Powered by Methodology CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE AUGUST 2018
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C O N T E N T S
Introduction
Defining CRM Software
FrontRunners (Small Vendors)
FrontRunners (Enterprise Vendors)
Runners Up
Methodology Basics
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This FrontRunners analysis is a data-driven assessment
identifying products in the Customer Relationship Management (CRM) software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for Usability (x-axis) and User Recommended (y-axis). FrontRunners then plots 10-15 products each on a Small Vendor and an Enterprise Vendor graphic, based on vendor business size, per category.
In the CRM FrontRunners infographic, the Enterprise Vendor
graphic had a minimum qualifying score of 3.90 for Usability and 4.05 for User Recommended, while the Small Vendor graphic had a minimum qualifying score of 4.29 for Usability and 4.33 for User Recommended.
To be considered for the CRM FrontRunners, a product needed a minimum of 20 user reviews published within 18 months of the evaluation period. Products needed a minimum user rating score of 3.0 for both Usability and User Recommended in both the Small and Enterprise graphics.
I N T R O D U C T I O N
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INTRODUCTION
The minimum score cutoff to be included in the FrontRunners graphic varies by category, depending on the range of scores in each category. No product with a score less than 3.0 in either dimension is included in any FrontRunners graphic. For products included, the Usability and User Recommended scores determine their positions on the FrontRunners graphic.
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Customer Relationship Management (CRM) software
helps organizations manage information (e.g, 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. It automates
common processes and provides tools for monitoring performance and productivity.
Software Advice’s FrontRunners quadrant is focused on the North American CRM market. We identify this set of core capabilities for the CRM software category: contact management, interaction tracking and lead management, as well as at least two of the following: email campaigns, workflow automation, forecasting/reporting, call center management and/or lead scoring.
D E F I N I N G C R M S O F T WA R E
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For each individual rating in both the Usability and User Recommended criteria, the methodology
weighs recent reviews more heavily.
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3.8
USABILITY
Salesmate
TeamgateClose.io
Less Annoying CRM
Voiptime Cloud
PipelineDealsVanillaSoft
Yetiforce
Platformax
Claritysoft CRMDaylite
SalesSeekGold-Vision CRM
JobNimbus
F R O N T R U N N E R S ( S M A L L V E N D O R S )
FRONTRUNNERS® FOR CRM, AUGUST 2018
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F R O N T R U N N E R S S C O R E S
( S M A L L V E N D O R S )
TOTAL SCORE
USABILITY SCORE
USER RECOMMENDED
SCORE
1 Salesmate 9.65 4.71 4.94
2 Teamgate 9.50 4.85 4.65
3 Close.io 9.46 4.79 4.67
4 Less Annoying CRM 9.42 4.64 4.79
5 Voiptime Cloud 9.38 4.65 4.73
6 PipelineDeals 9.20 4.56 4.64
7 VanillaSoft 9.15 4.50 4.65
8 Yetiforce 9.15 4.58 4.56
9 Platformax 9.04 4.29 4.75
10 Claritysoft CRM 9.02 4.49 4.53
11 Daylite 8.94 4.47 4.48
12 SalesSeek 8.88 4.44 4.44
13 Gold-Vision CRM 8.82 4.36 4.46
14 JobNimbus 8.64 4.30 4.34
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For each individual rating in both the Usability and User Recommended criteria, the methodology
weighs recent reviews more heavily.
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5.13.8
5.1
3.8
USABILITY
Velocify
TeamGram
Highrise
SpiroPipedrive
FreshsalesAgile CRM
HubSpot CRM
Vtiger CRM
CopperBase
ActiveCampaign
Odoo
Zoho CRM
Apptivo CRM
F R O N T R U N N E R S ( E N T E R P R I S E V E N D O R S )
FRONTRUNNERS® FOR CRM, AUGUST 2018
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F R O N T R U N N E R S S C O R E S
( E N T E R P R I S E V E N D O R S )
TOTAL SCORE
USABILITY SCORE
USER RECOMMENDED
SCORE
1 TeamGram 9.30 4.55 4.75
2 Basecamp 8.95 4.42 4.53
3 Spiro 8.87 4.42 4.46
4 Velocify 8.83 4.41 4.42
5 Pipedrive 8.83 4.41 4.42
6 Freshworks 8.75 4.38 4.37
7 Agile CRM 8.72 4.33 4.40
8 HubSpot 8.70 4.35 4.35
9 Vtiger 8.62 4.23 4.39
10 Copper 8.60 4.32 4.28
11 Base 8.55 4.32 4.23
12 ActiveCampaign 8.34 4.10 4.23
13 Odoo 8.31 4.05 4.25
14 Zoho 8.17 4.07 4.10
15 Apptivo 8.15 3.91 4.24
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R U N N E R S U P
19th Mile
1CRM
360 Enterprise Suite
ABM Loyalty
Act! 365
Act! Premium
Act! Pro
ActiveConversion
AcuityCRM
AddressTwo
AdRoll
Allbound
AllClients
AllProWebTools
amoCRM
Amphis Customer
Amtech-CRM
Answerbase
Anthill
APTEAN CRM SOLUTIONS
AtemisCloud CRM
Auric Prospector
Automational - CRM
Azurepath
Batchbook
BigContacts
billage
Bitrix24
Blitz
BlueCamroo
Bluwave CRM
Bold360
Boolment CRM
Boulevard
Bouncezap
Boxxstep BRM
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bpm’online
