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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.

Data Quadrant report cover

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
Emotional Footprint report cover

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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Next Award: July 2021

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Customer Relationship Management Data Quadrant Awards

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Latest Award: January 2021

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See the most recent winners of our SoftwareReviews Emotional Footprint Awards. View our Champions and compare top vendors using our free downloadable reports.

Latest Research

2
Dec

Author: David Piazza (Info-Tech)

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

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Data QuadrantReport

A thorough evaluation and ranking of all software to compare software across every dimension.

Data Quadrant Report report

Emotional FootprintReport

A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Report report
Badge Winner
Badge Winner

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

Badge Winner
Badge Winner

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

Badge Winner
Badge Winner

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

Badge Winner

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

Badge Winner

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

Badge Winner

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

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Author: Mahmoud Ramin (Info-Tech)

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.

Latest Research

4
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Author: Brian Jackson (Info-Tech)

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.

Latest Research

27
Jan

Author: Ben Dickie (Info-Tech)

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

17
Jan

Author: Ben Dickie (Info-Tech)

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

17
Jan

Author: Ben Dickie (Info-Tech)

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

10
Jan

Author: Ben Dickie (Info-Tech)

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.

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Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

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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.

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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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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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Author: Ben Dickie (Info-Tech)

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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