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Customer Relationship Management Licensed to: Real Story Group user - How to Select CRM Technology in 2018 Tony Byrne – March, 2018 RSG: Research & Analysis for Early-Stage Decision-MakingLicensed to: Real Story Group user - Analyze vendor weaknesses and strengths for your unique needs Benchmark your digital effectiveness Advise and mentor on successful technology decision-making Licensed to: Real Story Group user - What Real Independence Looks Like www.realstorygroup.com 3 Digital Workplace & Marketing TechnologyLicensed to: Real Story Group user - Vendor Map Real Story Group’s vendor evaluations and advisory services have helped CELUM thousands of organizations find their way. We can help you too. Take a test ride—download a sample today: BRIGHT www.realstorygroup.com/try INTERACTIVE ENTERMEDIA CONTENTFUL HANNON HILL ACT-ON EVOLPHIN BRANDWORKZ FOTOWARE PICTUREPARK WIDEN RESOURCESPACE INTELLIGENCE E-SPIRIT BANK COREMEDIA EQUILIBRIUM EXTENSIS MERLINONE WEBDAM WOODWING CROWNPEAK UMBRACO CENSHARE SITECORE APRIMO CONTENS TYPO3 CANTO BRIGHTSPOT ADAM CCI EUROPE BPM’ONLINE GX HUBSPOT WAVE CRAFTER SOFTWARE ATEX AVID EZ SYSTEMS TERMINALFOUR RAZUNA PLONE MARKETO INFOR SAP PROGRESS SOFTWARE ENONIC STYLELABS NETX SUGAR BLOOMREACH PEGA KENTICO EPISERVER MICROSOFT GOSS OMNIUPDATE BYNDER INFUSIONSOFT TERADATA NORTH ESKO/ VUTURE MODX PLAINS MEDIABEACON SALESFORCE OPENTEXT EMC-DELL DRUPAL NUXEO ORACLE SDL MAGNOLIA WORDPRESS JOOMLA! IBM BACKBASE INGENIUX UPLAND DOTNETNUKE EXO SOFTWARE ALFRESCO CITRIX HARMON.IE GOOGLE BOX JIVE EVERTEAM SYNCPLICITY LIFERAY ADOBE INTERACT ATLASSIAN HYLAND KEY SLACK ACCELLION IMANAGE NEUDESIC Web Content & Experience Management TRACTION SPRINGCM Digital Asset Management SITRION Enterprise Collaboration & Social Software IGLOO M-FILES Marketing Automation & Campaign/ Lead Management FACEBOOK TIBCO Enterprise Portals THOUGHTFARMER ECM & Cloud File Sharing VMWARE Customer Relationship Management VERINT – Real Story Group ATOS BLUEKIWI www.realstorygroup.com/vendormap/ Licensed to: Real Story Group user - The “Mystical Quadrant” GEEKS MYSTICS LOSERS POSERS h/t Martin White – intranetfocus.com 5 Licensed to: Real Story Group user - Customer Relationship Management CANTO BPM’ONLINE HUBSPOT WAVE RAZUNA MARKETO INFOR SAP NETX SUGAR PEGA MICROSOFT INFUSIONSOFT TERADATA SALESFORCE EMC-DELL ORACLE SDL MAGNOLIA Licensed to: Real Story Group user - Digital Engagement ”Mall” www.realstorygroup.com Copyright © 2017 RSG 7 Licensed to: Real Story Group user - Two Broad Types of Vendors “Multi-Product Suite” “Unified” Sales Etc. Sales Service Service Support Marketing Support Etc. Marketing www.realstorygroup.com Copyright © 2017 RSG 8 Licensed to: Real Story Group user - CRM Marketplace Trends Smaller Legacy “Multi-Product Suite” “Unified” • Vertical • Regional • Smaller / Simpler Common Customer Challenges • Overall Complexity • Lack of scalability, interoperability, and ecosystem in legacy vertical solutions • Difficulty orchestrating modules and add-ons in “suites” • Lack of universal robustness in ”unified” platform (e.g., analytics) Confidential – may not be redistributed Copyright © 2017 RSG 9 Licensed to: Real Story Group user - Feature-oriented Review Source: Real Story Group Vendor Evaluation www.realstorygroup.com Copyright © 2017 RSG 10 Licensed to: Real Story Group user - Scenario-oriented Source: Real Story Group Vendor Evaluation Source: Real Story GroupVendor www.realstorygroup.com Copyright © 2017 RSG 11 Licensed to: Real Story Group user - Strategic Considerations Source: Real Story Group Vendor Evaluation www.realstorygroup.com Copyright © 2017 RSG 12 Licensed to: Real Story Group user - Term of the Day…. “Design-Thinking” Team Test Iterate Adapt www.realstorygroup.com Copyright © 2017 RSG 13 Licensed to: Real Story Group user - Build (an interdisciplinary) Selection Team Licensed to: Real Story Group user - Testable process Test via scenarios in RFP Test via custom demos Test via head-to- head pilots Licensed to: Real Story Group user - Putting It All Together: Real Quadrant www.realstorygroup.com/Tools/ 16 Licensed to: Real Story Group user - CRM Marketplace Filtering in RealQuadrant… www.realstorygroup.com Copyright © 2017 RSG 17 Licensed to: Real Story Group user - Testable Narratives Part Science, Part Art…. Licensed to: Real Story Group user - Competitive POC / Bake-Off Final 2 • Real scenarios • Real content • Real people • Real environment • Negotiate fees Can be resource intensive, but what’s the cost of a failed implementation? 19 Licensed to: Real Story Group user - 17 Years of Hard-hitting Research Real Story Group’s CRM research critically evaluates strengths and weaknesses of 8 major vendors. • Learn the real weaknesses of the leading tools • Avoid common pitfalls & negotiate a good price • Download the reviews in minutes -- get the right shortlist in hours • Sample at www.realstorygroup.com/Try 20 Licensed to: Real Story Group user - Stay in Touch… www.realstorygroup.com/try [email protected] USA & Canada: 1 800 325 6190 United Kingdom: +44 2033 181911 International: +1 617 340 6464 .
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