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2
C O N T E N T S
Introduction
Defining CRM Software
FrontRunners (Small Vendors)
FrontRunners (Enterprise Vendors)
Runners Up
Methodology Basics
3
5
6
8
10
24
3
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 4.01 for Usability and 4.11 for User Recommended, while the Small Vendor graphic had a minimum qualifying score of 4.31 for Usability and 4.31 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
4
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.
5
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, automates common processes and provides tools for monitoring performance and productivity.
Software Advice’s FrontRunners 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 marketing, workflow management, 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.
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, FEBRUARY 2019
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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 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
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For each individual rating in both the Usability and User Recommended criteria, the methodology
weighs recent reviews more heavily.
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, FEBRUARY 2019
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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 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
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R U N N E R S U P
19th Mile
1CRM
360 Enterprise Suite
360Alumni
Aavaz
ABM Loyalty
Accelo
Accelo CRM
Accelo Prof Service
Acquisio
Act! eMarketing
Act! Premium
ActiveConversion
AcuityCRM
Acumatica Cloud ERP
ADAPTcrm
AddressTwo
AdRoll
Adsoup
Advisor
AeroLeads
AgentCubed
Agentology
Agile CRM
Agiloft
AllClients
AllProWebTools
Amdocs Customer Management
Ameyo
Amity
amoCRM
Amphis Customer
Amtech-CRM
Anaplan
Answerbase
Anthill
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Apptivo CRM
Ascente
AsisteClick
Asort CRM
Aspect Zipwire
Assyst System
Atlas CRM
ATOMIZED
Auric Prospector
Automational - CRM
AutoPitch
Avature Suite
Azurepath
AZZLY
BarCloud Assets
Batchbook
Beamery
Bella FSM
Best Client Practice Management
bexio
BigContacts
BigWave
billage
Bitrix24
BizAutomation
Bizible
Blast Ramp
Blinger
Blitz
Bloomfire
BlueCamroo
BlueFolder
BlueprintCPQ
Bluwave CRM
BNTouch
Boolment Software Suite
Boréalis Application
Boulevard by Main Street Software
Boxxstep BRM
bpm’online
Brand Wide
BrandMaker
Brandwatch
Bright Pattern Contact Center
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BUSINESS by Miles
bxp software
C2 ATOM
C2CRM
CA Service Desk Manager
Callbox Pipeline
CallidusCloud Marketing Automation
CallPro CRM
CallProof
CallTaker
CampaignerCRM
Canary AMS
CAS genesisWorld
CASA
Casengo
Caspio
CAVU
Cayzu
CentralStationCRM
CG Service Desk
ChangeGear
ChaseData Call Center
Chat Outsource
Chat.io
Chatwee Social Chat Widget
Child Care CRM
Cincom CPQ
CiviCRM
Clari
Clarity Software
Claritysoft CRM
ClearSlide
Click & Pledge
ClickDesk
ClickDimensions
ClickSquared
Clicktools
ClientSpace
Cloud Predictive Dialer by SafeSoft Solutions
Cloutos
CollaBrill
ComAround Knowledge
Comidor
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Commence
