Customer Relationship Management
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
CRM systems for marketing track and measure campaigns over multiple channels, such as email, search, social media, telephone and direct mail. These systems track clicks, responses, leads and deals.
Customer service and support
CRMs can be used to create, assign and manage requests made by customers, such as call center software which help direct customers to agents. CRM software can also be used to identify and reward loyal customers over a period of time.
Appointment CRMs automatically provide suitable appointment times to customers via e-mail or the web, which are then synchronized with the representative or agent's calendar.
For small businesses a CRM system may simply consist of a contact manager system which integrates emails, documents, jobs, faxes, and scheduling for individual accounts. CRM systems available for specific markets (legal, finance) frequently focus on event management and relationship tracking as opposed to financial return on investment (ROI).
CRM often makes use of social media to build up customer relationship. Some CRM systems integrate social media sites like Twitter, LinkedIn, Facebook and Google Plus to track and communicate with customers sharing opinions and experiences with a company, products and services. Trends identified through social media allow businesses to make more accurate decisions on which products to supply.
Non-profit and membership-based
Systems for non-profit and membership-based organizations help track constituents, fund-raising, demographics, membership levels, membership directories, volunteering and communication with individuals.
In 2003, a Gartner report estimated that more than $1 billion had been spent on software that was not being used. According to KEN Insights, less than 40 percent of 1,275 participating companies had end-user adoption rates above 90 percent. Many corporations only use CRM systems on a partial or fragmented basis. In a 2007 survey from the UK, four-fifths of senior executives reported that their biggest challenge is getting their staff to use the systems they had installed. 43 percent of respondents said they use less than half the functionality of their existing system.
Many CRM vendors offer subscription-based web tools (cloud computing) and software as a service (SaaS). Some CRM systems are equipped with mobile capabilities, making information accessible to remote sales staff. Salesforce.com was the first company to provide enterprise applications through a web browser, and has maintained its leadership position. Traditional providers have recently moved into the cloud-based market via acquisitions of smaller providers: Oracle purchased RightNow in October 2011 and SAP acquired SuccessFactors in December 2011.
The era of the "social customer" refers to the use of social media (Twitter, Facebook, LinkedIn, Google Plus, Pinterest, Instagram, Yelp, customer reviews in Amazon, etc.) by customers. CR philosophy and strategy has shifted to encompass social networks and user communities Sales forces also play an important role in CRM, as maximizing sales effectiveness and increasing sales productivity is a driving force behind the adoption of CRM. Empowerming sales managers was listed as one of the top 5 CRM trends in 2013.
Another related development is vendor relationship management (VRM), which provide tools and services that allow customers to manage their individual relationship with vendors. VRM development has grown out of efforts by ProjectVRM at Harvard's Berkman Center for Internet & Society and Identity Commons' Internet Identity Workshops, as well as by a growing number of startups and established companies. VRM was the subject of a cover story in the May 2010 issue of CRM Magazine.
In 2001, Doug Laney developed the concept and coined the term 'Extended Relationship Management' (XRM). Laney defines XRM as extending CRM disciplines to secondary allies such as the government, press and industry consortia.
CRM futurist Dennison DeGregor describes a shift from 'push CRM' toward a 'customer transparency' (CT) model, due to the increased proliferation of channels, devices, and social media.
- SugarCRM :
SugarCRM is a software company based in Cupertino, California. It produces the web application Sugar, also known as SugarCRM, which is a customer relationship management (CRM) system that is available in both open source and Commercial open source applications.
Sugar's functionality includes sales-force automation, marketing campaigns, customer support, collaboration, Mobile CRM, Social CRM and reporting.
The company operates a number of websites, including its commercial website Sugarcrm.com, a development website (SugarForge.org), Sugar Exchange (for third-party extensions), and user forums.
John Roberts, Clint Oram and Jacob Taylor created the SugarCRM open source project in April 2004, and founded the company in June 2004. Roberts served as the CEO, Oram was the vice president, and Taylor was the CTO & vice president of engineering.
SugarCRM was one of the first commercial open-source-based corporations to raise venture capital. In June 2004, Josh Stein of DFJ invested $2M into the startup and became a board member. With the help of this investment, Sugar expanded quickly and by September 2004, potential users had downloaded 25,000 copies of the application, then named Sugar Open Source. In October 2004, the company was named "Project of the Month" on Sourceforge.
The popularity of the project allowed the company to raise $46 million of venture capital from Draper Fisher Jurvetson, Walden International, and New Enterprise Associates.
In November 2004, a fork of SugarCRM, vtiger CRM, was started, intended to be a fully open-source solution. The software's core development team is based in Bangalore, India.
In November 2005, the company SplendidCRM was formed, which produces software that was initially a clone of SugarCRM, but intended to run on the Microsoft ASP.NET framework. Like SugarCRM, SplendidCRM produces both open-source and commercial versions of its software.
In 2007, SugarCRM launched SugarCon, a conference for Sugar users and developers, that has since become an annual conference, held in the San Francisco Bay Area.
By 2008, SugarCRM employed over 150 people.
In June 2008, co-founder Taylor left the company, during what technology website The Register called "a mysterious exodus of senior and experienced business staff" from SugarCRM. Clint Oram replaced him as the CTO.
In May 2009, co-founder and CEO Roberts left the company. He was replaced as CEO by SugarCRM board member Larry Augustin, who had previously founded and served as the CEO of VA Linux (now known as Geeknet).
In June 2010, Sugar launched Sugar 6, a major upgrade emphasizing ease of use and introducing a complete UI overhaul of Sugar Professional and Sugar Enterprise. In early 2011, Sugar was selected as an IBM Global Alliance Partner for Cloud Services.
