Adobe • Skype • Convoq • Xactly • Kieden

Transcription

Adobe • Skype • Convoq • Xactly • Kieden • Clicktools • Bluewolf
VerticalResponse • Remend • Business Objects • Axentis • Projity
SigmaTrak • DreamFactory • BigMachines • forceAmp.com • Scribe
Hoover’s • Five9 • Before the Call • Carl V • Cast Iron Systems
Ascendus Technologies • Idealist Consulting • Payment Processing
Harte-Hanks Trillium • Thumbware • Instranet • Eloqua • Nsite
Marketsync • RingLead • Arrowpointe • Esker • Ketera Technologies
MW Advisors • Sales Force Systems • CustomerSystems • Intacct
HarvestGold • SamePage • InvisibleCRM • Firepond • Customer Connect
Comergent
•
ObjectPublisher
•
CRMfusion
•
StraightThrough
Visual Mining • SuccessFactors • NextMark • Verbumsoft • Select Selling
Upside
Outcomes
•
Forcelogix
•
QuoteASP
•
ONE/Northwest
Integration Technologies
•
Logotec
Engineering
Group
•
ASA
Sales Systems • Sesame Software • ClientHouse • Omniture
TrueAdvantage • SalesCentrix.com • GOT • iAnywhere Solutions
salesforce.com • D2Aligned • Pyxis Mobile • Vettro RainMaker
Brainshark • Selectica • Question Pro • ClairMail • iNeoMarketing
Gearworks • BRIDGEWERX • Angel.com • Secured Dimensions
Above All Software • SmartStore • Factiva • Pandora Networks
John Caine (The Phoenix Companies) • Mindjet • LinkPoint360
OneSource Information Services • Talisma • The Payroll Company
Sant • Pervasive • Corrigo • eCredit • CRMorbit • Message Secure
OpenAir • ShareMethods • Webcom • CoreBlox • QuickArrow
Mitrix • Enterprise CRM • A.I. Tech • Spoke Software • ActivePrime
CardScan • GetAnswered • Contactual • VAPPS • studentforce
Welcome to The Business Web
™
The world’s first on-demand applications marketplace.
Your key to on-demand success.
It all began with a simple question: Why does it have to be so difficult to find and install business applications? Why
can’t it be just as easy as getting something from a popular consumer Web site? Well, that’s just what salesforce.com has
done with the AppExchange—which aims to change the way companies acquire, build, and run business applications.
All of the applications you’ll see in this book and on the AppExchange directory have been built on top of the world’s
first on-demand platform. Truly groundbreaking, the AppExchange platform allows customers and partners to build
on-demand applications quickly and easily.
The AppExchange directory provides an online marketplace of applications developed by salesforce.com and our
community of partners, developers, and customers. You can browse the directory, read reviews by other users, take an
app out for a test drive, and then download the app into your Salesforce account—all as easily as going to a music Web
site and downloading a song. And then you can make the app uniquely yours by using our point-and-click tools to
adapt it to meet your organization’s specific needs.
As you’ll see from this comprehensive listing of available AppExchange offerings, the AppExchange directory of ondemand applications expands the horizons of customer relationship management—and goes well beyond it, making
it possible to extend the power and ease of on-demand computing throughout your business.
There are apps for finance, HR, legal, facilities, engineering, and purchasing. There are apps tailored for specific industries,
such as health care, education, manufacturing, and even nonprofit organizations. And thanks to the active community
of developers, partners, and customers contributing to the directory, new apps are being added all the time, in all
categories. So if you don’t find just the app you need in this listing—which reflects all apps live on the AppExchange
as of April 30, 2006—visit the AppExchange at www.appexchange.com. Browse through the growing list of apps and
take one or more out for a test drive. Extend your on-demand success across your entire enterprise.
It’s that easy.
The AppExchange is your key to on-demand success.
TABLE OF CONTENTS
Sales................................................................................................................................................5
Service & Support................................................................................................................. 25
Tools & Utilities....................................................................................................................... 33
Marketing.................................................................................................................................. 45
Finance & Administration.................................................................................................. 57
Nonprofits................................................................................................................................. 65
Human Resources................................................................................................................. 69
Industry Solutions................................................................................................................. 73
Components............................................................................................................................ 77
Index: Alphabetical by partner name........................................................................... 81
Best Practices from Salesforce.com
Cleaning Up Dirty Data: Choosing the Right Approach...................................... 18
How to Select Mobile Apps for Your Workforce...................................................... 42
Four Principles for Successful Customer-Centric Strategies.............................. 44
Building the Case for CRM in Your Organization..................................................... 52
The BPA in CRM: Deconstructing the Buzz................................................................ 62
Evolving Your Customer Feedback Programs.......................................................... 71
Navigating this book
The AppExchange Partner Success Book is organized into categories
mirroring the AppExchange itself as of April 30, 2006 and lists apps
published on the AppExchange as of that date.
indicates partner apps that have successfully undergone extensive
testing by salesforce.com as well as earning endorsements from customers
who have used them.
indicates an application has been mobilized via AppExchange Mobile.
Note that this does not apply to all mobile/wireless applications listed on
the AppExchange.
We’re dedicated to delivering highly functional and
adaptive applications. OrgView for AppExchange extends
that vision to Salesforce users, providing an intuitive way to
successfully build, view, and traverse complex organizations.
Eric Rubin
President
DreamFactory
DreamFactory Software
OrgView
OrgView for AppExchange is a Rich Native
Application that allows users to rapidly build,
view, and drill down on highly graphical
organization charts. Automatically generate org
charts and see bird’s eye views of account and
contact hierarchies. Navigate through complex
organizational structures with dynamic
panning/zooming, searches, and drill-down—
all within your Salesforce application. Customize
the information presented in the chart and tool
tips with any Salesforce field.
About DreamFactory Software
DreamFactory (www.dreamfactory.com)
delivers Rich Internet Applications that
combine the agility of on-demand delivery
with the custom fit of traditional enterprise
software.The company offers highly functional
solutions that are quick to deploy, inexpensive
to maintain, and continuously improving with
customer-driven innovation.
Analytics
Channel Sales (PRM)
aiCategorizer
Channel Finance
A.I.Tech Software, Inc.
salesforce.com
Helps you uncover valuable patterns hidden in your data. For example,
in a sales setting, aiCategorizer can find customers who are more likely
to buy specific products.
Used to manage financially oriented channel processes. Channel
managers manage these closed-loop processes through Salesforce,
and partner self-service is supported through the Partner Portal.
Crystal Reports Report Pack
Channel Funds
Business Objects
salesforce.com
Lets you connect to your Salesforce data and use the world’s most
popular reporting solution: Crystal Reports. Includes 10 prebuilt
sample reports designed specifically for Salesforce.
Used to create joint marketing programs. Channel managers manage
these closed-loop processes through Salesforce, and partner selfservice is supported through the Partner Portal.
Mindjet MindManager 6 Accelerator
Channel Plans
Mindjet Corporation
salesforce.com
Free add-on accelerator that integrates Mindjet MindManager Pro
6 with Salseforce. The add-on extracts account and opportunity
information from Salesforce and places it in visually detailed
Map Dashboards.
Drives high-value channel partner relationships by goals that can
be measured and rewarded. Simple, integrated channel plans offer
enhancements to a traditionally ad hoc process.
SalesExecutive for AppExchange
salesforce.com
Visual Mining
An on-demand business intelligence service. Organizations can
apply key performance indicators (KPIs) to communicate business
objectives and track performance against goals.
Lets you make your Partner Portal stickier and increase partner
adoption by creating rebates and promotions for your partners.
Provide guidelines and best practices to design and launch
winning programs.
SiteCatalyst for AppExchange
CoreBlox
Omniture
CoreBlox
Accelerates marketing and sales success, by providing the optimal
link of relevant data, such as lead source and sales stage, between
SiteCatalyst and Salesforce.
Enables you to increase your channel service effectiveness by
providing a unified ticketing and knowledge management solution
for your customers and your channel partners’ customers.
User Adoption Dashboard
Partner Communications
Arrowpointe Corp.
salesforce.com
This dashboard analyzes data activity that has taken place over the
past 60 days. Components exist for each major type of data and tracks
who has or has not logged in over the past 7 days.
Lets you push relevant information to targeted partner
accounts. Channel managers manage the communications
through Salesforce, and partners have self-service access through
the Salesforce Partner Portal.
Channel Rebates
Partner Visibility
SigmaTrak, Inc.
A proven solution that delivers daily sales, inventory, and claim
information directly from partners’ business systems to Salesforce.
Benefits include improved demand visibility and optimized
channel programs.
Certified
Mobile
AppExchange Partner Success Book • Sales • May 2006
Success in sales depends on access to the right information
at the right time. Factiva supplies Salesforce users with a
deep reservoir of information on customers and prospects—
information required to make sales calls more productive.
Mike McCoy
Senior Channel
Marketing Manager
Factiva
Factiva
Factiva SalesWorks
Factiva SalesWorks for AppExchange provides
sales professionals with timely and critical
company, executive, and news information
about prospects and customers.With Factiva
SalesWorks, Salesforce users get a snapshot of
a particular company or executive, allowing
them to quickly identify new opportunities and
qualify prospects with D&B company profiles,
executive biographies, relevant competitor
analysis, and highly targeted news coverage.
Adding customer intelligence from Factiva
helps sales professionals sell more, faster.
About Factiva
Factiva (www.factiva.com) delivers business
news and information that improves customers’
ability to make better decisions faster. Only
Factiva offers the full text combination of the
Wall Street Journal, the Financial Times, and
Dow Jones and Reuters newswires, plus D&B
company profiles.
Quote and Proposal Management by Nsite
ActNow
Nsite
Scribe Software
Automates quote and proposal management. Supports the entire
quoting cycle, including quote creation, configuration, pricing,
approval workflow, proposal generation, and analysis.
An on-demand data migration application offering that lets sales and
sales management users import their existing customer and prospect
data from ACT! into Salesforce.
Reseller Certifications
Data Catapult for AppExchange
salesforce.com
Pervasive Software
Allows manufacturers to track resellers of their products and
determine which reseller employees are certified to demonstrate, use,
and sell specific components of those products.
Quickly, accurately, and affordably loads data into Salesforce from
virtually any data source or format, such as ACT!, GoldMine, SalesLogix,
Microsoft CRM, and Onyx.
Special Pricing
DemandTools for AppExchange
salesforce.com
CRMfusion, Inc.
Enables partners to request special pricing on competitive deals. More
deals are won, new pricing policies are set, and vendors can track the
effectiveness of current strategies.
A high-performance suite of tools for data manipulation, loading,
updating, deduplicating, and duplicate prevention. DemandTools is
compatible with all AppExchange data.
Compensation Management
Diamond Data
Compensation Tracking
salesforce.com
A tool for managers to use for gaining visibility, oversight, compliance,
and credibility for both commission and points-based incentive plans.
Xactly Incent
Diamond Data provides global data quality; cleanses customer
information; validates and corrects addresses; identifies duplicates;
and appends geographic and demographic data for contacts, leads,
and accounts.
Xactly Corporation
GeoConnect
Real-time,Web-based, on-demand sales compensation management
application that makes it possible for sales and finance professionals
to easily and affordably design, implement, manage, and audit
optimized incentive programs.
GeoConnect cleanses, validates, and geocodes addresses. It also
overlays the local taxing municipality, ensuring the correct calculation
of local tax and reducing the risk of costly audits.
Data Cleansing
Access Hoover’s
Hoover’s, Inc.
World-class database of 16.5 million companies and more than
20 million contact names for creating and importing customized
prospect lists, performing targeted company and people searches,
and updating accounts with news and information.
ActivePrime CleanCRM
ActivePrime, Inc.
Data quality and conditioning for customer data that seamlessly
integrates into Salesforce. Use CleanCRM to cleanse and de-dupe;
verify, fix, and standardize messy CRM data; and compare and correct
data against a master directory.
Harte-Hanks Trillium Software
Customer Connect
Relational Junction for Salesforce
Sesame Software
Migrate legacy systems, integrate ERP applications, and do Salesforce
reporting, using your local database.This tool fully automates two-way
replication of your Salesforce site to a local data warehouse.
RingLead Declone
RingLead
Prevents duplication, by matching and updating existing contacts or
leads from online contact forms or imported lists. A similar tool from
RingLead identifies duplicate leads, contacts, and accounts.
Scribe Insight for AppExchange
Scribe Software
Allows you to seamlessly integrate your on-demand CRM
environment with many existing on-premises applications in
a simple, cost-effective, and straightforward manner.
For Salesforce users, Web conferencing is just a click away.
SellASAP for AppExchange enables users to successfully
leverage Web conferencing as a powerful means to
communicate and sell to prospects and customers.
Chuck Digate
President and CEO
Convoq
Convoq
SellASAP
A Web conferencing system tightly integrated
with Salesforce, SellASAP for AppExchange
allows salespeople to conduct presentations
and demonstrations online and automatically
record event logs—all within Salesforce.
Conduct unlimited webinars, demonstrations,
presentations, and training sessions using
screen sharing, PowerPoint,VoIP audio, video,
and text chat.With SellASAP’s instant meeting
launch capability, salespeople will be more
effective and prospects and customers will
love the time savings and hassle avoidance of
“no download required” meetings.
About Convoq
Convoq, Inc. (www.convoq.com) is an
innovative provider of online meeting and
conferencing applications focusing on the CRM
market.The company is backed by leading
venture capital firms Bay Partners, North Bridge
Venture Partners, and Polaris Venture Partners.
TPS Update
Order Live
Upside Outcomes
Mitrix, Inc.
Provides a simple, quick, and efficient means of screening contact and
account data against the U.K.Telephone Preference Service (TPS) lists.
An on-demand tool providing Salesforce users with order booking,
order management, and inventory visibility capabilities. Order Live
gives users live access into their business’ supply chain.
Quoting & Orders
BigMachines CPP
BigMachines, Inc.
Order Management from Intacct
Intacct Corporation
Gives you the ability to quickly configure products and services,
manage prices and discounts, and generate rich proposals in Adobe
PDF, RTF, or HTML format.
Completes the sales cycle in Salesforce. Familiar Salesforce tabs create
accurate quotes, convert quotes to orders, verify inventory and pricing,
generate invoices, and track fulfillment.
BigMachines SPP
Quote and Proposal Management by Nsite
BigMachines, Inc.
Nsite
Gives you the ability to quickly select products and services, manage
prices and discounts, and generate rich proposals in Adobe PDF, RTF
or HTML format.
Automates quote and proposal management. Supports the entire
quoting cycle, including quote creation, configuration, pricing,
approval workflow, proposal generation, and analysis.
Comergent eBusiness System
QuoteASP
Comergent Technologies Inc.
QuoteASP Inc.
Orchestrates complex product, selling, and order management
processes across multiple enterprise systems, business organizations,
and sales channels.
An on-demand quotation and proposal management solution,
coupled with detailed profit optimization and approval
management engines.
Fastraq by Selectica
Sales Quote with Product Line Items
Selectica
salesforce.com
Orchestrates the quoting cycle, accelerating the speed and accuracy
of configuration and pricing. Fastraq Marketing Workbench
empowers you to manage your product data, business rules, and
pricing policies.
A quote process application in which quotes are related to
opportunities and can reference multiple products. It can also be
applied to specific sales discounts to quote detail lines.
Sant Suite
Firepond OnDemand
The Sant Corporation
Firepond, Inc.
