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Customer Relationship Management
Customer Relationship Management (CRM) consists of applications designed to automate and manage the customer life cycle. CRM software optimizes customer data management, lead tracking, communication logging, and marketing campaigns.
The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.
These include:
- User Satisfaction Rankings
- Business Value Scores
- Vendor Capability Comparisons
- Product Feature Evaluations
The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.
These include:
- Strategy and Innovation
- Service Experience
- Conflict Resolution
- Product Impact
- Negotiation and Contract
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Latest Award: January 2021
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Latest Research
A great relationship with your software provider delivers both value and immediate results. These key tips will help you make the best of your partnership.
Customer Relationship Management Products
Data QuadrantReport
A thorough evaluation and ranking of all software to compare software across every dimension.
Emotional FootprintReport
A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.
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.
8.4
Composite Score
8.5
CX Score
+87
Emotional Footprint
85%
Likeliness to Recommend
111
Reviews
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
Composite Score
8.7
CX Score
+87
Emotional Footprint
83%
Likeliness to Recommend
64
Reviews
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.
8.2
Composite Score
8.3
CX Score
+82
Emotional Footprint
82%
Likeliness to Recommend
51
Reviews
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.
8.1
Composite Score
8.3
CX Score
+84
Emotional Footprint
81%
Likeliness to Recommend
112
Reviews
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.
8.1
Composite Score
8.7
CX Score
+89
Emotional Footprint
83%
Likeliness to Recommend
73
Reviews
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 ...
7.9
Composite Score
8.0
CX Score
+81
Emotional Footprint
81%
Likeliness to Recommend
44
Reviews
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.
7.8
Composite Score
8.0
CX Score
+78
Emotional Footprint
80%
Likeliness to Recommend
228
Reviews
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.
7.7
Composite Score
7.9
CX Score
+82
Emotional Footprint
77%
Likeliness to Recommend
38
Reviews
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.
7.6
Composite Score
7.5
CX Score
+68
Emotional Footprint
79%
Likeliness to Recommend
521
Reviews
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.
7.6
Composite Score
7.5
CX Score
+76
Emotional Footprint
77%
Likeliness to Recommend
37
Reviews
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.
7.6
Composite Score
8.0
CX Score
+81
Emotional Footprint
67%
Likeliness to Recommend
36
Reviews
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.
7.1
Composite Score
7.4
CX Score
+74
Emotional Footprint
66%
Likeliness to Recommend
32
Reviews
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.
7.0
Composite Score
7.3
CX Score
+67
Emotional Footprint
72%
Likeliness to Recommend
92
Reviews
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.
6.8
Composite Score
6.6
CX Score
+57
Emotional Footprint
68%
Likeliness to Recommend
40
Reviews
SharpSpring Inc
SharpSpring
SharpSpring tracks customers even before you know their name. We connect the dots and give you where they've been. You can then build powerful automation rules to send them dynamic content or targeted emails based on their interests.
9.7
Composite Score
10.0
CX Score
+100
Emotional Footprint
89%
Likeliness to Recommend
6
Reviews
vtiger
vtiger CRM
Grow sales, improve marketing ROI, and deliver great customer service with the all-in-one CRM that grows with your business.
9.3
Composite Score
9.6
CX Score
+97
Emotional Footprint
85%
Likeliness to Recommend
11
Reviews
Brand Tango Technology Inc.
Tango CRM
The Tango CRM goal is to assist companies with streamlining overcomplicated tasks, automating manual processes, increasing productivity, providing detailed reporting, standardizing interfaces, and increasing profit. The Tango CRM is a collection of lead, campaign, sales, vendor, relationship, and content-management modules.
9.2
Composite Score
9.3
CX Score
+93
Emotional Footprint
91%
Likeliness to Recommend
6
Reviews
Pipeliner
Pipeliner CRM
Pipeliner CRM drives exceptional user engagement through its sales-friendly interface. With its uniform navigation and visual approach, users can learn the system quickly which drives high adoption rates and faster ROI. Plus users can easily customize what they see to make the system their own.
9.2
Composite Score
9.2
CX Score
+95
Emotional Footprint
98%
Likeliness to Recommend
29
Reviews
NetSuite
NetSuite CRM
NetSuite Customer Relationship Management (CRM) software is the only cloud solution that delivers a real-time 360-degree view of your customer. NetSuite CRM provides a seamless flow of information across the entire customer lifecycle from lead through to opportunity, sales order, fulfillment, renewal, upsell, cross-sell, and support. In addition to traditional CRM capabilities like SFA, customer support and marketing automation, NetSuite CRM delivers quotes, order management, commissions, sales forecasting and integrated Ecommerce capabilities.