In February 2011, SugarCRM announced it turned cash flow positive for the first time in its history. SugarCRM has remained cashflow positive since. At SugarCon 2011, SugarCRM also announced its first acquisition; iExtensions, the Market-Leading CRM for Lotus Notes.
In June 2011, SugarCRM continued building on the Sugar 6 theme by adding more global capabilities (25 languages), enhanced Mobile CRM (native application support for over 90% of the world's smartphones and tablets) and extensive Social CRM integrations (LinkedIn, Twitter, Facebook, InsideView, LotusLive, WebEx, GoToMeeting and Google Docs). As part of this release, Sugar introduced two new editions; Sugar Corporate and Sugar Ultimate. eWeek said of Sugar 6 that SugarCRM gets it right.
SugarCRM scored another banner year in 2011, with record fourth quarter revenues (up 92 percent from Q4 2010) and annual revenue growth of 67%
At SugarCon 2012, SugarCRM announced the Sugar 6.5 release. This new release offers customers an updated UI; more powerful search capabilities, an updated calendar and faster performance. The 6.5 release also introduces additional support for different IBM software and hardware platforms. Sugar 6.5 went GA in June 2012.
In April 2012, SugarCRM completed a $33 million financing round for further expansion into the enterprise. Customers can try Sugar Enterprise for free for 7 days. Sugar Community Edition is available as a free download on sourceforge or directly from Sugarforge, which has seen over 11,000,000 downloads. In November 2012, Sugar was implemented in the Ministry of Education in New Zealand to help manage direct inquiries. The Wellington based company Daylight Consulting was responsible for implementing the software.
SugarCRM develops CRM software in five editions:
- Sugar Community Edition (previously known as Sugar Open Source)
- Sugar Professional
- Sugar Corporate
- Sugar Enterprise
- Sugar Ultimate
Each product derives from the same code tree, with Sugar Community Edition containing roughly 85 percent of the functionality contained in Sugar Professional and Sugar Enterprise. The products originated on the LAMP stack of Linux, Apache, MySQL and PHP, but also run on other platforms that can deliver PHP (such as Windows, Solaris and Mac OS X). SugarCRM can also use MS IIS as a web server, and MS SQL or Oracle as alternative databases.
SugarCRM makes Sugar Community Edition available free of charge, as well as four paid editions: Professional; Corporate; Enterprise; Ultimate.
SugarCRM offers 4 different deployment options. Customers can deploy Sugar as a software as a service (SaaS) solution in the Sugar Cloud, as an on-premises solution behind their firewall, in the cloud of one of SugarCRM's partners or in the public cloud, including Amazon Elastic Compute Cloud, Windows Azure Services Platform, Rackspace Cloud, IBM SmartCloud Enterprise.
SugarCRM initially licensed Sugar Open Source under the SugarCRM Public License (based on the Mozilla Public License and the Attribution Assurance License). While users could freely redistribute Sugar Open Source and the license allowed for the inspection and modification of the source code and for the creation of derived works, critics, including Dan Farber, editor in chief at CNET, expressed some concern over SugarCRM's use of the term "commercial open source" to describe its products.
On July 25, 2007, SugarCRM announced the adoption of the GNU General Public License (version 3) for Sugar Community Edition, the offering previously known as Sugar Open Source. This license took effect with the release of Sugar Community Edition 5.0.
On April 11, 2010, SugarCRM announced that starting with version 6.0.0, the Sugar Community Edition would be licensed under the GNU Affero General Public License version 3. The charts module, customer portal, mobile support, some SOAP functions and most of the default theme templates were removed from the AGPLv3 licensed Sugar Community Edition 6.
- Salesforce.com :
Salesforce.com Inc. is a global cloud computing company headquartered in San Francisco, California. Though best known for its customer relationship management (CRM) product, Salesforce has also expanded into the "social enterprise arena" through acquisitions. It is currently ranked the most innovative company in America by Forbes magazine, as well as number 27 in Fortune's magazine's 100 Best Companies to Work For in 2012.
It is listed on the New York Stock Exchange and is a constituent of the S&P 500 index.
The company was founded in March 1999 by former Oracle executive Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez as a company specializing in software as a service (SaaS). Harris, Moellenhoff and Dominguez, three software developers previously at Clarify, wrote the initial sales automation software.
In June 2004, the company went public on the New York Stock Exchange under the stock symbol CRM, raising US$110 million. Marc Benioff and Magdalena Yesil were the initial basic connection investors and board members. Other early investors include Larry Ellison, Halsey Minor, Stewart Henderson, Mark Iscaro, and Igor Sill of Geneva Venture Partners.