Configure products and services of any complexity; accurately price
those products; and apply discounts, charges, and fees to prepare a
quotation—then create a printed proposal.
Ketera Order Management
Ketera Technologies
Enables centralized visibility of all aspects of an order lifecycle, from
PO receipt to shipping to invoicing. Provides an integrated dashboard
and view of the status of all steps in the order-entry-to-orderfulfillment life cycle.
Automates proposal writing and helps businesses create persuasive,
client-centered proposals and deliver accurate, approved sales
documents with a consistent look and feel.
SAP Order Management
Above All Software
Enables customers to easily integrate SAP order information into their
Salesforce application and provides account managers with greater
up-sell and cross-sell.
WebSource CPQ
Webcom, Inc.
Bridges the gap from opportunity to order. WebSource CPQ allows
users to configure, price, quote, and propose their offerings across
multiple sales and distribution channels, anytime, anywhere.
10
Every day, customers tell me how accessing Intacct’s
Order Management on the AppExchange enables them to
streamline the sales cycle, close more deals, and succeed with
a unique business advantage.
Robert J. Jurkowski
CEO and President
Intacct
Intacct
Order Management
Order Management for AppExchange, by
Intacct, completes the sales cycle in Salesforce.
When a prospect is ready to buy, familiar
Salesforce tabs are used to create accurate
quotes, convert quotes to orders, verify
inventory and pricing, generate invoices, and
track fulfillment—all with a few clicks of the
mouse. Built around best-practice business
processes, Order Management increases
revenues with a faster sales cycle and reduces
the cost of sales through higher productivity.
About Intacct
Intacct (www.intacct.com) and
salesforce.com have integrated the marketleading on-demand financial and CRM
applications into a single solution. Order
Management is one of Intacct’s Financial
Applications for Salesforce, automating the
entire sales cycle from lead, quote, and order to
billing, fulfillment, and accounting.
Sales Intelligence
A+ Lead Finder by NextMark
Relevancy Scoring for AppExchange
NextMark, Inc.
Before the Call, Inc.
Chooses the best lists and manages your lead generation campaigns.
Up to 60 percent of the success of your lead generation campaigns
depend on your choice of lists.
Allows users to weight criteria for a lead, account, or contact. Configure
criteria to get a “score” to focus your team according to best-known
success criteria.
Before the Call
SalesAlerts
Before the Call
invisibleCRM
An on-demand sales intelligence solution that quickly combines
external market information and a company’s internal resources to
close the lead-qualification gap in the sales process.
Monitors your customer data on Salesforce and keeps you alerted
to customer developments. Use pop-ups and lists of new events to
instantly access your customer information on Salesforce.
BIG Picture for AppExchange
Spoke Sales Prospecting for AppExchange
D2Aligned, LLC
Spoke Software
Shows how all your mission-critical activities are performing together,
simultaneously, to reach your goal. BIG Picture gives fast, accurate
insight to for aligning your key efforts for optimal results.
Enables Salesforce users to identify new prospects from a network
of 30 million people in more than 500,000 companies. Users can
instantly add prospects as leads or contacts.
Factiva SalesWorks for AppExchange
Sales Methodologies
Factiva SalesWorks
Provides sales professionals with timely and critical company,
executive, and news information about prospects and customers.
Adding customer intelligence from Factiva helps sales professionals
sell more, faster.
Google Connector to Retain Search for AppExchange
Enables you to retain Google search results via simple drag and drop.
Now your valuable research can be retained within Salesforce.
Sales Force Systems
Process-based extensions that capture and institutionalize the best
sales practices, processes, and methodologies of an organization,
resulting in a disciplined and consistent approach to selling.
Call Scripting
salesforce.com
idEXEC Append and Peer for AppExchange
Native application used by sales or support to perform scripted
outbound or inbound calls. Create and execute scripts that support
unlimited questions, branching, and scoring.
Dealmaker for AppExchange
Tracks 2 million executive decision makers at 900,000 organizations in
172 countries. Find the right decision maker fast.Validate and append
lead, account, and contact records from within Salesforce.
Select Selling
LinkedIn Business Network for AppExchange
A customizable software application that embeds a proven sales
methodology in your Salesforce implementation, Dealmaker delivers
improved sales, accurate forecasts, and a standardized sales process.
HarvestGold Planner
Allows you to view your LinkedIn network seamlessly within
Salesforce.Your network of contacts is a critical component of your
effectiveness and now can be accessed easily.
Predictive Sales Triggers for AppExchange
TrueAdvantage
Sales intelligence system that monitors and transforms the world’s
business information into predictive sales triggers that accurately
predict which prospects have the highest propensity to buy.
12
BVS Sales Process
HarvestGold
Designed to help salespeople leverage detailed historical sales
information to drive a comprehensive five-step territory planning
and goal-setting process.
Spoke Sales Prospecting takes the headache out of
identifying meaningful prospects. Now Salesforce users can
quickly generate leads without ever having to leave their
favorite CRM application.
FrankVaculin
CEO
Spoke Software
Spoke Software
enables you to identify prospects, qualify leads,
and gain access to influencers and decision
makers at all levels from a network of 30 million
people at more than 650,000 companies.
Seamlessly integrate Spoke’s prospectidentification and lead-generation capabilities
in a Salesforce custom tab. Add prospects
to Salesforce as leads or contacts, instantly.
Search for prospects by title, company, industry,
geography, revenue, or other account criteria—
all within the application.
About Spoke Software
Spoke (www.spoke.com) provides
on-demand business contact information
designed specifically to help individuals
and organizations find and sell to targeted
buyers. Spoke allows users to identify, research,
and access the right individuals at all levels of
an organization.
M-Power for AppExchange
ClairAccess for AppExchange
ASA Sales Systems, LLC
ClairMail, Inc.
Designed for business-to-business sales managers, this application
objectively analyzes salesperson activity and provides management
tools to enhance sales activity across a selling team and increase
market share.
Provides instant one-click access to Salesforce from any mobile device,
without requiring client-side software or a frustrating mobile browser.
OrgView
Provides a forecasting interface tailored to manage a high volume of
data, resulting in strengthened forecast management.
DreamFactory Software, Inc.
A rich Internet application that allows any Salesforce user to rapidly
build, view, and drill down on graphical organization charts.
Personal Sales Goals
HarvestGold
Helps you determine the activity and productivity levels necessary
to ensure that you meet your personal sales goals and income
objectives.
Demand Forecasting
Bluewolf Group
eCredit for AppExchange
eCredit
Empowers users to issue credit requests, get approvals and credit lines,
and access credit limit information on customers and prospects, all on
a single on-demand platform.
Financial Management
Intacct Corporation
Helps sales managers and executives collaborate, plan, and manage
goals and strategies for penetrating strategic accounts.
Manages opportunities, sales, and forecasts and provides accounting
with insight into customer support issues when collecting payments.
A dashboard gives warehouse managers instant notification of new
orders.
Sales Operations
Formit for AppExchange
Strategic Account Planning
salesforce.com
Account Intelligence
OneSource Information Services
Puts business information on more than 3.2 million public and private
companies and 7 million executives worldwide into the CRM system
you use every day.
Campaigner for Salesforce
GOT Corporation
Outbound-email tool seamlessly integrated with Salesforce that
lets you send large campaigns, view the actions taken by leads and
contacts, and create reports without ever leaving Salesforce.
Catalog-on-Demand for AppExchange
ObjectPublisher Web Services
Trusted by companies of all sizes for more than a million original
pages. Most catalogs can be produced by salespeople who have little
or no technical background.
Clicktools
Subscription service that enables Salesforce users to easily build
complex Web forms to collect information and automatically transfer
that information back into Salesforce.
InStranet for AppExchange
Instranet, Inc.
Provides knowledge on demand, such as sales and servicing
information and policies and procedures, across all customer touch
points: contact centers, retail outlets, and Web self-help.
Marketsync On-Demand Marketing for AppExchange
Marketsync Inc.
Enables you to design, execute, and measure real-world marketing
programs.Touch individual customers with marketing materials,
promotional products, and day-to-day communications, and measure
marketing ROI.
Plurapage
iNeoMarketing
A fast and easy yet sophisticated way to create customized, branded,
and recipient-personalized landing pages with corresponding forms
to track and convert more prospects.
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Crystal Reports Report Pack is a great addition to the
Salesforce solution, allowing customers to directly access their
data and use the power of Crystal Reports to better understand
and improve business performance.
Steve Lucas
Vice President,
Strategic Markets
Business Objects
Business Objects
Crystal Reports Report Pack
Business Objects’ Crystal Reports Report Pack
for AppExchange lets you use the world’s most
popular reporting solution—Crystal Reports—
to create powerful, flexible, and feature-rich
reports within your Salesforce environment.
Included in the Report Pack are 10 prebuilt
report samples that will give you the jump-start
you need to start reporting off your Salesforce
data and gain valuable insight into your
business performance.
About Business Objects
Business Objects (www.businessobjects.com)
is the world’s leading business intelligence
software company, with more than 35,000
customers worldwide. Business Objects
helps organizations of all sizes create a
trusted foundation for decision making,
gain better insight into their business, and
optimize performance.
PPI PayMover
ShareFree
Payment Processing, Inc.
ShareMethods
Allows users to accept credit and off-line debit cards for payment,
process payments, and create custom reports.Transactions are
processed via the PPI PayMover hosted gateway.
Provides a shared and scalable library of sales and marketing
materials free for as many as five users. Key documents can be
centrally managed and rapidly delivered to the sales force, channels,
and partners.
Pyxis Mobile mPlatform
Pyxis Mobile
ShareNow
A suite of wireless applications tailored to the needs of the investment
industry and used by mobile financial professionals to extend critical
business data from hosted and internal systems to mobile devices.
ShareMethods
Sales Anywhere
iAnywhere Solutions
Provides anywhere, anytime access to Salesforce on Windows Mobile
and Palm OS devices-with or without a wireless connection.
Sales Performance Optimizer for AppExchange
Forcelogix
An on-demand sales performance management solution designed
to measure the indicators that drive performance, this app provides
insight and knowledge to drive real sales results.
SecureLM - License Management and Code Protection
Secured Dimensions
Gives software publishers the tools to secure, distribute, and sell
software with creative and flexible pricing and usage models;
sophisticated code security assures high-level protection.
16
Provides a large, shared, and scalable library for sales and marketing
materials. Users can easily share packages of documents with
marketing, sales, partners, or prospects or pass documents through a
multiuser approval process.
Vettro RainMaker for AppExchange
Vettro RainMaker
Provides unified access to all sales and customer details via a single
on-demand mobile application. Create, access, update, and act upon
vital information directly from your mobile device.
Web Conferencing
SellASAP
Convoq, Inc.
A Web conferencing system that tightly integrates with Salesforce,
SellASAP allows sales reps to conduct presentations and
demonstrations online and automatically record event logs,
all within Salesforce.
Using Xactly Incent for AppExchange, companies can
increase revenues, positively change sales behavior, and design
compensation programs that help them sell more of the right
products at the right price.
Christopher W. Cabrera
Founder, President,
and CEO
Xactly Corporation
Xactly Corporation
Xactly Incent
Xactly Incent for AppExchange, featuring
tight integration with Salesforce and patentpending technology, is a real-time,Web-based,
on-demand sales compensation management
application that makes it possible for sales and
finance professionals to easily and affordably
design, implement, manage, and audit
optimized incentive programs.With these
improved programs in place, Xactly Incent
provides unprecedented real-time visibility
via the Web.The combination of the right
incentives with complete visibility motivates
sales to sell more.
About Xactly Corporation
Xactly Corporation (www.xactlycorp.com) is
the leading on-demand sales compensation
management company, enabling companies
to incent right and sell more. Xactly’s affordable
on-demand sales compensation applications
help companies improve their business
performance through the use of more-effective
sales compensation programs.
Cleaning Up Dirty Data: Choosing the Right Approach
Help Wanted: Detergent for Dirty Data
In a recent salesforce.com survey conducted by CustomerSat, Inc., more than 60 percent of 420 executives
and business sponsors who use Salesforce, when asked what business objectives led them to evaluate a CRM
solution, listed improving customer data quality and data management as one of their top three objectives.
You can understand why by considering the findings of the IBM Global Data Management Survey of 600
major enterprises in Australia, the U.K., and the U.S. Seventy-five percent of the respondents to this survey
reported significant problems as a result of defective data.
Clearly, cleaning your customer data is less costly than the alternative of not having enough insight to make
intelligent business decisions or losing customers to poor service. But how do you go about cleaning your
customer data, and who has the best detergent?
1. Learn by example
In “Data Management: Getting It In, Getting It Out, Keeping It Clean,” salesforce.com customers Parmion
and WebTrends join salesforce.com consultant Somrat Niyogi to provide strategies, tips, and real-world
lessons learned to help you clean your customer data successfully. You’ll find the presentation on
www.crmsuccess.com, under the Browse:Tips,Training, Tools tab.
2. Choose the right tools
In addition to salesforce.com’s OneSource Account Intelligence for Salesforce, which provides more than
2,500 data sources aggregated in real time and delivered directly within Salesforce, you’ll find a wealth of
partner solutions on the AppExchange to help you in the data clean-up and append effort. Just take a look
at the listings in this book under Data Cleansing, in the Sales and Marketing sections.
3. Take advantage of Successforce
For more information on improving data quality and data management, visit successforce.com. You’ll find
blogs, best practices, and more from salesforce.com and third-party experts.
— Wendy Close, salesforce.com
CRM Success Expert
18
Piracy and compliance threats cost software developers
and distributors $33 billion annually. Secured Dimensions
empowers Salesforce partners to protect revenue streams while
managing the entire distribution lifecycle of their solutions.
Michael Houghton
Director,
North America
Operations
Secured Dimensions
Secured Dimensions
SecureLM - License Management
and Code Protection
Secured Dimensions’ five-star-rated SecureLM
for AppExchange is an extensive license
management and code protection solution for
packaging, distributing, and selling software
applications. Piracy and noncompliance
continues to threaten software developers’
revenues. SecureLM’s secure code protection
and strong code encryption schemes render
application code completely unreadable to
unauthorized eyes. Combining unbreakable
code protection with the SecureLM Licensing
Suite is driving developers, ISVs, and vendors to
protect, promote, license, and sell their software
using Secured Dimensions.
About Secured Dimensions
Secured Dimensions (www.securelm.net)
develops and markets revolutionary solutions
for on-demand software code protection
and license management, enabling software
vendors to protect, promote, license, and more
effectively sell their solutions to a broader and
deeper audience.
SalesFolder delivers Salesforce in the way sales executives
really work, allowing easy online and offline access to complete
sets of records for all of their prospects, completely integrated
with their email system.
Inna Proshkina
Director, Marketing
InvisibleCRM
InvisibleCRM
SalesFolder
SalesFolder for AppExchange provides
automated organization and sharing of all
sales, marketing, and service documents on
any computer, allowing sales and service users
to work with all of their documents, emails,
and attachments offline while InvisibleCRM’s
invisibleSYNC technology ensures that
Salesforce and your desktop are always
accurate. Using Microsoft Windows folders,
SalesFolder creates the Salesforce file structure
inside of My Documents and allows you to
access your CRM documents and attachments
like regular desktop files.
