Software Advice has helped thousands of businesses choose the right CRM software to better manage and monetize their customer relationships. How does it work?

CRM Software


Sort by:
 
Sort by:
 
Salesforce.com logo
 
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
Rating:            (4492)
Rating:
        (4492)
Price:
Advisor Recommendations:
439
Platforms:
Deployment:
Business Size:
S
M
L
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
 
Infusionsoft logo
 
Infusionsoft is a cloud-based sales and marketing platform that brings Customer Relationship Management (CRM), Marketing Automation, and E-Commerce together in one centralized system, so small businesses can deliver personalized sales... Read More
Rating:            (400)
Rating:
        (400)
Price:
Advisor Recommendations:
437
Platforms:
Deployment:
Business Size:
S
M
L
Infusionsoft is a cloud-based sales and marketing platform that brings Customer Relationship Management (CRM), Marketing Automation, and E-Commerce together in one centralized system, so small businesses can deliver personalized sales... Read More
 
Results CRM logo
 
Results CRM is a software solution designed for small and midsize enterprise customers. It offers sales automation, project management, service orders and billing management within the suite. It is available for both Web-based and... Read More
Rating:            (11)
Rating:
        (11)
Price:
Advisor Recommendations:
337
Platforms:
Deployment:
Business Size:
S
M
L
Results CRM is a software solution designed for small and midsize enterprise customers. It offers sales automation, project management, service orders and billing management within the suite. It is available for both Web-based and... Read More
 
HubSpot CRM logo
 
With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read More
Rating:            (663)
Rating:
        (663)
Price:
Advisor Recommendations:
319
Platforms:
Deployment:
Business Size:
S
M
L
With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read More
 
ProsperWorks CRM logo
 
ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More
Rating:            (168)
Rating:
        (168)
Price:
Advisor Recommendations:
208
Platforms:
Deployment:
Business Size:
S
M
L
ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More

Call us for a free FastStart Consultation: +27 87 550 3493


 
NetSuite logo
 
NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, manufacturing,... Read More
Rating:            (140)
Rating:
        (140)
Price:
Advisor Recommendations:
138
Platforms:
Deployment:
Business Size:
S
M
L
NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, manufacturing,... Read More
 
Base logo
 
Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
Rating:            (70)
Rating:
        (70)
Price:
Advisor Recommendations:
121
Platforms:
Deployment:
Business Size:
S
M
L
Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
 
Chime logo
 
Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
Rating:            (14)
Rating:
        (14)
Price:
Advisor Recommendations:
106
Platforms:
Deployment:
Business Size:
S
M
L
Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
 
Less Annoying CRM logo
 
Less Annoying CRM is a customer relationship management solution that caters to the needs of small businesses. It offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information,... Read More
Rating:            (217)
Rating:
       (217)
Price:
Advisor Recommendations:
84
Platforms:
Deployment:
Business Size:
S
M
L
Less Annoying CRM is a customer relationship management solution that caters to the needs of small businesses. It offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information,... Read More
 
Insightly logo
 
Insightly CRM provides businesses with a way to manage projects and track contacts, communications, sales, projects, tasks and documents in a single platform. It is available via the Web and on mobile devices. Designed to integrate... Read More
Rating:            (193)
Rating:
        (193)
Price:
Advisor Recommendations:
80
Platforms:
Deployment:
Business Size:
S
M
L
Insightly CRM provides businesses with a way to manage projects and track contacts, communications, sales, projects, tasks and documents in a single platform. It is available via the Web and on mobile devices. Designed to integrate... Read More

Call us for a free FastStart Consultation: +27 87 550 3493


 
Claritysoft logo
 
Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
Rating:            (32)
Rating:
        (32)
Price:
Advisor Recommendations:
49
Platforms:
Deployment:
Business Size:
S
M
L
Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
 
amoCRM logo
 
amoCRM’s sales management service is a web based platform available anywhere with an Internet connection. Users of the system can manage their pipeline, sales team and receive analytic feedback and reports. In addition, users can... Read More
Rating:            (48)
Rating:
       (48)
Price:
Advisor Recommendations:
44
Platforms:
Deployment:
Business Size:
S
M
L
amoCRM’s sales management service is a web based platform available anywhere with an Internet connection. Users of the system can manage their pipeline, sales team and receive analytic feedback and reports. In addition, users can... Read More
 