Bullhorn CRM
BuzzFlow CRM
CallidusCloud
CallPro CRM
CallProof
CampaignerCRM
CASA
CentralStationCRM
Chat Outsource
Clarity Software
ClientSpace
Cloutos
combit
Commence CRM
CompanyHub
Configio
Cool Life CRM
Crm on clouds
Crowdskout
CSDP Service Relationship Management
CustomAnswers
CustomerWise
CVenture
CX Cloud Suite
Deskera CRM
Dixa
Dolibarr
DYL
EBSuite
Engage
EspoCRM
eTrigue DemandCenter
Exsalerate CRM
Falcon.io
FLG
Flowlu
FocalScope
ForceManager
FreeAgent CRM
FreeCRM
Front
Funnelmaker
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GCors CRM
Get Satisfaction
GleanView
GreenRope
Gro CRM
GrowinCloud
Growlabs
Hatchbuck
HaystackCRM
HelloLeads
Helpshift
Heymarket
Honcho CRM
iAdvize
ICE
iGlobe CRM for Office 365
InfoFlo
Infor CRM
Infusionsoft
Inside Sales Box
Insightly
InStream
Interakt
INTOUCH
Intouch Insight
ipercepts
Item8
Iterable
IVINEX
Jive
Jumplead
Junxure
Kapture CRM
karmaCRM
LeadLander
LeadMaster
LeadSquared
LIID for Salesforce
LionDesk
Listrak
Lithium
LiveEngage
Livespace
Lucep
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Lumio
MagHub
ManageEngine SupportCenter Plus
Map My Customers
Marketo
Maximizer CRM
Medallia
Method CRM
Mia
Microcat CRM
Microsoft Dynamics 365
Microsoft Dynamics NAV
MoneyMovers
Monkey CRM
Mortgage Quest
Mothernode CRM
Movegistics CRM
MyBusiness
MyCRMDashboard
Net-Results
NetSuite
NGChat
Nickelled
Nimble
Nutshell
OASIS
Okout CRM
Oleeo CRM
OnContact CRM
OnePageCRM
OnSite CRM
ONTRAPORT
ONYX CRM
OpenCRM
OptifiNow
Oracle CRM On Demand
Oracle Sales Cloud
Orange CRM
Orax SDI
OroCRM
OutboundEngine
Outfield
Oxygen CRM
Pardot
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PayPanther
Pega CRM
PeopleSoft CRM
PeopleVine
Pepperi
Pipeliner CRM
Planner Dale
PlanPlus Online
PlayMaker CRM
PMAM CRM
Profitx
Project-SalesAchiever
Propeller CRM
Propertybase
Prophet CRM
PropSpace
QuickDesk
Quiddity
Really Simple Systems CRM
RealTimeCRM
RedHorse CRM
Referral Maker CRM
RELAY
Resco Mobile CRM
Respacio
Results CRM
Revamp CRM
Ring.io
Rollio
RunMags
Sage CRM
Sales CRM Plus
SalesBabu CRM
SalesBoom
Salesbox
SalesboxAI
SalesExec
Salesflare
Salesforce
Salesforce Essentials
Salesforce.org
SalesforceIQ
Salesmanna
Salesnet
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SalesNOW
SalesOutlook CRM
Salestools.io
SalezShark
Salpo CRM
SAP Beyond CRM
SAP Customer Experience
SAP Hybrid Sales Cloud
SAS Customer Intelligence
Scoro
Sellf CRM
Sellsy
Service Cloud
Service007 CRM
Shape
Siebel CRM
Silverpop
Simpleview CRM
SimplyCast
Skynamo
Skyward CRM
SmartFunnel
SmartOffice
Snapforce
Soffront CRM
Software On Sailboats
Solve CRM
Sortd for Sales
Sprinklr
Streak
Subivi
SugarCRM
Sugester
SuiteCRM
SuperOffice CRM
Supportbench
Surefyre
Survaider
SutiCRM
SWELLEnterprise
Tagove
Talisma CRM
Target First
Teamleader
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Telenotes CRM
The Fish Tank
Thryv
TidyHQ
todo.vu
Toonimo
Totally Mobile Office CRM
TOTUS
TRACK
Truechat
Tubular
UPilot
UserEngage
UXPRESSIA
Veeva CRM
VenueLytics
Vertafore
Viabl
VINCLE
Vymo
W3B CRM
WakeUpSales
webCRM
WebsiteAlive
Weclapp Cloud CRM
WizSame
Workbooks CRM
WORKetc
XRM Webkit
Zaius
ZeyOS
zigihub CRM
Zurmo
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The FrontRunners methodology assesses and calculates a
score for products on two primary dimensions: Usability on the x-axis and User Recommended on the y-axis.
The Usability score is a weighted average of user ratings including:
• 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 functionality.
The User Recommended score is an overall weighted average of scores including:
• 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.
There are up to two FrontRunners graphics for each market, one Small Vendors and one Enterprise Vendors graphic. The Small Vendors graphic highlights qualifiers from smaller (by employee size) vendors, while the Enterprise Vendors graphic displays qualifiers for larger (by employee size) vendors.
M E T H O D O L O GY B A S I C S
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METHODOLOGY BASICS
Markets are defined by a core set of functionality, and to be eligible for FrontRunners, products must offer that core set of functionality. Core functionality required is determined by our research analysts, who provide coverage for and have familiarity with products in that market. Additionally, a product must have at least 20 unique user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com —that have been published within 18 months of the start of the analysis period.
Inclusion in the Small Vendor or Enterprise Vendor FrontRunners graphics is based on the vendor’s employee count. Vendors eligible for the Enterprise Vendor graphic must have more than the median employee count for all vendors in the market, or 100 employees—whichever is greater. Vendors whose employee counts do not meet either of those thresholds qualify for the Small Vendor graphic.
1 In the event fewer than 10 products qualify for either a Small Vendors or Enterprise Vendors FrontRunners graphic, the vendors that do qualify will be combined into a single graphic.