About InvisibleCRM
Focused on delivering solutions that
boost user adoption, InvisibleCRM
(www.invisiblecrm.com) seamlessly
integrates Salesforce into the way people
work every day. InvisibleCRM enables users to
work with their accounts, leads, opportunities,
documents, and cases without leaving their
favorite applications—Microsoft Outlook and Windows—online and offline.
Speed and access to comprehensive intelligence is the
key to effective and successful selling. Before the Call
exposes everything you need to help close deals, all
seamlessly within Salesforce.
Timothy Ramos
CEO
Before the Call
Before the Call
Before the Call for AppExchange
Before the Call for AppExchange make sales
teams dramatically more effective by delivering
the only on-demand sales intelligence solution
that quickly combines external market
information with applicable internal collateral.
If you have only market intelligence, you
have only half the story. By combining this
information in a single interface, Before the
Call is able to score leads and opportunities,
ensuring focus is on opportunities with the
highest probability to convert to revenue.
About Before the Call
Before the Call (www.beforethecall.com)
was founded in March 2005 on the premise
of making sales teams more effective.The
company does that by delivering a unique
on-demand sales intelligence suite providing
five critical services seamlessly within Salesforce:
Cleanse, Lists, Enrich, Score, and Retain.
Our partnership with salesforce.com gives Salesforce
administrators what they really need: Easy ways to maintain
clean data, expedite CRM data processes, and make mass
changes to Salesforce data inexpensively and quickly.
CRMfusion Inc.
DemandTools
DemandTools for AppExchange is a 32bit .NET
Windows smart client application that your
administration team installs on their desktop
or laptop computers. Installation takes less
than 15 minutes and immediately extends the
administrators’ control of AppExchange data
(including custom objects and applications) by
adding robust tools for data manipulation, data
verification, and industry-leading real time data
de-duplicators for Salesforce/AppExchange
objects. DemandTools is already used by more
than 375 administrators in 14 countries.
About CRMfusion Inc.
CRMfusion (www.crmfusion.com) is a software
development firm offering a variety of products
and services tailored to meet the requirements
of clients who utilize hosted (ASP) CRM systems
such as Salesforce and the AppExchange.The
company has been developing data quality
solutions since 2000.
Mark Esdale
Vice President,
Business Development
CRMFusion, Inc.,
with Glenn Wilson, President
Research shows salespeople and marketers spend 7.6 hours
a week gathering information before they can use it. With
Access Hoover’s, salesforce.com customers can quickly
zero in on the relevant and valuable information for the
task at hand.
Paul Pellmon
Executive
Vice President,
Marketing
Hoover’s, Inc.
Hoover’s
Access Hoover’s
Access Hoover’s for AppExchange empowers
your sales and marketing teams to create
new opportunities within Salesforce, ensuring
accurate and complete data for prospecting
and account management.Your teams will
achieve a new level of quality and efficiency
by leveraging Hoover’s world-class database
of 16.5 million companies and more than 20
million contact names to create and import
customized prospect lists, perform targeted
company and people searches, and update
accounts with news and information that
matters most.
About Hoover’s
Hoover’s (www.hoovers.com), a D&B
company, gives customers a competitive
edge with insightful information about
industries, companies, and key decision
makers. Its in-depth coverage of the world’s
top enterprises is at the core of Hoover’s
business tools and a service that customers
find vital to their operations.
Our joint customers are getting more value from
their Salesforce system with Comergent’s seamlessly
integrated, automated configuration, order management,
and quoting solution.
Jean Kovacs
President and CEO
Comergent
Technologies, Inc.
Comergent Technologies, Inc.
The Comergent eBusiness System for
AppExchange, an enterprise suite of modular
applications, enables you to coordinate and
unify multiple sales and service touch points to
drive measurable improvements in sales and
channel efficiency and effectiveness. Partners
and distributors are involved in the selling and
delivery value chain while your customers are
provided with a seamless experience online,
via the call center and directly with your sales
organization.
About Comergent Technologies, Inc.
Comergent (www.comergent.com) is the
leading provider of e-business solutions for
the extended enterprise—modular software
that orchestrates complex product, selling, and
order management processes across multiple
enterprise systems, business organizations, and
sales channels.
DreamTeam on the AppExchange facilitates collaboration
in action for Salesforce users. Our Web-based, native
applications perfectly align with Salesforce, creating greater
teamwork efficiencies—which translates to greater success.
Bill Appleton
Founder and CTO
DreamTeam
DreamTeam for AppExchange is a Rich Internet
Application that adds TeamWork Automation
to Salesforce. Built from the ground up on the
AppExchange platform, DreamTeam offers
integrated applications for team collaboration,
including project management, collaborative
calendaring, document management, and
team communications. Improved collaboration
results in faster output and enhanced
communications, whether you are managing
a competitive sales campaign, new product
release, expansive marketing campaign,
professional services engagement, or any
project critical to your success.
Analytics
BIG Picture for AppExchange
InStranet for AppExchange
D2Aligned, LLC
Instranet, Inc.
Shows how all your mission-critical activities are performing together,
simultaneously, toward your goal. BIG Picture gives you fast, accurate
insight for aligning your key efforts for optimal results.
Provides knowledge on demand, such as sales and servicing
information and policies and procedures, across all customer touch
points: contact centers, retail outlets, and Web self-help.
SalesExecutive for AppExchange
Knowledgebase for AppExchange
Visual Mining
Talisma Corporation
An on-demand business intelligence service. Organizations can
apply key performance indicators (KPIs) to communicate business
objectives and track performance against goals.
Enables customers and support agents to get instant answers to all
questions from a well-integrated and easy-to-use knowledgebase.
This solution lowers call volumes and improves agent response.
Contact Centers
Supportfone for Helpdesks and Call Centers
Contactual OnDemand Contact Center for AppExchange
Contactual
Allows your employees to quickly make outbound calls and reference
recorded calls. Supervisors can also view their team’s and contact
center’s performance in real time.
CoreBlox
CoreBlox
Enables you to increase your channel service effectiveness by
providing a unified ticketing and knowledge management solution
for your customers and your channel partners’ customers.
GetAnswered 4.2
GetAnswered LLC
An on-demand application designed to maximize the effectiveness
of phone-based sales and support staff.
26
Certified
Mobile
Angel.com
On-demand, speech-enabled, customer-automated IVR/ACD solution
that phone-enables the Salesforce Service & Support offering.
Virtual Call Center for AppExchange
Five9
On-demand telesales and call center solution that increases sales
performance and customer satisfaction. Key features include IVR,
predictive dialing, call scripting, and call routing.
Worksmart
Pandora Networks, Inc.
Provides VoIP with a virtual IP-PBX and ACD, private and public IM,
Web presentation, desktop collaboration, audio/video/IM/Web
conferencing, and a Web-based contact center, all from a browser.
AppExchange Partner Success Book • Service & Support • May 2006
Angel.com delivers The Business Web™ by phone—
virtual on-demand contact center solutions that create
customer success with every call.
Michael Zirngibl
CEO
Angel.com
Angel.com
Supportfone for Helpdesks and Call Centers
SupportFone for AppExchange is an ondemand help-desk solution that phoneenables the salesforce.com Service & Support
offering, allowing customers to call and check
case status, update a case, open a new case, or
transfer to an agent. Similarly, case managers
can open and close cases, as well as modify
application settings. By blending the power of
Salesforce Service & Support with Angel.com’s
speech-enabled technology, SupportFone
gives customers round-the-clock access to their
accounts via the phone.
About Angel.com
Angel.com (www.angel.com) is the leading
provider of on-demand interactive voice
response (IVR) solutions, which enable
organizations of all sizes to quickly deploy
powerful telephony applications. More than
1,500 customers turn to Angel.com’s patented
Voice Site technology to power customer
service and marketing phone numbers
using intelligent speech recognition that can
automate most phone-based interactions.
Field Service
Project Management
CorrigoConnect for AppExchange
DreamTeam
Corrigo, Inc.
On-demand mobile service management solution that enables you
to gain insight into and control of your service organization with
integrated real-time mobile communications between customers,
service personnel, and vendors.
A Rich Internet Application that adds TeamWork Automation to
Salesforce. DreamTeam provides integrated applications for project
management, collaborative calendaring, document management,
and team communications.
etrace
Initiative Manager 1.00
Gearworks
John Caine (The Phoenix Companies, Inc.)
Mobile workforce management solution that wirelessly extends
Salesforce Service & Support from dispatchers to mobile workers and
helps measure, manage, and optimize field service operations at the
point of service delivery.
Helps you track your department’s yearly initiatives and log employee
time against active initiatives.
Mobile@Connector for AppExchange
A complete replacement of Microsoft Project , integrating projectmanagement functionality with Salesforce. It includes Gantt Chart,
Network Diagram,WBS/RBS/Earned Value Charting, Histograms, and
Team Communication.
Logotec Engineering Group
Provides mobile handheld access to your Salesforce customized
features and data (either online or off), using Microsoft Windows
Mobile devices, including Pocket PC, Phone Edition, and smart phones.
Project-ON-Demand Version 1.0
Projity
Project and Issue Management
Time Tracking
salesforce.com
salesforce.com
Gives organizations a simple framework for prioritizing and managing
the logistics of projects and the resources allocated to them.
Track hours worked compared with hours on open service contracts,
so you know when contracts are about to expire and can take action.
Professional Services
Services Project Manager
salesforce.com
Enables professional services and consulting organizations to
manage their projects from a single location so resources are put to
the best use.
Translation Service 1.1
Verbumsoft
Verbumsoft Translation Service 1.1 enables you to order document
translation services from your Salesforce account.
28
The AppExchange and salesforce.com have brought us
some of our largest customers. They love how the mash-up of
Salesforce and the Five9 Virtual Call Center solution enables
Salesforce SFA and Salesforce Service & Support. The sum is
greater than the parts.
Cary Fulbright
Vice President of
Marketing and
Products
Five9
Five9
Virtual Call Center for AppExchange
Five9 Virtual Call Center for AppExchange,
an on-demand telesales and call center
solution, is a composite application embedded
in the Salesforce browser window, effectively
“phone-enabling” Salesforce applications.
Users can upload call lists, make outbound
and inbound phone calls, link those calls to
Salesforce data, and automatically update
Salesforce after the call.The solution increases
sales performance and customer satisfaction,
and its crystal-clear VoIP saves 40 percent or
more on long-distance costs.
About Five9
As the world’s No. 1 provider of on-demand
call center solutions, Five9 (www.five9.com)
allows businesses of any size, on any-size
budget, to build or expand a contact center
with sophisticated functionality—using just
PCs and a broadband connection.
Quality Assurance
Surveys
Bug Tracker
Call Scripting
salesforce.com
salesforce.com
Provides a basic framework for development groups to track software
defects and the time and resources required to fix them.
Native application used by sales or support to perform scripted
outbound or inbound calls. Create and execute scripts that support
unlimited questions, branching, and scoring.
Bug Tracking and Quality Assurance
salesforce.com
Clicktools for AppExchange
Lets you easily observe which products have recurring problems,
which get the most feature requests, and how development and
quality assurance teams handle each bug or request filed.
Clicktools
Product Management
A completely customizable, on-demand application that enables
Salesforce users to capture and record feedback from contacts, using
custom reports.
salesforce.com
Pollzter for AppExchange
Gives companies a way to consolidate information about the product
development process, including specific releases, features, and
components, along with the risks and issues that affect them.
MW Advisors
Enables easy creation and distribution of custom, on-demand
surveys and response forms, to collect and record real-time
insight from customers, employees, and other audiences—all
from within Salesforce.
QuestionPro for AppExchange
Question Pro
Enables you to collect feedback effectively, which closes the loop of
CRM. Survey customers to bridge a critical gap by adding customer
satisfaction to your list of CRM data points.
30
CoreBlox for AppExchange was designed from its core
to address the challenges of managing support services across
your channel partners.
Todd Clayton
President and CEO
CoreBlox
core BL o X
™
CoreBlox
CoreBlox for AppExchange
CoreBlox for AppExchange seamlessly
integrates with Salesforce to provide a fullservice portal for channel partners and
subcustomers, enabling support organizations
to delegate management of indirect customers
to the reseller. Key benefits to customers
include the ability to offload channel support
costs to the CoreBlox solution, gain key insights
that can be used to shape product direction,
build global knowledgebase content, and
ensure consistent quality of support across all
of their partners.
About CoreBlox
CoreBlox is the pioneer in channel services
management solutions. As the complete
software-as-a-service application for channel
services management, CoreBlox provides the
only toolset that fully enables companies to
provide support across their entire channel,
increasing knowledge and reducing costs.
From time tracking to project management to sophisticated
reporting, OpenAir powers some of the world’s most successful
services organizations. AppExchange customers are increasingly
among them. We’re succeeding because they are succeeding.
Morris Panner
CEO
OpenAir
Open Air
OpenAir PSA for AppExchange
OpenAir PSA is the key to services and
delivery excellence. OpenAir enables
companies to improve utilization by keeping
the right resources on the right project and
improve cash flow by accelerating billing and
collections. OpenAir’s full suite of integrated
applications, from timesheets and expense
reports to complex project and resource
management, requires nothing more than
a browser and supports a variety of mobile
devices, including BlackBerry.
About OpenAir
Ranked Number 161 on the 2005
Deloitte Technology Fast 500, OpenAir
(www.openair.com) is the Web-native
professional services automation solution
that helps independent software vendors,
marketing services companies, consulting firms,
and internal corporate service organizations
increase top-line growth, improve operations,
and enhance financial controls.
Integrating sales information stored in third-party systems
to Salesforce is critical for enterprise customers. ESI for
AppExchange makes this a snap, enabling customers to focus
on running their businesses, not their IT systems.
Eric Berridge
Cofounder and
Principal
Bluewolf
Bluewolf Group
Enterprise Salesforce Integration (ESI)
Enterprise Salesforce Integration (ESI) for
AppExchange allows organizations to integrate
third-party applications and other Web services
to Salesforce in minutes. ESI is built to handle
large transaction volumes. It leverages the highend security and scalability of Salesforce and is
in use by salesforce.com’s largest customers to
handle both simple and complex integrations.
With ESI, customers have 100 percent assurance
that systems will always integrate to Salesforce
and will be compatible with the most recent
AppExchange API.
About Bluewolf Group
Founded in 2000, Bluewolf (www.bluewolfgroup.
com) is an on-demand enterprise consulting
company that specializes in the deployment
of enterprise software applications.Through
its Customer Success Guarantee, Bluewolf is
reinventing the concept of enterprise consulting,
one that is tailor-made for the on-demand world.
Collaboration
Desktop
Brainshark Express
DemandTools for AppExchange
Brainshark
CRMfusion, Inc.
Turns Microsoft PowerPoint presentations and familiar materials into
engaging and interactive voice-enriched content.
A high-performance suite of tools for data manipulation, loading,
updating, deduplicating, and duplicate prevention. DemandTools is
compatible with all AppExchange data.
Conference Calls on Skype and Regular Phones
VAPPS, LLC
Developer’s Sidekick
HighSpeedConferencing.com is a conference calling service for callers
from regular phones and callers using Skype.The service provides
high-quality, low-cost audio conference calls.
Upside Outcomes
Create Adobe PDF Online
A free client app that instantly displays the objects and attributes
of your Salesforce schema. Handy for developing custom apps or
designing reports.
Adobe Systems, Inc.
Doc2Salesforce
Converts your sales proposals, price lists, and presentations into
Adobe PDF files.With this easy-to-use service, you can ensure that
your customers see these documents exactly as you intended.
