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Pipedrive Emerges as a Mid-Market CRM Leader in SoftwareReview’s CRM Quadrant

Customer relationship management (CRM) platforms are the keystone tool for most companies when it comes to creating a unified view of their customers and providing functional capabilities for marketing, sales, and customer service. Historically, the CRM landscape was dominated by a handful of large players such as Salesforce, Microsoft, and Oracle. There was a sense of disenfranchisement by many of our small (and even mid-market) clients: purchasing a “proper” CRM package was seen as an expensive and involved undertaking.

This sense of disenfranchisement led to the rise of many new vendor entrants, such as Pipedrive, catering to the needs of small and mid-market organizations. Simultaneously, some of the larger players in the market have sought to introduce cost-effective entry solutions (Salesforce Essentials being a perfect example).

Pipedrive has seen an explosion of growth over the last five years and recently topped our CRM Category Report in key areas such as emotional footprint and net promoter score (“likeliness to recommend”). Our members frequently highlight the solution’s price point, ease of configuration and usage, and sales-oriented capabilities as compelling differentiators.

Source: SoftwareReviews, Accessed June 5, 2019

While Pipedrive should be on the shortlist of smaller, sales-focused firms, it’s not a strong fit for everyone. Larger organizations that have complex marketing and customer service needs will find that Pipedrive is hard-pressed to compete on these dimensions against more established CRM vendors. Likewise, not-for-profits and governments will find there are better-fit solutions that place more emphasis on their verticals for CRM.

Our Take

  • CRM platforms are essential to managing customer data and providing marketing, sales and service capabilities.
  • Full-scale CRM suites can be an expensive proposition, particularly for smaller organizations.
  • Pipedrive has seen an explosion of growth in the market for sales-oriented, SMB-friendly CRM packages and recently topped SoftwareReviews’ category report for CRM in a number of key areas such as NPS.

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