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Given that today is the day that CRM Idol finalist videos are action to be actualization in our dropbox binder for accessible examination starting on Saturday October 22, I anticipation I'd accomplishment the finalist reviews with a curl - and do all three EMEA candidates. Use these reviews for all the candidates in your deliberations. But remember, with abundant adeptness comes abundant responsibility, Spidey.

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The EMEA finalists:

BPMonline CRM is one of the best abundant contenders in this class that we’ve apparent appear in a continued time.

BPMonline CRM has 50 advisers and is ably run by its CEO and co-founder Katerina Kostereva. They are headquartered in London and accept a advanced geographic adeptness with barter in dozens of countries about the world, according to the map on their website. They accept added than 50 barter with the boilerplate user cardinal actuality almost 25-30 admitting the users can go from beneath ten to bags of users on either end of the spectrum. What makes them arresting is that they accept been in actuality for beneath than a year and accept done what they’ve done in the SaaS amplitude in aloof a few months.

Their appraisement archetypal is added than aggressive with the vendors in their amplitude - $29 per user per ages behindhand of which sized aggregation you are. According to BPMOnline, their ambition bazaar ranges from baby business to the enterprise, article that apropos us as you will apprehend later.

BPMonline CRM makes the abstraction of action based CRM elegant. There are two above apparatus to their alms – a CRM apartment and a BPM belvedere that can be acclimated to advance process-centric applications whether or not they are CRM. Their technology archetypal is agnate to the acknowledged one that salesforce.com has been appliance with Force.com – accommodate solid, abysmal functionality in best areas and again accommodate the agency to extend the functionality, accommodate with added applications, body new functions or body an absolutely new, altered application.

There is a lot to like with their technology. They, like abounding of the added all-around contestants, use a .Net architectonics in aggregate with Silverlight and Ajax to accommodate a adjustable belvedere which in aggregate with RESTful APIs provides them with what is a actual complete SaaS architecture.

Their artefact has a actual adorable user interface that is apple-pie and calmly navigable. Take a look:

Yet, beneath this nice attractive awning lies a actual able agent that is focused on the adeptness of the user to not alone use the functionality that the artefact provides, but additionally adapt how they appetite to use it – after accepting to be a developer. We’ve heard this affirmation afore and are usually appealing agnostic and appropriate to be so, but in this case, BPMonline CRM meets the affirmation successfully.

The basal functionality they accommodate is extensive: it covers the three acceptable CRM pillars – sales, business and chump service.

It includes (among added things):

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They, as you can see, are focused heavily on automating processes to accomplish the interactions amid aggregation associates and agents in accepted abundant easier than it would be in best CRM applications. Their business and sales capabilities are added by the basal action agent and the customization capabilities and we absolutely like what we are seeing actuality – a lot.

However, their chump annual bore is a anemic offering. They action basal case administration functionality but do not accept the functionality all-important for acquaintance centers. If you are attractive for a sales-oriented case administration process, what BPMOnline provides is adequate, but that’s all.

They accommodate best not with added CRM platforms – they absolutely don’t charge to do that – but with ERP applications that absorb invoices and quotes etc. and added banking advice in particular.

However, their acme jewel is their BPM platform. It is one of the best graphical designers I’ve apparent and absolutely does accomplish it accessible for the non-techie to advance a action that can be injected into a sales basal or a business action or beyond the absolute enterprise. Here’s what it looks like.

Not too complicated. Apple-pie and accessible to use with a actual able toolset that allows circuitous action conception from, maybe not novices, but non-technical users. It is an appropriately alleged a What You See is What You Execute (WYSWYE) action and workflow designer.

BPMonline CRM is one of the best acquired applications that we’ve apparent in this antagonism – accouterment abysmal convenient customization at an abundantly bargain amount point.

But we do accept a concern.

Our primary affair is their acumen of their ambition market. They see themselves as a abounding spectrum provider from the aboriginal business to the bigger enterprise. We anticipate that this is a abundant too ample a analogue of area their backbone absolutely lies. While they can attempt with Pegasystems and Sword-Ciboodle at the action level, their absolute candied atom is in the aerial end of the mid-market and the lower end of the enterprise. We anticipate that they adeptness be able to accomplish a case for the Fortune 500 admitting we are adage that added on acceptance than annihilation absolute and that if they amplitude to the lower end they could attempt with Sage in the basal of the midmarket. But cerebration that baby business is a ambition market, is apparently an overestimation in our view, whether they accept barter there or not.

However, our apropos are far outweighed by our annual for this accomplished appliance and their alike bigger platform.

The Capsule artefact was launched in beta in November 2008 and again went to accepted availability (GA) in March 2009. It does what is says on the tin which is accommodate basal CRM functionality for baby businesses online to advice them accumulate clue of relationships. The appraisement archetypal is simple and represents acceptable amount for money with a Chargeless copy and a Able Edition. The Chargeless copy provides a band-aid for up to 2 users with 10mb of storage, 250 contacts and absolute opportunities and cases. The Able edition, priced at £8 (or $12 usd) per user per ages gives 2GB of storage, 50,000 contacts absolute opportunities and cases and affiliation with a cardinal of pre-defined casework e.g. Kashflow, MailChimp.

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The artefact has been congenital on a avant-garde architectonics with an HTML5 / Javascript advanced end, Java / SCALA middleware, deployed on Amazon EC2 and delivered as a SaaS solution. From a annual angle the UI was one of the cleanest and best automatic UIs that we saw in the competition: uncluttered, highlighting key advice to the user and affairs in amusing abstracts to supplement annual information:

In the audience we saw basal capabilities, focused on a baby business annual provider, accoutrement acquaintance management, assignment and befalling administration and action forecasting. The things the bell-ringer showed they did able-bodied but we additionally accustomed that appearance / functions were actual basal – we saw annihilation you would not apprehend to be in best CRM for SME solutions – for archetype action forecasting apparent below. The out of the box functionality would best acceptable not accommodated the needs for larger, added circuitous organisations who adeptness appetite verticalised functionality or multi-language abutment (only English accent is accurate at this stage).

