Emotional Footprint Awards 2021

Customer Relationship Management


SoftwareReviews names SugarCRM, Pipedrive, Oracle CX Sales, and Zoho CRM as Customer Relationship Management Emotional Footprint Award Winners.


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Customer Relationship Management

Emotional Footprint Awards

SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

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See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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Measuring Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Emotional Footprint Leaders


Sugar CRM

SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solution, helping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle. SugarCRM delivers a fully transformed, personalized user experience that is immersive, engaging and intuitive. Sugar fuses the straightforward simplicity, mobility and social aspects of a consumer app with the business process optimization of conventional CRM.

8.6

CX Score

CX
Score

+89

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

1% Negative 90% Positive
Badge Winner
72Reviews

Pipedrive

Pipedrive

Founded in 2010, Pipedrive is the first CRM platform developed from the salesperson’s point of view. Inspired by proven methods of experienced sales people, Pipedrive engineers developed a platform that helps salespeople and teams focus on learning and repeating their most effective process to close deals. By bringing together the tools and data, the platform focuses sales professionals on fundamentals to advance deals through their pipelines. Pipedrive's goal is to make sales success inevitable - for individual sales people and teams.

8.6

CX Score

CX
Score

+89

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

3% Negative 91% Positive
Badge Winner
109Reviews

Oracle

Oracle CX Sales

Accelerate growth with the power of data, AI, and machine learning to bring together all aspects of the customer experience. Oracle Engagement Cloud provides a comprehensive set of capabilities to help sales leaders transition smoothly from sales planning and execution through customer onboarding, account management, and support services.

8.3

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

4% Negative 88% Positive
Badge Winner
112Reviews

Zoho

Zoho CRM

Zoho CRM gives you a 360-degree view of your complete sales cycle and pipeline. Identify trends, spot opportunities, increase efficiency, and reduce costs with the right answers, right now.

8.3

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

4% Negative 87% Positive
Badge Winner
53Reviews

Other Evaluated Vendors


Microsoft

Microsoft Dynamics 365 Sales (CRM)

Dynamics 365 Sales is an adaptive selling solution that helps your sales team navigate the realities of modern selling. At the center of the solution is an adaptive, intelligent system—prebuilt and ready to go—that actively monitors myriad signals and distills them into actionable insights.

8.0

CX Score

CX
Score

+78

Net Emotional Footprint

Net Emotional
Footprint

82

Value Index

VALUE INDEX

6% Negative 84% Positive
228Reviews

Sage Group

Sage CRM

Sage CRM provides sales teams with powerful tools and quick access to the information they need to manage and progress leads and opportunities. It is helping thousands of small and medium sized businesses across the globe automate their sales process. And Sage CRM gives you and your sales team detailed account and pipeline information so you can close deals faster.

8.0

CX Score

CX
Score

+80

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

6% Negative 85% Positive
47Reviews

Zendesk

Zendesk Sell

Zendesk Sell (formerly Base) is sales force automation software to enhance productivity, processes, and pipeline visibility for sales teams. Legacy sales management tools are often clunky and difficult to use, but Zendesk Sell is simple and designed to keep reps selling. Sell eliminates the friction from deal updates so reps and management are always able to access, analyze, and collaborate on relevant deal data.

8.0

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

2% Negative 84% Positive
36Reviews

HubSpot

HubSpot Sales Hub

The Free CRM With Something for Everyone. Think CRM software is just about contact management? Think again. HubSpot CRM has free tools for everyone on your team, and it’s 100% free — forever. Here’s how the free HubSpot CRM makes your job easier ...

8.0

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

3% Negative 84% Positive
43Reviews

Freshworks

Freshworks CRM

With a highly intuitive UI and a powerful feature set including AI-based lead scoring, visual deal pipeline, and intelligent workflow automations, Freshworks CRM gives businesses everything they need to manage their sales in a hassle-free package. Freshworks CRM is trusted by over 15,000 businesses from 80+ countries. Some companies that use Freshworks CRM include Dyson, Best Western Hotels & Resorts, Purdue University, and WallyPark.

7.9

CX Score

CX
Score

+82

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

2% Negative 84% Positive
38Reviews

Insightly , Inc.

Insightly

We designed Insightly as a simple to use yet powerful CRM system for small business. With integrations to Google Apps, Office 365, MailChimp, and major social media sites; great mobile apps for tablets and smart phones; and easy access to a REST API for custom integration, Insightly is the leading small business CRM.

7.5

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

7% Negative 84% Positive
37Reviews

Salesforce.Com Inc

Salesforce Sales Cloud

The all-new Sales Cloud CRM software allows you to be more efficient, more productive, more everything than ever before as it allows you to close more deals, accelerate productivity, get more leads and make more insightful decisions.

7.4

CX Score

CX
Score

+68

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

8% Negative 76% Positive
520Reviews

Copper

Copper

Copper (formerly ProsperWorks) is the No.1 recommended crm for G Suite. Founded in 2013, Copper is backed by venture funds from Google Ventures, Norwest Venture Partners, NextWorld Capital, True Ventures, and Industry Ventures.

7.4

CX Score

CX
Score

+74

Net Emotional Footprint

Net Emotional
Footprint

73

Value Index

VALUE INDEX

6% Negative 81% Positive
32Reviews

SAP

SAP CRM

Provide marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Our customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

7.3

CX Score

CX
Score

+67

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

9% Negative 76% Positive
92Reviews

Infor

Infor CRM

Your customer relationships are the driving force of your business. By offering a complete view of every customer touch point across your sales, marketing, customer service, and support teams, Infor CRM enables you to maximize the impact of every interaction—across the entire customer lifecycle—whether in the office or out in the field.

6.6

CX Score

CX
Score

+57

Net Emotional Footprint

Net Emotional
Footprint

74

Value Index

VALUE INDEX

10% Negative 68% Positive
40Reviews

For the full list of vendors in this space, click here.

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