CommuniGator
CompanyHub
ConEst IntelliBid
Configio
Contivio Contact Center
Contractor’s Cloud
ConvergeHub
Conversocial
Cool Life CRM
Copper
Core Commissions
Cosential
CRM by AutoVu Solutions
Crm on clouds
CRMPRO
CrowdControlHQ
Crowdskout
CSDP Service Relationship Management
Cugic
CustomerWise
CVenture
Data2CRM.Migration
Daxko Engage
Deltek Professional Services
Deskera CRM
Deskera ERP
DeskPRO
Desktop Sales Manager
Digimind Social
Dimelo Digital platform
Dixa
Dolibarr ERP & CRM
DonorPro
DotAlign for Outlook
DYL Lead Manager
EBSuite
Ecount ERP
Ecquire
edrone
Efficy CRM
elevio
Engage
Engage121 Enterprise
Engagor
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EnquireLEADS
Enrollment Rx
EPESI
Erpisto
eServiceIntelligenceCRM
EspoCRM
Evergage
Exsalerate CRM
ExxpertApps
Falcon.io
Faveo Helpdesk
FieldAware
FieldForce
FieldLocate
FieldOne
FieldService360
FileMaker Pro App for CRM
FirePoint
FIT | IssueTrack
Fitness N U
Fitnet Manager
Flexie CRM
FlexNet Manager Suite
FLG 360
FocalScope
Form.com (Suite)
FreshOffice
FunnelCRM
FunnelMaker
Gazelle
GCors CRM
Genesys PureCloud
Get Satisfaction
GetSocial
GigaTrak Asset Tracking System
Gigya
GleanView
GlobiMail for Podio
Gmelius
Gold-Vision CRM
GreenRope
Gro CRM
Grow in Cloud
Growlabs
Hatchbuck
HaystackCRM
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Heap CRM
Hearsay Social
HelloLeadz
Helpjuice
Helprace
Helpshift
HelpSpot
HESK
Highrise
Holded
Honeybee
Horizon HQ
HP Service Manager
Hybrid.Chat
IBM SmartCloud Control Desk
ICE
IFS Field Service Management
iGlobe CRM for Office 365
IloveLeasing
iMaxCRM
Impact 360 Quality Monitoring
IncidentMonitor
iNexus
Infor CRM
Infor Service Management
Infusionsoft by Keap
Inside Sales Box
InsideView
Insightly
InStream
IntelliPad CRM
Interakt
InterWeave eMail Gateway
InterWeave Smart Payment Gateway
InTouch CRM
Intouch Insight
ipercepts iCRM
IT Incident Software
Item8
Iterable
Ivinex CRM
IXACT Contact
JDisc Discovery
JitBit Help Desk
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JobNimbus
Jumplead
Junxure Cloud
Kapost
Kapture CRM
karmaCRM
Kaseya BMS
Keep In Touch
Kenshoo Social
Kilterly
KMS Lighthouse
Kunversion+
kvCORE
LANDESK Service Desk
Lasso CRM
Law Ruler Software
Lead Liaison
LeadLander
LeadMaster
LeadPro CRM
Leads 365
LeadSquared
LeadTrac
LEADTRACK Software
Lime Light CRM
LinkPoint Connect
LionDesk
Listrak
Lithium Social Media Management
LiveEngage
Livespace
LogicBox CRM
Lucep
Lumio
M2Advisor
MagHub
MailClark
MakesBridge Marketing Automation
ManageEngine SupportCenter Plus
Map My Customers
MavSocial
MaxCustomer
Maximizer CRM
MDidentity
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Medallia
Membrain
Metaal CRM
Mi9 Retail Suite
Mia
Money Advice + CRM
Morph.ai
Mortgage Quest
Mothernode CRM
MoxiWorks
MyBusiness
myphoner
NABD System
Nagios Network Analyzer
Nagios XI
nanoRep
NAVIS Suite
Nerdio
Net-Results
NetHelpDesk
NewVoiceMedia
NGChat
NHANCENOW
NiceJob
Nickelled
Nimble
NutriAdmin
Nutshell
Nuvi
OASIS by IntelliTek
odoo CRM
OfficeClip Contact Management
Okout CRM
Oktopost
OMNITRACKER
OnContact CRM 7
One Tap Check-In
OnePageCRM
OneSource
OnSite CRM
ONTRAPORT
OpenCRM
OptifiNow Sales Process Automation
Optimo VENUE & SPACE
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MANAGEMENT
Oracle Contact Center Anywhere
