Six CRM packages tested

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CRM packages
CRM software reviews: ACT! v6 Co-ordimax GoldMine 6.0 Legrand CRM PRO CS Maximizer Enterprise 7.5 salesforce.com W4 How we tested Specifications Editor's choice Sample scenario Final words About RMIT

CRM packages are everywhere these days. Which one is right for your organisation?

CRM solutions have either been the driving force or a disaster for many businesses over the years. The earliest implementations were little more than a database of supplier and customer addresses and contact information with limited notation/tracking functionality. The latest applications seem to have all the bells and whistles (and then some) to make access of information easier than ever for employees within an organisation.

There are many various flavours of what can be termed Customer Relationship Management (CRM) applications -- from entry-level contact management solutions, to salesforce automation, all the way up to full-blown packages that interface with inventory systems and back-end accounting packages to give the users full "at-a-glance" histories of their entire transaction with suppliers, customers, staff, and production/assembly plants.

Interestingly, vendors have submitted a variety of applications that pretty much cover all the above categories for this CRM roundup. Four of them fall into the off-the-shelf product category: Maximizer, Legrand CRM, GoldMine, and ACT. Two other applications that submitted were a bit higher end: Co-ordimax (a large-scale application that runs on a Domino server with a custom Lotus Notes client front end) and salesforce.com, an online CRM application aimed at salesforce automation.

How we tested
Because many of these applications are so feature rich we looked at the most commonly used tasks such as import, export, data management (ie, how to create a record, manipulate records, and how the application handles duplicate record identification etc), and integration with document and communications systems such as e-mail, phone, fax, and external calandar/scheduling systems such as Outlook. If during our evaluation any handy or interesting features came to light we noted these down too.

We set up four identical systems, Compaq Deskpros, and installed Microsoft Windows 2000 Professional on each before installing and configuring each vendors application. We used several exported Outlook databases as the foundation data.

Interoperability
What office applications, accounting packages, and databases is the application compatible with?

Futureproofing
How long will it take before your employees exhaust its capabilities and start asking for more?

ROI
Comparing features, price and the value each package can provide to the business.

Service
What support is provided as standard and how much will ongoing support end up costing you?

Do you have a vested interest in this product?

Have you attempted to download and trial it?

Conbrio September 10th, 2005

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Hi,

Apollo http://www.apollohq.com is not quite a CRM. It does project and contact management though and can be a good solution in some cases. It supports cases&deals. Its contact section is more comparable to 37signals' Highrise than a full-blown CRM.

It's also a fully online solution that looks incredibly native.

Maybe give it a go!

Merc.

merc November 17th, 2010

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I have Used Act, Contact, Goldmine and recently started working in an office that has Maximizer CRM 10 Entrepreneur. I don't understand how anyone can like maximizer because of the way you have to switch screens to get to different views of the information you need. Also what is up with making tasks and not having them show up in a way where you can select them on a calendar!! Goldmine makes the information so much more accessible. You can automate tasks like sending out letters or emails, faxes once a prospect becomes a customer or any other reason. I am in so much pain having to use this software. Why does the max document editor still open for every other feature other than when I press the winword button I had to add. Why does this happen also for the Max Email editor when I have the prefference set to Use Outlook as the only Editor...but still default to Max editor when reading emails and Outlook when sending emails. I miss being able to click on a task and working on it and then closing it while actually looking at the note associated with it rather than having to look elsewhere for the information regarding the task.....switch, switch, switch.....Has anyone at maximizer ever tried to make a bunch of calls, take a bunch of calls and add information about the discussion. Everytime I work on a task it creates a new note in the note tab even if I don't append anything to it but simply want to change the date. Why can't I read within the task all notes associated with the task instead of having to click on every single note that is made instead of how Goldmine would allow you to have the information inside the task window....If you need to do this stay away from Maximizer for absolutely sure. If you like to keep your schedule easily visual on a calendar to be dynamic and see important tasks, appointments, etc. it is much better to see them with color and icons, etc. in Goldmine rather than a simple graying out like in maximizer....and you can't click on the calendar to show what the grayed out area is....How poor is that!!! You can't reschedule anything from the calendar view other than an appointment. People actually use this stuff!!!! ARRRGHH!! I hate Maximizer CRM10 Entrepreneur. I am considering looking for a new job after just getting this one because this stuff is going to make my job so hard to do!! I have it set up with MaxMobile Lite also. The integration to Outlook is OK on a BlackBerry but nothing great. Ohh also The Order Desk is also a joke! It is amauter at best. The Opportunity window is a joke.....The way you are limited for window sizes, font sizes etc. makes this software a joke when compared to Goldmine. Maximizer is a true "CRM" Crummy Relationship Mistake. Boy do I miss Goldmine....even the old Goldmine version 4 is better than this junk!!! Why does Maximizer take up so much of a footprint on my screen to show so little valuable information......and need so many screens to do so....Also no Hot keys....what is that about? Boy do I miss hiting the F2 key for my dropdowns fields.....Have to move the mouse here and then here and then here and then here....It's crazy!!! WHO WROTE THIS STUPID STUFF!!! WHY O WHY DO I HAVE TO USE THIS GARBAGE.....It has Maximized my frustration!!!

Max Hater December 8th, 2010

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I would really appreciate if you could take some time out to review our crm software 'ACE CONTACT MANAGER'. We are currently working on it's next version and your inputs will be treasured. Plz visit www.goace.com

rickyrippner February 10th, 2011

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