客户关系管理(CRM)解决方案

THECUSTOMERRELATIONSHIPMANAGEMENTSOLUTIONSGUIDEIndependentReviewsofCRMProductsJune2002PublishedbyTheCRMSolutionsGuideTheCRMSolutionsGuideisafreereportforCRMGuru’smembers.SincewepublishedthefirstGuideinOctober2000,we’vecontinuedtoupdateourcoverageofCRMproducts,plusaddedadvicetoselectproductstobestmeettheneedsofyourbusiness.Theseareindependentreviewsofimportantvendors,whichwerepickedbasedontheexpertopinionsofthereviewersandCRMGurueditorialstaff.PleasenotethattherearedozensofotherCRMvendorsthatcouldbeconsidered“leading”intheirtargetmarkets.ThisGuidedoesnotincludevendorsspecializinginallapplicationnichesorindustryverticals.WhileCRMGuru.combelievesthevendorsincludedinthisGuideareoptionsworthconsideringinyourCRMprojects,pleasedon’tviewthisreportasa“preferredvendorlist”oranendorsementofanykind.It’snot.Furthermore,CRMvendorsshouldnotusetheirinclusioninthisGuideforanymarketingpurposeswhatsoever.Regards,BobThompsonFounder,[e-mail]npresentedisaccurate,theopinionsexpressedarethesoleresponsibilityofthereviewers.FrontLineSolutionsandCRMGuru.comacceptnoliabilityfordecisionsmadebasedontheinformationpresentedinthisreport.Contactvendorsforcurrentproductinformation.©2002CRMGuru.comandFrontLineSolutions.AllRightsReserved.ReproductionandDistributionStrictlyProhibited.Forreprintpermissionandfees,[e-mail]eofContentsAGuidetoEvaluatingCRMSoftware.......................................................1Multi-FunctionCRMSuitesforMediumtoLargeEnterprises..............5Applix(iCRM)............................................................................................................................5Chordiant(Chordiant5)...............................................................................................................5Clarify(AmdocsClarifyCRM)...................................................................................................5eGain(E3)...................................................................................................................................6Epicor(eFrontOfficepoweredbyClientele)...............................................................................6E.piphany(E.piphanyE.6)..........................................................................................................6Firstwave(eCRM7.0).................................................................................................................7J.D.Edwards(J.D.EdwardsCRMv1.1)....................................................................................7Kana(iCARESuite)....................................................................................................................7Onyx(OnyxEnterprise)..............................................................................................................8Oracle(CRM11i)........................................................................................................................8Optima(ExSellence)....................................................................................................................8PeopleSoft(PeopleSoft8.4CRM)...............................................................................................9Pivotal(eBusinessandCRMSuite)............................................................................................9PointInformationSystems(e-point6)/S1Corporation...............................................................9RightNow(eServiceCenter).....................................................................................................10SAP(mySAPCRM3.0)............................................................................................................10Siebel(Siebel7).........................................................................................................................10Talisma(TalismaCRM)............................................................................................................11WhitePajama(CRMContactCenter).......................................................................................11CRMSolutionsForaSmalltoMediumBusinesses................................12Introduction...............................................................................................................................12InteractCommerceCorp.(ACT!2000)......................................................................................14FrontRangeSolutions(GoldmineFrontOffice).......................................................................14Multiactive(Maximizer7.0Enterprise)....................................................................................15Commence(CommenceRM)....................................................................................................15SuperOfficeASA(SuperOffice5).........................................................