CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE February 2018
Powered by Methodology CONTENTS 4 Introduction 6 Defining CRM Systems 7 The Quadrant 8 CRM FrontRunners Index 33 Runners Up 53 Methodology Basics FRONTRUNNERS
9 Pipedrive
10 HubSpot CRM
11 Close.io
12 amoCRM
13 Salesforce
14 Nimble
15 ProsperWorks CRM
16 Agile CRM
17 Microsoft Dynamics 365
18 PipelineDeals
19 Base
20 Velocify
21 iContact
22 Highrise
23 Vtiger CRM On Demand
24 Hatchbuck
25 Daylite for Mac
26 Teamgate
27 Gold-Vision CRM
28 bpm’online
29 Less Annoying CRM
30 ONTRAPORT
31 Commence CRM
32 SalesNOW INTRODUCTION
his FrontRunners analysis is a data-driven Tassessment identifying products in the Customer Relationship Management software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.
In the Customer Relationship Management FrontRunners graphic, the Capability axis starts at 3.20 and ends at 4.60, while the Value axis starts at 3.80 and ends at 4.70.
To be considered for the Customer Relationship Management FrontRunners, a product needed a minimum of 20 user reviews, a minimum capability user rating score of 4.1 and a minimum value user rating score of 4.1. In most cases, we evaluate hundreds of products and feature 20- 25 as FrontRunners; all products that qualify as FrontRunners are top performing products in their market.
FEBRUARY 2018 4 Introduction
Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.
QUADRANT CATEGORIES:
»» Upper Right = Leaders: Leaders are all-around strong products. They offer the highest value and capability in that market.
»» Upper Left = Masters: Masters may have fewer capabilities, but end users value those capabilities highly. Depending on the functionality needed, a product positioned in the Masters quadrant might be a better option to consider than products positioned in other quadrants.
»» Lower Right = Pacesetters: Pacesetters may offer a strong set of capabilities, but are not rated as high on value. For example, a Pacesetter might have a breadth of functionality at a higher price point.
»» Lower Left = Contenders: Contenders are strong- performing products that have not yet achieved the value and capability of the products in the other quadrants. For example, products in this quadrant may be more suited for companies that need more specialized functionality that comes at a price.
FEBRUARY 2018 5 DEFINING CRM SYSTEMS
ustomer Relationship Management (CRM) software Chelps 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 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 customer support.
In addition, we identify several related features that organizations purchasing a CRM system may also need or wish to consider: channel management, social CRM, document management, landing pages/web forms, lead scoring, list management, marketing automation, product catalog, project management, quotes/proposals, referral tracking and territory management.
FEBRUARY 2018 6 THE QUADRANT
All products that qualify as FrontRunners are top performing products in their market.
FEBRUARY 2018 7 CRM FRONTRUNNERS INDEX
9 Pipedrive 10 HubSpot CRM 11 Close.io 12 amoCRM 13 Salesforce 14 Nimble
15 ProsperWorks CRM 16 Agile CRM 17 Microsoft Dynamics 365 18 PipelineDeals 19 Base 20 Velocify 21 iContact 22 Highrise 23 Vtiger CRM On Demand 24 Hatchbuck 25 Daylite for Mac 26 Teamgate 27 Gold-Vision CRM 28 bpm’online 29 Less Annoying CRM 30 ONTRAPORT
31 Commence CRM
32 SalesNOW
FEBRUARY 2018 8 PIPEDRIVE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.62 VALUE 4.62
Capability User Rating 4.47 Value User Rating 4.60
Functionality Breadth 4.95 Adoption Score 4.63
Features 4.90 Customer Base 4.70
Integrations 5.00 Reviews Volume 4.90
Confidence Score 4.58 Google Searches 4.30
Customer Base 4.70 Skills Base 4.60
Employee Base 4.70
Customer Growth 4.30
Employee Growth 4.60
FEBRUARY 2018 9 HUBSPOT CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.49 VALUE 4.68
Capability User Rating 4.38 Value User Rating 4.50