CRMfusion Inc.
DreamTeam
A freely distributed utility that provides a quick and easy way to
manage your document repository through its 32-bit AppExchange
integration.
SalesAlerts
A rich Internet application that adds TeamWork Automation to
Salesforce. DreamTeam provides integrated applications for project
management, collaborative calendaring, document management,
and team communications.
invisibleCRM
SellASAP
SalesFavorites
Convoq, Inc.
invisibleCRM
A Web conferencing system that tightly integrates with Salesforce,
SellASAP allows sales reps to conduct presentations and
demonstrations online and automatically record event logs, all within
Salesforce.
Desktop application that allows users to create and manage a list of
bookmarks to customer records on Salesforce. Find and access any
record on Salesforce from your desktop.
Monitors your customer data on Salesforce and keeps you alerted
to customer developments. Use pop-ups and lists of new events to
instantly access your customer information on Salesforce.
SalesFolder
invisibleCRM
Allows you to add, update, and access all your sales, marketing, and
service documents from your desktop. Add files to any Salesforce
object easily, and access those files while disconnected.
Send2Salesforce
CRMfusion Inc.
Lets you quickly and easily add attachments to existing account or
opportunity records in your Salesforce database, through client-based
32-bit AppExchange integration.
34
Certified
Mobile
AppExchange Partner Success Book • Tools & Utilities • May 2006
Scribe Insight is perfectly suited for salesforce.com’s
AppExchange community. Our simple, graphically
oriented process makes data migrations and integrations
to Salesforce easy.
Peter Chase
Executive
Vice President
Scribe Software
Scribe Software
Scribe Insight
Scribe Insight for AppExchange allows you to
seamlessly integrate your on-demand CRM
environment with your existing on-premise
applications, in a simple and cost effective
manner. An intuitive graphical interface enables
your business and data analysts to design, build,
and deploy data integration and migration
solutions in hours—without writing a single line
of code.This solution is perfect for Salesforce users
with data integration and migration needs or
those who also need to integrate Salesforce
with other applications.
About Scribe Software Corporation
Scribe Software Corporation (www.scribesoft. com)
provides data migration and integration software
solutions that put CRM and ERP to work for its
customers. Scribe’s products make it possible
for companies to sell more and provide better
customer service by creating one complete view
of the customer.
Integration Tools
AccountDynamics
Enterprise Salesforce Integration (ESI)
SalesCentrix.com Inc.
Bluewolf Group
A certified integration solution for Salesforce and QuickBooks offering
real-time, bidirectional synchronization of key data such as accounts,
opportunities, and products.
The first enterprise integration product built specifically for Salesforce.
Allows organizations to integrate third-party applications and other
Web services to Salesforce in minutes.
ActNow
InterWeave Integration Platform for Salesforce
Scribe Software
Integration Technologies Inc.
An on-demand data migration service for sales and sales
management users who would like to import their existing customer
and prospect data from ACT! into Salesforce.
Creates a bidirectional, real-time bridge between your data in
Salesforce and your in-house systems, connecting any database,
application, or service quickly and easily.
BRIDGEWERX OnDemand Integrator
Relational Junction for Salesforce
BRIDGEWERX
Sesame Software
Delivers real-time integration between Salesforce and other enterprise
systems; synchronizes account, opportunity, and other key information
easily and securely, with no coding or expensive middleware.
Lets you migrate legacy systems, integrate ERP applications, and do
Salesforce reporting with your local database. Fully automates twoway replication of your Salesforce site to a local data warehouse.
Cast Iron Systems Application Integration Appliance
Salesforce Integration for Great Plains
Cast Iron Systems
Scribe Software Corporation
Purpose-built solution for integrating Salesforce with other
applications using “no-software.” Use it to integrate with SAP, Oracle,
databases, and more in just days while cutting costs by 80 percent.
Powered by the Salesforce-certified Scribe Insight integration
platform, this solution provides real-time integration of customers,
products, orders, and invoices between Salesforce and Microsoft
Dynamics GP (formerly Great Plains.)
Data Catapult for AppExchange from Pervasive Software
Pervasive Software
Salesforce Integration for SAP
Quickly, accurately, and affordably loads data into Salesforce from
vitually any data source or format, such as ACT!, GoldMine, SalesLogix,
Microsoft CRM, and Onyx.
Pervasive Software
Data Replication Engine (DRE)
Bluewolf Group
Enables the replication of all data within Salesforce to any customerhosted local database and provides data accessibility and flexibility.
Above All Software
DBAmp/Pro
forceAmp.com
Connects Salesforce with Microsoft SQL Server so you can easily
access your Salesforce objects using SQL Select, Update, Insert, and
Delete statements.
36
Lets you integrate Salesforce with SAP and other business systems
rapidly and reliably. Critical customer and business information can be
easily shared with sales, marketing, operations, and support teams.
Enables customers to easily integrate SAP order information into their
Salesforce application and provides account managers with greater
up-sell and cross-sell opportunities.
Scribe Insight for AppExchange
Scribe Software
Allows you to seamlessly integrate your on-demand CRM
environment with many existing on-premises applications in a simple,
cost-effective, and straightforward manner.
Above All is in the business of simply and rapidly
integrating our customer’s on-demand applications with
their existing systems. Within weeks, our customers enjoy
improved customer satisfaction and increased productivity.
Deborah Scharfetter
Vice President
of Products
Above All Software
Above All Software
SAP Order Management for AppExchange
enables customers to easily integrate SAP order
information into their Salesforce application.
Using rapid-assembly visual tools, customers
can create and update orders within SAP and
have Account and Opportunity information
automatically synchronized between both
systems. From within their familiar Salesforce
interface, users are allowed transactional access
to the underlying SAP system.These unique
integrated solutions deploy in just weeks with
zero incremental training costs..
About Above All Software
Above All Software (www.aboveallsoftware. com)
provides integration software to rapidly
assemble composite applications that easily
integrate Salesforce with various “back-office”
systems, including order management, finance,
inventory, case management, and defect
tracking. Customers typically deploy their
composite application within weeks to achieve
increased productivity and visibility.
Productivity Tools
aiCategorizer
Personal Sales Goals
A.I.Tech Software, Inc.
HarvestGold
Helps you uncover valuable patterns hidden in your data. For example,
find customers who are more likely to buy specific products.
Helps you determine the activity and productivity levels necessary
to ensure that you meet your personal sales goals and income
objectives.
Brainshark Express
Brainshark
PrivateExpress for AppExchange
Turns Microsoft PowerPoint presentations and familiar materials into
engaging and interactive voice-enriched content.
Message Secure Corporation
CardScan for Salesforce
CardScan, Inc
Provides painless, quick, and accurate data entry from business cards,
email signatures, and Web pages.
Catalog-on-Demand for AppExchange
ObjectPublisher Web Services
Easily produce high-quality PDF catalogs aimed at specific markets or
opportunities. Click on the desired products; the rest is automatic.
Formit for AppExchange
Clicktools
Lets Salesforce users easily build complex Web forms to collect
information and automatically transfer it back into Salesforce.
Knowledgebase for AppExchange
Talisma Corporation
Enables customers and support agents to get instant answers to
all questions, in a well-integrated and easy-to-use knowledgebase.
Lowers call volumes and improves agent response.
Mass Update for Opp Review Schedule
Carl V
This S-Control is a quick and painless way to update revenue
schedules associated with a specific opportunity, whenever that
opportunity close date is changed.
Mindjet MindManager 6 Accelerator
Mindjet Corporation
A free add-on that extracts account and opportunity information
from Salesforce screens and places it in straightforward, visually
detailed Map Dashboards.
OrgView
A Rich Internet application that allows any Salesforce user to rapidly
build, view, and drill down on graphical organization charts.
38
Provides compliance-grade secure document delivery from within
Salesforce. Send confidential documents safely and securely without
leaving Salesforce, and track them with a 100 percent nonrepetitive
audit trail.
Sales-Guru for AppExchange
Ascendus Technologies
Easy-to-use tool for creating online courses and assessments; import
ready-made courses created by third-party sales trainers with the click
of a button.
SmartStore for AppExchange
SmartStore
Lets people who have access to Salesforce write full-color
personalized communications that are printed and mailed in just
24 hours.
SnapShot
DreamFactory
Allows administrators to take a picture of the current state of
customizations in a Salesforce org or Sandbox—indispensable for
release management.
User Poll App 1.01
Poll your users by placing a multiple-choice question on your
Salesforce.com home page.
Worksmart
Pandora Networks, Inc.
Provides VoIP with a virtual IP-PBX and ACD, private and public IM,
Web presentation, desktop collaboration, audio/video/IM/Web
conferencing, and a Web-based contact center all from a browser.
We introduced SnapShot in response to our users’
needs to manage mission-critical implementations. It is
customer-driven innovation in action—delivered to the
AppExchange with continual enhancement based on
customer feedback.
Travis Huch
Vice President, Sales
DreamFactory
DreamFactory
SnapShot
SnapShot for AppExchange allows
administrators to take a picture of the current
state of the customizations in a Salesforce
org or Sandbox. SnapShot provides a highly
visual way to compare these archived records
and track changes over time, between
different accounts, or between different
user profiles. It is an indispensable tool for
release management—documenting the
modifications in your Salesforce account, and
aiding with Sarbanes-Oxley compliance or
HIPAA regulations.
Wireless
AppExchange Mobile
salesforce.com
Lets you quickly and easily extend the value you get from Salesforce
by giving all your users wireless access the live data they need.
ClairAccess for AppExchange
ClairMail, Inc.
Provides instant one-click access to Salesforce from any mobile device,
without requiring client-side software or a frustrating mobile browser.
etrace
Gearworks
Wirelessly extends Supportforce.com from dispatchers to mobile
workers and helps measure, manage, and optimize field service
operations at the point of service delivery.
Mobile@Connector for AppExchange
Logotec Engineering Group
Provides mobile handheld access to your Salesforce customized
features and data (either online or off), using Microsoft Windows
Mobile devices, including Pocket PC, Phone Edition, and smart phones.
Pyxis Mobile mPlatform
Pyxsis Mobile
Wireless applications tailored to the needs of the investment industry
that let mobile financial professionals extend critical business data
from hosted and internal enterprise systems to their mobile devices.
Sales Anywhere
iAnywhere Solutions
Provides anywhere, anytime access to Salesforce on Windows Mobile
and Palm OS devices-with or without a wireless connection.
Vettro RainMaker for AppExchange
Vettro RainMaker
Provides unified access to all sales and customer details via a single
on-demand mobile application.
40
AccountDynamics for AppExchange is ideal for those
in the Salesforce community who also use QuickBooks.
Important data synchronizes between the two apps in
seconds for consolidated information at your fingertips.
Nicki Decloux
Director,
Sales & Alliances
SalesCentrix
SalesCentrix
AccountDynamics
AccountDynamics for AppExchange is
an integration solution for Salesforce and
QuickBooks that offers real-time, bidirectional
synchronization of key data, including accounts,
opportunities, and products. Now you can
turn your two key customer databases into a
single integrated end-to-end system, providing
maximum efficiency and control.With fivestar-rated AccountDynamics, your company’s
most important information, such as customer
details, product details, order details, and order
status, flows seamlessly.
About SalesCentrix
SalesCentrix (www.salescentrix.com) is
a Vancouver, Canada-based software
development firm that develops hosted
integration solutions for small to medium-size
companies. SalesCentrix makes it possible
for customers to choose from among bestof-breed CRM, accounting, and Web store
solutions while maintaining the benefits of
end-to-end systems integration.
How to Select Mobile Apps for Your Workforce
AppExchange Mobile
On April 11 this year, salesforce.com introduced AppExchange Mobile, powered through the acquisition of
Sendia Corporation. Using the AppExchange Mobile technology, salesforce.com has already mobile-enabled
more than 60 on-demand applications currently available on the AppExchange.What types of applications
are best suited for hand-held computers and smart phones, and which applications do your salespeople, for
example, most need to have available from a small mobile device?
Mobile Application Selection Criteria
Mobile applications should be heavily oriented toward personalization with mechanisms that permit the
main Web application to extend to mobile users, based on event monitoring and other alerting mechanisms.
Mobile applications are best if they permit the mobile user to profile areas of interests. Specific events then
trigger messages that are downloaded to the mobile device based on the user’s profile.
Select mobile applications based on whether time-criticality of information or convenient access to
information are at the core. Otherwise, users will forego the inconvenience of using a mobile device and wait
until they return home or to the office to use their PCs. Good mobile applications must also stand above
all other choices for conducting any transactions. If using a mobile application is more time-consuming
than simply picking up the phone and calling, it will be used infrequently. Look for mobile applications that
provide optimized response time, intuitive design, minimal navigation, multidevice/multimedia capabilities,
and a high level of personalization.
Useful Mobile Applications for Any Field Sales Organization
AppExchange Mobile adds value to any field sales organization by supplying information anytime and
anywhere in the field, where the immediate availability of information is critical to close a deal, for example.
Sales leads, inventory availability, customer service issues, and scheduling applications are among good
functions to provide on your mobile devices. The apps mobilized via AppExchange Mobile are indicated in
this book with the AppExchange Mobile logo. You’ll see other mobile AppExchange apps in this directory as
well.Test-drive the ones that look promising for your particular needs at www.appexchange.com.
CRM Success Expert
42
Our appliance integrates AppExchange solutions with a
wide variety of other systems in days. You just can’t do that
with software.
Matt Johnson
Vice President,
Engineering
Cast Iron Systems
Cast Iron Systems
Application Integration Appliance
The Cast Iron Integration Appliance for
AppExchange is a “no software” solution for
integrating Salesforce in just days. Use it to
integrate with SAP, Oracle,Web Services, custom
applications, XML, and all databases, while
cutting costs by 80 percent.With a no-coding
approach, you quickly choose from predefined
AppExchange integration templates—called
Accelerators—that match your business needs,
and deploy them immediately. No need for
deep integration expertise. Result: Salesforce
integration can now be completed in just days.
About Cast Iron Systems
Cast Iron Systems (www.castironsystems. com)
provides an appliance-based “no-coding”
approach to integrating business applications
and data. Fortune 500 and midsize companies
alike are using the Cast Iron Integration
Appliance to complete projects in just days
and slash their integration costs by 80 percent
or more.
Four Principles for Successful Customer-Centric Strategies
More Secrets to CRM Success
According to Scott Nelson, vice president and distinguished analyst at Gartner, there are really only four main
guiding principles for successful customer-centric strategies.* Nelson believes organizations should work on
all four strategies at the same time, but that one of those strategies will tend to dominate, based on the goals
and culture of the particular company.
Understanding the four main customer-centric strategies will help you to plan and prioritize your
investments accordingly, improving your chances for success.
Strategy 1: Extend the depth and breadth of relationships to achieve a larger share of the customer
relationship. Assume your organization is underrepresented in the customer’s thinking and that you can
enlarge your “fair share” of the relationship.
Strategy 2: Reduce delivery channel costs; create barriers to entry for competition. Move customers and
transactions from high-cost channels to low-cost channels, such as the Internet.
Strategy 3: Reinforce the brand. CRM is the fulfillment of the promise created around the brand.This
strategy emphasizes the handoff from branding media, such as television, to more interactive media, such
as the call center.
Strategy 4: Create customer satisfaction and loyalty.The goal is happier customers. Every interaction with the
customer either creates satisfaction or destroys it.