The following is a list of acquisitions by salesforce.com:
- Sendia (April 2006) - now Force.com Mobile
- Kieden (August 2006) - now Salesforce for Google AdWords
- Kenlet (January 2007) - original product CrispyNews used at Salesforce IdeaExchange and Dell IdeaStorm - now relaunched as Salesforce Ideas
- Koral (March 2007) - now Salesforce Content
- Instranet (August 2008) - now re-branded to Salesforce Knowledge
- GroupSwim (December 2009) - now part of Salesforce Chatter
- Informavores (December 2009) - now re-branded to Visual Workflow
- Jigsaw Data Corp. (April 2010),- now known as Data.com
- Sitemasher (June 2010) - now known as Site.com
- Navajo Security (August 2011)
- Activa Live Chat (September 2010) - now known as Salesforce Live Agent
- Heroku (December 2010)
- Etacts (December 2010)
- Dimdim (January 2011)
- Manymoon (February 2011) - now known as Do.com
- Radian6 (March 2011)
- Assistly (September 21, 2011) - now known as Desk.com
- Model Metrics (November 2011)
- Rypple (December 2011) - now known as Work.com
- Stypi (May 2012)
- Buddy Media (May 2012) for US$689 million
- ChoicePass (June 2012)
- Thinkfuse (June 2012)
- BlueTail (July 2012) - now part of Data.com
- GoInstant (July 2012) for US$70 million
- clipboard.com (May 2013) for US$12 million
- ExactTarget (announced June 4, 2013) for US$2.5 billion
- EdgeSpring (June 7, 2013)
Salesforce.com is headquartered in San Francisco, with regional headquarters in Morges, Switzerland (covering Europe, Middle East, and Africa, Singapore), India (covering Asia Pacific minus Japan), and Tokyo (covering Japan). Other major offices are in Toronto, New York, London, Sydney, Dublin, Hyderabad and San Mateo, California. Salesforce.com has its services translated into 16 different languages and as of July 31, 2011, has 104,000 customers and over 2,100,000 subscribers.
Standard & Poor's included Salesforce.com, at the same time as Fastenal, into the S&P 500 index in September 2008, following the federal takeover of Fannie Mae and Freddie Mac and their removal from the index. Salesforce.com was recognized as one of Fortune's 100 best companies to work for in 2013 at rank #19, up from 27th spot in 2012 and 52nd in 2011.
In November 2007, a successful phishing attack compromised contact information on a number of salesforce.com customers, which was then used to send highly targeted phishing emails to salesforce.com users. The phishing breach was cited as an example of why the CRM industry needs greater security for users against such threats as spam.
The Salesforce.com Foundation donates 1% of the company's resources (defined as profit, equity and employee time) to support organizations that are working to "make the world a better place." It was officially launched at an event featuring former Secretary of State Colin L. Powell in 2000, less than a year after the company’s formation. Salesforce provides a full-featured ten-seat user license available to nearly all United States 501c3 non-profit organizations or overseas equivalents. Additional licenses are deeply discounted for public interest groups. Salesforce.com employs support personnel specific to their (mostly non-paying) non-profit users. Buying a comparable Salesforce.com license commercially would cost around $15,000 a year.
Products and services
Customer Relationship Management
Salesforce.com's CRM solution is broken down into several broad categories: Sales Cloud, Service Cloud, Data Cloud (including Jigsaw), Collaboration Cloud (including Chatter) and Custom Cloud (including Force.com).
The Sales Cloud
The Sales Cloud includes a real-time sales collaborative tool called Chatter, provides sales representatives with a customer profile and account history, allows the user to manage marketing campaign spending and performance across a variety of channels from a single application, tracks opportunity-related data including milestones, decision makers, customer communications, and other information unique to the company's sales process. Automatic email reminders can be scheduled to keep teams up to date.
Other activities on the Salesforce cloud include using the Jigsaw business data to access business contacts, and designing and automating processes in Salesforce CRM.
The Service Cloud
The Service Cloud companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.
Salesforce.com's platform as a service (PaaS) product is known as Force.com. The Force.com platform allows external developers to create add-on applications that integrate into the main salesforce.com application and are hosted on salesforce.com's infrastructure. These applications are built using Apex (a proprietary Java-like programming language for Force.com) and Visualforce (an XML-like syntax for building user interfaces in HTML or Flex).
Work.com, previously Rypple, is a social performance management platform. It is marketed as a solution for sales performance, customer service, marketing, and as a service that can be employed by human resource departments for broad use across an organization. Work.com service facilitates collaboration and shared contribution to individual, team, and organizational goals, and facilitates the exchange of feedback anonymously and publicly between peers and managers. Rypple was acquired by salesforce.com in 2011 and was re-branded as Work.com in September 2012.
Launched in 2005, AppExchange is a marketplace for cloud computing Web application built for the Salesforce.com community and delivered by partners or by third-party developers, which users can purchase and add to their Salesforce.com environment. As of April 2012, there are over 1,400 applications available from over 450 independent software vendors. All salesforce.com partners can distribute applications and solutions on AppExchange. Applications created on the Force.com platform are installed by Salesforce.com customers.
Salesforce users can configure their CRM application. In the system, there are tabs such as "Contacts," "Reports," and "Accounts." Each tab contains associated information. For example, "Contacts" has standard fields like First Name, Last Name, and Email. Configuration can be done on each tab by adding user-defined custom fields.
Configuration can also be done at the "platform" level by adding configured applications to a Salesforce instance, that is adding sets of customized / novel tabs for specific vertical- or function-level (Finance, Human Resources, etc.) features.
In addition to the web interface, salesforce.com offers a SOAP/REST Web service API that enables integration with other systems.
Sales Performance Accelerator
Salesforce.com is launching a new product called Sales Performance Accelerator. It combines the CRM with the Work.com performance management application as well as customer lead information from Data.com
Individuals who work with Salesforce.com can get certified in 4 main certification paths:
- Administrators - Administrators and Advanced Administrators
- Developers - Customizer and Advanced Customizer
- Implementation Experts - Sales Cloud Consultants and Service Cloud Consultants
- Architects - Technical Architects
- Instructors - Admin Essentials for New Admins, Admin Essentials for Exp'd Admins, Building Apps with Force.com, Apex & Visualforce Controllers, Intro to OOP with Force.com Code, Integrating with Force.com and Implementation Essentials.
In order to obtain Implementation Experts and Architects certifications the Administrators and Developers certifications are prerequisites, respectively.
