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CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE

FEBRUARY 2019

2

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 4.01 for Usability and 4.11 for User Recommended, while the Small Vendor graphic had a minimum qualifying score of 4.31 for Usability and 4.31 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, automates common processes and provides tools for monitoring performance and productivity.

Software Advice’s FrontRunners 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 marketing, workflow management, 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.

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, FEBRUARY 2019

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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 Groove 9.48 4.86 4.62

2 SalesNOW 9.43 4.81 4.62

3 Teamgate 9.37 4.86 4.51

4 VanillaSoft 9.30 4.71 4.59

5 PipelineDeals 9.28 4.77 4.51

6 TeamGram 9.27 4.69 4.58

7 FreeAgent CRM 9.15 4.70 4.44

8 Less Annoying CRM 9.12 4.75 4.37

9 Flowlu 9.10 4.68 4.42

10 YetiForce 9.03 4.64 4.39

11 Spiro 8.95 4.64 4.32

12 Platformax 8.93 4.32 4.60

13 Daylite for Mac 8.90 4.48 4.42

14 Close.io 8.87 4.39 4.48

15 Solve CRM 8.85 4.49 4.36

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For each individual rating in both the Usability and User Recommended criteria, the methodology

weighs recent reviews more heavily.

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, FEBRUARY 2019

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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 Salesmate 9.60 4.81 4.78