BoomTown logo
 
Boomtown provides marketing and sales automation solutions for the real estate industry. Through Boomtown, brokers can select and customize a lead generation website, track and nurture leads, and monitor team success and sales. The... Read More
Rating:            (60)
Rating:
       (60)
Price:
Advisor Recommendations:
36
Platforms:
Deployment:
Business Size:
S
M
L
Boomtown provides marketing and sales automation solutions for the real estate industry. Through Boomtown, brokers can select and customize a lead generation website, track and nurture leads, and monitor team success and sales. The... Read More
 
bpm'online CRM logo
 
Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
Rating:            (64)
Rating:
       (64)
Price:
Advisor Recommendations:
26
Platforms:
Deployment:
Business Size:
S
M
L
Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
 
BNTouch Mortgage CRM logo
 
BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More
Rating:            (12)
Rating:
        (12)
Price:
Advisor Recommendations:
24
Platforms:
Deployment:
Business Size:
S
M
L
BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More

Call us for a free FastStart Consultation: +27 87 550 3493


 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
Rating:            (32)
Rating:
        (32)
Price:
Advisor Recommendations:
18
Platforms:
Deployment:
Business Size:
S
M
L
SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
 
LeadMaster logo
 
LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More
Rating:            (28)
Rating:
        (28)
Price:
Advisor Recommendations:
17
Platforms:
Deployment:
Business Size:
S
M
L
LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
Rating:            (228)
Rating:
        (228)
Price:
Advisor Recommendations:
15
Platforms:
Deployment:
Business Size:
S
M
L
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
Freshsales logo
 
Freshsales is a sales automation solution offering multi-platform capabilities including a native app for iPhone and iPad.  Included in the system is a one-click phone; no additional hardware or software is needed to use this feature.... Read More
Rating:            (36)
Rating:
        (36)
Price:
Advisor Recommendations:
15
Platforms:
Deployment:
Business Size:
S
M
L
Freshsales is a sales automation solution offering multi-platform capabilities including a native app for iPhone and iPad.  Included in the system is a one-click phone; no additional hardware or software is needed to use this feature.... Read More
 
OnContact CRM logo
 
OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact center... Read More
Rating:            (7)
Rating:
        (7)
Price:
Advisor Recommendations:
14
Platforms:
Deployment:
Business Size:
S
M
L
OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact center... Read More

View More Products
 

FrontRunners for Customer Relationship Management, August 2017

Powered by Gartner Methodology

What Is the FrontRunners Quadrant?

A Graphic of the Top-Performing Customer Relationship Management Management Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 1,000 Customer Relationship Management Management products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?

Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
  •  
  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
  •  
  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
  •  
  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? 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 4.0 and a minimum value user rating score of 4.0. 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.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, a CRM product in the Leaders quadrant may feature a robust set of contact management functions that will be applicable to a broad array of businesses, while a product in the Contenders quadrant might focus more specifically on one capability, such as interaction tracking.

You can download the full FrontRunners for Customer Relationship Management report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?

Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 20 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, all CRM products must feature contact management, interaction tracking and lead management capability, as well as some combination of email campaign support, workflow automation, forecasting/reporting, call center management and/or customer support.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?

Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?

Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.

Runners Up

Providers listed as Runners Up were considered for 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.

