Contact & Account Management
Store and retrieve information associated to customer contacts and accounts. Track company-wide communication and information about contacts and accounts.
(Based on 310 reviews)
Partner Relationship Mgmt. (PRM)
Manage partners by tracking channel partner leads and sales opportunities. Provide a partner portal to collaborate with channels on sales opportunities and to share product, pricing, quoting, ordering, and training information
(Based on 162 reviews)
Opportunity & Pipeline Mgmt.
Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide.
(Based on 284 reviews)
Task / Activity Management
Manage and track tasks and activities. Assign due dates and integrate to calendars to manage daily schedules and priorities.
(Based on 308 reviews)
Territory & Quota Management
Assign and manage sales quotas and territories. Track progress against quotas. Change as needed.
(Based on 196 reviews)
Allows users to sync their Email, Calendar and Contact tools with their CRM system. Includes Microsoft Outlook and Google integration.
(Based on 221 reviews)
Product & Price List Management
Enter product/part numbers and manage the prices associated with them. Typically functionality allows users to add products and prices to opportunities and quotes if these modules are provided within the same system.
(Based on 206 reviews)
Quote & Order Management
Allows users to create a quote to be provided to a customer that contain at least products, prices and associated discounts. Order management allows users to process orders that contain products, prices and associated discounts.
(Based on 153 reviews)
Customer Contract Management
Management of contracts made with customers. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes or amendments that may arise during its implementation or execution.
(Based on 180 reviews)
Allows users to send email to contacts in bulk. Common features include: Built in Email templates, social media integration, Subscriber list management, sign up forms, success rate reports, AB testing and auto-responders.
Optimizes the process for organizations to develop and deploy multiple-channel marketing campaigns to target groups or individuals and track the effect of those campaigns, by customer segment, over time.
Allows users to manage and track leads though a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution and Lead Qualification.
(Based on 264 reviews)
Marketing ROI Analytics
Enables analysis of effectiveness of an organizations various marketing activities
(Based on 138 reviews)
Tracks issues/help requests reported by customers through the resolution process.
(Based on 158 reviews)
Customer Support Portal
Provides a convenient way for customers to get answers to inquiries, post service issues, place orders, view order histories, and gain access to other information contained in the knowledge base.
(Based on 155 reviews)
Information repository that provides a means for information to be collected, organized, shared, searched and utilized. Allows customers to get answers to common questions.
Call Center Features
Allows customer support professionals access to all information required to support the customer including customer information, case history and related customer social activity. Common features include: call recording, analytics, workforce management, call script management, and compliance management.
(Based on 113 reviews)
Enables analysis of customer support activities to optimize customer support professionals, processes and tools.
(Based on 126 reviews)
Enables reporting of all data contained within the system. Typically contains standard reports as well as the ability to create ad-hoc reports.
(Based on 270 reviews)
An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance
(Based on 302 reviews)
Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.
(Based on 216 reviews)
Social Collaboration Features
Enables multiple users to interact by sharing information to achieve a common goal. Social collaboration focus's on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone
Social Network Integration
Use public social networks to listen and engage with customers. Allows users to filter what’s important and respond quickly. Often this functionality allows questions and requests from customers on social networks to case management.
Mobile User Support
(Based on 201 reviews)
Allows administrators to customize to accomodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.
(Based on 142 reviews)
Automates a process that requires a series of steps that typically require intervention by a several different users. Administrators can write rules to determine who and when a user needs to complete a step. Also includes notification of users when they need to take action.
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 159 reviews)
Enables users to view and transact business with the same content in multiple languages and currencies.
(Based on 75 reviews)
Sandbox / Test Environments
Allows administrators to easily develop and test changes to the CRM deployment. After changes are made admins can easily migrate the changes into the "live" or "production" environment.
(Based on 48 reviews)
Document & Content Mgmt.
Allows consuming, publishing and editing content from a central interface. Content management for CRM systems might include presentations, documents, images and other related electronic files.
(Based on 87 reviews)
Performance and Reliability
Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took.
(Based on 152 reviews)
Output Document Generation
Allows adminstrators to create templates that enable users to quickly generate dynamic documents in various formats based on the data stored in the application.
(Based on 65 reviews)
Data Import & Export Tools
Ability to input, modify and extract data from the application in bulk through a structured file.
(Based on 141 reviews)
Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.
(Based on 114 reviews)
Breadth of Partner Applications
To what extent are there partner applications readily available for integrating into this product? Partner applications typically provide complementary, best of breed functionality not offered natively in this product.
(Based on 90 reviews)