CUSTOMER RELATIONSHIP MANAGEMENT …€¦ · FRONTRUNNERS 10Pipedrive 11 HubSpot CRM 12Salesforce 13 Zoho CRM 14 Vtiger CRM 15 Bpm’online CRM 16Capsule 17Bitrix24 18amoCRM 19 Oracle

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CUSTOMER RELATIONSHIP MANAGEMENT SOFTWAREJanuary 2017

CONTENTS4689

3537

Introduction

Defining CRM Software

The Quadrant

CRM FrontRunners Index

Runners Up

Methodology Basics

FRONTRUNNERS10 Pipedrive

11 HubSpot CRM

12 Salesforce

13 Zoho CRM

14 VtigerCRM

15 Bpm’online CRM

16 Capsule

17 Bitrix24

18 amoCRM

19 Oracle CRM On Demand

20 HighriseCRM

21 Nimble

22 Base CRM

23 Hatchbuck

24 Velocify

25 Act-On

26 Gold-Vision CRM

27 PipelineDeals

28 Cosential

29 Close.io

30 SalesNOW

31 Teamgate

32 Commence

33 AddressTwo

34 InStream

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INTRODUCTION

This FrontRunners analysis is a data-driven assessment identifying products in the Customer

Relationship Management software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.

In the Customer Relationship Management FrontRunners infographic, the Capability axis starts at 3.60 and ends at 4.40, while the Value axis starts at 3.90 and ends at 4.70. Scales may differ between quadrants in order to capture the relative positioning of the specific products in each category.

To be considered for the Customer Relationship Management FrontRunners, a product needed a minimum capability user rating score of 4.0 and a minimum value user rating score of 4.0. So, all products that qualify as FrontRunners are top performing products in their market. The quadrant positions a product relative to its peers in the market.Each product falls within a designated quadrant

http://www.softwareadvice.com/crm/#top-products

http://www.softwareadvice.com/crm/#top-products

I N T R O D U C T I O N

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based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.

QUADRANT CATEGORIES:

» Upper Right = Leaders: Leaders are all-around strong products. They offer the highest value and capability in that market.

» Upper Left = Masters: Masters may have fewer capabilities, but end users value those capabilities highly. Depending on the functionality needed, a product positioned in the Masters quadrant might be a better option to consider than products positioned in other quadrants.

» Lower Right = Pacesetters: Pacesetters may offer a strong set of capabilities, but are not rated as high on value. For example, a Pacesetter might have a breadth of functionality at a higher price point.

» Lower Left = Contenders: Contenders are strong-performing products that have not yet achieved the Value and Capability of the products in the other quadrants. For example, products in this quadrant may be more suited for companies that need more specialized functionality that comes at a price.

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Customer relationship management (CRM) software helps organizations manage

information (such as contact details) about current and potential customers.

CRM is a technique for putting customers at the heart of your business and using data about your customers to tailor a unique experience for each individual. CRM software consolidates customer information into one repository so users can better organize and manage relationships, automates common processes and provides tools for monitoring performance and productivity.

Software Advice’s FrontRunners quadrant is focused on the North American CRM market. Although “CRM” is often used to describe a broad set of functionality including customer service and marketing, this FrontRunners quadrant focuses primarily on sales-oriented CRM functionality, as this is the functionality most commonly requested by the thousands of small business buyers we talk to each year. We identify this set of core capabilities for the CRM software category: contact management, interaction

DEFINING CRM SOFTWARE

D E F I N I N G C R M S O F T W A R E

7J A N U A R Y 2 0 1 7

tracking and lead management, as well as at least one of the following: email campaigns, workflow automation and forecasting / reporting.

In addition, we identify several related features that organizations purchasing a CRM system may also need or wish to consider: channel management, social CRM, call center management, customer support, document management, landing pages / web forms, lead scoring, list management, marketing automation, product catalog, project management, quotes / proposals, referral tracking and territory management.

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THE QUADRANT

All products that qualify as FrontRunners are top performing

products in their market.

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CRM FRONTRUNNERS INDEX

10 Pipedrive

11 HubSpot CRM

12 Salesforce

13 Zoho CRM

14 Vtiger CRM

15 Bpm’online CRM

16 Capsule

17 Bitrix24

18 amoCRM

19 Oracle CRM On Demand

20 Highrise CRM

21 Nimble

22 Base CRM

23 Hatchbuck

24 Velocify

25 Act-On

26 Gold-Vision CRM

27 PipelineDeals

28 Cosential

29 Close.io

30 SalesNOW

31 Teamgate

32 Commence

33 AddressTwo

34 InStream

10

The scores below are based on numeric value between 1 and 5.