Which customer-centric strategy is your organization pursuing? Do you find one strategy has dominated
your investments in CRM? Is it the right one? For tools to help your organization follow all four strategies,
you need look no further than the AppExchange. Browse this book for applicable apps, test-drive them on
the AppExchange, and use AppExchange Builder to create apps tailored to your individual requirements
for success.
CRM Success Expert
*Gartner Research Note Ten Secrets for Creating a Customer-Centric Enterprise, December 22, 2005, S. Nelson
VerticalResponse enhances Salesforce’s mass mail
functionality without sacrificing its intuitive quality. Users
can easily create campaigns while taking advantage of
expanded list management capabilities, statistics tracking,
and pay-as-you-go pricing.
Janine Popick
CEO
VerticalResponse
VerticalResponse, Inc.
VerticalResponse for AppExchange
VerticalResponse for AppExchange provides
self-service email and direct mail, helping
Salesforce users meet their business objectives.
With VerticalResponse, users can build custom
mailing lists of any size, design professional
sales and marketing campaigns, and track realtime statistics.Whether you’re communicating
with 10 established contacts or 10,000 new
leads,VerticalResponse gives you the power to
control your outbound campaigns from start
to finish.
About VerticalResponse
VerticalResponse (www.verticalresponse.com)
is a leading provider of self-service direct
marketing solutions. Its suite of robust
marketing tools enables businesses of all
sizes to create, deploy, and measure email
and postcard campaigns—no technical
experience required.
Data Cleansing
Access Hoover’s
TPS Update
Hoover’s, Inc.
Upside Outcomes
World-class database of 16.5 million companies and more than 20
million contacts for creating and importing customized prospect lists,
performing targeted company and people searches, etc.
Provides a simple, quick, and efficient means of screening contact and
account data against the U.K.Telephone Preference Service (TPS) lists.
Account Intelligence
Eloqua Conversion Suite
OneSource Information Services
Puts business information on more than 3.2 million public and private
companies and 7 million executives worldwide into the CRM system
you use every day.
ActivePrime CleanCRM
ActivePrime, Inc.
Data-quality and conditioning that seamlessly integrates into
Salesforce. Cleanse and de-dupe, verify, fix, and standardize CRM data;
compare and correct it against a master directory.
CardScan for Salesforce
CardScan, Inc
Provides painless, quick, and accurate data entry from business cards,
email signatures, and Web pages. Lead management starts with
contact data entry: Empower your users to do it —and get it right.
Diamond Data
Harte-Hanks Trillium Software
Provides global data quality; cleanses customer information; validates
and corrects addresses; identifies duplicates; and appends geographic
and demographic data for contacts, leads, and accounts.
Factiva SalesWorks for AppExchange
Factiva SalesWorks
Provides sales professionals with timely and critical company,
executive, and news information about prospects and customers that
helps sales professionals sell more, faster.
GeoConnect
Cleanses, validates, and geocodes addresses. GeoConnect also
overlays the local taxing municipality, ensuring the correct calculation
of local tax and reducing the risk of costly audits.
RingLead Declone
Prevents duplication, by matching and updating existing contacts or
leads from online contact forms or imported lists. A similar tool from
RingLead identifies duplicate leads, contacts, and accounts.
Mobile
Execute and automate marketing campaigns—email, direct mail, lead
scoring, lead distribution, custom forms and chat—integrated with
Web site prospect tracking and prospect segmentation database.
EskerOnDemand
Esker
A pay-as-you go service for sending mail, faxes, emails, and text
messages from Salesforce leads, contacts, or campaign members.
HarvestGold Planner
HarvestGold
Designed to help salespeople leverage detailed historical sales
information to drive a comprehensive five-step territory planning
and goal-setting process.
Relevancy Scoring for AppExchange
Allows users to weight criteria for a lead, account, or contact. Configure
criteria resulting in a “score” used to focus your team, based on bestknown success criteria.
Omniture
Accelerates marketing and sales success by providing the optimal
link of relevant data, such as lead source and sales stage, between
SiteCatalyst and Salesforce.
Document Management
Adobe Systems, Incorporated
Lets you convert your sales proposals, price lists, and presentations
into Adobe PDF files.With this easy-to-use service, ensure that your
customers see these documents exactly as you intended.
Doc2Salesforce
RingLead
Certified
Eloqua Corporation
Create Adobe PDF Online
Customer Connect
46
Demand Generation
CRMfusion Inc.
Freely distributed utility that provides a quick and easy way to
manage your document repository through its 32-bit
AppExchange integration.
AppExchange Partner Success Book • Marketing • May 2006
AppExchange is a tremendous resource for customers
looking to add value to their CRM investment and a
viable marketing channel that has increased our lead flow
15 percent.
Mark Organ
CEO
Eloqua Corporation
Eloqua
Eloqua’s integrated demand generation
platform delivers automated lead qualification,
scoring, and nurturing capabilities to produce
sales-ready leads. Integrated with Salesforce,
Eloqua’s personalized emails and microsites
target and respond to prospect interests.
Campaign automation reacts to prospect
activity, so marketers can do more with less.
Real-time marketing and Web site analytics
provide true closed-loop demand generation.
The result? Lower lead acquisition costs, higher
revenue, reduced sales cycles, and increased
marketing productivity.
About Eloqua
Eloqua (www.eloqua.com) is the leading
provider of demand generation solutions
for marketers who need to generate highquality, sales-ready leads and measure success.
Headquartered in Toronto, and with hundreds
of referenceable customers worldwide, Eloqua
has offices across North America and Europe.
PrivateExpress for AppExchange
Eloqua Express
Message Secure Corporation
Eloqua Corporation
Compliance-grade secure document delivery from within Salesforce.
Send confidential documents safely and securely without leaving
Salesforce, and track them with a 100 percent nonrepetitive audit trail.
Lets you execute email marketing campaigns with personalized
landing pages and real-time tracking of prospect activity on
your Web site.
SalesFolder
EskerOnDemand
InvisibleCRM
Esker
Provides automated organization and sharing of all sales, marketing,
and service documents on any computer, allowing sales and service
users to work with all of their documents and attachments offline.
A pay-as-you go service that allows salesforce.com customers to send
postal mail, faxes, emails, and text messages directly from Salesforce
leads, contacts, or campaign members.
Sant Suite
VerticalResponse for AppExchange
The Sant Corporation
VerticalResponse
Automates proposal writing and helps businesses create persuasive,
client-centered proposals and deliver accurate, approved sales
documents with a consistent look and feel.
Provides self-service email and direct mail solutions. Create custom
mailing lists of any size, design professional sales and marketing
campaigns, and track postlaunch statistics.
ShareFree
Events
ShareMethods
Provides a shared and scalable library of sales and marketing
materials free for as many as five users. Manage and rapidly deliver
key documents to the sales force, channels, and partners.
salesforce.com
ShareNow
Track presenters, the conferences at which they have spoken, and the
topics they’ve addressed.You can use this app to schedule speakers,
understand industry trends, and connect with prospective customers.
ShareMethods
Event Management
Provides a large, shared, and scalable library for sales and marketing
materials. Easily share documents with marketing, sales, partners, or
prospects or pass documents through a multiuser approval process.
Email Marketing
GOT Corporation
Outbound email tool seamlessly integrated with Salesforce that
lets you send large campaigns, view the actions taken by leads and
contacts, and create reports without ever leaving Salesforce.
ClientHouse Campaign Mailer 1.3
ClientHouse GmbH
Email marketing solution that enables an organization to send highly
personalized mass emails to its target segments without incurring
additional email costs.
Eloqua Corporation
Execute and automate marketing campaigns—email, direct mail,
lead scoring, lead distribution, custom forms, and chat—integrated
with Web site prospect tracking and a segmentation database.
48
Conference Management
salesforce.com
Lets marketing professionals manage and track all of their events—
from planning through execution—in a collaborative environment.
Market Research
A+ Lead Finder by NextMark
NextMark, Inc.
Chooses the best lists and manages your lead generation campaigns.
As much as 60 percent of the success of your lead generation
campaigns depends on your choice of lists.
Before the Call
Before the Call
An on-demand sales intelligence solution that quickly combines
external market information and a company’s internal resources to
close the lead-qualification gap in the sales process.
Clicktools for AppExchange
Clicktools
A completely customizable, on-demand application that enables
Salesforce users to capture and record feedback from contacts, using
custom reports.
Duplicate information wreaks havoc on sales processes.
RingLead Declone brings order to lists and online contract
forms within Salesforce, so all your sales outreach efforts can
be successful ones.
Steve Lehr
President
RingLead
RingLead
RingLead Declone
Declone on-demand services from RingLead
are easy-to-use, fully configurable, and
customizable. Prevent duplicates from ever
being created by matching and updating
existing Contacts or Leads from any online
contact Web form or list without losing any
incoming data or existing data. Set field-byfield configurations and email notifications.
Declone gives customers the ability to identify
any duplicate Accounts, Contacts, and Leads
already in Salesforce to take full advantage of
the existing Salesforce merge utilities.
About RingLead
RingLead (www.ringlead.com) provides
preventive de-duplication services validated
by salesforce.com in March 2004, helping
more than 100 customers prevent duplicates
from being created in Salesforce. RingLead is
dedicated to helping customers better utilize
resources to focus on lead generation, not
technology speed bumps.
Google Connector to Retain Search for AppExchange
Channel Rebates
salesforce.com
Enables you to retain Google search results via simple drag and drop.
Now your valuable research can be retained within Salesforce.
Lets you make your partner portal stickier and increase partner
adoption by creating rebates and promotions. Provides guidelines
and best practices to design and launch winning programs.
idEXEC Append and Peer for AppExchange
Partner Communications
Tracks 2 million executives at 900,000 organizations in 172 countries
to locate the right decision maker fast. Allows you to validate and
append lead, account, and contact records from within Salesforce.
salesforce.com
LinkedIn Business Network for AppExchange
Lets you push information to targeted partner accounts. Channel
managers manage communications through Salesforce, and partners
have self-service access through the Salesforce Partner Portal.
Reseller Certifications
Allows you to view your LinkedIn network seamlessly within
Salesforce.Your network of contacts is a critical component of your
effectiveness and now can be accessed easily.
salesforce.com
Pollzter for AppExchange
Allows manufacturers to track resellers of their products and
determine which reseller employees are certified to demonstrate,
use, and sell specific components of those products.
MW Advisors
Special Pricing
Enables easy creation and distribution of custom, on-demand
surveys and response forms, to collect and record real-time insight
from customers, employees, and other audiences—all from
within Salesforce.
salesforce.com
Programs & Promotions
Spoke Software
Enables Salesforce users to identify new prospects from a network
of 30 million people in more than 500,000 companies. Users can
instantly add prospects as leads or contacts.
Partner Marketing
Enables partners to request special pricing on competitive deals. More
deals are won, new pricing policies are set, and vendors can track the
effectiveness of current strategies.
Marketsync On-Demand Marketing for AppExchange
Marketsync Inc.
Enables you to design, execute, and measure marketing programs.
Touch individual customers with marketing materials, promotional
products, and communications and measure marketing ROI.
Channel Finance
Plurapage
salesforce.com
iNeoMarketing
Used to manage financially oriented channel processes. Channel
managers manage these closed-loop processes through Salesforce,
and partner self-service is supported through the Partner Portal.
A fast and easy yet sophisticated way to create customized, branded,
and recipient-personalized landing pages with corresponding forms
to track and convert more prospects.
Channel Funds
SmartStore for AppExchange
salesforce.com
SmartStore
Used to create joint marketing programs. Channel managers
manage these closed-loop processes through Salesforce, and
partner self-service is supported through the Partner Portal.
Lets people who have access to Salesforce write full-color
personalized communications, printed and mailed in 24 hours.
Channel Plans
Kieden (Beta Edition)
salesforce.com
Drives high-value channel partner relationships by goals that can
be measured and rewarded. Simple, integrated channel plans offer
enhancements to a traditionally ad hoc process.
Search Marketing
Kieden Corporation
A search marketing application that offers complete integration with
Salesforce.You can place ads online with major search engines and
track exactly which ads generate leads and results.
50
Campaigner for Salesforce empowers Salesforce users
to build lasting relationships with their leads and contacts.
Seamless integration with AppExchange has allowed GOT
to better service our broad base of Salesforce customers.
Greg Singleton
Vice President
of Sales
GOT Corporation
ner
Campaig
for
corporation
GOT Corporation
Campaigner for Salesforce empowers users
to create and send high-volume email
communications without ever leaving their
Salesforce account. All campaign responses
are automatically logged as Activity History
to each recipient for easy visibility, reporting,
and creation of follow-up messages. Now
Sales, Support, and Marketing can build better
relationships with their leads and contacts and
managers can have the visibility they need. GOT
was the first partner to launch an AppExchange
product so users benefit from the most markettested email marketing product available.
About GOT Corporation
GOT Corporation (www.gotcorp.com) offers
leading email marketing and marketing
automation expertise through a broad range of
products and solutions, supporting both SMB
and large-scale organizations in the delivery
of targeted, highly individualized customer
communications. GOT provides full technology,
products, and consulting.
Building the Case for CRM in Your Organization
Building the Case for CRM
Brilliant CRM business cases give decision makers all the information they need to take action.When developing
a CRM business case, most organizations use a standard business case template to ensure completeness and
consistency. Although section titles and sequencing vary, most include the following:
1. Executive summary
2. Introduction and background
3. Opportunity or problem definition
4. Recommended solution and alternatives
5. Benefits estimates and assumptions
6. Cost estimates and assumptions
7. Financial analysis
8. Risk factors and mitigation
9. Implementation approach and timeline
10. Appendix
In your executive summary, state the problem, what recommendations you are making, and what you
hope to achieve. State the opportunity or problem definition in business terms, and link it to business
objectives or pain points. In some cases, you can combine sections involving financial issues (5, 6, and 7 above)
into one section.
Overall, your business case is used to brief and presell influencers and decision makers. It is a sales tool to gain
project buy-in and management approval and funding. It can also be used to drive project execution and prove
that the business has achieved the promised payoff. Keep all of these purposes in mind as you develop your
case. For more tips on this subject, browse www.successforce.com.
CRM Success Expert
52
With AppExchange, we didn’t just build an application,
we built an entire company. Instead of worrying about
infrastructure, we spend our time focusing on customers.
Kieden Corporation
Kieden
Kieden is the only search marketing application
designed for customers of salesforce.com.
Kieden allows you place ads online with major
search engines, getting your message in front
of millions of prospective customers at the
exact moment they are searching the Web for
your products or services. Kieden correlates
clicks on your ads as they turn into leads within
Salesforce, allowing you to track exactly which
ads are generating meaningful results for your
sales organization.
kieden
R
About Kieden Corporation
Kieden (www.kieden.com) is the leading
provider of search marketing solutions for
salesforce.com customers. Its on-demand
application allows companies to run, manage,
and measure every aspect of the search
marketing process, all from within Salesforce.
For information call +415-738-8595 or email
[email protected].
Kraig Swensrud
Cofounder
Kieden Corporation
(top right) with fellow cofounders
Brainshark Express helps salespeople make every
call a warm follow-up call and accelerate deals. With the
AppExchange, it’s easy for every Salesforce customer to try
Express and gain increased momentum in their sales process.