10to8
1Channel
1CRM
360 Campaigner
360 Enterprise Suite
360 WiFi Marketing
3CLogic - CRM
8x8
90degree Team Task
Aavaz
Accelevents
Accelo CRM
Act! eMarketing
Act! Premium
Act! Pro
ACTIVE Network
ActiveConversion
ActiveDEMAND
AcuityCRM
Acumatica Cloud ERP
ADAPTcrm
AddressTwo
ADIOS Business Suite
Adobe Marketing Cloud
Adomi CRM
AdRoll
Adxstudio Portals
AGENCY EXPERT
AgencyBloc
Agent Manager
AgentCubed
Agile Ticketing
Agiloft
Aicon CRM
AireContact
Airtable
Akkroo
Akti
Allbound
AllProWebTools
aMember Pro
Ameyo
Amity
Amphis Customer
AmpliFund
Anaplan
Answerbase
AnswerHub
Aplicor 3C
Appointment-Plus
Appointy
AppShore
APTEAN CRM
Apttus CPQ
AquaCRM
Artesian
Ascend - Physician Relationship Management System
Ascente
Aspect Unified IP
Aspect Zipwire
Asset Panda
AssetStudio
Assimilate
Assyst System
Atemis CRM
atEvent
Attendease
Attendify
Autofy
Autom8 Enterprise
Automated Lead Funnel
Automational - CRM
Autopilot
AutoRaptor CRM
Auvik for MSPs
Avature CRM
Avention for Sales
Aviso
AWeber
Axiom Sales Manager
Azurepath
Batchbook
baxus
Belly
BigContacts
BigWave
billage
Billing System
Bitochon CRM
Bitrix24
BizAutomation
Bizible
Bizns CRM
Bizom
Bizzy
Black ICE CRM
Blitz
Bloomerang
Bloomfire
BlueCamroo
Bluwave CRM
BNTouch
BOARD
boberdoo
bookatonce
Boomset
BoomTown
Boomtrain
Borneosoft Online Forms & CRM
Brand Embassy
BrandMaker
Brandwatch
Breadcrumb
Bright Pattern Contact Center
BrightInfo
BriteBiz
Bronto Marketing Platform
Buffer
Bullhorn CRM
Business Plan Pro
Business Plus Accounting Hotel
BusinessMan CRM/ERP
BuzzFlow
bxp software
C2 ATOM
C2CRM
CA Service Desk Manager
CallidusCloud CPQ
CallPro CRM
CallProof
Campaigner
Canary AMS
Capsule
Captavi Platform
Casengo
Cashier Live
Caspio
Caterease
Cayzu
CentralStationCRM
CG Service Desk
ChamberMaster
ChangeGear
ChannelOnline
CharityEngine
ChaseData Call Center
Checkfront
CheckMarket
Cherwell Service Management
Child Care CRM
Chime CRM
Cincom CPQ
Cincom Synchrony
CircleBack
Cirrus Insight
CiviCRM
Claritysoft CRM
CleanCRM
Clearbit
ClearSlide
CleverTap
Clevertim
Click2Coach
ClickDesk
ClickDimensions
ClickHook
Clicktools
Client Heartbeat
Cliently
ClientSpace
ClinchPad
Cloud9
CloudCherry
CloudYogi CRM
Clover
CMNTY (Community) Platform
Cobblestone
Colabo
CollabSpot
Collect Loyalty
Comidor
CommuniGator
CompanyHub
COMPLETExRM
Composity
ConEst IntelliBid
Configio
ConnectWise
Consected
Constant Contact
Contactability
ContactOffice Online Collaboration Suite
contactSPACE
Contactually
Contactzilla
Contract Logix
Contractor's Cloud
ConvergeHub
Conversica automated sales assistant
Conversocial
Converve
Cool Life CRM
Core Commissions
Cosential
Cosmos CRM
Cosmos Integrated Marketing Portal
Costpoint 7
Count Me In
Countr
Covve
Cratio CRM
Crazy Call
CRM by AutoVu Solutions
Crm on clouds
CRMlet
CRMnext
CRMPRO
CustomAnswers
CustomerSure
CVenture
CXM
Cydec
Data.com Contacts
Data2CRM.Migration
databowl
Dataforma
Datahug
dataIDEAL
Daxko Engage
DealCloud
Delivra
Demandforce
Desk.com
Deskera CRM
Deskero
Deskgod
devContact
Diamond Relations CRM
DirectIQ
DiscoverOrg
Doctorbase
Dolibarr ERP & CRM
Dolphin by Dolphin Dynamics
Doodle
Doxim CRM