CAPABILITY VALUE

Capability User Rating Value User Rating

Functionality Breadth Adoption Score

Features Customer Base

Integrations Reviews Volume

Confidence Score Google Searches

Customer Base Skills Base

Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDPIPEDRIVE

QUADRANT PLACEMENT: LEADERS

4.29 4.69

4.56 4.66

3.50 4.72

2.10 4.60

4.90 5.00

4.55 4.90

4.60 4.60

4.50

4.50

4.60

11


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDHUBSPOT CRM


4.24 4.67

4.40 4.47

3.95 4.87

4.30 5.00

3.60 4.90

4.23 4.30

5.00 5.00

4.90

4.40

2.60

12


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDSALESFORCE


4.33 4.57

4.09 4.14

4.95 5.00

4.90 5.00

5.00 5.00

4.18 5.00

5.00 5.00

5.00

3.20

3.50

13


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDZOHO CRM


4.28 4.54

4.05 4.23

4.95 4.85

4.90 4.90

5.00 4.90

4.05 4.60

4.90 4.90

4.90

3.90

2.50

14


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDVTIGER CRM


4.02 4.52

4.15 4.61

3.75 4.43

3.30 4.90

4.20 2.90

4.05 4.30

4.90 4.80

4.40

4.20

2.70

15


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDBPM’ONLINE CRM

QUADRANT PLACEMENT: PACESETTERS

4.38 3.97

4.90 4.90

3.55 3.03

3.90 3.40

3.20 3.80

4.18 1.00

3.40 3.30

4.20

4.10

5.00


4.38 3.97

4.90 4.90

3.55 3.03

3.90 3.40

3.20 3.80

4.18 1.00

3.40 3.30

4.20

4.10

5.00


4.38 3.97

4.90 4.90

3.55 3.03

3.90 3.40

3.20 3.80

4.18 1.00

3.40 3.30

4.20

4.10

5.00

16


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDCAPSULE

QUADRANT PLACEMENT: MASTERS

3.99 4.35

4.15 4.47

4.05 4.23

3.30 4.30

4.80 3.40

3.63 4.80

4.30 4.30

2.60

3.70

3.90

17


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDBITRIX24


3.96 4.34

4.07 4.56

4.15 4.12

4.90 4.20

3.40 4.10

3.55 3.20

4.20 4.50

4.10

4.80

1.10

18


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDAMOCRM


4.29 4.00

4.90 4.78

3.35 3.23

2.10 2.90

4.60 3.80

4.03 1.00

2.90 4.40

3.90

4.90

4.40

19


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDORACLE CRM ON DEMAND


4.09 4.13

4.38 4.47

3.90 3.78

3.30 4.80

4.50 2.50

3.70 1.00

4.80 4.80

5.00

2.30

2.70

20


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDHIGHRISE CRM


3.69 4.48

4.59 4.69

3.00 4.28

1.20 4.70

4.80 2.80

2.60 4.30

4.70 4.60

1.40

3.20

1.10

21


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDNIMBLE

QUADRANT PLACEMENT: CONTENDERS

3.87 4.28

4.30 4.44

3.55 4.12

2.40 3.80

4.70 4.60

3.33 4.90

3.80 3.80

1.20

4.10

4.20

22


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDBASE CRM


3.76 4.36

4.04 4.21

3.30 4.52

2.10 4.60

4.50 3.90

3.65 4.60

4.60 4.70

4.60

2.60

2.80

23


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDHATCHBUCK


3.79 4.33

4.46 4.42

3.00 4.23

1.70 4.20

4.30 4.50

3.23 4.30

4.20 4.10

3.10

2.60

3.00

24


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDVELOCIFY


3.83 4.28

4.08 4.08

3.20 4.48

2.80 4.80

3.60 4.70

3.98 3.20

4.80 4.70

4.60

2.90

3.60

25


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDACT-ON


3.87 4.24

4.20 4.14

3.70 4.35

2.80 4.50

4.60 3.50

3.38 5.00

4.50 4.30

4.70

3.30

1.00

26


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDGOLD-VISION CRM


4.06 4.00

4.65 4.75

3.65 3.25

3.90 3.80

3.40 1.50

3.28 3.20

3.80 3.60

3.30

2.80

3.20

27


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDPIPELINEDEALS


3.85 4.19

4.47 4.42

2.80 3.97

1.70 4.10

3.90 4.40

3.68 3.20

4.10 4.00

3.50

3.30

3.80

28


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDCOSENTIAL


3.85 4.18

4.44 4.53

2.70 3.83

3.30 4.50

2.10 1.80

3.80 3.20

4.50 4.50

3.60

3.30

3.80

29


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDCLOSE.IO


3.73 4.21

4.62 4.69

2.55 3.73

1.70 4.40

3.40 4.40

3.15 1.00

4.40 4.10

2.80

4.30

1.10

30


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

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FRONTRUNNERS SCORECARDSALESNOW