Joe Gustafson
CEO
Brainshark
Brainshark
Brainshark Express
With Brainshark Express, businesspeople can
easily create and publish on-demand Webbased presentations enriched with the power
of their own voice. Deliver consistent, timely,
messages to your prospects and customers
and enjoy closed-loop tracking into Salesforce.
The combination of Salesforce and Brainshark
enables salespeople to increase their reach,
immediately identify the most interested
prospects for targeted follow-up, and begin
sales conversations at a more advanced level.
About Brainshark
Brainshark, Inc. (www.brainshark.com) is the
leading provider of on-demand rich-media
solutions that enable companies, government,
and individuals to communicate critical
knowledge quickly and consistently. With
Brainshark, businesspeople can create, manage,
and share on-demand presentations that
combine voice, visuals, and documents for
high-impact viewing anytime, anywhere.
ShareNow for AppExchange powerfully delivers sales and
marketing documents on demand on a global basis; as a result,
we have helped key customers realize their business objectives
quickly, easily, and affordably.
Eric Hoffert
CEO
ShareMethods
ShareMethods
ShareNow for AppExchange
ShareNow for AppExchange is built on the
ShareMethods collaborative document
management application and provides a
large, shared, and scalable library for sales and
marketing materials. Users can easily share
packages of documents with marketing, sales,
partners, or prospects, or pass documents
through a multiuser approval process. Deep
Salesforce integration allows Salesforce users
to view their contacts and automatically log
emails in their activity history. Customers can
also add ShareNow to other AppExchange
applications.
About ShareMethods
ShareMethods (www.sharemethods.com)
delivers on-demand services that combine
document management, collaboration,
analytics, and CRM integration into a single
solution. ShareMethods received an “Excellent”
rating for usability from eWeek and scored 9
out of 10 for “Ease of Use, Implementation, and
Value” by InfoWorld.
SiteCatalyst for AppExchange makes sales and marketing’s
jobs easier by supplementing sales funnel data with site
behavior data to help marketing run the right lead-generation
campaigns and sales focus on the right leads.
John Mellor
Senior Vice President
Business Development
Omniture
Omniture
SiteCatalyst for AppExchange by Omniture
accelerates the path to marketing and sales
success. SiteCatalyst for AppExchange provides
in-depth insight by integrating lead source,
sales stage, and campaign data between the
SiteCatalyst and salesforce.com platforms.This
exposes how leads from specific campaigns
and the individual creative elements of
those campaigns (for example, search,
email, and banners) flow through the sales
funnel. Ultimately, this yields a true ROI at the
campaign level.
About Omniture
Omniture, Inc. (www.omniture.com) is
the leading provider of online business
optimization software, enabling customers
to manage and enhance online, offline and
multichannel business initiatives. Omniture’s
on-demand software enables customers
to capture, store, and analyze information
generated by their Web sites and other sources
and to gain critical business insights into the
performance and efficiency of marketing and
sales initiatives and other business processes.
Sales executives can go to market with confidence, using
Sales Compliance for AppExchange to give them closedloop management of the compliance of their salespeople with
government regulations and corporate policy.
Roger Bottum
Vice President of
Marketing
Axentis
Axentis
Sales Compliance for AppExchange
With a click, see that your sales team is meeting
relevant regulations and corporate policies
by using Sales Compliance for AppExchange.
Provided by the leader in compliance
applications, Axentis Sales Compliance
makes it easier and faster to manage sales
compliance training and certification
requirements in industries such as life sciences
(pharmaceuticals, biotechnology, medical
equipment) and financial services (insurance,
banking, investment services). Integration with
Salesforce automates distributing the right
compliance content to the right salespeople,
tracking through electronic signatures, and
managing exceptions.
About Axentis
Axentis (www.axentis.com) is the leading
provider of enterprise governance, risk, and
compliance software.Whether tackling sales
and marketing practices, Sarbanes-Oxley,
HIPAA, or code of conduct, Axentis Enterprise is
the most widely used platform for automating
compliance processes, reducing costs, and
managing risk.
Accounting/Finance
IT
Financial Management
Intacct Corporation
salesforce.com
Manages opportunities, sales, and forecasts and provides accounting
with insight into customer support issues when collecting payments.
A dashboard provides warehouse managers instant notification of
new orders.
manage their projects from a single location so resources are put to
the best use.
InterWeave Integration Platform for Salesforce.com
Account Dynamics
Integration Technologies, Inc.
Creates a bidirectional, real-time bridge between your data in
Salesforce and your in-house systems, connecting any database,
application, or service quickly, easily, and with the ability to integrate
your entire enterprise.
Budgeting
salesforce.com
Ties purchase orders directly to related invoices and budgets so you
can accurately monitor how money is spent and track the complete
purchasing lifecycle.
Budgets
salesforce.com
Creates one centralized location for all your budgets, eliminates the
need to manage multiple budget versions in multiple spreadsheets,
and gives budget owners a real-time view of allocated funds.
Expense Tracking
Expense Management
Intacct Corporation
Streamlines your company’s expense reporting and approval process
and lets employees submit expense reports with sales receipts
attached. Managers approve reports online.
Expense Tracker
salesforce.com
Enables employees to quickly and easily file expense reports and
gives companies a streamlined way to file, approve, track, and analyze
employee expenditures.
ExpenseWire for AppExchange
SamePage Solutions
Provides advanced routing workflow, policy enforcement, drag-anddrop credit card integration, and click-to-pay ACH reimbursement,
with best-in-class flexibility and tight integration with Salesforce
Accounts and Opportunities.
Certified
Mobile
SalesCentrix.com Inc.
A certified integration solution for Salesforce and QuickBooks offering
real-time, bidirectional synchronization of key data such as accounts,
opportunities, and products.
Comergent Technologies Inc.
Budgeting and Purchasing
58
Order Management
Orchestrates complex product, selling, and order management
processes across multiple enterprise systems, business organizations,
and sales channels.
Selectica
Orchestrates the quoting cycle, accelerating the speed and accuracy
of configuration and pricing. Fastraq Marketing Workbench
empowers you to manage your product data, business rules, and
pricing policies.
Firepond OnDemand
Firepond, Inc.
Lets you configure products and services of any complexity;
accurately price those products; and apply discounts, charges, and
fees to prepare a quotation and then create a printed proposal.
Ketera Order Management
Ketera Technologies
Enables centralized visibility of all aspects of an order lifecycle, from
PO receipt to shipping to invoicing. Provides an integrated dashboard
and view of the status of all steps in the order-entry-to-orderfulfillment life cycle.
Order Live
Mitrix, Inc.
An on-demand tool providing Salesforce users with order booking,
order management, and inventory visibility capabilities. Provides users
with live access into their business’ supply chain.
AppExchange Partner Success Book • Finance & Administration • May 2006
Project-ON-Demand is having a similarly disruptive
effect in the project marketplace that Salesforce caused in the
CRM market. The integration in AppExchange delivers
a powerful combination for customers.
Marc O’Brien
CEO and President
Projity
Projity
Project-ON-Demand
Project-ON-Demand is a hosted project
management solution that serves as a
complete replacement of Microsoft Project,
providing equivalent functionality and opening
existing Project files. Available on a simple
monthly subscription, Project-ON-Demand is
integrated with Salesforce in the AppExchange
so existing users can add on-demand project
management functionality. A recent analyst
report aptly noted that Projity was effectively
“disintermediating” Microsoft Project.
About Projity
Projity is the developer of Project-ON-Demand,
a key addition to the on-demand/SaaS
marketplace. Projity was founded to deliver a
hosted, cross-platform alternative to Microsoft
Project offered on a monthly subscription.
The company is headquartered in San Mateo,
California with offices in Paris, France, and India.
Order Management from Intacct
Project-ON-Demand Version 1.0
Intacct Corporation
Projity
Completes the sales cycle in Salesforce. Familiar Salesforce tabs create
accurate quotes, convert quotes to orders, verify inventory and pricing,
generate invoices, and track fulfillment.
A complete replacement of Microsoft Project , integrating projectmanagement functionality with Salesforce. It includes Gantt Chart,
Network Diagram,WBS/RBS/Earned Value Charting, Histograms, and
Team Communication.
QuoteASP
QuoteASP Inc.
StraightThrough PMO
An on-demand quotation and proposal management solution,
coupled with detailed profit optimization and approval
management engines.
StraightThrough
WebSource CPQ
Webcom, Inc.
Bridges the gap from opportunity to order. Allows users to configure,
price, quote, and propose their offerings across multiple sales and
distribution channels, anytime, anywhere.
Purchasing
Payment Processing
Enables companies to standardize purchase requests, streamline
purchasing processes, and gather data to support requests for
preferred pricing from vendors.
eCredit
Procurement
salesforce.com
Empowers users to issue credit requests, get approvals and credit lines,
and access credit limit information on customers and prospects, all on
a single on-demand platform.
SOX Compliance
Employee Services for AppExchange
Lets HR and payroll managers easily manage their information.
Employees can view up-to-date pay, benefits, and company
information within Salesforce.
Makes it easier and faster to manage sales compliance training and
certification requirements in industries such as life sciences and
financial services. Integration with Salesforce automates distributing
the right compliance content to the right salespeople, tracking
through electronic signatures, and managing exceptions.
PPI PayMover
Time & Expense
The Payroll Company
Payment Processing, Inc.
Allows users to accept credit and off-line debit cards for payment,
process payments, and create custom reports.Transactions are
processed via the PPI PayMover hosted gateway.
Project Management
PSA for AppExchange
OpenAir
Automates the services organization workflow. It enables you to keep
resources off the bench and maximize cash flow.
Project and Issue Management
salesforce.com
Gives organizations a simple framework for prioritizing and managing
the logistics of projects and the resources allocated to them.
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Provides an interface for tracking and viewing project details
and associated resources. It also provides key custom S-Control
reports detailing resource availability, income projection, and
project profitability.
Sales Compliance for AppExchange
Axentis
SamePage Solutions
Provides advanced routing workflow, policy enforcement, drag-anddrop credit card integration, and click-to-pay ACH reimbursement,
with best-in-class flexibility and tight integration with Salesforce
Accounts and Opportunities.
OpenAir Time and Expense
OpenAir
Lets you track time and expenses by project. OpenAir’s solution
automates previously manual processes: submit, manage, and
approve time and expenses; run reports; and link with project
accounting.
ExpenseWire for AppExchange proudly delivers
extraordinary payback to salesforce.com customers by targeting
what is usually their second-largest controllable cost center—
travel expenses. Try it: You’ll love the results.
Andrew Vaeth
President, CEO
SamePage Solutions
E pensewire
SamePage Solutions
Feature-rich and easy-to-use, ExpenseWire
for AppExchange provides advanced routing
workflow, policy enforcement, drag-and-drop
credit card integration, and click-to-pay ACH
reimbursement.With best-in-class flexibility and
tight integration with Salesforce Accounts and
Opportunities, ExpenseWire allows Salesforce
customers to quickly eliminate waste and get
control of their travel and entertainment costs.
About SamePage Solutions
Since 1999, SamePage Solutions
(www.sampagesolutions.com) has been
creating world-class, on-demand workforce
solutions. Serving organizations large and
small around the globe, SamePage’s vision is
to provide customers with the dynamic power
of the Internet in the form of highly distinctive,
on-demand software solutions.
The BPA in CRM: Deconstructing the Buzz
Business Process Automation
Business process automation (BPA) is a new buzz term in CRM. And for good reason. Winners in CRM analyze
and redesign customer-facing processes that provide real value to the customer. Truly customer-centric
enterprises will redesign and automate customer processes as necessary, even when they cut across business
functions and/or the back office. The goal is to examine all customer-related processes, remove those that are
not needed, and rework those that could be improved with technology.
The challenge, according to Scott Nelson, vice president and distinguished analyst at Gartner, is that most
organizations have 600 to 1,000 processes that need to be examined*. In a recent salesforce.com survey
conducted by CustomerSat, Inc., of more than 540 executives and business sponsors surveyed that use
Salesforce, 46 percent were focused on developing well-defined and automated CRM processes.
Three Approaches to Automating Processes
There are three approaches to automating processes with Salesforce.
The first is to use our CRM applications to automate many processes that cut across sales, service, and
marketing. Second, you can find applications and components on the AppExchange to enable many more
processes. These solutions are preintegrated with Salesforce and enable processes even beyond CRM.
Browse this book for ideas about the directions you can take in your organization.
Finally, you can create your own unique on-demand applications or modify existing Salesforce applications
by using our point-and-click tool, AppExchange Builder.
One word of warning: Rather than trying to focus on all CRM processes at once, focus on the top-10 highestvalue processes for the customer (for example, handling inquiries and complaints) and the top-10 highestvalue processes for the enterprise (lead generation or pipeline management, for example). Focus your initial
process efforts on these areas, and be sure to identify owners for each process.
—Wendy Close, salesforce.com
CRM Success Expert
*Gartner Research Note Ten Secrets for Creating a Customer-Centric Enterprise, December 22, 2005, S. Nelson
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Fastraq helps extend the power of Salesforce with a guided
selling feature that ensures users always have the product and
pricing information they need to close the sale. No more
friction, inaccurate orders, or missed opportunities.
Vinay Samtani
Global Partner
Manager
Selectica Inc.
Selectica
Fastraq by Selectica increases sales team
performance by automating the configuration,
pricing, and quoting of products and services.
Built on the same powerful engine used
by some of the world’s largest companies,
Fastraq eliminates the growing pains highgrowth companies face when expanding
their customer base, adding new channels, or
entering new markets.The most advanced
quoting solution in the market today, Fastraq
accelerates sales, regardless of product
complexity or channel distribution.
About Selectica
Founded in 1996, Selectica (www.selectica.com)
provides its customers with smart technology
that accelerates profitability by automating
complex business processes. A recognized
leader in high-performance sales configuration
technology, Selectica continues to evolve its
portfolio with solutions that provide unmatched
visibility and control of the entire sales cycle.
eCredit streamlines the business credit approval process and
removes the age-old friction between finance and sales—and
our participation on the AppExchange extends the reach of
this unique on-demand solution.
Jeff Dickerson
President and CEO
eCredit
eCredit
With eCredit for AppExchange, users can
issue credit requests, get approvals and credit
lines, and access credit limit information on
customers and prospects—all on a single ondemand platform. Sales reps can request a realtime risk score and credit line assignment for a
customer or prospect directly from the account
screen. eCredit then scores the account based
on company-defined rules and returns a credit
decision within seconds.
About eCredit
eCredit (www.ecredit.com) is the leading
provider of online solutions for credit and
collections professionals. Its award-winning
on-demand software family and credit
reports—Personal Edition, Professional Edition,
and Enterprise Edition—supports the missioncritical processes of granting credit, monitoring
portfolio risk, resolving disputes, and collecting
accounts receivables.
We work to help environmental nonprofits be more effective
in engaging citizens to protect our shared environment.
Helping them build relationships is a key part of our work.
Salesforce is central to these efforts, and the AppExchange is a
powerful way for us to distribute our tools to these organizations
quickly and easily.
Gideon Rosenblatt
Executive Director
ONE/Northwest
Householding
ONE/Northwest
Householding for AppExchange provides
custom objects and S-Controls for handling
aggregation of Contacts into Households,
better supporting direct interactions with
individuals.The Household represents
the primary physical residence of all
Contacts that live there.This application has
functionality that creates new Contacts and
their Household at the same time through a
simple data-entry form.