- Amdocs :
Amdocs Limited is a provider of software and services for communications, media and entertainment industry service providers. The company develops, implements and manages software and services for business support systems (BSS), including billing, customer relationship management (CRM), and for operations support systems (OSS). Amdocs is the market leader in Telecommunication Billing Services which forms the major strength of the company. Its products consist of software developed to provide customer experience systems functionality for service providers. The software systems support the customer lifecycle: revenue management, customer management, service and resource management and service delivery.
Its traditional clients are telecommunications "Tier-1" and "Tier-2" providers such as AT&T, BT Group, Sprint, T-Mobile, Vodafone, Bell Canada, Telus, Rogers Communications, Telekom Austria, Cellcom, Comcast, DirecTV, Elisa Oyj, TeliaSonera and O2-Ireland. The company also offers outsourced customer service and data center operations. Headquartered in Chesterfield, Missouri, Amdocs has more than 20,000 employees and serves customers in more than fifty countries (the Registered office of the company is in the Island of Guernsey).
The company was founded in 1982 as an offshoot of Golden Pages, the Israeli business phone directory company, which was owned by the Aurec Group headed by Morris Kahn. Together with others at Golden Pages, Kahn developed a software program for billing telecom companies and established a company called Aurec Information to market this product.
In 1985, Southwestern Bell Corporation acquired a 50 percent ownership share of Aurec Information, and its name was changed to Amdocs. Within two years, the Aurec Group sold off all its holdings in Amdocs for almost US$1 billion.
Amdocs was valued at US$2.75 billion when it went public as company traded on the New York Stock Exchange in 1998.
In the early 2000s, Amdocs branched out into the financial services industry with the Dutch bank ABN AMRO, its first major non-telco customer. Amdocs also has its own consulting division called the Amdocs Consulting Division with offices worldwide.
Amdocs maintains development facilities in India, Israel, Cyprus, Great Britain, Ireland, and the United States, operates a support center in Brazil, and has operations in North America, Europe, South Africa, Latin America and the Asia-Pacific region.
Amdocs' main products are centered around "Customer Experience Systems" (CES), first introduced as CES 7.5 in January 2008. CES comprises a complete product and service suite including products for CRM, customer 'self-service', and business and operations support systems, as well as a mobile advertising, digital commerce and entertainment platform.
- Dov Baharav replaced Avi Naor as Amdocs' CEO as of 2002.
- In October 2008, Amdocs' first WiMAX 4G solution for Sprint-Nextel was launched.
- In May 2009, Gartner ranked Amdocs as the worldwide market share leader in 2008 in the Telecommunications Software Management Systems marketplace.
- In May 2010, Amdocs won the "Industry Leadership Award" at the prestigious TMForum Excellence Awards 2010.
- In November 2010, Eli Gelman replaced Dov Baharav as Amdocs' CEO.
On April 6, 2000, Amdocs acquired all the outstanding stock and options of Solect Technology Group, a developer of billing and administrative software for Internet service providers and wireless telephone service carriers.
In October 2001, Amdocs purchased the Clarify CRM system from Nortel Networks.
On February 19, 2004, Amdocs purchased XACCT, a provider of mediation software to Communications Services Providers, for $29.5 Million.
In July 2005, Amdocs purchased DST Innovis from DST Systems, a vendor providing end-to-end customer care and billing for broadband, cable, and satellite operators.
In April 2006, Amdocs purchased Qpass, a Seattle-based company with an Austrian subsidiary that provides "solutions" for the marketing and merchandising of digital goods and services. The acquisition cost Amdocs a reported US$275 million.
In May 2006, Amdocs purchased Stibo Graphic Software, a Danish software company previously owned by The Stibo Group. In August 2006, Amdocs purchased Cramer Systems, a Bath, UK based company that provides OSS (Operations Support Systems) "solutions" to telecom operators. The acquisition was reported at US$375 million. This allowed Amdocs to become one of very few companies claiming to offer a complete BSS/OSS product suite. Cramer Systems, combined with existing Amdocs OSS software groups, is now the OSS Division.
In November 2006, Amdocs purchased Moria, a small Canadian software firm, known for its innovation in the field of account billing services.
In January 2007, Amdocs purchased SigValue Technologies, an Israel-based vendor of prepaid billing systems for mobile operators based in low cost markets, which have been growing rapidly.
In April 2008, Amdocs purchased JacobsRimell, the UK based provider of "user-centric service fulfillment solutions" in cable IP provisioning. The APS (Adapative Provisioning System) product will be part of Amdocs OSS product offerings.
In November 2008, Amdocs acquired ChangingWorlds of Ireland.
In October 2009, Amdocs acquired jNetX.
In March 2010, Amdocs acquired MX Telecom, a leading mobile payments and messaging aggregator, for at US$104 million in cash, net of debt and cash. MX Telecom will be part of Amdocs' OpenMarket business to provide a hosted platform to extend mobile payments and messaging capabilities.
In June 2010, Amdocs acquired the French company Streamezzo (www.streamezzo.com), a leading provider of an SDK and a run-time for portable rich application development and execution across multi-models, multi-OS mobile terminals.
In June 2011, Amdocs approved the take over of Canadian firm Bridgewater Systems for $215 million. The deal offered a 30% premium on the Value Bridgewater's stock before the deal was announced. It is hoped that the transaction will be completed by mid-September.
In 2012 the Amdocs entered the market of Latin America, through a new Centre For Development and Operations in Brazil, in the city of Sao Carlos.
- Vtiger CRM :
vtiger CRM is an open source CRM application that was forked from SugarCRM with the intention of being a fully open source CRM application with comparable functionality to SugarCRM and Salesforce.com. It offers reporting, a customer portal and an Outlook plugin in its free edition, whereas those functions are in paid versions of the other CRM applications.
vtiger was launched as a fork of version 1.0 of the SugarCRM project launched on December 31, 2004.