2 HoneyBook 9.43 4.73 4.70

3 Freshsales 9.30 4.69 4.62

4 Zendesk Sell 8.85 4.43 4.41

5 ForceManager CRM 8.83 4.57 4.26

6 Pipedrive 8.80 4.47 4.33

7 HubSpot CRM 8.76 4.45 4.31

8 Vtiger 8.44 4.14 4.30

9 Zaius 8.35 4.21 4.13

10 ActiveCampaign 8.32 4.11 4.21

11 Salesforce 8.25 4.02 4.22

12 Oracle CRM On Demand 8.22 4.03 4.20

13 Microsoft Dynamics 365 8.17 4.05 4.12

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R U N N E R S U P

19th Mile

1CRM

360 Enterprise Suite

360Alumni

Aavaz

ABM Loyalty

Accelo

Accelo CRM

Accelo Prof Service

Acquisio

Act! eMarketing

Act! Premium

ActiveConversion

AcuityCRM

Acumatica Cloud ERP

ADAPTcrm

AddressTwo

AdRoll

Adsoup

Advisor

AeroLeads

AgentCubed

Agentology

Agile CRM

Agiloft

AllClients

AllProWebTools

Amdocs Customer Management

Ameyo

Amity

amoCRM

Amphis Customer

Amtech-CRM

Anaplan

Answerbase

Anthill

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Apptivo CRM

Ascente

AsisteClick

Asort CRM

Aspect Zipwire

Assyst System

Atlas CRM

ATOMIZED

Auric Prospector

Automational - CRM

AutoPitch

Avature Suite

Azurepath

AZZLY

BarCloud Assets

Batchbook

Beamery

Bella FSM

Best Client Practice Management

bexio

BigContacts

BigWave

billage

Bitrix24

BizAutomation

Bizible

Blast Ramp

Blinger

Blitz

Bloomfire

BlueCamroo

BlueFolder

BlueprintCPQ

Bluwave CRM

BNTouch

Boolment Software Suite

Boréalis Application

Boulevard by Main Street Software

Boxxstep BRM

bpm’online

Brand Wide

BrandMaker

Brandwatch

Bright Pattern Contact Center

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BUSINESS by Miles

bxp software

C2 ATOM

C2CRM

CA Service Desk Manager

Callbox Pipeline

CallidusCloud Marketing Automation

CallPro CRM

CallProof

CallTaker

CampaignerCRM

Canary AMS

CAS genesisWorld

CASA

Casengo

Caspio

CAVU

Cayzu

CentralStationCRM

CG Service Desk

ChangeGear

ChaseData Call Center

Chat Outsource

Chat.io

Chatwee Social Chat Widget

Child Care CRM

Cincom CPQ

CiviCRM

Clari

Clarity Software

Claritysoft CRM

ClearSlide

Click & Pledge

ClickDesk

ClickDimensions

ClickSquared

Clicktools

ClientSpace

Cloud Predictive Dialer by SafeSoft Solutions

Cloutos

CollaBrill

ComAround Knowledge

Comidor

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Commence

CommuniGator

CompanyHub

ConEst IntelliBid

Configio

Contivio Contact Center

Contractor’s Cloud

ConvergeHub

Conversocial

Cool Life CRM

Copper

Core Commissions

Cosential

CRM by AutoVu Solutions

Crm on clouds

CRMPRO

CrowdControlHQ

Crowdskout

CSDP Service Relationship Management

Cugic

CustomerWise

CVenture

Data2CRM.Migration

Daxko Engage

Deltek Professional Services

Deskera CRM

Deskera ERP

DeskPRO

Desktop Sales Manager

Digimind Social

Dimelo Digital platform

Dixa

Dolibarr ERP & CRM

DonorPro

DotAlign for Outlook

DYL Lead Manager

EBSuite

Ecount ERP

Ecquire

edrone

Efficy CRM

elevio

Engage

Engage121 Enterprise

Engagor

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EnquireLEADS

Enrollment Rx

EPESI

Erpisto

eServiceIntelligenceCRM

EspoCRM

Evergage

Exsalerate CRM

ExxpertApps

Falcon.io

Faveo Helpdesk

FieldAware

FieldForce

FieldLocate

FieldOne

FieldService360

FileMaker Pro App for CRM

FirePoint

FIT | IssueTrack

Fitness N U

Fitnet Manager

Flexie CRM

FlexNet Manager Suite

FLG 360

FocalScope

Form.com (Suite)