Functionality Breadth 4.90 Adoption Score 4.87
Features 4.80 Customer Base 4.90
Integrations 5.00 Reviews Volume 4.80
Confidence Score 4.33 Google Searches 4.80
Customer Base 4.90 Skills Base 4.90
Employee Base 4.90
Customer Growth 3.60
Employee Growth 3.90
FEBRUARY 2018 10 CLOSE.IO FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.33 VALUE 4.46
Capability User Rating 4.73 Value User Rating 4.76
Functionality Breadth 4.05 Adoption Score 4.17
Features 3.80 Customer Base 4.30
Integrations 4.30 Reviews Volume 3.70
Confidence Score 3.80 Google Searches 4.50
Customer Base 4.30 Skills Base 4.10
Employee Base 3.20
Customer Growth 3.70
Employee Growth 4.00
FEBRUARY 2018 11 AMOCRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.50 VALUE 4.07
Capability User Rating 4.77 Value User Rating 4.75
Functionality Breadth 4.30 Adoption Score 3.40
Features 4.10 Customer Base 3.90
Integrations 4.50 Reviews Volume 2.80
Confidence Score 4.18 Google Searches 1.80
Customer Base 3.90 Skills Base 4.00
Employee Base 3.80
Customer Growth 4.70
Employee Growth 4.30
FEBRUARY 2018 12 SALESFORCE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.82 VALUE 4.59
Capability User Rating 4.13 Value User Rating 4.17
Functionality Breadth 3.00 Adoption Score 5.00
Features 5.00 Customer Base 5.00
Integrations 1.00 Reviews Volume 5.00
Confidence Score 4.00 Google Searches 5.00
Customer Base 5.00 Skills Base 5.00
Employee Base 5.00
Customer Growth 2.00
Employee Growth 4.00
FEBRUARY 2018 13 NIMBLE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.19 VALUE 4.19
Capability User Rating 4.19 Value User Rating 4.28
Functionality Breadth 4.75 Adoption Score 4.10
Features 4.70 Customer Base 4.00
Integrations 4.80 Reviews Volume 4.70
Confidence Score 3.65 Google Searches 4.30
Customer Base 4.00 Skills Base 3.80
Employee Base 2.60
Customer Growth 3.20
Employee Growth 4.80
FEBRUARY 2018 14 PROSPERWORKS CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.23 VALUE 4.12
Capability User Rating 4.35 Value User Rating 4.38
Functionality Breadth 3.90 Adoption Score 3.87
Features 3.60 Customer Base 3.70
Integrations 4.20 Reviews Volume 4.30
Confidence Score 4.33 Google Searches 4.10
Customer Base 3.70 Skills Base 3.70
Employee Base 4.20
Customer Growth 4.70
Employee Growth 4.70
FEBRUARY 2018 15 AGILE CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.37 VALUE 3.97
Capability User Rating 4.41 Value User Rating 4.39
Functionality Breadth 4.45 Adoption Score 3.55
Features 4.30 Customer Base 4.00
Integrations 4.60 Reviews Volume 4.50
Confidence Score 4.23 Google Searches 1.00
Customer Base 4.00 Skills Base 3.90
Employee Base 4.30
Customer Growth 4.10
Employee Growth 4.50
FEBRUARY 2018 16 MICROSOFT DYNAMICS 365 FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.72 VALUE 4.60
Capability User Rating 4.21 Value User Rating 4.19
Functionality Breadth 3.00 Adoption Score 5.00
Features 5.00 Customer Base 5.00
Integrations 1.00 Reviews Volume 5.00
Confidence Score 3.48 Google Searches 5.00
Customer Base 5.00 Skills Base 5.00
Employee Base 5.00
Customer Growth 1.80
Employee Growth 2.10
FEBRUARY 2018 17 PIPELINEDEALS FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.12 VALUE 4.20
Capability User Rating 4.52 Value User Rating 4.52
Functionality Breadth 4.20 Adoption Score 3.88
Features 4.00 Customer Base 4.10
Integrations 4.40 Reviews Volume 4.00
Confidence Score 3.23 Google Searches 3.10
Customer Base 4.10 Skills Base 4.00
Employee Base 3.50
Customer Growth 2.60
Employee Growth 2.70
FEBRUARY 2018 18 BASE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: LEADERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.92 VALUE 4.35
Capability User Rating 4.14 Value User Rating 4.31
Functionality Breadth 4.30 Adoption Score 4.38
Features 4.30 Customer Base 4.40
Integrations 4.30 Reviews Volume 3.60
Confidence Score 3.08 Google Searches 4.90
Customer Base 4.40 Skills Base 4.50
Employee Base 4.40
Customer Growth 1.70
Employee Growth 1.80