In its most recent version 5.4.0 (current as of April 19, 2012), vtiger offers all the usual CRM functions:
- Sales automation (customizable product entries, inventory management, quotations, billing, and trouble ticketing)
- Customer support & service functions, including a customer self-service portal
- Marketing automation (lead generation, campaign support, knowledge bases)
- Inventory Management
- Analysis and reporting
- User interaction features include:
- Integration with corporate E-mail systems (plugin for Microsoft Outlook, Mozilla Thunderbird extension)
- Support of the Asterisk PBX phone system
- Tag cloud functionality
- RSS feed subscription
- PDF document generation via the TCPDF library
- In addition, vtiger features multiple database support, security management, and various web forms. The project is available in over 15 different languages.
- Interface similarities between vtiger and the CRM module of the Zoho Office Suite have been noted, however, this seems to be attributable to
- common corporate sponsorship, not to a common software code base.
vtiger is built on the LAMP/WAMP (Linux/Windows, Apache, MySQL, and PHP) stack with code from other open source projects such as SugarCRM. The core development team of vtiger CRM is based in Lahore, Pakistan.
vtiger CRM installation is done entirely from an HTML/PHP web interface. One can install vtiger CRM 4.X and 5.x on a standard webserver using cPanel provided they have the correct version of PHP and MySQL already installed. Beginning with version 5.x, the vtiger CRM package is available with an optional PHP/MySQL bundled installer. The procedure involves downloading the .tar files from the vtiger CRM website and then using the control panel file manager to upload and untar the source files. Open source program files, extensions, and language packs are available from the vtiger CRM downloads page.
vtiger CRM is also offered as a hosted service which does not require installation on your own web server. vtiger CRM On Demand is delivered using Amazon's EC2 platform.
- OpenERP :
OpenERP is an open-source enterprise resource planning (ERP) software. OpenERP is actively developed, written, supported, and organized by OpenERP s.a. As with many open source projects, programming, support, and other services are also provided by an active global community and partner network.
OpenERP is an open source alternative to SAP ERP, Microsoft Dynamics, Netsuite, Adempiere. Compiere, OFBiz, Openbravo, and other enterprise resource planning software.
OpenERP is licensed under the terms of the AGPL license.
OpenERP includes the following modules and features:
- Sales Management
- Purchase Management
- Customer Relationship Management
- Project Management
- Warehouse Management
- Accounting & Finance
- Asset Management
- Human Resource Management
- Fleet Management
- Event Management
- Social Network
- Point of Sale
- Knowledge and Document Management
- Purchase Management
- Expense Management
- Time Sheet
- Employee Appraisals
- Manufacturing Resource Planning
- Employee Directory
- Address Book
- Recruitment Process
- OpenERP for Paper Industry
- OpenERP for Packaging Industry
- OpenERP for Hologram Industry
- OpenERP School Management System
- OpenERP Health & Hospital Management System
- OpenERP Best ERP .
OpenERP uses a Service Oriented Architecture as a software architecture design pattern. OpenERP is developed using agile software development and Test-driven development methodologies.
Web Application Architecture
OpenERP uses PostgreSQL as database management system.
Source code and contributions
OpenERP source code is hosted on the Launchpad project hosting web application, using the GNU Bazaar distributed revision control system sponsored by Canonical, publisher of Ubuntu, a Debian-based Linux distribution. The documentation is also managed using this service but a website dedicated to all publications has been set up in 2009.
OpenERP s.a. provides a web site referencing the officially supported modules as well as contribution modules. The principle is similar to Apple's App Store. Contribution modules can be referenced for free as long as they respect some submission rules. As of November 2012, the number of OpenERP apps reached more than 2500.
Module development mainly relies around editing Python and XML files. Some application logic (i.e. workflows and data structure) can be changed through the client interface using a developer mode.
- Apache OFBiz :
Apache Open For Business (Apache OFBiz) is an open source enterprise resource planning (ERP) system. It provides a suite of enterprise applications that integrate and automate many of the business processes of an enterprise.
OFBiz is an Apache Software Foundation top level project.
Apache OFBiz is a framework, provides a common data model and a rich set of business process. All applications are built around a common architecture using common data, logic and process components. Beyond the framework itself, Apache OFBiz offers functionality including:
- Accounting (Agreements, Invoicing, Vendor Management, General Ledger)
- Asset Maintenance
- Catalogue and Product Management
- Facility and Warehouse Management
- Order Processing
- Inventory Management, automated stock replenishment etc.
- Content management system (CMS)
- Human resources (HR)
- People and Group Management
- Project Management
- Sales Force Automation
- Work Effort Management
- Electronic point of sale (ePOS)
- Electronic commerce (eCommerce)
- Scrum (development) (Scrum software development support)
All of Apache OFBiz functionality is built on a common framework. The functionality can be divided into the following distinct layers:
Apache OFBiz uses the concept of "screens" to represent the Apache OFBiz pages. Each page is, normally, represented as a screen. A page in Apache OFBiz consists of components. A component can be a header, footer, etc. When the page is rendered all the components are combined together as specified in the screen definition. Components might be Java Server Pages ([JSP]s) 'deprecated', FTL pages built around FreeMarker template engine, Forms and Menus Widgets. Widgets are an OFBiz specific technology.