DSS
Dub InterViewer
DupeCatcher
DW Event
DYL Lead Manager
Easy Insight
EasyGrouper
EBSuite
eClincher
Ecount ERP
Ecquire
edrone
Efficient Address Book Network
Efficy CRM
ELEAD1ONE
eLEADS
Elements CRM
Email List Verify
eMaximation
Envoke
Envoy
eOrder Sales App
Epos Now
ERP-ONE
Erpisto
eSalesTrack CRM
eServiceIntelligenceCRM
eSpatial
EspoCRM
eStudio
eTapestry
etouches
eTrigue DemandCenter
Evercontact
Everest
Evergage
EverThere
eWay-CRM
Experiture
Exponea
Exsalerate CRM
Exware Association Management
ExxpertApps
eZnet CRM
FACS
Falcon Social
FareHarbor
Faveo Helpdesk
Feedback Lite
Feedbackstr
FieldForce
FieldLocate
FieldPower
FieldService360
FileInvite
Finaeo
FindThatLead
Firefish
FIT | IssueTrack
Five9 Virtual Contact Center
FiveStars
Fleetmatics Work
FlexBooker
Float Cash Flow
FocalScope
Focus Contact Center
FollowUp Power
FoodZaps
ForceManager
Form.com
FranConnect Franchise Software
Freshdesk
FreshOffice
Freshsales
Freshservice
Front Desk
FrontSpin
Full Slate
FullContact
Function Point
FuseDesk
Futurelabs CRM
Gainsight
Genoo
Geos CRM
Get Satisfaction
GetFeedback
GetScorecard
Gigya
GleanView
GlobiMail for Podio
GMDH Shell
GoldMine Premium
Gopher Leads
GoSquared
GoToAssist
GrayFOS
GreenRope
Grenadine Events
Gro CRM
Grow in Cloud
Growlabs
GruupMeet
GuestList
Handshake
HappyFox
Harmony PSA
Hatchbuck
Haystack
Higher Logic
Honcho CRM
Honeybee
Hotline
HTS Monkey CRM
HyperOffice
HyperTeam CRM for Office 365
i-linked
ICE
icomplete CRM
iContact Email Marketing
If No Reply
IFS Applications
iLeads
Impel
InBoundio
inboundli
IncidentMonitor
inContact Cloud Contact Center
iNexus
InfoFlo
Infor CRM
Infor Customer Experience Suite
InfoServ
Infusionsoft
InGenius
InitLive
Inside Sales Box
InsideSales.com
InsideView
Insightly
InStream
Interakt
Interceptum
InTouch
InvGate Service Desk
InviteManager
Invoca
Inzant Sales
ipercepts iCRM
iPlanner.NET
iPresso
iSEEit
Issuetrak
Iterable
itracEMS
iVend Retail
iVvy Event Management
IXACT Contact
iZettle
JDisc Discovery
JIRA Service Desk
Jive-n
Jobber
JobFLEX
JobNimbus
Justphonebook
Justuno
KANA Express
Kapost
Kapture CRM
karmaCRM
Kayako
KEA
kintone
KiteDesk
Kixie
Klik
KnowledgeOwl
Kounta
KronoDesk
KulaHub
LANDESK Service Desk
Lansweeper
Lasso CRM
Launchcloud
Launchpad Marketing Cloud
Lead Assign
Lead Capsule
Lead Follow-Up
Lead Forensics
Lead Liaison
Lead Wrench
Lead Zeppelin
Lead2Account
Leadberry
LeadBoxer
LeadByte
LeadCARE
LeadExec
Leadfeeder
Leadfox
LeadFuze
LeadLander
LeadMaster
LeaDNA
LeadPages
LeadPro Lead Management
LEADR
LeadRocket
Leads 365
Leads2Me
LeadsLite
Leadspace
LeadSparrow
LeadSquared
LeadTrac
LEADTRACK Software
Legrand CRM
Lexicata
Libra OnDemand Hospitality Management System
LIID for Salesforce
Lime Light CRM
LinkPoint Connect
LinkTrust
List Master CRM
Little Green Light
LiveAgent
LiveEngage
LiveHelpNow Suite
LiveHive
LivePlan
Livestorm
LoginRadius
Loyal Zoo
Lucep
Lumo Flow
Lunar CRM
Lynkos
Magentrix Customer and Partner Portals
MagHub
Magna Timeshare Software
MailChimp
Mailigen
ManageEngine ServiceDesk Plus
ManageEngine SupportCenter Plus
MangoApps
ManyContacts
Map Business Online
Marketing Essentials
