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Customer Relationship Management Software February 2019

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Customer Relationship Management Software February 2019 CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE FEBRUARY 2019 Powered by Methodology CONTENTS 3 Introduction 5 Defining CRM Software 6 FrontRunners (Small Vendors) 8 FrontRunners (Enterprise Vendors) 10 Runners Up 24 Methodology Basics 2 INTRODUCTION his FrontRunners analysis graphic had a minimum qualifying Tis a data-driven assessment score of 4.01 for Usability and 4.11 identifying products in the Customer for User Recommended, while Relationship Management (CRM) the Small Vendor graphic had a software market that offer the minimum qualifying score of 4.31 best capability and value for small for Usability and 4.31 for User businesses. For a given market, Recommended. products are evaluated and given a score for Usability (x-axis) and To be considered for the CRM User Recommended (y-axis). FrontRunners, a product needed FrontRunners then plots 10-15 a minimum of 20 user reviews products each on a Small Vendor published within 18 months of the and an Enterprise Vendor graphic, evaluation period. Products needed based on vendor business size, per a minimum user rating score of category. 3.0 for both Usability and User Recommended in both the Small In the CRM FrontRunners and Enterprise graphics. infographic, the Enterprise Vendor 3 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. 4 DEFINING CRM SOFTWARE ustomer Relationship Software Advice’s FrontRunners CManagement (CRM) software is focused on the North American helps organizations manage CRM market. We identify this information (e.g, contact details) set of core capabilities for the about current and potential CRM software category: contact customers. management, interaction tracking and lead management, as well as CRM is a technique for putting at least two of the following: email customers at the heart of your marketing, workflow management, business and using data about forecasting/reporting, call center your customers to tailor a unique management and/or lead scoring. 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. 5 FRONTRUNNERS (SMALL VENDORS) FRONTRUNNERS® FOR CRM, FEBRUARY 2019 For each individual rating in both the Usability and User Recommended criteria, the methodology weighs recent reviews more heavily. 6 FRONTRUNNERS SCORES (SMALL VENDORS) USER TOTAL USABILITY RECOMMENDED SCORE SCORE 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 7 FRONTRUNNERS (ENTERPRISE VENDORS) FRONTRUNNERS® FOR CRM, FEBRUARY 2019 For each individual rating in both the Usability and User Recommended criteria, the methodology weighs recent reviews more heavily. 8 FRONTRUNNERS SCORES (ENTERPRISE VENDORS) USER TOTAL USABILITY RECOMMENDED SCORE SCORE 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 9 RUNNERS UP 19th Mile Adsoup 1CRM Advisor 360 Enterprise Suite AeroLeads 360Alumni AgentCubed Aavaz Agentology ABM Loyalty Agile CRM Accelo Agiloft Accelo CRM AllClients Accelo Prof Service AllProWebTools Acquisio Amdocs Customer Management Act! eMarketing Ameyo Act! Premium Amity ActiveConversion amoCRM AcuityCRM Amphis Customer Acumatica Cloud ERP Amtech-CRM ADAPTcrm Anaplan AddressTwo Answerbase AdRoll Anthill 10 Apptivo CRM billage Ascente Bitrix24 AsisteClick BizAutomation Asort CRM Bizible Aspect Zipwire Blast Ramp Assyst System Blinger Atlas CRM Blitz ATOMIZED Bloomfire Auric Prospector BlueCamroo Automational - CRM BlueFolder AutoPitch BlueprintCPQ Avature Suite Bluwave CRM Azurepath BNTouch AZZLY Boolment Software Suite BarCloud Assets Boréalis Application Batchbook Boulevard by Main Street Software Beamery Boxxstep BRM Bella FSM bpm’online Best Client Practice Management Brand Wide bexio BrandMaker BigContacts Brandwatch BigWave Bright Pattern Contact Center 11 BUSINESS by Miles Chat Outsource bxp software Chat.io C2 ATOM Chatwee Social Chat Widget C2CRM Child Care CRM CA Service Desk Manager Cincom CPQ Callbox Pipeline CiviCRM CallidusCloud Marketing Automation Clari CallPro CRM Clarity Software CallProof Claritysoft CRM CallTaker ClearSlide CampaignerCRM Click & Pledge Canary AMS ClickDesk CAS genesisWorld ClickDimensions CASA ClickSquared Casengo Clicktools Caspio