Oracle CX
Oracle E-Business Suite
Oracle Marketing Cloud
Oracle NetSuite
Oracle PeopleSoft Enterprise HelpDesk
Oracle Sales Cloud
Oracle Siebel CRM
OrangeCRM
Orax SDI
OroCRM
OutboundEngine
Outbrain Amplify
Outseta
Parature
PayPanther
Pega CRM
PeopleSoft CRM
PeopleVine
Pepperi Mobile CRM
PipeCycle
Pipeliner CRM
Pivotal CRM
Planner Dale
PlanPlus Online
PlayMaker CRM
PMAM CRM
Pobuca
Prezly
Priority Software
Profitx
Project-SalesAchiever
Prolifiq
PROMYS
Propeller CRM
Prophet CRM
ProProfs Chat
ProProfs Knowledge Base
PropSpace
ProspectSoft CRM Software
Provide Support
Qgiv
Qualifio
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Qualityze Suite
QuestBack Enterprise Feedback Suite
QuickDesk
Quiddity
Qvidian
Radius
RallyBound
Rannko
ReachEdge
Really Simple Systems
RealSavvy
RealTimeCRM
RealtyJuggler
Realvolve
RealZips Territory Management
Reamaze
RedHorse CRM
RedTail CRM
Referral Maker CRM
RELAY
Relenta
Respacio
Results CRM
Revamp CRM
REVE Chat
Ricochet
Ringio
ROLLER
RunMags
Sage CRM
Salesboom CRM Suite
SalesBox
Salesbox - Sales CRM
SalesExec
Salesforce Community Cloud
Salesforce Foundation
SalesforceIQ
SalesFundaa CRM
Salesfusion
Salesmachine
Salesmanna
Salesnet CRM
SalesNexus
SalesOutlook CRM
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SalesPredict
SalesSeek
Salestools.io
Saleswah CRM
SalesWare
SalezShark
Salpo CRM
SAM
SAP Beyond CRM
SAP C/4HANA
SAP Digital CRM
SAP Hybris
SAS Customer Intelligence
SatuitCRM
Savii Care
Scoro CRM & Quoting
Sellsy
ServeCircle
Service Pro by MSI Data
Service007 CRM
ServiceMax
ServiceNow Express
ServiceWise
Setshape.com
SevenRooms
ShareNet Asset Management
SilkStart
Silverpop
simpleview CRM
Simplicity CRM
SimplyCast
Sitecore Experience Platform
Skyward CRM
SMARTASSISTANT
SmarterTrack
SmartFunnel
SmartOffice
Smartsupp live chat
SMhack
Social Board
Social Media Wall
Socialbakers Analytics Plus
Socious Online Community
Soffront CRM
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Sortd for Sales
Spark New Home Sales Software
Spin CRM
Spoke
SPOTIO
Springboard Retail
StreetSmart
Subivi
SugarCRM
Sugester
SuiteCRM
SuperOffice
Supportbench
Surefyre
Survaider
Survicate
SutiCRM
SWELLEnterprise
Symantec ServiceDesk
Tactile CRM
Tagove
Talisma CRM
Tall Emu
TaxiMobility
TeamDesk
TeamHeadquarters
Teamleader
Telax Hosted Call Center
Tele-Support HelpDesk
Telenotes CRM
The Databank
The HindSite Solution
Thryv
Tivoli Service Request Manager
Toonimo
Total Network Inventory
Totally Mobile Office CRM
TOTUS
TRACK Pulse
Tracker
Tracks
TrackVia
Truechat
Tubular
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uberVU
update.CRM
UPilot
UserEngage
UseResponse
Userlane
UserVoice Help Desk
USU Knowledge Center
UXPRESSIA
Veeva CRM
Velaro Live Chat
Velocify
VenueLytics
Vergify
Vertafore Pipeline Manager
VeryConnect Suite
Viabl
Viraltag
Virtuous
Vision Helpdesk
VisitLead
Vivantio Pro
Vizor License Manager
VMS Software Solutions Suite
Vocalcom
Voiptime
Vymo
WakeUpSales
Wasp Inventory Control
Watcheezy
WCN Talent Acquisition Suite
Web Tracks
webCRM
WebQA
WebsiteAlive
Weclapp Cloud CRM
WinWeb Cloud ERP
Woop
Workbooks
WORKetc
workXmate CRM
WorldCard Team
Yekaliva
You Don’t Need a CRM!
24
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
25
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.