About ONE/Northwest
ONE/Northwest (www.onenw.org) is a
Seattle-based nonprofit that provides
technology resources and expertise to
environmental groups in Alaska, British
Columbia,Washington, Oregon, Montana,
and Idaho. Since its inception in 1995,
ONE/Northwest has provided technology
assistance to more than 800 conservation
organizations in the Pacific Northwest.
NONPROFITS
Crisis Management
24 Hour Healthcare Clinic
Evacuee Management
CRMorbit, Inc.
salesforce.com
Facilitates efficient management and operations of a medical clinic,
tracking patient history; various testing procedures, including several
levels for HIV tests; physician’s workload; billing; and scheduling.
A centralized application for tracking evacuees while they are placed
into temporary housing, Evacuee Management also enables the
monitoring of temporary housing capacity levels.
EDVantage lite
Pet Finder
Idealist Consulting
salesforce.com
Empowers schools to manage and track essential aspects of the
educational process concerning faculty, staff, students, and alumni.
An easy-to-use tool that allows rescuers to add, search for, and report
on animals that have been reported missing as well as track animals
that have been found and sheltered.
Householding
ONE/Northwest
Custom objects and S-Controls for handling aggregation of Contacts
into Households in Salesforce. The Household represents the primary
physical residence of all Contacts that live there.
NPOrganizer lite
Idealist Consulting
Helps you consolidate information such as donations, grants,
and other integral aspects of your organization into one
simple-to-use location.
Rapid Lead Converter and Online Payment Importer
ONE/Northwest
Lead conversion utility with AJAX interface that makes lead
conversion fun again. With the Rapid Lead Converter and Online
Payment Importer, you can convert Leads to Contacts fast.
Volunteer Management
salesforce.com
Enables companies to manage organizationwide volunteer programs
in which their employees participate. It allows a quick and easy way
for employees to sign up and get started volunteering.
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Certified
Mobile
AppExchange Partner Success Book • Nonprofits • May 2006
Hundreds of nonprofit organizations in the U.S. and Europe
have taken advantage of salesforce.com’s user licenses donation
program. We work to help such organizations achieve quick
success with Salesforce and the AppExchange. Recently, a Cord
Blood Bank in New Zealand downloaded the app for immediate
use in running operations.
Udi Merhav
Founder
crmOrbit, Inc.
crmOrbit, Inc.
24 Hour Healthcare Clinic
24 Hour Healthcare Clinic for AppExchange
facilitates efficient management and
operations of a medical clinic.The app tracks
patient history, various testing procedures
including several levels for HIV tests, physician’s
workload, billing, and scheduling.This app
is available to private clinics for a small
one-time fee. Nonprofit organizations and
nongovernmental organizations (NGOs)
are eligible to receive the application free,
including support for installing this app in
their Salesforce org.
About crmOrbit, Inc.
crmOrbit (www.crmorbit.com), located in
San Rafael, California and Chennai, India,
possesses vast CRM and industry expertise. A
Salesforce implementation and AppExchange
partner, crmOrbit has staff available for
Salesforce implementations or AppExchange
deployments in the U.S. and internationally and
focuses 100 percent on salesforce.com projects.
At Idealist Consulting, we implement the best technologies
from both the public and private sectors in order to ensure our
clients have the ideal tools to support their mission. Salesforce is
a perfect example of a private-sector solution that empowers the
public sector to reach its highest potential.
Rob Jordan
Director
Idealist Consulting
Idealist Consulting
EDVantage
EDVantage lite for AppExchange empowers
schools to manage and track essential
aspects of the educational process, such
as course scheduling, course curriculum,
grade-point averages, enrollment,
contributions, and mass emailing. Whether
you are dealing with primary, secondary,
university, or experiential education,
EDVantage provides the tools you need to
facilitate your relationships with students,
alumni, staff, and faculty.
About Idealist Consulting
Idealist Consulting (idealistconsulting.
com) is experienced in large,
multinational projects as well as small,
local implementations. Its clients include
reputable organizations such as The Nike
Foundation, Outward Bound, and USAID. Its
mission is to assure complete user adoption
while providing technology solutions that
are both straightforward and simple to use.
Employee Services
Expense Tracking
Class Enrollment
Expense Management
salesforce.com
Intacct Corporation
Enables companies to monitor student enrollment for the courses
they offer and to track the internal—and external-classes their
employees attend.
Streamlines your company’s expense reporting and approval process
and lets employees submit expense reports with sales receipts
attached. Managers approve reports online.
HR Policy Tracking
Expense Tracker
salesforce.com
salesforce.com
Helps human resources departments with the difficult but necessary
tasks of tracking HR violations, maintaining evidence of those
infractions, and disciplining employees.
Enables employees to quickly and easily file expense reports and
gives companies a streamlined way to file, approve, track, and analyze
employee expenditures.
Sales Performance Optimizer for AppExchange
OpenAir Time and Expense
Forcelogix
OpenAir
An on-demand sales performance management solution designed to
measure the indicators that drive performance. Provides insight and
knowledge to drive real sales results.
Lets you track time and expenses by project. OpenAir’s solution
automates previously manual processes: submit, manage, and
approve time and expenses; run reports; and link with project
accounting.
Sales-Guru for AppExchange
Ascendus Technologies
Easy-to-use tool for creating online courses and assessments. Import
ready-made courses created by third-party sales trainers with the click
of a button.
SuccessFactors Performance Management
SuccessFactors
Payroll
Employee Services for AppExchange
The Payroll Company
Lets HR and payroll managers easily manage their information.
Employees can view up-to-date pay, benefits, and company
information within Salesforce.
Enables small and medium-size organizations to improve their
performance review processes, boosting employee productivity and
morale.
Vacation Requests
salesforce.com
Centralizes the management of requests and approvals for paid time
off (PTO), so companies no longer need to depend on a variety of
verbal, paper-based, and email-driven processes.
AppExchange Partner Success Book • Human Resources • May 2006 Certified
Mobile
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Recruiting
Surveys
Recruiting
QuestionPro for AppExchange
salesforce.com
Question Pro
Provides a basic framework for tracking open jobs and candidate
information, including work experience, preferences, and comments
from interviewers.
Lets you collect feedback effectively to close the loop of CRM. Survey
customers to bridge a critical gap by adding customer satisfaction to
your list of CRM data points.
Recruiting Manager
User Poll App 1.01
salesforce.com
Offers a structured, consolidated way to track and manage the
recruiting process, so organizations have easy access to information
about openings, applicants, candidates, and hiring goals.
Lets you poll your users by placing a multiple-choice question on your
Salesforce home page.
Evolving Your Customer Feedback Programs
The Seven Generations of Success
As attendees at a recent CustomerSat Customer Leadership Conference proved, some of the most
admired and prestigious businesses in the world today have very detailed customer experience
management processes and programs designed to measure and improve key business performance
indictors such as customer loyalty, including whether the customer was rationally loyal (loyal because
of the tangible attributes of products or services), or emotionally loyal (loyal because they love
the business).
After analyzing the common themes among customer experience management experts, we
came up with a manageable framework for how to evolve customer feedback systems to produce
greater levels of customer satisfaction and loyalty.The framework includes seven generations.These
generations can be considered as stages or key milestones to achieving great customer experiences,
and they may not necessarily occur in this exact sequence.
Generation 1. Start by surveying customers shortly after they interact with your customer service
or support operations. Get it right where it matters most by starting with complaints management
and customer service. Focus on collecting transactional customer feedback across multiple customer
touchpoints, such as live service agent or Web self-service, and acting on it.
Generation 2. Conduct a quarterly or biyearly customer relationship survey monitoring, measuring,
and improving all key areas of the business that affect the customer experience.
Generation 3. Conduct employee satisfaction surveys with a keen focus on issues that affect
employees’ ability to serve customers, such as the right tools, systems, processes, and training.
Generation 4. Tie a percentage of executive and employee bonuses to achieving a certain customer
satisfaction score. Use real-time dashboards to monitor customer satisfaction, and manage proactive
Continues on page 72
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Evolving Your Customer Feedback Programs
executive call campaigns to key accounts to influence loyalty. (One note of warning: A light-touch
linkage between satisfaction scores and incentive compensation is best. Otherwise, executives can
be tempted to tamper with or corrupt the measurement system.)
Generation 5. Evolve your organization’s ability to collect, analyze, and react to customer feedback
to the point of achieving market-leading customer satisfaction. Use this data along with third-party
validation such as service-excellence awards in your marketing and selling efforts.
Generation 6. By now your organization has not only empowered itself to collect, analyze, and
react to customer feedback but it is sharing its knowledge of how to design and manage the ideal
customer experience with its partners so that they can replicate the success.The end result is an
ecosystem of suppliers capable of delivering high-quality customer experience on behalf of
the organization.
Generation 7. You’ve opened up the dialogue with customers to the point of continuously providing
“feedback on the feedback.” Research shows 95 percent of companies collect customer feedback but
only 5 percent go back to the customers and tell them what they are doing to address that feedback.
Companies that have achieved a generation-7 level of customer-experience management readily
share the results of customer satisfaction surveys with their customers.
If your organization is executing on all seven levels, it is undoubtedly providing a world-class
customer experience and is in a position to continue to reap the financial benefits.
If you’re still on the journey and in need of systems and tools for managing customer satisfaction
surveys, browse the listings in this book or visit the AppExchange for a number of options
preintegrated with Salesforce and easy to evaluate and deploy for any-size organization.
CRM Success Expert
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Manufacturing
Professional Services
BigMachines CPP
OpenAir PSA
BigMachines, Inc.
OpenAir
Provides the ability to quickly configure products and services;
manage prices and discounts; and generate rich proposals in Abobe
PDF, RTF or HTML format.
Automates the services organization workflow. OpenAir PSA lets you
keep resources off the bench and maximize cash flow.
BigMachines SPP
QuickArrow
BigMachines, Inc.
Lets you automate and streamline communications between your
sales and services teams by seamlessly sharing information between
the industry-leading CRM and PSA solutions.
Provides the ability to quickly select products and services; manage
prices and discounts; and generate rich proposals in Abobe PDF, RTF
or HTML format.
QuickArrow PSA
Demand Forecasting
salesforce.com
Bluewolf Group
Provides a forecasting interface tailored to manage a high volume of
data, resulting in strengthened forecast management.
manage their projects from a single location so resources are put
to the best use.
Partner Visibility
StraightThrough PMO
SigmaTrak, Inc.
StraightThrough
A proven solution that delivers daily sales, inventory, and claim
information directly from partners’ business systems to Salesforce.
Benefits include improved demand visibility and optimized
channel programs.
Provides an interface for tracking and viewing project details and
associated resources. It also provides key custom S-Control reports
detailing resource availability, income projection, and project
profitability.
Product Management
SupportFone for Helpdesks and Call Centers
salesforce.com
Angel.com
On-demand, speech-enabled, customer-automated IVR/ACD solution
that phone-enables the Salesforce Service & Support offering.
Time Tracking
salesforce.com
Lets you track hours worked compared to hours on open service
contracts, so you know when contracts are about to expire and can
take action.
Translation Service 1.1
Verbumsoft
Enables you to order document translation services from your
Salesforce account.
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QuickArrow gives sales seamless visibility into the
services side of a client relationship without toggling between
applications. Imagine the value—to sales and service and to
your customers—of seamlessly sharing critical information.
Elizabeth Davis
CEO
QuickArrow
QuickArrow
QuickArrow PSA
Automating and streamlining communications
between your sales and services teams just
got easier. QuickArrow PSA for AppExchange
enables the seamless sharing of information
between Salesforce and PSA solutions,
providing visibility into important sales pipeline
and project metrics. Eliminate the inefficiency of
trying to manage multiple spreadsheets, emails,
and whiteboards by consolidating processes
within a single solution specifically designed to
enable your teams to continue working in the
tools they use every day—Sales in Salesforce
and Services in QuickArrow.
About QuickArrow
QuickArrow (www.quickarrow.com) helps
billable services professionals overcome
the challenges they face on a daily basis,
eliminating the inefficiency of trying to manage
multiple spreadsheets, emails, and whiteboards
by streamlining processes within a single
solution. QuickArrow’s PSA solution powers
more billable services organizations than any
other PSA application.
Real Estate
Software
CorrigoConnect for AppExchange
Bug Tracker
Corrigo, Inc.
salesforce.com
On-demand mobile service management solution that enables you
to gain insight into and control of your service organization with
integrated real-time mobile communications between customers,
service personnel, and vendors.
Provides a basic framework that lets development groups track
software defects and the time and resources required to fix them.
CSI Homebuilder
Lets you easily observe which products have recurring problems,
which get the most feature requests, and how development and
quality assurance teams handle each bug or request filed.
Customer Systems, Inc.
Provides management and tracking abilities for the home selling
process. Home builders can track information about referral sources,
home sales, welcome-center foot traffic, and customer motivations
to purchase.
Property CRM
Enterprise CRM
Allows a real estate organization to manage property availability
and requirements throughout the lifecycle of a sale. Includes
“QuickSearch”: quickly search for matching properties for a
requirement or matching requirements for a property.
Property Management
salesforce.com
Enables property management companies to track key information
about commercial and residential properties, including occupancy
rates, primary tenants, and related cash flow.
Realty Management
Bluewolf Group
Provides a user-friendly portal that enables real estate firms to
manage their listings, track clients, review listings, and facilitate all
requirements of a buy or sale.
Remend REO Agent
Remend, Inc.
Provides complete functionality for management of the REO process.
Brokers can manage all their REO properties from multiple servicers
and lenders on the Web or by disconnected laptop.
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Bug Tracking and Quality Assurance
salesforce.com
Conference Management
salesforce.com
Allows you to track presenters, the conferences at which they have
spoken, and the topics they’ve addressed. Use it to schedule speakers,
understand industry trends, and connect with prospective customers.
PR Manager
salesforce.com
From reviewing press releases to booking speaking engagements
and tracking media hits, enables companies to manage their
corporate communications processes and evaluate the results
they achieve.
Product Management
salesforce.com
SecureLM - License Management and Code Protection
Secured Dimensions
Gives software publishers the tools to secure, distribute, and sell
software with creative and flexible pricing and usage models.
Sophisticated code security assures high-level protection.
Salesforce.com pioneered on-demand computing and
Skype changed the way people communicate worldwide.
Adding Skype capabilities to Salesforce is a double win
for customers.
Henry Gomez
General Manager,
North America
Skype
Salesforce.com
Skype Tab Opportunity Conference Call
Skype Tab Opportunity Conference Call for
AppExchange lets customers quickly and easily
place Skype-enabled calls, selecting from a
list of open opportunities displayed by the
S-Control on a Web tab. Select one or more of
the contacts and sales team members related
to the opportunity, and click the Call Me button
to launch a Skype conference call that includes
the people you have chosen.
About Salesforce.com
Salesforce.com is the market and technology
leader in on-demand customer relationship
management (CRM).
About Skype
Skype (www.skype.com) is the Global
P2P Telephony Company that is changing
the telecommunications world by offering
consumers free, superior-quality calling
worldwide.
Admin Tools
Examples
Adoption Dashboards
Account Research
salesforce.com
salesforce.com
Three Adoption Dashboards, and their associated reports.
Downloading this app will create an “Adoption Dashboards AppExchange” Dashboard folder along with a Reports folder called
“Dashboard Reports - Adoption.”
A custom link that makes it easy to get information about an account,
such as weather updates and maps, by opening a window that
contains five links specific to that account.
