New entrants like Microsoft and software as a service (SaaS) vendors like Salesforce.com now dominate the CRM market, alongside traditional CRM leader Oracle Siebel. Organizations are pushing back on complex suites in favor of platform-like CRM solutions. With this solution set, organizations will be able to: •Select the right CRM feature set and app delivery method. •Simplify the selection process by examining pre-screened vendors. •Spend your consultancy budget on CRM implementation, instead of selection. Use Info-Tech’s CRM Decision Diamond to compare the most appropriate vendors for SMB, and create a customized vendor shortlist to reduce the amount of time and money spent on CRM software evaluation.

1. Select the Right CRM Software

4. Info-Tech Research Group Shortlist Solutions Review the SaaS CRM deployment option. Review Info-Tech’s scenario-based product selection recommendations. Complete Info-Tech’s selection tool to generate a custom Decision Diamond ™. Compare Vendors Understand the changes in the CRM market over the last two years. Review the evaluation criteria used by Info-Tech in the CRM Decision Diamond ™. Compare the overall performance of products and vendors.

7. Info-Tech’s CRM Decision Diamond™ cuts through the hype. Info-Tech Research Group Relative Score - Vendor Index Relative Score - Product Index Relative score is derived from normalizing all vendor scores to a scale of 0 to 4 for each category. For more information on how and why Info-Tech selected these vendors to evaluate, see the Appendices.

14. Info-Tech Research Group Shortlist Solutions Review the SaaS CRM deployment option. Review Info-Tech’s scenario-based product selection recommendations. Complete Info-Tech’s selection tool to generate a custom Decision Diamond ™. Compare Vendors Understand the changes in the CRM market over the last two years. Review the evaluation criteria used by Info-Tech in the CRM Decision Diamond ™. Compare the overall performance of products and vendors.

17. No two organizations are alike. Use these scenarios to pinpoint the right CRM vendors. Info-Tech Research Group Identify scenarios that fit your organization before entering your own weighting factors into Info-Tech’s CRM Short-Listing Tool. Info-Tech Insight: If… Then consider… Heavy investment in other SAP products SAP CRM Heavy investment in Sage ERP products Sage SalesLogix Heavy investment in Oracle ERP or Oracle Fusion Oracle Siebel Need rapid time-to-market Salesforce.com, Microsoft Dynamics CRM Online , RightNow Technologies Strongest need is sales automation Sage SalesLogix Strongest need is customer service RightNow Technologies Have extreme vertical industry requirements Oracle Siebel Need CRM platform on which to build multiple solutions Microsoft Dynamics CRM Heavily invested in Microsoft SharePoint, Office, and Outlook Microsoft Dynamics CRM Small organization with complex sales processes Salesforce.com, Sage SalesLogix

20. Need Additional Support? Info-Tech goes beyond research: Speak directly to an analyst and/or engage on-site consulting services to help your team achieve results. Email our Advisory Team to find out how we have helped other clients and get your CRM initiative started today! Trigger Point: Understanding CRM Defining Customer and Organizational Focus Making the Business Case Our Advisory & Consulting Services Definition of preliminary CRM requirements across the organization Identification of primary drivers for CRM and business case development Trigger Point: Developing a Strategy for CRM Selection Understanding the Current State Defining Functional and Technology Requirements for CRM Our Advisory & Consulting Services Definition of existing CRM business processes; assessment of existing policies and technologies Identification of process, policy, and technology areas that can benefit from CRM and documentation of requirements Trigger Point: Comparing CRM Vendor Offerings Reviewing the Vendor Landscape Identifying and Selecting Solutions that Meet your Needs Our Advisory & Consulting Services Preliminary vendor short-listing, based on established functional and technology requirements Request for Proposal (RFP) development and vendor response evaluation

21. Appendices Info-Tech Research Group

22. Info-Tech Decision Diamond ™ Methodology Overview Info-Tech Research Group Info-Tech’s 2010 CRM Decision Diamond ™ evaluation process started with an SMB customer survey. Customers told us which vendors and products they’ve heard of and which ones they use or plan to use. They also told us that while they rarely select Oracle Siebel or SAP CRM, they wanted us to evaluate these products anyway. Adding Oracle to the evaluation significantly altered the relative scores of other vendors, especially SalesLogix and RightNow, compared to the 2007 Info-Tech CRM evaluation. SalesLogix and RightNow did not get worse since 2007, despite dropping to the Competitor Zone; in fact, they improved. However, Oracle’s Siebel CRM simply dominates almost every category and its inclusion this year has reshaped the outcome of the entire evaluation. From these survey results and the domain experience of our analysts, a vendor/product shortlist was established. Then, a comprehensive survey was sent to these vendors, asking for basic information as well as embedding various knock-out criteria, criteria that our team used to screen out vendors and products that we could not recommend to our clients.

24. Vendor Evaluation Criteria Info-Tech Research Group Info-Tech used the following weighting factors for the evaluation. Organizations can use the CRM Short-Listing Tool to changes these weighting factors.

25. Product Evaluation Criteria Info-Tech Research Group