FEBRUARY 2018 19 VELOCIFY FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.78 VALUE 4.36
Capability User Rating 4.30 Value User Rating 4.35
Functionality Breadth 3.40 Adoption Score 4.38
Features 3.20 Customer Base 4.60
Integrations 3.60 Reviews Volume 4.60
Confidence Score 3.13 Google Searches 3.10
Customer Base 4.60 Skills Base 4.70
Employee Base 4.30
Customer Growth 2.20
Employee Growth 1.40
FEBRUARY 2018 20 ICONTACT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.76 VALUE 4.36
Capability User Rating 4.47 Value User Rating 4.50
Functionality Breadth 1.75 Adoption Score 4.22
Features 2.50 Customer Base 4.80
Integrations 1.00 Reviews Volume 4.00
Confidence Score 4.33 Google Searches 2.10
Customer Base 4.80 Skills Base 4.80
Employee Base 4.50
Customer Growth 5.00
Employee Growth 3.00
FEBRUARY 2018 21 HIGHRISE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.66 VALUE 4.44
Capability User Rating 4.45 Value User Rating 4.56
Functionality Breadth 2.85 Adoption Score 4.32
Features 4.70 Customer Base 4.50
Integrations 1.00 Reviews Volume 3.40
Confidence Score 2.90 Google Searches 4.70
Customer Base 4.50 Skills Base 4.40
Employee Base 1.50
Customer Growth 2.30
Employee Growth 3.30
FEBRUARY 2018 22 VTIGER CRM ON DEMAND FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: MASTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.61 VALUE 4.37
Capability User Rating 4.18 Value User Rating 4.38
Functionality Breadth 2.50 Adoption Score 4.37
Features 4.00 Customer Base 4.70
Integrations 1.00 Reviews Volume 3.20
Confidence Score 3.58 Google Searches 4.20
Customer Base 4.70 Skills Base 4.70
Employee Base 4.00
Customer Growth 3.20
Employee Growth 2.40
FEBRUARY 2018 23 HATCHBUCK FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: PACESETTERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 4.02 VALUE 3.96
Capability User Rating 4.47 Value User Rating 4.45
Functionality Breadth 4.25 Adoption Score 3.47
Features 3.60 Customer Base 3.60
Integrations 4.90 Reviews Volume 3.90
Confidence Score 2.88 Google Searches 2.50
Customer Base 3.60 Skills Base 3.60
Employee Base 3.00
Customer Growth 3.50
Employee Growth 1.40
FEBRUARY 2018 24 DAYLITE FOR MAC FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.74 VALUE 4.17
Capability User Rating 4.58 Value User Rating 4.66
Functionality Breadth 2.45 Adoption Score 3.68
Features 2.00 Customer Base 4.20
Integrations 2.90 Reviews Volume 4.10
Confidence Score 3.35 Google Searches 1.00
Customer Base 4.20 Skills Base 4.30
Employee Base 3.30
Customer Growth 2.40
Employee Growth 3.50
FEBRUARY 2018 25 TEAMGATE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.86 VALUE 3.85
Capability User Rating 4.83 Value User Rating 4.78
Functionality Breadth 3.40 Adoption Score 2.92
Features 3.20 Customer Base 2.70
Integrations 3.60 Reviews Volume 3.80
Confidence Score 2.38 Google Searches 2.50
Customer Base 2.70 Skills Base 2.90
Employee Base 2.40
Customer Growth 1.60
Employee Growth 2.80
FEBRUARY 2018 26 GOLD-VISION CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.79 VALUE 3.89
Capability User Rating 4.58 Value User Rating 4.69
Functionality Breadth 3.10 Adoption Score 3.10
Features 2.30 Customer Base 3.60
Integrations 3.90 Reviews Volume 2.30
Confidence Score 2.93 Google Searches 2.50
Customer Base 3.60 Skills Base 3.30
Employee Base 3.20
Customer Growth 2.00
Employee Growth 2.90
FEBRUARY 2018 27 BPM’ONLINE FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.80 VALUE 3.87
Capability User Rating 4.73 Value User Rating 4.71
Functionality Breadth 1.95 Adoption Score 3.03
Features 2.90 Customer Base 2.80
Integrations 1.00 Reviews Volume 2.90
Confidence Score 3.78 Google Searches 3.90
Customer Base 2.80 Skills Base 2.90
Employee Base 4.70
Customer Growth 2.60
Employee Growth 5.00
FEBRUARY 2018 28 LESS ANNOYING CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.73 VALUE 3.93
Capability User Rating 4.71 Value User Rating 4.79
Functionality Breadth 2.45 Adoption Score 3.07
Features 2.00 Customer Base 2.00