The business, or application layer defines services provided to the user. The services can be of several types: Java methods, SOAP, simple services, workflow, etc. A service engine is responsible for invocation, transactions and security. Apache OFBiz uses a set of well established, open source technologies and standards such as Java, Java EE, XML and SOAP. Although Apache OFBiz is built around the concepts used by Java EE, many of its concepts are implemented in different ways; either because Apache OFBiz was designed prior to many recent improvements in Java EE or because Apache OFBiz authors didn’t agree with those implementations.
The data layer is responsible for database access, storage and providing a common data interface to the Business layer. Data is accessed not in Object Oriented fashion but in a relational way. Each entity (represented as a row in the database) is provided to the business layer as a set of generic values. A generic value is not typed, so fields of an entity are accessed by the column name.
Open Source Libraries
Here a list of the existing open source libraries that are used in Apache OFBiz.
Apache Commons : A collection of reusable Java components like (FileUpload, IO, Digester, Logging, Codec, and Validator)
ANTLR : Framework for constructing recognizers, interpreters, compilers, and translators from grammatical descriptions
ASM : Set of Java classes for decomposing, modifying, and recomposing Java bytecode
BSF : Set of Java classes which provides scripting language support within Java applications
BeanShell : Lightweight Scripting language for Java JSR 274. Beanshell is being phased out of OFBiz and eventually will be replaced by Groovy
Groovy : An agile dynamic language for the Java Platform
Jython : An implementation of the high-level, dynamic, object-oriented language Python written in 100% Pure Java
Apache Ant : Software tool for automating software build processes.
Apache Avalon : Software framework provide a reusable component framework for container (server) applications
FreeMarker : Template engine focusing on generation of text output (anything from HTML to autogenerated source code)
Apache Geronimo : A certified Java EE based application server
HttpUnit : Software testing framework used to perform testing of web sites without the need for a web browser.
ICU Mature : C/C++ and Java libraries for Unicode support, software internationalization and software globalization.
JavaCC : Parser generator for the Java programming language similar to Yacc
Javolution : Real-time library aiming to make Java applications faster and more time predictable
Apache Xerces : An XML parser library for Java, C++ and Perl Apache
Apache Derby : Full-fledged relational database management system (RDBMS) with native Java Database Connectivity (JDBC) support
MX4J : Java Management Extensions (JMX) tools for managing and monitoring applications, system objects, devices and service oriented networks.
Apache Tomcat : Web application server supporting Java Servlet 2.5 and JavaServer Pages (JSP) 2.1
Jetty : Web application server supporting Java Servlet 2.5 and JavaServer Pages 2.1 - an alternative to the Tomcat server
DataVision : Reporting tool similar to Crystal Reports and BIRT Project
- Adempiere :
ADempiere is an Enterprise Resource Planning or ERP software package released under an free software license. The word ADempiere in Italian means "to fulfill" or "to accomplish".
The software is licensed under the GNU General Public License.
The ADempiere project was created in September 2006. Disagreement between the open-source developer community that formed around the Compiere open-source ERP software and the project's corporate sponsor ultimately led to the creation of Adempiere as a fork of Compiere. Within weeks of the fork, ADempiere reached the top five of the SourceForge.net rankings, and has remained one of the top-ranked open-source projects since then. This activity provides a measure of both the size of its developer community and also its impact on the open source ERP software market.
Goals of this project
The goal of the Adempiere project is the creation of a community-developed and supported open source business solution. The Adempiere community follows the open-source model of the Bazaar described in Eric Raymond's article The Cathedral and the Bazaar.
The following business areas are addressed by the Adempiere application:
- Enterprise Resource Planning (ERP)
- Supply Chain Management (SCM)
- Customer Relationship Management (CRM)
- Financial Performance Analysis
- Integrated Point of sale (POS) solution
- Integrated Web Store
Material Requirements Planning (or Manufacturing Resource Planning, in beta for Release 3.5), contributed by the Libero project.
All community members are entitled to their say in the project discussion forums. For practical purposes, the project is governed by a council of contributors. A leader is nominated from this council to act as overall project manager. The role of the Adempiere Council is to:
- Support decisions of the leader.
- Accept contributions.
- Define the roadmap.
- Review and approve specifications.
- Vote for new functionalities.
- Approve changes to core.
Adempiere is developed with Java EE technology, specifically utilizing the JBoss application server. Currently database support is restricted to Oracle and PostgreSQL. A MySQL port of the database is currently underway.
Adempiere inherited the Data Dictionary from the Compiere project. This architecture extends the Data Dictionary concept into the application; thus the application's entities, their validation rules and screen layout can be controlled from within the application itself. In practice, this means that customization of the application can be done without new coding. A Workflow Management Coalition and Object Management Group standards based workflow engine is utilized to provide Business Process Management. These features allow for the rapid customization of the application to a business needs.
- JFire :
JFire is an Enterprise Resource Planning and Customer Relationship Management system. The system has been written entirely in Java and is based on the technologies Java EE 5 (formerly J2EE), JDO 2, Eclipse RCP 3. Hence, both client and server can easily be extended and it requires only a relatively low effort to customize it for specific sectors or companies.
Since November 2009, there is a stable JFire release containing many modules, e.g. for user and access rights control, accounting, store management, direct online trade with other companies or end-customers (e.g. via a web shop), an editor for interactive 2-dimensional graphics and other useful plugins. A reporting module which is based on BIRT allows for the editing and rendering of reports, statistics and similar documents (e.g. invoices).
Even though the main goal of the project is to serve as a robust and flexible framework and thus to ease the implementation of sector-specific applications, it contains modules for the out-of-the-box usage in small and medium-sized enterprises.
Because JFire uses JDO as persistence layer, it is independent of the underlying database management system (DBMS) and spares developers the error-prone work of writing SQL. Furthermore, the use of JDO makes it possible to employ other DBMS types (e.g. object databases). According to the project's website, JFire is shipped with the JDO2 reference implementation DataNucleus, which supports many relational databases and db4o.