Developers’ Sidekick
salesforce.com
Upside Outcomes
A custom link that lets you display weather information for the city
and state where the offices of a specific account are located.
Client side applications instantly display the objects and attributes
of your Salesforce schema. Handy for developing custom apps or
designing reports.
Functional Documentation Embedded in Salesforce
ONE/Northwest
Allows you to document functions or business processes in Salesforce
and relate them to specific Salesforce fields.Your documentation is
directly integrated with the application referencing live fields.
Mass Transfer Opportunity Owner
salesforce.com
A component that creates a custom link on the User Detail page in
Salesforce that simplifies the process of reassigning opportunities.
Account Weather Information
Clone Contract for Review
salesforce.com
A component that includes a custom link that clones a contract and
submits it directly to the review process, so all changes are tracked in
the contract history.
Sample Image Formula Fields
Jamie Grenney, salesforce.com
Provides links to nine examples of images you might want to use in
custom fields, from color-coded priority flags to product photos and a
stock-price chart.
Search Accounts by Record Type
Mass Update Contact Address
salesforce.com
salesforce.com
This simple search tab allows users to search accounts using one or
many record types.
An easy-to-install link that allows a salesperson or administrator to
quickly update the address fields on contact records to match the
account address.
User Adoption Dashboards
Arrowpointe Corp.
A dashboard focused on analyzing the data activity that has taken
place over the past 60 days. Dashboard components exist for each
major type of data, as well as information about who has and has not
logged in over the past 7 days.
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Mobile
AppExchange Partner Success Book • Components • May 2006
External Mash-ups
Auto vCard
Householding
Arrowpointe Corp.
ONE/Northwest
Allows a user to autocreate a vCard file for the importing of lead or
contact information into the PIM of choice, such as Microsoft Outlook
or Palm Desktop.
Custom objects and S-Controls for handling aggregation of Contacts
into Households in Salesforce. The Household represents the primary
physical residence of all Contacts that live there.
LinkPoint360
LinkPoint360
Linkpoint360
LinkPoint360
Provides Lotus Notes and Novell GroupWise email integration and
data synchronization in the enterprise organization.
Provides Lotus Notes and Novell GroupWise email integration and
data synchronization in the enterprise and eliminates the need for
customers to manually move data between the two systems.
One-Click Gmail Composition 1.0
Thumbware
M-Power for AppExchange
Creates custom links to allow users of both Salesforce and Gmail to
compose a Gmail message to a lead or contact with one click.
ASA Sales Systems, LLC
Sales & Marketing
Campaign Membership Report
salesforce.com
A component that marketers can use to quickly create a list of all
members of a campaign, including contacts and leads.
Campaigns Related to Opportunity Report
salesforce.com
A custom link that lets users view which marketing campaigns have
influenced the account to which an opportunity is related.
Contact Report from Opportunity
salesforce.com
A link that lets Salesforce users save time by quickly listing contacts at
a particular account directly from the Opportunity page.
Contracts Owned by User Report
salesforce.com
A component that creates a link on the User detail page that displays
a list of contracts owned by that user.
Dealmaker
Select Selling
A customizable software application that embeds a proven sales
methodology in your Salesforce implementation, Dealmaker delivers
improved sales, accurate forecasts, and a standardized sales process.
Designed for business-to-business sales managers, M-Power
objectively analyzes salesperson activity and provides management
tools to enhance sales activity across a selling team and increase
market share.
Mass Update for Opp Review Schedules
Carl V
Provides a quick painless way to update revenue schedules associated
with a specific opportunity, whenever that opportunity close date is
changed.
Mass Update Opportunity Close Dates
salesforce.com
A mass update component that enables you to quickly update the
close dates for one or many opportunities.
Opportunities Owned by User Report
salesforce.com
A link that managers can use to quickly check whether there are any
open opportunities, prior to deactivating a user.
Rapid Lead Converter and Online Payment Importer
ONE/Northwest
Create opportunities for leads that have opportunity data associated
with them—for example, importing online donations. Great for
payment import from services such as PayPal.
Sales Quote with Product Line Items
salesforce.com
A quote process application that lets you relate quotes to
opportunities and reference multiple products.You can also apply it to
specific sales discounts to quote detail lines.
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Scribe Sales Order Component
Scribe Software Corporation
Extends the functionality of Salesforce to support order integration
with ERP systems, enabling users to convert opportunities to orders
and automatically pass those orders to the back office.
Auto vCard
Arrowpointe Corp.
Skype Tab Opportunity Conference Call
Allows a user to autocreate a vCard file for importing lead or contact
information into the PIM of choice, such as Microsoft Outlook or Palm
Desktop.
salesforce.com
Create Assets from Product Info
A component that lets you make free VoIP calls and low-cost
telephone calls. It combines your data with Skype’s “disruptive”
communications technology.
Service & Support
Case History Timeline
salesforce.com
A component that lets you easily create a timeline to report on all
stage changes, activities, and comments related to a single case.
Case Quick Create New
salesforce.com
A custom link that copies all the items listed by product line as part of
an opportunity and lists them as new assets on the account.
Create Tasks for Entire Team
salesforce.com
A component that lets sales managers create identical tasks for an
entire group of users rather than tackling the job user by user.
Mass Update for Entire Team
salesforce.com
A component that adds a Web tab with a case entry form that can be
used to create a new contact and account when a new case is created.
A component that is helpful for organizations that use many tasks to
manage business processes, enabling them to simultaneously update
the due dates of many activities.
Cases Owned by User Report
Mass Update Task Due Dates
salesforce.com
salesforce.com
salesforce.com
A link that allows an administrator to quickly check for any open cases
owned by a specific user, including users that have been deactivated.
A component that is helpful for organizations that use many tasks to
manage business processes, enabling them to simultaneously update
the due dates of many activities.
Dashboard for Service & Support
salesforce.com
SalesFavorites
A dashboard for service and support operations that provides
information based on several custom reports and requires no
modification of existing cases or solutions.
invisibleCRM
GetAnswered 4.2
A desktop application that allows users to create and manage a list
of bookmarks to customer records on Salesforce.You can find and
access any record on Salesforce from your desktop.
GetAnswered LLC
View All Open Tasks at Account
An on-demand application designed to maximize the effectiveness
|of phone-based sales and support staff.
salesforce.com
Re-open Case as New
80
Time Savers
Provides an easy way to show a summary of data for open activities
related to an account.
salesforce.com
View All Open Tasks on Opportunity
A custom link that copies key data into a new case from a closed case,
making it available without changing the statistics that are based on
closed cases.
salesforce.com
Provides an easy way to show a summary of data for open activities
related to an opportunity.
Index: Alphabetical by partner name
Sales
Analytics.......................................................................................................................................6
A.I. Tech Software, Inc....�� 6
Arrowpointe Corp....�� 6
Business Objects...�� 6
Mindjet Corporation...�� 6
Omniture...�� 6
Visual Mining...�� 6
Channel Sales (PRM)...............................................................................................................6
CoreBlox...�� 6
Nsite...�� 8
salesforce.com...��6, 8
SigmaTrak, Inc....�� 6
Compensation Management.............................................................................................8
salesforce.com...�� 8
Xactly Corporation...�� 8
Data Cleansing...........................................................................................................................8
ActivePrime, Inc....�� 8
CRMfusion, Inc....�� 8
Customer Connect...�� 8
Harte-Hanks Trillium Software...�� 8
Hoover’s, Inc....�� 8
Pervasive Software...�� 8
RingLead ...�� 8
Scribe Software...�� 8
Sesame Software...�� 8
Upside Outcomes...��10
Quoting & Orders.................................................................................................................. 10
Above All Software ...��10
BigMachines, Inc....��10
Comergent Technologies Inc....��10
Firepond, Inc....��10
Intacct Corporation...��10
Ketera Technologies...��10
Mitrix, Inc....��10
Nsite...��10
QuoteASP Inc....��10
salesforce.com...��10
Selectica ...��10
The Sant Corporation...��10
Webcom, Inc....��10
Sales Intelligence................................................................................................................... 12
Before the Call...��12
D2Aligned, LLC...��12
Factiva SalesWorks ...��12
invisibleCRM...��12
NextMark, Inc. ...��12
Spoke Software...��12
TrueAdvantage...��12
Sales Methodologies........................................................................................................... 12
ASA Sales Systems, LLC...��14
DreamFactory Software, Inc....��14
HarvestGold...��12
Sales Force Systems...��12
Select Selling...��12
Sales Operations.................................................................................................................... 14
Bluewolf Group...��14
ClairMail, Inc....��14
Clicktools...��14
eCredit...��14
Forcelogix...��16
GOT Corporation...��14
iAnywhere Solutions...��16
iNeoMarketing...��14
Instranet, Inc....��14
Marketsync Inc....��14
ObjectPublisher Web Services...��14
OneSource Information Services...��14
Payment Processing, Inc....��16
Pyxis Mobile...��16
Secured Dimensions ...��16
ShareMethods...��16
Vettro RainMaker...��16
Web Conferencing................................................................................................................ 16
Convoq, Inc....��16
Service & Support
Analytics.................................................................................................................................... 26
D2Aligned, LLC...��26
Visual Mining...��26
Contact Centers...................................................................................................................... 26
Angel.com...��26
Contactual...��26
Five9...��26
GetAnswered LLC...��26
Instranet, Inc....��26
Pandora Networks, Inc....��26
Talisma Corporation...��26
Field Service............................................................................................................................. 28
Corrigo, Inc....��28
Gearworks...��28
81
Logotec Engineering Group...��28
Project Management........................................................................................................... 28
John Caine (The Phoenix Companies, Inc.)...��28
Projity...��28
salesforce.com............................................................................................................. 28
Professional Services............................................................................................................ 28
salesforce.com............................................................................................................. 28
Verbumsoft...��28
Quality Assurance................................................................................................................. 30
Surveys....................................................................................................................................... 30
MW Advisors...��30
Question Pro ...��30
Tools & Utilities
Collaboration........................................................................................................................... 34
Adobe Systems, Inc....��34
Brainshark...��34
Convoq, Inc....��34
VAPPS, LLC...��34
Desktop...................................................................................................................................... 34
CRMfusion, Inc....��34
Integration Tools.................................................................................................................... 36
Above All Software...��36
BRIDGEWERX...��36
Cast Iron Systems...��36
forceAmp.com...��36
Integration Technologies Inc....��36
Pervasive Software...��36
SalesCentrix.com Inc....��36
Scribe Software...��36
Sesame Software...��36
Productivity Tools.................................................................................................................. 38
A.I. Tech Software, Inc....��38
Ascendus Technologies...��38
Brainshark...��38
CardScan, Inc...��38
Carl V...��38
DreamFactory...��38
HarvestGold ...��38
John Caine (The Phoenix Companies, Inc.) ...��38
Message Secure Corporation ...��38
82
Mindjet Corporation...��38
ObjectPublisher Web Services...��38
Pandora Networks, Inc....��38
SmartStore...��38
Talisma Corporation...��38
Wireless...................................................................................................................................... 40
ClairMail, Inc....��40
Gearworks...��40
iAnywhere Solutions...��40
Logotec Engineering Group...��40
Pyxsis Mobile...��40
Vettro RainMaker...��40
Marketing
Data Cleansing........................................................................................................................ 46
ActivePrime, Inc....��46
CardScan, Inc...��46
Customer Connect...��46
Factiva SalesWorks ...��46
Harte-Hanks Trillium Software...��46
Hoover’s, Inc....��46
OneSource Information Services...��46
RingLead ...��46
Demand Generation............................................................................................................ 46
Before the Call, Inc....��46
Esker...��46
HarvestGold...��46
Omniture...��46
Document Management................................................................................................... 46
Adobe Systems, Incorporated...��46
CRMfusion Inc....��46
InvisibleCRM...��48
Message Secure Corporation ...��48
ShareMethods...��48
The Sant Corporation...��48
Email Marketing..................................................................................................................... 48
ClientHouse GmbH...��48
Eloqua Corporation...��48
GOT Corporation...��48
VerticalResponse...��48
Marketing Research............................................................................................................. 48
Before the Call...��48, 50
MW Advisors...��50
NextMark, Inc. ...��48
Spoke Software...��50
Partner Marketing................................................................................................................. 50
Programs & Promotions..................................................................................................... 50
Marketsync Inc....��50
Search Marketing.................................................................................................................. 50
Kieden Corporation...��50
ONE/Northwest...��66
Crisis Management............................................................................................................... 66
Finance & Administration
Employee Services................................................................................................................ 69
Ascendus Technologies...��69
Forcelogix...��69
SuccessFactors............................................................................................................ 69
Expense Tracking................................................................................................................... 69
OpenAir...��69
Payroll......................................................................................................................................... 69
The Payroll Company...��69
Recruiting.................................................................................................................................. 70
salesforce.com ...��70
Surveys....................................................................................................................................... 70
John Caine (The Phoenix Companies, Inc.)...��70
Question Pro ...��70
Accounting/Finance............................................................................................................. 58
Integration Technologies, Inc....��58
Budgeting................................................................................................................................. 58
Expense Tracking................................................................................................................... 58
SamePage Solutions...��58
IT.................................................................................................................................................... 58
Order Management............................................................................................................. 58
Comergent Technologies Inc....��58
Firepond, Inc....��58
Ketera Technologies...��58
Mitrix, Inc....��58
QuoteASP Inc....��60
SalesCentrix.com Inc....��58
Selectica ...��58
Webcom, Inc....��60
Payment Processing............................................................................................................. 60
eCredit...��60
Payment Processing, Inc....��60
The Payroll Company...��60
Project Management........................................................................................................... 60
OpenAir...��60
Projity...��60
StraightThrough...��60
Purchasing................................................................................................................................ 60
SOX Compliance.................................................................................................................... 60
Axentis...��60
Time & Expense...................................................................................................................... 60
OpenAir...��60
SamePage Solutions...��60
Nonprofits
Nonprofits................................................................................................................................. 66
CRMorbit, Inc....��66
Idealist Consulting...��66
Human Resources
Industry Solutions
Health Care............................................................................................................................... 73
A.I. Tech Software, Inc....��73
CRMorbit, Inc....��73
Education.................................................................................................................................. 73
Idealist Consulting...��73
studentforce ...��73
Manufacturing........................................................................................................................ 74
BigMachines, Inc....��74
SigmaTrak, Inc....��74
Professional Services............................................................................................................ 74
Angel.com...��74
OpenAir...��74
QuickArrow...��74
StraightThrough...��74
Verbumsoft ...��74
Real Estate................................................................................................................................. 76
Corrigo............................................................................................................................ 76
Customer Systems, Inc....��76
Enterprise CRM...��76
83
Remend, Inc....��76
Software.................................................................................................................................... 76
Secured Dimensions ...��76
Components
Admin Tools............................................................................................................................. 78
Arrowpointe Corp....��78
Examples................................................................................................................................... 78
Jamie Grenney, salesforce.com...��78
External Mash-ups................................................................................................................ 79
Linkpoint360...��79
Thumbware...��79
Sales & Marketing.................................................................................................................. 79
ASA Sales Systems, LLC...��79
Carl V...��79
LinkPoint360...��79
salesforce.com...��79, 80
Scribe Software Corporation...��80
Select Selling...��79
Service & Support................................................................................................................. 80
GetAnswered LLC...��80
Time Savers.............................................................................................................................. 80
84
www.appexchange.com

Adobe • Skype • Convoq • Xactly • Kieden

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