enterprise Java software components that can be assembled and adapted rapidly to provide current and future exact-fit solutions.
Market served: YOUcentric helps companies manage their relationships with employees, suppliers, customers and sales partners. YOUrelate includes lead, account and campaign management features; enables users to track information on their competitors as well as their own products; and can be used for customer service and e-commerce. The company also offers a variety of support services. YOUcentric markets its products primarily to the pharmaceutical and financial services sector.
Typical clients: The Northern Trust (39 percent of sales) and Bear Stearns.

The following are additional top-thirty CRM award winners:

Callback v. 8.0
Callback Software
Epicor eFrontOffice v. 7.1
Epicor Software Corporation
Firstwave eRM v. 5.1
Firstwave Technologies
GoldMine Front Office 2000
FrontRange Solutions Inc.
Abalon eCRM 2000
Industri-Matematik Abalon AB
Invensys CRM v. 4.2
Invensys CRM
Ascent v. 1.2
Lynx Commercial Systems
eRMNow! v. 2.0
Neteos Inc.
ExSellence v. 3.5
Optima Technologies Inc.
PowerCerv SFA Plus v. 9.0.01
PowerCerv Corporation
SalesPage open.space 3.0
SalesPage Technologies Inc.
Avenue 5.1
Saratoga Systems
Enterprise SalesMaker v. 6.2.6
Software Innovations Inc.
Visual Elk v. 8.1
StayInFront Inc.
UpShot.com
UpShot.com
Sources: Hoover’s Online and company information