Even though Java EE, JDO and Eclipse RCP provide many advantages, they have the disadvantage that they require a longer training period than older technologies (e.g. direct SQL).
JFire was published in January 2006 under the conditions of the GNU Lesser General Public License (LGPL). Therefore, it is Free Software and everyone can redistribute it, modify it and use it free of charge.
The history of JFire starts in 2003, when the company NightLabs decided to develop a new ticket sales and distribution software. Because they wanted to base this new system on an ERP within one integrated application suite (rather than multiple separate programs), they started to search for a suitable framework. After some research and evaluations, they decided to launch such an ERP framework project based on new technologies like JDO and Eclipse RCP, which make it easy for other projects to build upon.
When first released in January 2006, it quickly gained attention in the Eclipse community: The German Eclipse Magazine published an article in May 2006, the project was invited to the EclipseCon 2006, the Eclipse Magazine India published an article in December 2006 and in April 2007, the JFire project was invited to the Eclipse Forum Europe, where it impressed the BIRT team with its graphical parameter workflow builder.
The project's main goal is to provide a framework which eases development of sector-specific ERP systems. In this aspect, it differs significantly from most other ERP projects, which aim primarily at being an out-of-the-box solution directly for end-users.
The JFire project team believes that the demands directed at ERP software vary in such a high degree, that a complete solution has some major disadvantages: In their opinion, such one-fits-all-solutions confront their users either with too much configuration and too little clarity or do not provide enough flexibility.
Therefore, most of the numerous JFire modules serve mainly as a base for extensions and cannot be used directly by end users (or only partially).
JFire consists of two parts - the server and different types of clients. So far, the most comprehensive client is a rich client. Additionally, there exists a JSP web client, which currently supports only a part of the functionality (e.g. a web shop). Some applications built on JFire employ other types of clients, as well (e.g. mobile devices used in Yak, an access control system). Because JFire enables different companies/organizations to cooperate directly, a server acts as client to other servers, as well. Each organization has its own JDO datastore, which guarantees a very high degree of protection of privacy. Between organizations, only data essentially required by the business partner are exchanged.
Following the framework idea, JFire is built very modular: In the client, it consists of OSGi plug-ins based on the Eclipse Rich Client Platform (RCP) and in the server, JFire is composed of Java EE EAR modules. Due to its modularity, JFire is used as base for non-ERP applications, too, which employ a smaller number of modules (e.g. only the user, access rights and organization management).
The Base-Module is responsible for Authentication, User- and Rightsmanagement and builds the core for transactions between different organisations and servers. On top of it comes the Trade-Module which includes Accounting, Store-Management, Reporting and forms the base for a general distribution sales network.
The Trade-Module offers many interfaces for easy integration of external systems like third-party payment- or delivery-systems. Additionally it provides extension possibilities to build your own Business Application on top of JFire.
The Client is based on the Eclipse RCP framework and makes extensively use of its flexible plugin management. The design is similar to the server. The Base module provides you with the Graphical User Interface for administration of users and organisations. The Trade modul lets you easily configure the sales-conditions of your products, write invoices, keep the overview over your finances and show you detailed reports of all transactions.
Furthermore you can combine your Trade platform with the Editor2D module in order to edit and visualize things, if it is needed for your business.
- Openbravo :
Openbravo is a commercial open source software company. The head office of Openbravo S.L. is located in Pamplona, Spain. A sales office is located in Barcelona. The company is responsible for the development of two products: Openbravo ERP and Openbravo POS. For the worldwide distribution and implementations of its software, Openbravo relies heavily on its partner network. The company is a member of the Open Solutions Alliance, a non-profit organization working for open-source standardization. Openbravo is three-time winner of Infoworld's Bossie award for best open source software application for Openbravo ERP, last awarded in August 2011.
Openbravo's roots are in the development of business administration software which was first developed by two employees of Engineering School Tecnun of the University of Navarra, Nicolas Serrano and Ismael Ciordia. They were both involved in the mid 1990s in developing the management of the university. They used emerging Internet technologies while doing their work, and subsequently introduced a new approach for web applications. Their concept was realized in a new company called Tecnicia, which was founded in August 2001 by Serrano, Ciordia, and Aguinaga. In 2005, two management consultants, Manel Sarasa and Josep Mitjá, were asked by a venture capital company to evaluate Tecnicia and prepare a business plan for its evolution. In 2006, the two consultants joined Tecnicia as the CEO and COO respectively. Around the same time the Spanish investment company Sodena invested 6.4 million USD in the further development of the company. In 2006 the company is renamed Openbravo. In 2007 the company announces the acquisition of LibrePOS, a web-based Point-of-Sale (POS) application for retail and hospitality businesses. LibrePOS is then rebranded to Openbravo POS. In May 2008 Openbravo attracts three more investors, Amadeus (UK), GIMV (Belgium) and Adara (Spain) for a second investment round totalling 12.5 million USD. This investment launches Openbravo as one of the leading open source companies with substantial resources to further develop its products and services.
Openbravo ERP is a web-based ERP business solution for small and medium sized companies that is released under the Openbravo Public License, based on the Mozilla Public License. The model for the program was originally based on the Compiere ERP program that is also open source, released under the GNU General Public License version 2. The program is among the top ten most active projects of Sourceforge as of January 2008.