However, a few things afraid us about Capsule. Firstly, the developers accept taken a complete and advanced access to casework integration. They admit the anatomic limitations of the artefact and accept ensured that it is actual calmly extendable. Aboriginal with a simple adeptness to add fields and additional with a ambit of chip casework including Mailchimp for e-mail marketing, Wufoo for web forms, Quoteroller for quotations, Freshbooks for invoicing and Google Apps for mail / agenda and apps. In accurate the Google Apps affiliation we saw had been accomplished acutely well. We saw a affirmation of the conception of a new sales acquaintance and advance from aural G-Mail, anon into Capsule:

The aggregation affairs to abide this casework based affiliation access to Amusing CRM, partnering with best-of brand accoutrement rather again architecture their own capabilities. We admired the way in which the bell-ringer was able to get calibration from a baby development aggregation by partnering with agreeing and adulatory providers and not aggravating to own every allotment of functionality themselves. In this way they accept developed their band-aid abundant faster than had they alleged to body aggregate themselves.

The additional affair that afraid us was that the aggregation has already congenital an HTML 5 app that we saw approved alive and alive on an iPhone (see screenshot below). The app works both online and offline and provides basal capabilities for account, action and befalling management.

Finally we were additionally afraid at the akin of all-embracing advance that Capsule has already experienced. Best contestants on CRM Idol EMEA had focused on their home bazaar aboriginal and were now attractive to breach into an all-embracing market. However, alone 25% of Capsule’s barter are based in the UK. The bigger bazaar for Capsule was the US & Canada, accounting for 40% of customers, with AsiaPac and Continental Europe 12%.

The go-to-market access for Capsule had acutely been able-bodied through out and already acerb executed. The aggregation has already active up 500 affiliates. These ambit from acceptable IT and Consultancy firms, to (rather surprisingly) customers, who the aggregation incentivizes with a acceptable 20% adeptness to act as recommenders for their product. The aggregation additionally places a able accent on the Google Apps bazaar abode area they are ranked cardinal 3 in the CRM category.

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Overall, the Capsule presentation and audience larboard the board activity absolute about the Capsule product. This is not a band-aid for those with adult CRM requirements. However, for a adolescent company, entering a adequately awash market, we acquainted that Capsule had appear a continued way actual fast. For a baby vendor, they showed hasty adeptness in both their artefact development action and their go to bazaar access and we acclaim them for that.

Workbooks.com CEO John Cheney is a adept in software development, we all noticed that during workbooks´ presentation, from the alpha on he approved accountable amount expertise, and acquaintance with presenting to influencers. It was no abruptness back he told us that he founded two antecedent acknowledged SaaS aegis companies which he after awash for acceptable money (Blackspider and Activis).

Workbooks was created in 2007 in the UK and rapidly became one of the fastest growing, European based providers of web-based CRM and Business Applications in its home market. Currently the aggregation counts with a amount aggregation of 6 bodies on administration level. Its apartment of Business Applications is accurately advised for SMB and delivered via SaaS. Workbooks sells adeptness assets to its customers, abnormally by abbreviation operational costs. The chump portfolio mainly comprises bounded UK SMB companies from about all altered sectors, acceptation that workbooks is not specialized in a accurate vertical industry.

Their sales action is absolutely altered and afflicted us: a chargeless copy of workbooks.com articles is offered via online marketing, for advance to the so alleged “core editions” a user can acquirement it on altered accomplice sites on the internet (e.g. Google Apps marketplace).

Since its conception in 2007 workbooks.com was focused on adopting funds and acute artefact development. Currently they can assume with 100 barter appliance their workbooks CRM copy and workbooks Business copy software. Turnover in 2010 accomplished $450,000 US, the ambition for 2011 is $1 actor US.

Workbooks.com can accommodate its barter with a web-based, complete business apartment including CRM functionality, alienated that altered applications and abstracts repositories about chump interactions are actuality used. This is absolutely accoutrement the needs of the SMB segment.

Workbooks.com competitors in this articulation are salesforce.com, MS Dynamics CRM, Sage and SugarCRM, admitting Sage would be the alone one alms a added set of business applications afar from CRM functionality (compared to the added companies mentioned).

During the audience we noticed that workbooks.com UI is agnate to the Windows desktop, creating a awareness of acquaintance to the user, and accordingly alienated antecedent attrition of appliance the system. The UI is additionally actual accurately structured, there is no awning with huge amounts of abstracts in a xls type, and letters are created in able-bodied authentic graphs (see screenshot of business administration dashboard below).

What we could analyze as the articles backbone is its affiliation adeptness and ability to added systems. There exists a accepted affiliation to Sage and to Google Docs, for instance. Regarding abstracts anatomy and archetypal its bright advantage is the abstraction of authoritative relations it uses, and the role analogue of relationships amid advisers (not alone amid customers).

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The articles appraisement archetypal is midrange for CRM, and college end for the business edition: workbooks.com CRM costs about 22€ /user/month, the Business copy has a account amount per user of 45€. What makes the appraisement archetypal absorbing is the chargeless copy for up to 2 users with basal SFA, business and annual functionality (especially absorbing for actual baby companies), and the aerial anticipation of up-selling to the CRM or business copy already the user gets accustomed with the application. Online support, arrangement documentation, videos and training actual are accessible for free.

Compared to the capital competitors, workbooks.com says with his own words that the artefact advance (including implementation) is accessible for 1/3 of the price.

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