ClientSpace CAVU Cloud Predictive Dialer by SafeSoft Solutions Cayzu Cloutos CentralStationCRM CollaBrill CG Service Desk ComAround Knowledge ChangeGear Comidor ChaseData Call Center 12 Commence Data2CRM.Migration CommuniGator Daxko Engage CompanyHub Deltek Professional Services ConEst IntelliBid Deskera CRM Configio Deskera ERP Contivio Contact Center DeskPRO Contractor’s Cloud Desktop Sales Manager ConvergeHub Digimind Social Conversocial Dimelo Digital platform Cool Life CRM Dixa Copper Dolibarr ERP & CRM Core Commissions DonorPro Cosential DotAlign for Outlook CRM by AutoVu Solutions DYL Lead Manager Crm on clouds EBSuite CRMPRO Ecount ERP CrowdControlHQ Ecquire Crowdskout edrone CSDP Service Relationship Efficy CRM Management elevio Cugic Engage CustomerWise Engage121 Enterprise CVenture Engagor 13 EnquireLEADS FLG 360 Enrollment Rx FocalScope EPESI Form.com (Suite) Erpisto FreshOffice eServiceIntelligenceCRM FunnelCRM EspoCRM FunnelMaker Evergage Gazelle Exsalerate CRM GCors CRM ExxpertApps Genesys PureCloud Falcon.io Get Satisfaction Faveo Helpdesk GetSocial FieldAware GigaTrak Asset Tracking System FieldForce Gigya FieldLocate GleanView FieldOne GlobiMail for Podio FieldService360 Gmelius FileMaker Pro App for CRM Gold-Vision CRM FirePoint GreenRope FIT | IssueTrack Gro CRM Fitness N U Grow in Cloud Fitnet Manager Growlabs Flexie CRM Hatchbuck FlexNet Manager Suite HaystackCRM 14 Heap CRM iNexus Hearsay Social Infor CRM HelloLeadz Infor Service Management Helpjuice Infusionsoft by Keap Helprace Inside Sales Box Helpshift InsideView HelpSpot Insightly HESK InStream Highrise IntelliPad CRM Holded Interakt Honeybee InterWeave eMail Gateway Horizon HQ InterWeave Smart Payment Gateway HP Service Manager InTouch CRM Hybrid.Chat Intouch Insight IBM SmartCloud Control Desk ipercepts iCRM ICE IT Incident Software IFS Field Service Management Item8 iGlobe CRM for Office 365 Iterable IloveLeasing Ivinex CRM iMaxCRM IXACT Contact Impact 360 Quality Monitoring JDisc Discovery IncidentMonitor JitBit Help Desk 15 JobNimbus LeadTrac Jumplead LEADTRACK Software Junxure Cloud Lime Light CRM Kapost LinkPoint Connect Kapture CRM LionDesk karmaCRM Listrak Kaseya BMS Lithium Social Media Management Keep In Touch LiveEngage Kenshoo Social Livespace Kilterly LogicBox CRM KMS Lighthouse Lucep Kunversion+ Lumio kvCORE M2Advisor LANDESK Service Desk MagHub Lasso CRM MailClark Law Ruler Software MakesBridge Marketing Automation Lead Liaison ManageEngine SupportCenter Plus LeadLander Map My Customers LeadMaster MavSocial LeadPro CRM MaxCustomer Leads 365 Maximizer CRM LeadSquared MDidentity 16 Medallia NHANCENOW Membrain NiceJob Metaal CRM Nickelled Mi9 Retail Suite Nimble Mia NutriAdmin Money Advice + CRM Nutshell Morph.ai Nuvi Mortgage Quest OASIS by IntelliTek Mothernode CRM odoo CRM MoxiWorks OfficeClip Contact Management MyBusiness Okout CRM myphoner Oktopost NABD System OMNITRACKER Nagios Network Analyzer OnContact CRM 7 Nagios XI One Tap Check-In nanoRep OnePageCRM NAVIS Suite OneSource Nerdio OnSite CRM Net-Results ONTRAPORT NetHelpDesk OpenCRM NewVoiceMedia OptifiNow Sales Process Automation NGChat Optimo VENUE & SPACE 17 MANAGEMENT Pipeliner CRM Oracle Contact Center Anywhere Pivotal CRM Oracle CX Planner Dale Oracle E-Business Suite PlanPlus Online Oracle Marketing Cloud PlayMaker CRM Oracle NetSuite PMAM CRM Oracle PeopleSoft Enterprise HelpDesk Pobuca Oracle Sales Cloud Prezly Oracle Siebel CRM Priority Software OrangeCRM Profitx Orax SDI Project-SalesAchiever OroCRM Prolifiq OutboundEngine PROMYS Outbrain Amplify Propeller CRM Outseta Prophet CRM Parature ProProfs Chat PayPanther ProProfs Knowledge Base Pega CRM PropSpace PeopleSoft CRM ProspectSoft CRM Software PeopleVine Provide Support Pepperi Mobile CRM Qgiv PipeCycle Qualifio 18 Qualityze Suite Results CRM QuestBack Enterprise Feedback Suite Revamp CRM QuickDesk REVE Chat Quiddity Ricochet Qvidian Ringio Radius ROLLER RallyBound RunMags Rannko Sage CRM ReachEdge Salesboom CRM Suite Really Simple Systems SalesBox RealSavvy Salesbox - Sales CRM RealTimeCRM SalesExec RealtyJuggler Salesforce Community Cloud Realvolve Salesforce Foundation RealZips Territory Management SalesforceIQ Reamaze SalesFundaa CRM RedHorse CRM Salesfusion RedTail CRM Salesmachine
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