Integrations 2.90 Reviews Volume 4.70
Confidence Score 3.05 Google Searches 4.70
Customer Base 2.00 Skills Base 2.50
Employee Base 2.40
Customer Growth 4.20
Employee Growth 3.60
FEBRUARY 2018 29 ONTRAPORT FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.79 VALUE 3.81
Capability User Rating 4.28 Value User Rating 4.49
Functionality Breadth 2.80 Adoption Score 3.12
Features 4.60 Customer Base 3.50
Integrations 1.00 Reviews Volume 1.20
Confidence Score 3.83 Google Searches 2.10
Customer Base 3.50 Skills Base 4.20
Employee Base 4.00
Customer Growth 4.60
Employee Growth 3.20
FEBRUARY 2018 30 COMMENCE CRM FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.65 VALUE 3.81
Capability User Rating 4.70 Value User Rating 4.71
Functionality Breadth 3.05 Adoption Score 2.92
Features 1.50 Customer Base 2.80
Integrations 4.60 Reviews Volume 2.00
Confidence Score 2.15 Google Searches 3.50
Customer Base 2.80 Skills Base 3.20
Employee Base 1.90
Customer Growth 1.40
Employee Growth 2.50
FEBRUARY 2018 31 SALESNOW FRONTRUNNERS SCORECARD
QUADRANT PLACEMENT: CONTENDERS
The scores below are based on numeric value between 1 and 5.
CAPABILITY 3.35 VALUE 4.00
Capability User Rating 4.49 Value User Rating 4.62
Functionality Breadth 1.40 Adoption Score 3.38
Features 1.80 Customer Base 4.30
Integrations 1.00 Reviews Volume 2.10
Confidence Score 3.03 Google Searches 1.00
Customer Base 4.30 Skills Base 4.30
Employee Base 1.60
Customer Growth 4.00
Employee Growth 2.20
FEBRUARY 2018 32 RUNNERS UP
roviders listed as Runners Up were considered Pfor inclusion in the quadrant, but were ultimately not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.
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FEBRUARY 2018 48 RUNNERS UP
SEO Web Analyst Smalution CRM Service Pro by MSI Data Smart CPQ Service Skeds Smart Queue Service007 CRM Smart Service ServiceMax SmartCloud Connect for Salesforce ServiceNow SmarterSMB ServiceNow Express SmartFunnel ServiceTonic SmartOffice ServiceTrade Smartsupp live chat ServiceWise SmartSupport Sextant CRM Smarty Shared Contacts for Gmail SMhack ShareNet Asset Management SnapEngage SharpSpring Snapforce SherpaDesk Snitcher ShoreTel Sobia Canyon SilkStart Social123 Silverpop SocialPilot simpleview CRM Socious Online Community Simplicity CRM Socket SimplyCast Soffront CRM simplyCT All-in-One Virtual Call Center Sofon Guided Selling Sitecore Experience Platform SoftVu Skyward CRM Solgari Sleeknote Solve CRM SlickPie SoulCRM
FEBRUARY 2018 49 RUNNERS UP
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FEBRUARY 2018 50 RUNNERS UP
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FEBRUARY 2018 51 RUNNERS UP
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FEBRUARY 2018 52 METHODOLOGY BASICS
he FrontRunners methodology assesses and Tcalculates a score for products on two primary dimensions: Capability on the x-axis and Value on the y-axis.
THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:
»» End-user ratings of one to five stars on the product’s functionality.
»» 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 customer support.
»» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.
»» A score, relative to other products in the market, representing the number of other products that integrate with it.
FEBRUARY 2018 53 Methodology Basics
THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:
»» End-user ratings of one to five stars on overall satisfaction with the product.
»» 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.
»» A score, relative to other products in the market, for the size of the product’s customer base.
»» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).
»» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.
»» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.
FEBRUARY 2018 54 Methodology Basics
Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice. com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.
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