Interface Openbravo ERP
Using Openbravo ERP, organizations can automate and register most common business processes. The following processes are supported: Sales, Procurement, Manufacturing, Projects, Finance, MRP and more. Numerous commercial functional extensions are available on the Openbravo Exchange which can be procured by users of the Professional Subscription version of Openbravo ERP. This paid-for version offers additional functionality compared to the free Community Edition (such as: integrated administration tools, non-technical tool for updates and upgrades, access to Openbravo Exchange and a Service Level Agreement). Characteristic of the Openbravo ERP application is the green web interface through which users maintain company data in a web-browser on their PC or PDA. Openbravo can also create and export reports and data to several formats, such as PDF and Microsoft Excel.
Openbravo's Java-based architecture focuses on two development models:
model-driven development, in which developers describe the application in terms of models rather than code model-view-controller, a well established design pattern in which the presentation logic and the business logic are kept isolated These two models allow for integration with other programs and for a simple interface.Because of the application of open standards Openbravo ERP can be integrated with other open source applications like Magento webshop, Pentaho Business Intelligence, ProcessMaker BPM, Liferay Portal and SugarCRM.
Openbravo POS is a web-based Point-of-Sale (POS) application for retail and hospitality businesses. The application came into existence called TinaPOS. For legal reasons the application was renamed to LibrePOS. In 2007 LibrePOS was acquired by Openbravo and it is known by its current name. The program is completely integrated into Openbravo's ERP application. Through this integration it is possible to update stock levels, financial journals and customer data directly in the central database when a POS sales is executed in the stores. Openbravo POS can be applied using PDAs for order intake./
looking for the best HTML5 framework for Openbravo Mobile, they decided to choose Enyo for both its Openbravo Web POS and its mobile solution
English, Spanish, French, Indonesian, Italian, Arabic, Cuban, Serbian, German
- WebERP :
webERP is an open source ERP system for Small and Medium-sized Enterprise (SME).
- Sales Orders and Quotations
- Accounts Receivable
- User defined sales analysis
- Purchase Orders
- Accounts Payable
- Inventory Management
- Multi-currency bank accounts
- Shipment Costing
- Contract Costing
- General Ledger
- Multi-currency, complex tax system support.
- Multiple inventory locations with serial number and lot tracking facilities
- Fixed Assets
- Full double entry accounting
- Sales orders support assemblies and kit-sets
- Supports Materials Requirements Planning (MRP I) functionality with a master production schedule and reports suggesting purchase and works orders.
webERP is a web-based LAMP application with the goals being:
Strong data integrity/security via innodb database type, and a full history on all transactions.
webERP is available in the following languages/translations: Albanian, Portuguese (Brazil), Chinese Big5, Chinese Simplified GB2312, Croatian, Czech, Danish, Dutch, English, Estonian, French, German, Greek, Hindi, Hungarian, Indonesian, Italian, Japanese, Latvian, Persian (Farsi), Polish, Portuguese, Romanian, Russian, Spanish, Spanish (Argentina), Spanish (Mexico), Spanish (South America), Spanish (Venezuela), Swahili, Swedish, Turkish
Selected release history (See the change log for a full list of changes.) :
Version 3.10.2 * Geo-mapping for customers and suppliers
In July 2007, postgreSQL support was discontinued from future versions.
- CiviCRM :
CiviCRM is a web-based, internationalized suite of computer software for constituency relationship management, that falls under the broad rubric of customer relationship management. It is specifically designed for the needs of non-profit, non-governmental, and advocacy groups, and serves as an association management system. CiviCRM is designed to manage information about an organization's donors, members, event registrants, subscribers, grant application seekers and funders, and case contacts. Volunteers, activists, voters as well as more general sorts of business contacts such as employees, clients, or vendors can be managed using CiviCRM.
CiviCRM's core tracks contacts, relationships, activities, groups, tags and permissions, while its components keep track of contributors (CiviContribute), events (CiviEvent), member lists (CiviMember), cases (CiviCase), grants (CiviGrant), campaigns (CiviCampaign), petitions (CiviPetition), bulk mailings (CiviMail) and reports (CiviReport).
CiviCRM is deployed in conjunction with either the Drupal, Joomla! or Wordpress content management systems (CMS), and is supported by many hosting and professional services companies. Both the Drupal and Joomla! professional associations use CiviCRM. CiviCRM's license is the GNU AGPL 3.
Two books are available on the software. Extensive admin, developer and user documentation is available on the project site. There are also active forums and an IRC channel.
CiviCRM is used by many large NGOs including Amnesty International, Creative Commons, the Free Software Foundation, and the Wikimedia Foundation for their fundraising. There are also cases of very large record sets being used with one company claiming to have set up CiviCRM with a set of over 3 million constituents. CiviCRM is also used by Kabissa to provide CRM capabilities to over 1,500 organizations, mostly in Africa.
CiviCRM downloads are available from SourceForge, where it was "project of the month" for January, 2011.
- SAP AG
- SAP HANA
- SAP Business Suite
- SAP ERP
- SAP SCM
- SAP CRM
- SAP SRM
- SAP PLM
- SAP Business One
- SAP Netweaver
- Oracle Fusion Application
- Oracle Fusion Middleware
- Oracle SOA Suite
- Oracle Weblogic Server
- Oracle Developer Suite
- Oracle BI Publisher
- Oracle CRM
- Oracle E-Business Suite
- Oracle Discoverer
- Oracle Application Server
- Microsoft Dynamics ERP
- Microsoft Dynamics AX
- Microsoft Dynamics GP
- Microsoft Dynamics NAV
- Microsoft Dynamics SL
- Microsoft Dynamics C5
- Siebel CRM
- JD Edwards
- Sugar CRM
- Vtiger CRM
- Apache OFBiz
- Open Bravo
- Civic CRM
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