Crowd-sourced CRM Rankings Released

Inside-CRM 5 days ago | Comments (0)

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Start-up crowdsourcing software review website G2 Crowd released an updated list of the best and worst performing CRM vendors based on customer reviews. G2 Crowd's Grid for CRM ranks 22 products based on nearly 1,500 ratings and reviews from CRM users.

Salesforce CRM and Microsoft Dynamics CRM are in the Leader positions on the because of high user satisfaction and their substantial market share. Salesforce CRM received the most reviews with 300 people weighing in on the venerable service. The company achieved the highest scale score of 88, and received the highest customer satisfaction score (96) among the Leaders.

Ten CRM products were named High Performers, including SugarCRM, Zoho CRM, Nimble, PipelineDeals, and Workbooks CRM. This was based on the companies achieving high customer satisfaction but without the scale of reviews the Leaders enjoyed. 

Workbooks earned the highest customer satisfaction score of 99. WORK[etc] CRM made the Grid for the first time as a High Performer by receiving 13 valid customer reviews. NetSuite CRM, SAP CRM, Oracle Siebel, and Oracle CRM On Demand were named Contenders based on having significant scale and market share, but below-average user satisfaction ratings.

"A key metric for CRM buyers is how quickly they will see a payback from their software investment," says Godard Abel, co-founder and CEO of G2 Crowd, "overall, CRM users are reporting that they achieve ROI in an average of 10 months. Vendors are constantly trying to shorten this timeline for their customers. For smaller vendors, that means focusing on innovative features and critical integrations. In the case of larger vendors, CRM systems are being expanded and enhanced through acquisition and incorporation of complementary software."

Of the more than 110 CRM products listed on the website, the 22 ranked products each received 10 or more ratings and reviews to qualify for inclusion on the Grid. Satisfaction rankings are generated from the 71-question user reviews. Scale is calculated from vendor size, market share, and social impact. Based on a combination of these scores, each software solution is categorized as a Leader, High Performer, Contender, or Niche.

Similar to Yelp! but without advertising, G2 Crowd users can compare products on the Grid by both overall customer satisfaction and by vendor scale and momentum data. In CRM, reviewers also rated specific features such as contact management, pipeline management, and social collaboration features.

About the Author

Now a freelance writer, in a former, not-to-distant life, Allen Bernard was the managing editor of CIOUpdate.com and numerous other technology websites. Since 2000, Allen has written, assigned and edited thousands of articles that focus on intersection of technology and business. As well as content marketing and PR, he now writes for Ziff Davis B2B, CIO.com, the Economist Intelligence Unit and other high-quality publications. Originally from the Boston area Allen now calls Columbus, Ohio home. He can be reached at 614-937-2316 or abernie182 @ gmail.com. Please follow him on Twitter at @allen_bernard1, on Google+ or on Linked In.

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