Marketing Optimizer
Marketplace
MarketSharp
Maropost Marketing Cloud
Masterdigm CRM
Mautic
Maximizer CRM
Medallia
MemberClicks
MemberLeap
MemberPlanet
MemberZone
Membrain
MeraCRM
Merchant Account Solutions
Metaphor Contact Center
Method CRM
MICROS iCare
Microsoft Bookings
Microsoft Dynamics 365 for Sales
Mila
MLeads
Mobilize
Mogo CRM
Mojo Help Desk
Moonicorn
Mortgage Quest
Mothernode CRM
Mothernode Marketer Edition
Movegistics CRM
My eToolbox
My Sales Dialer
MyAppointments
MyBusiness
MyConversionBrain
myphoner
mySurveyLab.com
MYT SaaS
MyTime
NABD System
nanoRep
NapoleonCat
NationBuilder
NeonCRM
Net-Results
NetHunt CRM
NetSuite - Retail
NetSuite CRM+
Network Leads LMS
NewVoiceMedia
Nextiva Call Center
Nickelled
Nitrogen
Novi Survey
NOWTIS
Nutshell
NVOLV
OASIS
Octiv
Odoo CRM
Odyssee Service Software
Oempro
OfficeBooks
OfficeClip Contact Management
Olark
Omniprise
OMNITRACKER
On Demand CRM
OnContact CRM
OnePageCRM
OneSource
OneUp
OnSchedule
ONTRAPORT
openCRX
Opphound
Oprius
OptifiNow Sales Process Automation
Optify
Optinize
Oracle Contact Center Anywhere
Oracle CPQ Cloud
Oracle CRM On Demand
Oracle CX
Oracle E-Business Suite
Oracle JD Edwards
Oracle Marketing Cloud
Oracle Responsys
Oracle Sales Cloud
Oracle Siebel CRM
Orax SDI
OroCRM
OutboundEngine
Outreach
OutreachCRM
OvationTix
Oxygen CRM
Parature
Pardot Marketing Automation
PayPanther
Peek PRO Tour Operator Software
Pega CRM
PeopleSoft CRM
PeopleVine
Pepperi
Percolate
Perenso
PerfectMind
PersistIQ
Personal Dialer
PharmaCODE
PHC FX
PhoneCall
Picatic
PieSync
PIMS Dialer
Pingboard
PipeCandy
Pipeline Manager
Pipeliner CRM
PlanGuru
Planner Dale
PlanPlus Online
Planyo
Platformax
PlayMaker CRM
Ploiter
Plumb5
PMAM CRM
Pocketbiz
Post Planner
Practice Ignition
Predictive Dialer by Innitel
Preferred Patron
PremierWireless
PRIAM ERP/CRM
Priority Software
Project-SalesAchiever
ProjectionHub
Prolocus CRM
PROMYS
Propeller CRM
Propertybase
Prophecy
PropSpace
ProSel
Prospect Sleuth CRM
Prospectify
Provide Support
PSMP 2.0
Publitrac
Pulse 24/7
Pulseway
Punchpass
Push It
Q-GPS
Qgiv
Qhub
QlikSense
Qualaroo
Qualtrics
Quetzal
QuickBase
QuickTapSurvey
Quote Roller
Qvidian
QZZR
Radium CRM
Radius
Rainbow CRM
RainMaker
Raiser's Edge NXT
RallyBound
Raw CRM
RAYNET CRM
ReachEdge
Really Simple Systems
RedHorse CRM
Referral Maker CRM
REfindly CRM
Reflect CRM Software
Regiondo Pro
RelateIQ
Remedy 9
Remedyforce
RepairShopr
Reply
Repsly
Resco Mobile CRM
ReServe Interactive
Results CRM
REthink Real Estate CRM
Revamp CRM
Revegy
RevenuPath
Rezdy
Rezgo
Ricochet
RightHello
RightNow CX
RingCentral
Ringio
Rollio
Routzy
rsvpBOOK
RunIt RealTime
RunMags
Saarif CRM
Sage CRM
SailPlay Loyalty
Sales Genii
Sales Navigator
Sales Rabbit
sales-i
SalesBabu CRM
Salesboom Automotive CRM
Salesbox
SalesChoice
SalesCRM+
SalesExec
Salesflare
Salesforce Analytics Cloud
Salesforce Foundation
Salesforce Marketing Cloud
SalesForce Service Cloud
SalesforceIQ
SalesFox
Salesfusion
SalesLoft
Salesmachine
Salesmate
Salesnet CRM
SalesNOW
SalesOptimize
SalesOutlook CRM
SalesPad GP
SalesPredict
SalesSeek
salestar
Salestools.io
SalesTrack
Salestrakr CRM