3.61 4.21

4.51 4.57

1.65 3.85

1.70 4.40

1.60 2.30

3.75 3.20

4.40 4.40

1.40

4.50

4.70

31


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDTEAMGATE


3.69 4.11

4.78 4.76

2.25 3.47

1.20 3.90

3.30 4.20

2.95 1.00

3.90 3.90

2.30

2.80

2.80

32


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDCOMMENCE


3.61 4.09

4.75 4.76

2.25 3.42

3.30 3.40

1.20 2.80

2.68 4.30

3.40 3.30

2.00

2.20

3.10

33


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDADDRESSTWO


3.61 3.96

4.73 4.86

2.75 3.05

4.30 3.20

1.20 3.10

2.23 3.20

3.20 2.80

1.30

3.30

1.10

34


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

J A N U A R Y 2 0 1 7

FRONTRUNNERS SCORECARDINSTREAM


3.60 3.92

4.92 4.92

1.75 2.92

1.20 3.10

2.30 2.70

2.83 3.20

3.10 2.70

2.30

2.30

3.60

35J A N U A R Y 2 0 1 7

Providers listed as Runners Up were eligible for inclusion in the FrontRunners quadrant,

including having 10+ product reviews, but their value or capability axis score was not high enough for positioning on the FrontRunners quadrant.

RUNNERS UP

1CRM

Accelo

ActiveCampaign

Apptivo

BigContacts

Bitochon CRM

Blitz

CallProof

Claritysoft

Contactually

Daylite

DYL

eWay-CRM

Freshsales

Gopher Leads

GreenRope

icomplete CRM

KarmaCRM

KiteDesk

Lead Capsule

LeadByte

LeadSquared

Less Annoying CRM

Marketing 360

Mothernode CRM

Net- Results

Nutshell CRM

OnePageCRM

ONTRAPORT

PayPanther

Pepperi

Pipeliner CRM

PlanPlus Online

Prophet CRM

ProsperWorks CRM

RAYNET CRM

ReachEdge

Really Simple Systems

Reply

Repsly

36J A N U A R Y 2 0 1 7

RUNNERS UP

Repsly

Salesboom Cloud CRM

Salesbox

Salesfusion

Salesnet CRM

SendPulse

Snapforce CRM

TrackerRMS CRM

VanillaSoft Pro

vCita LiveSite

w3bCRM

Workbooks

WORKetcSAP CRM

Sellsy

SendGrid

SendinBlue Email

SharpSpring

SimplyCast

Solve CRM

SugarCRM

WorkflowMax

Xactly Incent Express

Yesware

37J A N U A R Y 2 0 1 7

The FrontRunners methodology assesses and calculates a score for products on two primary

dimensions: Capability on the x-axis and Value on the y-axis.

THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on the product’s functionality.

» End-user ratings of one to five stars on the product’s ease of use.

» End-user ratings of one to five stars on the product’s customer support.

» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.

» A score, relative to other products in the market, representing the number of other products that integrate with it.

METHODOLOGY BASICS

http://www.softwareadvice.com/frontrunners-methodology/

M E T H O D O L O G Y B A S I C S

38J A N U A R Y 2 0 1 7

THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:

» End-user ratings of one to five stars on overall satisfaction with the product.

» End-user ratings of one to five stars on how valuable users consider the product to be relative to its price.

» End-user ratings of one to five stars on how likely they are to recommend the product to others.

» A score, relative to other products in the market, for the size of the product’s customer base.

» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).

» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.

» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.

M E T H O D O L O G Y B A S I C S

39J A N U A R Y 2 0 1 7

Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in FrontRunners for a software category, a product must have at least 10 unique user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com.

http://softwareadvice.com

http://capterra.com

http://getapp.com

¨

CUSTOMER RELATIONSHIP MANAGEMENT …€¦ · FRONTRUNNERS 10Pipedrive 11 HubSpot CRM 12Salesforce 13 Zoho CRM 14 Vtiger CRM 15 Bpm’online CRM 16Capsule 17Bitrix24 18amoCRM 19 Oracle

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