FreshOffice

FunnelCRM

FunnelMaker

Gazelle

GCors CRM

Genesys PureCloud

Get Satisfaction

GetSocial

GigaTrak Asset Tracking System

Gigya

GleanView

GlobiMail for Podio

Gmelius

Gold-Vision CRM

GreenRope

Gro CRM

Grow in Cloud

Growlabs

Hatchbuck

HaystackCRM

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Heap CRM

Hearsay Social

HelloLeadz

Helpjuice

Helprace

Helpshift

HelpSpot

HESK

Highrise

Holded

Honeybee

Horizon HQ

HP Service Manager

Hybrid.Chat

IBM SmartCloud Control Desk

ICE

IFS Field Service Management

iGlobe CRM for Office 365

IloveLeasing

iMaxCRM

Impact 360 Quality Monitoring

IncidentMonitor

iNexus

Infor CRM

Infor Service Management

Infusionsoft by Keap

Inside Sales Box

InsideView

Insightly

InStream

IntelliPad CRM

Interakt

InterWeave eMail Gateway

InterWeave Smart Payment Gateway

InTouch CRM

Intouch Insight

ipercepts iCRM

IT Incident Software

Item8

Iterable

Ivinex CRM

IXACT Contact

JDisc Discovery

JitBit Help Desk

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JobNimbus

Jumplead

Junxure Cloud

Kapost

Kapture CRM

karmaCRM

Kaseya BMS

Keep In Touch

Kenshoo Social

Kilterly

KMS Lighthouse

Kunversion+

kvCORE

LANDESK Service Desk

Lasso CRM

Law Ruler Software

Lead Liaison

LeadLander

LeadMaster

LeadPro CRM

Leads 365

LeadSquared

LeadTrac

LEADTRACK Software

Lime Light CRM

LinkPoint Connect

LionDesk

Listrak

Lithium Social Media Management

LiveEngage

Livespace

LogicBox CRM

Lucep

Lumio

M2Advisor

MagHub

MailClark

MakesBridge Marketing Automation

ManageEngine SupportCenter Plus

Map My Customers

MavSocial

MaxCustomer

Maximizer CRM

MDidentity

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Medallia

Membrain

Metaal CRM

Mi9 Retail Suite

Mia

Money Advice + CRM

Morph.ai

Mortgage Quest

Mothernode CRM

MoxiWorks

MyBusiness

myphoner

NABD System

Nagios Network Analyzer

Nagios XI

nanoRep

NAVIS Suite

Nerdio

Net-Results

NetHelpDesk

NewVoiceMedia

NGChat

NHANCENOW

NiceJob

Nickelled

Nimble

NutriAdmin

Nutshell

Nuvi

OASIS by IntelliTek

odoo CRM

OfficeClip Contact Management

Okout CRM

Oktopost

OMNITRACKER

OnContact CRM 7

One Tap Check-In

OnePageCRM

OneSource

OnSite CRM

ONTRAPORT

OpenCRM

OptifiNow Sales Process Automation

Optimo VENUE & SPACE

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MANAGEMENT

Oracle Contact Center Anywhere

Oracle CX

Oracle E-Business Suite

Oracle Marketing Cloud

Oracle NetSuite

Oracle PeopleSoft Enterprise HelpDesk

Oracle Sales Cloud

Oracle Siebel CRM

OrangeCRM

Orax SDI

OroCRM

OutboundEngine

Outbrain Amplify

Outseta

Parature

PayPanther

Pega CRM

PeopleSoft CRM

PeopleVine

Pepperi Mobile CRM

PipeCycle

Pipeliner CRM

Pivotal CRM

Planner Dale

PlanPlus Online

PlayMaker CRM

PMAM CRM

Pobuca

Prezly

Priority Software

Profitx

Project-SalesAchiever

Prolifiq

PROMYS

Propeller CRM

Prophet CRM

ProProfs Chat

ProProfs Knowledge Base

PropSpace

ProspectSoft CRM Software

Provide Support

Qgiv

Qualifio

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Qualityze Suite

QuestBack Enterprise Feedback Suite

QuickDesk

Quiddity

Qvidian

Radius

RallyBound

Rannko

ReachEdge

Really Simple Systems

RealSavvy

RealTimeCRM

RealtyJuggler

Realvolve

RealZips Territory Management

Reamaze

RedHorse CRM

RedTail CRM

Referral Maker CRM

RELAY

Relenta

Respacio

Results CRM

Revamp CRM

REVE Chat

Ricochet

Ringio

ROLLER

RunMags

Sage CRM

Salesboom CRM Suite

SalesBox

Salesbox - Sales CRM

SalesExec

Salesforce Community Cloud

Salesforce Foundation

SalesforceIQ

SalesFundaa CRM

Salesfusion

Salesmachine

Salesmanna

Salesnet CRM

SalesNexus

SalesOutlook CRM

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SalesPredict

SalesSeek

Salestools.io

Saleswah CRM

SalesWare

SalezShark

Salpo CRM

SAM

SAP Beyond CRM

SAP C/4HANA

SAP Digital CRM

SAP Hybris

SAS Customer Intelligence

SatuitCRM

Savii Care

Scoro CRM & Quoting

Sellsy

ServeCircle

Service Pro by MSI Data

Service007 CRM

ServiceMax

ServiceNow Express

ServiceWise

Setshape.com

SevenRooms

ShareNet Asset Management

SilkStart

Silverpop

simpleview CRM

Simplicity CRM

SimplyCast

Sitecore Experience Platform

Skyward CRM

SMARTASSISTANT

SmarterTrack

SmartFunnel

SmartOffice

Smartsupp live chat

SMhack

Social Board

Social Media Wall

Socialbakers Analytics Plus

Socious Online Community

Soffront CRM

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Sortd for Sales

Spark New Home Sales Software

Spin CRM

Spoke

SPOTIO

Springboard Retail

StreetSmart

Subivi

SugarCRM

Sugester

SuiteCRM

SuperOffice

Supportbench

Surefyre

Survaider

Survicate

SutiCRM

SWELLEnterprise

Symantec ServiceDesk

Tactile CRM

Tagove

Talisma CRM

Tall Emu

TaxiMobility

TeamDesk

TeamHeadquarters

Teamleader

Telax Hosted Call Center

Tele-Support HelpDesk

Telenotes CRM

The Databank

The HindSite Solution

Thryv

Tivoli Service Request Manager

Toonimo

Total Network Inventory

Totally Mobile Office CRM

TOTUS

TRACK Pulse

Tracker

Tracks

TrackVia

Truechat

Tubular

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uberVU

update.CRM

UPilot

UserEngage

UseResponse

Userlane

UserVoice Help Desk

USU Knowledge Center

UXPRESSIA

Veeva CRM

Velaro Live Chat

Velocify

VenueLytics

Vergify

Vertafore Pipeline Manager

VeryConnect Suite

Viabl

Viraltag

Virtuous

Vision Helpdesk

VisitLead

Vivantio Pro

Vizor License Manager

VMS Software Solutions Suite

Vocalcom

Voiptime

Vymo

WakeUpSales

Wasp Inventory Control

Watcheezy

WCN Talent Acquisition Suite

Web Tracks

webCRM

WebQA

WebsiteAlive

Weclapp Cloud CRM

WinWeb Cloud ERP

Woop

Workbooks

WORKetc

workXmate CRM

WorldCard Team

Yekaliva

You Don’t Need a CRM!

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Zenbership

Zendesk

zigihub Revenue Acceleration Platform

Zoho 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 published within 18 months of the start of the analysis period across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com.

Inclusion in the Small Vendor or Enterprise Vendor FrontRunners graphics is based on vendor 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.

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