SalesWings
Saleswit Pinnate
SalezShark
Salpo CRM
Salsa CRM
SanityOS
SAP Business One
SAP CRM
SAP Digital CRM
SAP Hybris
Sapaad
Savii Care
SAVO Smarter Engagement
Schedule it
Schedulicity
Schedulista
Scorebuddy
Scoro
ScribbleLive
SeatAdvisor Box Office (SABO)
Sellf CRM
Sellsy
SendinBlue
SendPulse
SEO Web Analyst
Service Pro by MSI Data
Service Skeds
ServiceNow
ServiceTonic
ServiceTrade
ServiceWise
SetMore
Setster
Sextant CRM
Shared Contacts for Gmail
SharpSpring
Sheep
SherpaDesk
ShopKeep
ShoWare
Silent Auction Pro
SilkStart
Silverpop
simpleview CRM
Simplicity CRM
SimplyCast
simplyCT All-in-One Virtual Call Center
Sitecore Experience Platform
SiteMinder
Skedda Bookings
SkuBrain
Skyward CRM
Sleeknote
Slemma
SlickPie
Smalution CRM
Smart Audit Interactif (SAI)
Smart CPQ
Smart Queue
SmarterSMB
SmartFunnel
SmartOffice
SmartSupport
SmartSurvey
Smarty
SnapEngage
Snapforce CRM
Snitcher
Sobia Canyon
Socious Online Community
Socket
Soffront CRM
SoftVu
SoGoSurvey
Solgari
Solve CRM
SoulCRM
SpiceCSM
Spiceworks
SPOTIO
Springboard Retail
Sprinklr
SprinxCRM
Square Appointments
STACK CRM
StarChapter
Stemcounter.com
StreetSmart
StyleSeat
SugarCRM
Sugester
SuiteCRM
Sumac
Sunbird DCIM
Suntico
SuperOffice CRM
SuperSaaS Appointment Schedule
SupportSync
Survata
Survey Anyplace
SurveyGizmo
SurveyMonkey
Survicate
Survmetrics
Survs
Sweet Tooth
SynergySuite
SYNTHESYS
SysAid
System Bookings
Tagove
Talisma CRM
Talkdesk
Tall Emu CRM
TapMango
Team Dialer
TeamHeadquarters
Teamleader
Teamwork Retail
Teckst
Telax Hosted Call Center
Telenotes CRM
Telogis Workplan
Tenfold Sales Dialer
Teradata Integrated Marketing Cloud
The Databank
The Fish Tank
The HindSite Solution
The Loyalty Box
TheOfferMachine.com
ThunderTix
Timberlake AMS Solutions
TimeCenter
Timely
TimeTap
TIMIFY
Tix
todo.vu
Toolyt SFA
Toonimo
TOP PRODUCER
Topbin
Totango
TourCMS
Trace My Lead
TRACK Pulse
Tracker
TrackerRMS
TrackGo
TrackVia
Traction Complete
Transwide
TrekkSoft
TriumphCRM
Trumpia 2.0
Tubular
Typeform
UGRU
Ultra-Staff Software
Ungerboeck Software
Unica IBM
update.CRM
UPilot
UserEngage
UseResponse
UserVoice
VanillaSoft Sales CRM Software
Vantage Integrated Production (VIP)
Veeva CRM
VeltrodSFA
Vena
Vendavo Power & Risk
VendHQ
VeriShow
Verlocal Pro
Vi-Pro MIS
Vibe
viCloning
Vipor CRM
Virgosys SFA
Virtuous
Visibook
VisionFlow
VisitorTrack
Vista by Viewpoint
Vitalblocks CRM
Vivantio Pro
Vivocha
VMS Software Solutions Suite
Vocalcom Cloud Contact Center
Voicent Call Center CRM
Vtiger CRM
W3B CRM
WakeUpSales
WalkMe
Wasp Inventory Control
WE Prospect
Web Suite Pro
Web+Center
webCRM
WebLink Connect
WebMerge
WhatConverts
Whatfix
WhenNow
Whisbi
Winds CRM
Wintac Service Contractor Suite
WinWeb Cloud CRMQ
WiredContact Enterprise
Wishpond
Woodpecker
Workbooks CRM
WorkflowMax
Worldsoft Business Suite
X
Xactly Incent Express
XING Events
Xola Booking and Marketing System
XRM Webkit
XSellco Fusion
Xtremepush
Yesware
Yetiforce
Yonyx
Yooba Sales Enablement
Yotpo
Zenbership
ZenMaid Software
ZeyOS
Zing Checkout
Zingtree
Zodiac.NET
Zoho Assist
Zoho ContactManager
Zoho SalesIQ
Zoho Support
Zoho Survey
ZOZI Advance
Zurmo

