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
Referral Maker CRM Salesmanna
RELAY Salesnet CRM
Relenta SalesNexus
Respacio SalesOutlook CRM
19 SalesPredict ServiceWise
SalesSeek Setshape.com
Salestools.io SevenRooms
Saleswah CRM ShareNet Asset Management
SalesWare SilkStart
SalezShark Silverpop
Salpo CRM simpleview CRM
SAM Simplicity CRM
SAP Beyond CRM SimplyCast
SAP C/4HANA Sitecore Experience Platform
SAP Digital CRM Skyward CRM
SAP Hybris SMARTASSISTANT
SAS Customer Intelligence SmarterTrack
SatuitCRM SmartFunnel
Savii Care SmartOffice
Scoro CRM & Quoting Smartsupp live chat
Sellsy SMhack
ServeCircle Social Board
Service Pro by MSI Data Social Media Wall
Service007 CRM Socialbakers Analytics Plus
ServiceMax Socious Online Community
ServiceNow Express Soffront CRM
20 Sortd for Sales Tall Emu
Spark New Home Sales Software TaxiMobility
Spin CRM TeamDesk
Spoke TeamHeadquarters
SPOTIO Teamleader
Springboard Retail Telax Hosted Call Center
StreetSmart Tele-Support HelpDesk
Subivi Telenotes CRM
SugarCRM The Databank
Sugester The HindSite Solution
SuiteCRM Thryv
SuperOffice Tivoli Service Request Manager
Supportbench Toonimo
Surefyre Total Network Inventory
Survaider Totally Mobile Office CRM
Survicate TOTUS
SutiCRM TRACK Pulse
SWELLEnterprise Tracker
Symantec ServiceDesk Tracks
Tactile CRM TrackVia
Tagove Truechat
Talisma CRM Tubular
21 uberVU Vizor License Manager update.CRM VMS Software Solutions Suite
UPilot Vocalcom
UserEngage Voiptime
UseResponse Vymo
Userlane WakeUpSales
UserVoice Help Desk Wasp Inventory Control
USU Knowledge Center Watcheezy
UXPRESSIA WCN Talent Acquisition Suite
Veeva CRM Web Tracks
Velaro Live Chat webCRM
Velocify WebQA
VenueLytics WebsiteAlive
Vergify Weclapp Cloud CRM
Vertafore Pipeline Manager WinWeb Cloud ERP
VeryConnect Suite Woop
Viabl Workbooks
Viraltag WORKetc
Virtuous workXmate CRM
Vision Helpdesk WorldCard Team
VisitLead Yekaliva
Vivantio Pro You Don’t Need a CRM!
22 Zenbership
Zendesk zigihub Revenue Acceleration Platform
Zoho CRM
Zurmo
23 METHODOLOGY BASICS
he FrontRunners methodology • End-user ratings of one to five Tassesses and calculates a stars on how valuable users consider the product to be score for products on two primary relative to its price. dimensions: Usability on the x-axis and User Recommended on the • End-user ratings of one to five y-axis. stars on how likely they are to recommend the product to The Usability score is a weighted others. average of user ratings including: There are up to two FrontRunners • End-user ratings of one to five graphics for each market, one stars on the product’s ease of use. Small Vendors and one Enterprise • End-user ratings of one to Vendors graphic. The Small Vendors five stars on the product’s graphic highlights qualifiers from functionality. smaller (by employee size) vendors, while the Enterprise Vendors The User Recommended score is graphic displays qualifiers for larger an overall weighted average of (by employee size) vendors. scores including: 24 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. 25 Powered by Methodology