Upload
hoangkhue
View
219
Download
0
Embed Size (px)
Citation preview
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.
2
Customer Relationship Management Category Report
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.
6
Customer Relationship Management Category Report
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
7
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
3
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
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
4
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
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
5