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CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE

AUGUST 2018

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 3.90 for Usability and 4.05 for User Recommended, while the Small Vendor graphic had a minimum qualifying score of 4.29 for Usability and 4.33 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. It automates

common processes and provides tools for monitoring performance and productivity.

Software Advice’s FrontRunners quadrant 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 campaigns, workflow automation, 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.

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5.13.8

5.1

3.8

USABILITY

Salesmate

TeamgateClose.io

Less Annoying CRM

Voiptime Cloud

PipelineDealsVanillaSoft

Yetiforce

Platformax

Claritysoft CRMDaylite

SalesSeekGold-Vision CRM

JobNimbus

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, AUGUST 2018

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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 Salesmate 9.65 4.71 4.94

2 Teamgate 9.50 4.85 4.65

3 Close.io 9.46 4.79 4.67

4 Less Annoying CRM 9.42 4.64 4.79

5 PipelineDeals 9.20 4.56 4.64

6 Yetiforce 9.15 4.58 4.56

7 Voiptime Cloud 9.38 4.65 4.73

8 VanillaSoft 9.15 4.50 4.65

9 Platformax 9.04 4.29 4.75

10 SalesSeek 8.88 4.44 4.44

11 JobNimbus 8.64 4.30 4.34

12 Daylite 8.94 4.47 4.48

13 Claritysoft CRM 9.02 4.49 4.53

14 Gold-Vision CRM 8.82 4.36 4.46

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

weighs recent reviews more heavily.

US

ER

RE

CO

MM

EN

DE

D

5.13.8

5.1

3.8

USABILITY

Velocify

TeamGram

Highrise

SpiroPipedrive

FreshsalesAgile CRM

HubSpot CRM

Vtiger CRM

CopperBase

ActiveCampaign

Odoo

Zoho CRM

Apptivo CRM

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, AUGUST 2018

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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 TeamGram 9.30 4.55 4.75