8.7
Composite Score
9.0
CX Score
+93
Emotional Footprint
88%
Likeliness to Recommend
26
Reviews
Pegasystems
Pega Customer Decision Hub
Businesses that invested in first-generation customer relationship management software have undoubtedly seen benefits, for example in customer data aggregation and performance reporting. But with time in service, the substantial shortcomings of legacy customer relationship management software have become clear. Pegasystems, the acknowledged leader in business process management and CRM solutions, now offers a next-generation CRM platform that transcends legacy CRM to deliver customer relationship management that's intelligent, differentiated, and agile.
8.6
Composite Score
8.8
CX Score
+88
Emotional Footprint
85%
Likeliness to Recommend
13
Reviews
Claritysoft
Claritysoft CRM
With Claritysoft Customer Relationship Management (CRM), you get all the CRM tools you need to get organized, automate sales, improve marketing and drive growth. Claritysoft CRM is easy, intuitive and cost effective, so we're great CRM for small business. We also deliver the horsepower to meet the needs of our large customers.
8.0
Composite Score
9.1
CX Score
+94
Emotional Footprint
76%
Likeliness to Recommend
5
Reviews
WorkWise LLC
OnContact CRM
From sales and customer service to marketing automation, marketing management and mobile, OnContact CRM delivers a complete solution with unparalleled power and functionality. Our interface is intuitive and adapts to you with incredible flexibility. That means you can focus more time on growing your business, and less time learning our software.
7.9
Composite Score
7.4
CX Score
+69
Emotional Footprint
81%
Likeliness to Recommend
15
Reviews
Maximizer CRM
Maximizer CRM
How well do you know your customers? Imagine having a single place to track and share everything you know about each one; from their history and interests, to all your communications, documents and more. Maximizer CRM gives you the tools to drive satisfaction, loyalty and customer champions.
7.9
Composite Score
8.0
CX Score
+81
Emotional Footprint
72%
Likeliness to Recommend
31
Reviews
Oracle E-Business Suite
Oracle E-Business Suite
Oracle E-Business Suite is the a comprehensive suite of integrated, global business applications that enable organizations to make better decisions, reduce costs, and increase performance.
7.9
Composite Score
8.5
CX Score
+89
Emotional Footprint
71%
Likeliness to Recommend
14
Reviews
Oracle JD Edwards EnterpriseOne
Oracle JD Edwards EnterpriseOne Customer Relationship Management
Oracle's JD Edwards EnterpriseOne CRM is a feature-rich solution that is embedded with other mission-critical processes, such as consensus-based forecasting, real-time order promising, case and service management, and lead and opportunity management.
7.8
Composite Score
8.1
CX Score
+82
Emotional Footprint
77%
Likeliness to Recommend
17
Reviews
All Research
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Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
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After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
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While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
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SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
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Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
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Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
Latest Research
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
Latest Research
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Latest Research
Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.
Latest Research
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Latest Research
ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.
Latest Research
Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.
Latest Research
Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.
Latest Research
Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.
Latest Research
Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.
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ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.
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Salesforce continues to defy the odds by bringing home another massive quarter. The innovation ship continues full steam ahead this quarter, with another bevy of new products, new customers, and a laser focus on the customer via Customer 360.
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Effective marketing automation is an integral part of building a strong sales pipeline. To bolster its capabilities for robust marketing automation, popular mid-market vendor SugarCRM recently announced it would be acquiring Salesfusion.
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Oracle has faced an upswing of strong competition in the CRM and customer experience marketspaces: despite this, the Oracle CX Cloud portfolio delivers compelling value, particularly for larger organizations that have investments elsewhere in the Oracle Cloud stack.
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Blockchain has been a much-touted innovation for improving the creation of trusted partner networks. Salesforce recently jumped on the blockchain hype train at its developer summit with the announcement of Salesforce Blockchain – but will the solution take flight?
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Pipedrive is a rapidly growing vendor in the CRM space; it’s particularly well-suited to small-to-mid sized organizations looking for high-velocity sales enablement. Pipedrive was recently recognized as a leader in the CRM space by SoftwareReviews.
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A Salesforce outage on May 17, 2019 left many of the popular CRM vendor’s customers in a lurch. The incident highlights that even reliable, big-name vendors like Salesforce are not immune from outages, and contingency plans are essential.
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With over 15 billion installs of Java, it is highly likely that your organization has at least one, if not several, applications dependent on Java updates for bug fixes and security patches.
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SugarCRM, a popular contender in mid-market customer relationship management, recently announced it will be acquiring Singapore-based email and calendar integrations product Collabspot. This is a savvy direction for SugarCRM, allowing its solutions to better integrate with email providers such as Microsoft and Google.
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