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: November 8, 2017


Customer relationship management (CRM) is the process of managing an organization’s interactions throughout the entire customer life cycle. CRM software applications support the automation of these processes and best practices. Watch the 60-second video below to see CRM software functions and benefits in action.

 

Note: This page focuses on general CRM systems. If you're looking for customer service-oriented software, check out our guide here.

An Overview of CRM Software

CRM systems vary widely in capabilities, pricing and underlying technology, from basic contact management to sophisticated enterprise suites for sales, service and marketing, to platforms that foster customer connections. Moreover, the market includes industry-specific CRM solutions (e.g., real estate or pharmaceutical sales) and best-of-breed solutions for specific CRM functions (e.g., field service or help desk).

We developed this guide to complement our CRM reviews. The following sections will help potential purchasers find the best customer relationship management software package for their business:

Here’s what we’ll cover:

What Is CRM Software?
A Comparison of Top CRM Solutions
CRM in Action: A Use Case
Common Functionality of CRM Software
Market Trends to Understand
Pricing: Web-Based vs. On-Premise
Recent Events You Should Know About

What Is CRM Software?

The primary purpose of CRM software, sometimes known as contact management software, is to consolidate customer information into one repository, so users can better organize and manage relationships. Additionally, these applications automate common processes and provide tools for monitoring performance and productivity. Systems vary, but the best CRM software will include at least the following four core functions:

Customer data management. Most products provide a searchable database to store customer information (such as contact information) and relevant documents (such as sales proposals and contracts). While most general CRMs offer this functionality, it can also be incorporated into other industry-specific systems. For example, customer management is a core component of salon management software, which is described in more detail here

Interaction tracking. These systems document conversations held by phone, in person, through live chat, email or other channels. These interactions can be logged manually, or automated with phone and email system integrations. Depending on the product, some systems can also track interactions on Facebook, Twitter and other social platforms.

Workflow automation. This standardizes business processes, usually through a combination of task lists, calendars, alerts and templates. Once a task is checked off as complete, for example, the system might automatically set a task for the next step in the process.

Reporting. Management can use these CRM tools to track performance and productivity based on activities logged in the CRM system—for instance, how many new contacts were added to the database that day, or how much revenue was generated. These tools can also be used for forecasting, such as for the next-quarter sales pipeline.

A Comparison of Top CRM Solutions

There are many popular CRM solutions on the market, and it can be hard to understand what distinguishes one product from another and which is right for you. To help you better understand how the top CRM systems stack up against one another, we created a series of side-by-side product comparison pages that break down the details of what each solution offers in terms of pricing, applications, ease of use, support and more:

Top Salesforce Comparisons

Top Infusionsoft Comparisons

Top Hubspot Comparisons

Top Marketo Comparisons

Top Pipedrive CRM Comparisons

CRM in Action: A Use Case

Let’s say you currently store customer contact information in Excel spreadsheets, appointments in a calendar and files in Dropbox, Google Drive or another document management tool. When someone calls, you have to toggle between each of these tools to figure out whether they’re a prospect or existing customer. Worse, you don’t immediately know if they’ve spoken to anyone else in your company. Past interactions might be trapped in someone’s inbox, paper notes or only in employees' memories.

Depending on where this caller is in the customer life cycle, not having this information in one place can lengthen their time to conversion, limit return sale possibilities or slow issue resolution.

If you had automation software in this scenario, you could simply pull up that account and see every meeting, phone or email conversation you or your team has ever had with that person, as well as past agreements and marketing materials sent. You might also see, for example, a contract attached to that opportunity that’s awaiting signature and a task for one of your sales reps to follow up. So you transfer the call.

Swiftpage_Act_Dashboard

A contact profile in Swiftpage ACT!

After the sales rep hangs up with the contact, he might close the task to follow up, then pick the next step in the process from a dropdown menu: “Did they return the contract?” The due date for this task is set for the next day, when the rep will receive an alert to follow up if the agreement isn’t returned.

You can see how this alternative scenario increases efficiency and productivity. And it prevents important activities from falling through the cracks. Managers benefit, too, by having ready access to reports that show key performance metrics and progress toward goals.

