Showing 1-20 of 149 products
Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. The... Read more
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Odoo is a fully integrated and customizable open-source suite of business applications including sales, CRM, project management, manufacturing, inventory, accounting and other business needs in one software solution. Odoo was designed... Read more
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The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read more
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LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read more
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Grow your mortgage business, free up time, automate your marketing and put together a digital mortgage experience for your borrowers, all from one central hub. With BNTouch Mortgage CRM you can build a website, utilize a digital 1003,... Read more
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Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for businesses... Read more
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Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximizer CRM features... Read more
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Pipeliner CRM delivers dynamic visualization of the pipeline, sales process and sales activities. Its visual contact management allows users to gain a comprehensive view of their customers and prospects and even map out how they are... Read more
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Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-market... Read more
Recent recommendations: 9 recommendations
Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service activities and information... Read more
Recent recommendations: 8 recommendations
Less Annoying CRM is a customer relationship management solution that caters to the needs of small businesses. It offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information,... Read more
Recent recommendations: 4 recommendations
Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers case... Read more
Recent recommendations: 2 recommendations
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
HaystackCRM is a cloud-based customer relationship management tool for small and midsize businesses that features dedicated mobile apps for iOS and Android devices. HaystackCRM also offers email integration, geolocation of clients,... Read more
C2CRM is a comprehensive middle-market CRM solution (offered as On-Premise or in the Cloud) designed to integrate sales, marketing and customer service into one seamless, collaborative operation. It is built on a platform that leverages... Read more
Recent recommendations: 2 recommendations
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respond to... Read more
Microsoft Dynamics 365 provides integrated solutions that allow businesses to track leads, automate field service, drive sales and improve operations using mobile, enterprise-ready business apps from the cloud. Microsoft Dynamics... Read more
Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action involved... Read more
DealerCenter is a cloud-based dealer management system designed to help small to large businesses manage processes related to accounting, customer relationships, auction, inventory, digital marketing and more. The centralized platform... Read more
Even in these days of Internet disintermediation, it is unusual for manufacturers to sell directly to end customers. Instead, products are sold through a complex web of distributors, wholesalers and retailers, with value-added retailers (VARs) and original equipment manufacturers (OEMs) thrown into the mix. To manage all of these sales channels, companies use channel management software. We wrote this buyer’s guide to help buyers untangle this market’s web of solutions and conduct a proper system comparison.
Here’s what we’ll cover:
What Is Channel Management Software?
Channel management (CM) software, also known as partner relationship management software (or just PRM software), tracks goods and services from the seller to the ultimate consumer. These programs are valuable for automating sales and marketing processes through indirect company channels. One might think of channel management as sales force automation (SFA) for OEM and VAR channels.
CM functions include partner recruiting; partner lifecycle, channel sales, territory, leads, order and account management; compensation planning; channel marketing; activity tracking; pipeline forecasting; and product configuration. Most systems will include partner tools that give visibility from the partners into the system. More advanced systems will also track cooperative advertising dollars and compliance.
In keeping with classic supply chain design, the supplier firm (the upstream partner) and the customer firm (the downstream partner) should have systems that interact. This integration allows orders, inventory and other information to be passed securely between the partners as necessary.
What Type of Buyer Are You?
Manufacturer buyer. These buyers work with firms that make goods to sell. These buyers need collateral distribution and partner and order management.
Distributor buyer. These buyers work for distributors and very large retailers. They need order management, price customization and shipping prioritization.
Wholesale and retail channel buyers. These buyers work for whole seller and regional retailer firms or retailer cooperatives. These buyers need strong integration with accounting to track dealer accounts, collateral distribution and marketing co-op tracking.
OEM/VAR channel buyers. These buyers work for firms that sell to OEMs and VARs. These buyers are seeking product branding, collateral customization, special order processing and accounting integration.
Benefits and Potential Issues
Increased customer satisfaction. There actually may be several sets of customers satisfied throughout the chain. Ultimately, it is the final consumer that matters most to the manufacturer, but it is rare that the consumer is the manufacturer’s customer. Partner management software gives each step in the channel increased visibility into the whole process.
Recall management. Should a product need to be recalled, CM gets the word to downstream partners quickly. Fast, decisive action can limit damage and minimize bad publicity.
Better inventory analysis and reporting. CM allows inventory levels to be maintained at optimum levels. Orders can be triggered manually or automatically, but in either case CM can measure downstream partners’ inventory trends and let the supplier more accurately project required inventory levels and manufacturing requirements.
Better account management. CM systems consolidate partner information, giving reps insight to increase sales and customer satisfaction at the same time. For example, when a VAR calls in an order, the rep can check to see if the customer is close to price breaks or order levels to trip co-op advertising budgets.
There are dangers in this level of integration: problems can propagate through the system. The Wall Street Journal reported, for example, that Amazon listed the book The Making of a Fly by Peter Lawrence for $23,698,655.93, plus $3.99 for shipping. Used copies were available for $35.54. The problem? Amazon has two channel partners that provide pricing information and in this case, the computer algorithms used by the two partners were competing against each other and raising the price in a loop.
Market Trends to Understand
- Consolidation with CRM. Most channel management functions are being integrated into CRM and SFM systems or are included within the CRM applications from enterprise suite vendors. Stand alone channel management systems are increasingly rare, although CRM and SFM systems could be used for stand alone channel management if desired.
- Software as a service. As with CRM in general, there is a strong move toward the software as a service (SaaS) model. A cloud-based model allows all partners to access appropriate information as long as they have access to a Web browser and the Internet.
- Web integration. Even premises-based providers offer Web access to partners. This way downstream partners can check their accounts, check order status, place orders and track co-op account funds.
- Mobile operations. Most channel management systems can be accessed by mobile devices and can provide email alerts as well as text message alerts.
- Automatic ordering. If both partners have compatible systems, one advantage is automatic order placement, or vendor-management inventory. For example, as a retail store sells a particular model of television set, its inventory system tracks the quantity on hand. When that quantity falls below a certain threshold, the inventory system will automatically place an order with the supplier by interfacing to the supplier’s channel management system.
The Vendor Landscape
|This type of buyer...||Should evaluate these systems|
|Manufacturer buyer||SAP, Oracle, GoldMine, Microsoft Dynamics CRM, Salesforce|
|Distributor buyer||SAP, Oracle, GoldMine, SugarCRM|
|Wholesale and retail channel buyer||GoldMine, Salesforce, Microsoft Dynamics CRM, Sage ACT!, InfusionSoft|
|OEM/VAR channel buyer||SugarCRM, Microsoft Dynamics CRM, Salesforce|