Clearly as a CRM Business Development Director for SAP I am a little prejudiced in terms of recommending any specific vendor solution.
However, prior to joining SAP I was on your side of the fence. Consequently, I have always been passionate about the importance of having a carefully thought out Go-to-Market (GTM) strategy that is underpinned by a CRM platform that can scale with my business.
With this in mind my suggestions is to consider selecting one of the following vendors:
3) MS Dynamics
Some additional thoughts:
Experience has taught me that one needs consider the following as a basic starting point when embarking on a CRM journey (by no means a comprehensive list):
o Firstly, CRM is not about software, but ultimately an ideology. In order to effectively compete in the 21st Century businesses need to consider how they are going to integrate their customers into the enterprise.
o GTM Design/Review: When considering CRM in my past roles, I always started with reviewing what the current GTM was in the context of considering: If our strategy was aligned with how our customers expectations. For example, is the products/service we sell still relevant? Are the customers wanting to use the channels we traditional GTM with? What changes in purchasing behavior are occurring? What are our competitors doing in respect to their GTM, etc. Where are there opportunities to innovate through better business process design?
o Empowering employees: It is vital that employees are armed with the information and insights that enable them to deliver on the promised made to customers. So, clearly they need to be an important part of the process of any new GTM/CRM strategy rethink.
I highly recommend you check out the blog of Laurence Buchanan (http://bit.ly/TheCustomerRevolution
) who has written some great pieces on the topic of Social CRM.
Finally, a great quote from a modern 21st Century Thought leader:
'Value gets created between the employee and the customer, and management’s job is to enable innovation at that interface. To do this, we must kill command-and-control.” Vineet Nayar, HCL
Hope the above might be of some assistance in your quest to select a solution for your business needs.