2 Highrise 8.95 4.42 4.53

3 Spiro 8.87 4.42 4.46

4 Velocify 8.83 4.41 4.42

5 Pipedrive 8.83 4.41 4.42

6 Agile CRM 8.72 4.33 4.40

7 Vtiger CRM 8.62 4.23 4.39

8 Freshsales 8.75 4.38 4.37

9 HubSpot CRM 8.70 4.35 4.35

10 Copper 8.60 4.32 4.28

11 Odoo 8.31 4.05 4.25

12 Apptivo CRM 8.15 3.91 4.24

13 ActiveCampaign 8.34 4.10 4.23

14 Base 8.55 4.32 4.23

15 Zoho CRM 8.17 4.07 4.10

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R U N N E R S U P

19th Mile

1CRM

360 Enterprise Suite

ABM Loyalty

Act! 365

Act! Premium

Act! Pro

ActiveConversion

AcuityCRM

AddressTwo

AdRoll

Allbound

AllClients

AllProWebTools

amoCRM

Amphis Customer

Amtech-CRM

Answerbase

Anthill

APTEAN CRM SOLUTIONS

AtemisCloud CRM

Auric Prospector

Automational - CRM

Azurepath

Batchbook

BigContacts

billage

Bitrix24

Blitz

BlueCamroo

Bluwave CRM

Bold360

Boolment CRM

Boulevard

Bouncezap

Boxxstep BRM

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bpm’online

Bullhorn CRM

BuzzFlow CRM

CallidusCloud

CallPro CRM

CallProof

CampaignerCRM

CASA

CentralStationCRM

Chat Outsource

Clarity Software

ClientSpace

Cloutos

combit

Commence CRM

CompanyHub

Configio

Cool Life CRM

Crm on clouds

Crowdskout

CSDP Service Relationship Management

CustomAnswers

CustomerWise

CVenture

CX Cloud Suite

Deskera CRM

Dixa

Dolibarr

DYL

EBSuite

Engage

EspoCRM

eTrigue DemandCenter

Exsalerate CRM

Falcon.io

FLG

Flowlu

FocalScope

ForceManager

FreeAgent CRM

FreeCRM

Front

Funnelmaker

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GCors CRM

Get Satisfaction

GleanView

GreenRope

Gro CRM

GrowinCloud

Growlabs

Hatchbuck

HaystackCRM

HelloLeads

Helpshift

Heymarket

Honcho CRM

iAdvize

ICE

iGlobe CRM for Office 365

InfoFlo

Infor CRM

Infusionsoft

Inside Sales Box

Insightly

InStream

Interakt

INTOUCH

Intouch Insight

ipercepts

Item8

Iterable

IVINEX

Jive

Jumplead

Junxure

Kapture CRM

karmaCRM

LeadLander

LeadMaster

LeadSquared

LIID for Salesforce

LionDesk

Listrak

Lithium

LiveEngage

Livespace

Lucep

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Lumio

MagHub

ManageEngine SupportCenter Plus

Map My Customers

Marketo

Maximizer CRM

Medallia

Method CRM

Mia

Microcat CRM

Microsoft Dynamics 365

Microsoft Dynamics NAV

MoneyMovers

Monkey CRM

Mortgage Quest

Mothernode CRM

Movegistics CRM

MyBusiness

MyCRMDashboard

Net-Results

NetSuite

NGChat

Nickelled

Nimble

Nutshell

OASIS

Okout CRM

Oleeo CRM

OnContact CRM

OnePageCRM

OnSite CRM

ONTRAPORT

ONYX CRM

OpenCRM

OptifiNow

Oracle CRM On Demand

Oracle Sales Cloud

Orange CRM

Orax SDI

OroCRM

OutboundEngine

Outfield

Oxygen CRM

Pardot

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PayPanther

Pega CRM

PeopleSoft CRM

PeopleVine

Pepperi

Pipeliner CRM

Planner Dale

PlanPlus Online

PlayMaker CRM

PMAM CRM

Profitx

Project-SalesAchiever

Propeller CRM

Propertybase

Prophet CRM

PropSpace

QuickDesk

Quiddity

Really Simple Systems CRM

RealTimeCRM

RedHorse CRM

Referral Maker CRM

RELAY

Resco Mobile CRM

Respacio

Results CRM

Revamp CRM

Ring.io

Rollio

RunMags

Sage CRM

Sales CRM Plus

SalesBabu CRM

SalesBoom

Salesbox

SalesboxAI

SalesExec

Salesflare

Salesforce

Salesforce Essentials

Salesforce.org

SalesforceIQ

Salesmanna

Salesnet

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SalesNOW

SalesOutlook CRM

Salestools.io

SalezShark

Salpo CRM

SAP Beyond CRM

SAP Customer Experience

SAP Hybrid Sales Cloud

SAS Customer Intelligence

Scoro

Sellf CRM

Sellsy

Service Cloud

Service007 CRM

Shape

Siebel CRM

Silverpop

Simpleview CRM

SimplyCast

Skynamo

Skyward CRM

SmartFunnel

SmartOffice

Snapforce

Soffront CRM

Software On Sailboats

Solve CRM

Sortd for Sales

Sprinklr

Streak

Subivi

SugarCRM

Sugester

SuiteCRM

SuperOffice CRM

Supportbench

Surefyre

Survaider

SutiCRM

SWELLEnterprise

Tagove

Talisma CRM

Target First

Teamleader

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Telenotes CRM

The Fish Tank

Thryv

TidyHQ

todo.vu

Toonimo

Totally Mobile Office CRM

TOTUS

TRACK

Truechat

Tubular

UPilot

UserEngage

UXPRESSIA

Veeva CRM

VenueLytics

Vertafore

Viabl

VINCLE

Vymo

W3B CRM

WakeUpSales

webCRM

WebsiteAlive

Weclapp Cloud CRM

WizSame

Workbooks CRM

WORKetc

XRM Webkit

Zaius

ZeyOS

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

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