Infor CRM Welcome

Reporting dashboard in Infor CRM

This scenario described core functionality, but these technologies are also widely used in a broad range of CRM applications. Below is a brief explanation of each of these application types.

Common Functionality of CRM Software

When comparing CRM software solutions, it’s important to understand the functionality included in each. The most common functions in this type of software are listed in the table below:

Marketing Integration Lead management (including tools for lead generation, scoring and nurturing), email and event marketing, landing pages, Web and marketing analytics tools and campaign management.
Sales force automation Contact and opportunity management, workflow automation, territory management, sales forecasting, pipeline analysis and reporting.
Customer service & support Trouble ticketing, knowledge management and knowledge base systems, self-service solutions, case management, customer experience platforms, live chat and surveys.
Field service management Dispatching, scheduling, invoicing, inventory management and order management.
Call center automation Call routing, recording and monitoring; load balancing, call list management, autodialing, scripting, computer telephony integration (CTI) and interactive voice response (IVR).
Help desk automation Trouble ticketing, knowledge management, self-service, IT asset management, network management, service level agreement (SLA) management and remote control.
Channel management Lead and contact management, partner portals, partner relationship management and market development funds management.

Market Trends to Understand

As you compare CRM software, it’s important you keep the following industry trends in mind. 

Social CRM. The biggest trend is the convergence of customer relationship management and social networking technologies, loosely referred to as “Social CRM.” In fact, five top industry analysts have predicted this trend as having the biggest impact on how customer tracking software programs evolves.

Today, this intersection of social and client management software can be as simple as adding Facebook data to customer profiles. Or it can be more complex, with niche social media analytics products that tap into social APIs and generate leads, mine for customer sentiment or traffic and prioritize social customer service requests.

Radian6_Social_Dashboard

An example of a social media stream with contact details from Radian6

Mobile CRM. Mobile applications for customer relationship management are becoming increasingly sophisticated and popular. These tools don’t just port functions to a mobile interface—top CRM software vendors will offer apps that leverage the unique capabilities of mobile devices, such as GPS and voice (click here for a more detailed description of common iPad CRM features).

An outside sales rep could, for example, pull up a map of their current location and see pinpoints for accounts in that area. Or, a customer service rep might have the ability to speak a query into their mobile app, rather than try and type everything out on a tiny smartphone keyboard.

Pricing: Web-Based vs. On-Premise

In 1999, Salesforce.com entered the market as the first major player in the Software-as-a-Service (SaaS) CRM space. Today, a majority of CRM products—particularly those built for small businesses—are now SaaS solutions, though on-premise options still exist. The deployment method you choose should be a key consideration when conducting your CRM software comparison. Pricing between these two models usually (but not always) differs in the following ways:

  • Cloud-based software, also called Software-as-a-Service (SaaS), is typically priced on a subscription basis determined by the number of “seats” (sales reps, support agents, field technicians etc. who need to access the software). This type of software is housed off-site on servers managed by the software company. Because the software is delivered in a Web-browser, it can be a great option for Mac-based offices. For additional details on Mac CRM options, visit this guide.
  • On-premise customer management systems usually require purchasing a perpetual license upfront, with no recurring subscription cost. But users might also pay additionally for upgrades, customizations or maintenance. This software is housed on the buyers’ servers.

Recent Events You Should Know About

Everstone acquires C3. In October 2016, Indian equity fund Everstone Capital, along with co-investor Sunrise BPO, acquired US-based CRM solutions provider C3 (Customer Contact Channels) in a deal worth USD 150 million.

Freshdesk acquires Pipemonk. In January 2017, major CRM vendor Freshdesk bought Bangalore-based startup Pipemonk (which helps companies move data between cloud platforms) for an undisclosed amount.

Gartner notes CRM software market grew 12.3 percent. In May 2016, Julian Pouter, research director at Gartner, noted that the greater than 30 notable CRM acquisitions from 2015 had led to a 12.3 percent growth in the market.

Free Download:
CRM Software Pricing Guide

Free Download:
How to Assess CRM Vendors' Viability

How it Works

We match organizations with software that meets their needs.

Our service is simple and 100% free to customers like you because software vendors pay us when we connect them with quality leads. You save time and get great advice. Vendors get great referrals. It's a win for everyone!

Call now for advice: +27 87 550 3493
Software Advice Advisors
×