category report nu853mber of reviews … · orocrm pega customer decision hub pega sales automation...

Category Report

CustomerRelationshipManagement

NUMBER OF REVIEWS

853NUMBER OF VENDORSEVALUATED

9REPORT GENERATED

March 2018

Oracle Sales CloudInfor CRMPipedrive CRMSage CRMSalesforce Sales CloudZoho CRMMicrosoft DynamicsSugarCRMSAP CRM

Customer Relationship Management Category Report

Table ofContentsData Quadrant.................................................................................................................. 6

Category Overview .......................................................................................................7

Vendor Capability Summary ................................................................................8

Vendor Capabilities...................................................................................................... 9

Product Feature Summary .................................................................................. 15

Product Features ......................................................................................................... 16

Emotional Footprint Summary ....................................................................... 22

Emotional Footprint................................................................................................. 23

How to Use the ReportInfo-Tech’s Category Reports provide a comprehensive evaluation of popular products in theCustomer Relationship Management market. This buyer’s guide is designed to help prospectivepurchasers make better decisions by leveraging the experiences of real users.

The data in this report is collected from real end users, meticulously veri>ed for veracity,exhaustively analyzed, and visualized in easy to understand charts and graphs. Each product iscompared and contrasted with all other vendors in their category to create a holistic, unbiased viewof the product landscape.

Use this report to determine which product is right for your organization. For highly detailed reportson individual products, see Info-Tech’s Product Scorecard.

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SOFTWARE REVIEWS

Data QuadrantAssess vendor and product performance at a glance and use the Software ReviewsData Quadrant to identify which products and vendors are leadings the pack andwhich are trailing.

CustomerRelationshipManagementThe Software Reviews Data Quadrant evaluates and ranks products based on feedbackfrom IT and business professionals. The placement of a software in the Data Quadrantindicates its relative ranking as well as its categorization.

The Complete SoftwareExperienceWhen distilled down, the software experience is shaped by both the experience with thesoftware and the relationship with the vendor. Evaluating enterprise software along thesetwo dimensions provides a comprehensive understanding of the product and helpsidentify vendors that can deliver on both.

ProductFeatures andSatisfactionThe satisfaction is captured inthe overall satisfaction score,which is driven by the likelihoodof users to recommend thesoftware, combined with usersatisfaction across top productfeatures.

VendorExperience andCapabilitiesThe vendor relationship is calculated ina weighted average of the satisfactionscores tied to vendor capabilities (e.g.software implementation, training,customer support, product roadmap) aswell as emotional response ratingstoward the vendor (e.g. trustworthy,respectful, fair).

Note: The axes ranges are dynamically adjusted based onminimum and maximum values in the dataset.

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Category Overview This page provides a high level summary of product performance within the Customer Relationship Management category. Products are ranked by a composite satisfactionscore (Composite Score) that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The NetEmotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).

Use this data to get a sense of the >eld, and to see how the products you’re considering stack up.

RANK VENDOR COMPOSITE SCORE NET EMOTIONALFOOTPRINT

NET EMOTIONALFOOTPRINT DISTRIBUTION

VENDORCAPABILITIES

PRODUCTFEATURES

LIKELINESS TORECOMMEND

NUMBER OFREVIEWS

Pipedrive CRM 9.2/10 +95-- NEGATIVE 95% POSITIVE

87% 84% 96% 47

Salesforce Sales Cloud 7.9/10 +5513% NEGATIVE 68% POSITIVE

84% 73% 82% 374

Zoho CRM 7.9/10 +773% NEGATIVE 80% POSITIVE

75% 68% 78% 27

4 SugarCRM 7.6/10 +717% NEGATIVE 78% POSITIVE

72% 65% 78% 54

5 Infor CRM 7.3/10 +5711% NEGATIVE 68% POSITIVE

71% 72% 67% 36

6 Microsoft Dynamics 7.2/10 +5410% NEGATIVE 64% POSITIVE

76% 68% 74% 101

7 Oracle Sales Cloud 7.1/10 +5117% NEGATIVE 68% POSITIVE

77% 70% 74% 48

8 SAP CRM 6.8/10 +5414% NEGATIVE 68% POSITIVE

67% 65% 69% 60

9 Sage CRM 6.5/10 +4916% NEGATIVE 65% POSITIVE

69% 62% 75% 26

AVERAGE SCORES 7.5/10 +6310% NEGATIVE 73% POSITIVE

75% 70% 77% 86

VENDORS WITH INSUFFICIENT DATA

-- Nimble Social CRM -- +86-- NEGATIVE 86% POSITIVE

-- -- 81% 10

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Category Report

SoftwareDirectoryCUSTOMER RELATIONSHIPMANAGEMENT SOFTWARE

Selecting software can be overwhelming andone of the biggest challenges facingorganizations is understanding themarketplace and identifying all of the availablevendors and products. The Software Directoryis a comprehensive list of all relevant softwarevendors in a particular category. Use this pageto create the right vendor shortlist by exploringall of the options available to yourorganization.

Customer Relationship Management Software

Active Network CRM ABnityLive CRM Akio Uni@ed Interaction Center

AllClients amoCRM Apptivo CRM System

Aptean CRM Aptos CRM Astute Solutions ePowerCenter

Avaya Assisted Experience Management Avidian Prophet CRM Base CRM

Batchbook CRM Bpm'online CRM Bpm'online Sales

BSI CRM Bullhorn CRM Bunchball Advanced Gami@cation

CampusNexus CRM Capillary Customer EngagementManagement Platform Capital ID

CAS Software AG GenesisWorld Cerillion CRM Plus ClaraBridge

Claritysoft CRM ConnectWise CRM Contactually CRM

ConvergeHub Cosential CRM Creedenz CXM Platform

CRMnext DealerSocket CRM Deltek CRM

Epicor CRM Eptica Customer Management Suite Genesys Platform

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Category Report




Get Satisfaction Harris Data CRM Solutions InfoFlo

Infor CRM InMoment Experience Hub Insightly

Lead Barrel LeadMaster Lead Management CRM & SFA LivePerson LiveEngage

LogicBox Marketcirle Daylite Maximizer CRM

Microsoft Dynamics Microsoft Dynamics 365 for Sales NetSuite CRM

NewVoiceMedia ContactWorld NICE Systems Customer Experience Nimble Social CRM

Nutshell OnContact CRM Oracle E-Business Suite CRM

Oracle JD Edwards EnterpriseOne CustomerRelationship Management Oracle Sales Cloud Oracle Siebel

OroCRM Pega Customer Decision Hub Pega Sales Automation

Pipedrive CRM PipelineDeals CRM PlanPlus Online

Prospect 365 CRM Questback Replicon Time Intelligence Platform

Resco Mobile CRM Results CRM Romulus CRM

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Category Report




Sage CRM Salesforce Sales Cloud Salesfusion Platform

SalesJunction CRM SalesNet CRM SAP CRM

SAP Hybris Sales Cloud SDL Customer Experience Cloud Silverpop

Snapforce CRM SprinxCRM Stay in Front

SugarCRM SuperOBce CRM SutiCRM

Swiftpage Act! Talisma CRM Suite Tango CRM

TargetX Teamgate Thunderhead One Engagement Hub

Vanilla Soft Pro Veeva Systems CRM VinSolutions CRM

Vreze vtiger CRM Workbooks CRM

Zoho CRM

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