Upload
others
View
5
Download
0
Embed Size (px)
Citation preview
CONTENTS4678
3353
Introduction
Defining CRM Systems
The Quadrant
CRM FrontRunners Index
Runners Up
Methodology Basics
FRONTRUNNERS9 Pipedrive
10 HubSpot CRM
11 Close.io
12 amoCRM
13 Salesforce
14 Nimble
15 ProsperWorks CRM
16 AgileCRM
17 Microsoft Dynamics 365
18 PipelineDeals
19 Base
20 Velocify
21 iContact
22 Highrise
23 VtigerCRMOnDemand
24 Hatchbuck
25 Daylite for Mac
26 Teamgate
27 Gold-Vision CRM
28 bpm’online
29 LessAnnoyingCRM
30 ONTRAPORT
31 Commence CRM
32 SalesNOW
4F E B R U A R Y 2 0 1 8
INTRODUCTION
This FrontRunners analysis is a data-driven assessment identifying products in the Customer
Relationship Management software market that offer the best capability and value for small businesses. For a given market, products are evaluated and given a score for the capability (x-axis) and value (y-axis) they bring to users. FrontRunners then plots the top 25-30 products in a quadrant format.
In the Customer Relationship Management FrontRunners graphic, the Capability axis starts at 3.20 and ends at 4.60, while the Value axis starts at 3.80 and ends at 4.70.
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 4.1 and a minimum value user rating score of 4.1. 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.
I N T R O D U C T I O N
5F E B R U A R Y 2 0 1 8
Each product falls within a designated quadrant based on their axis scores. Dependent on the specific needs of the software buyer, a product placed in any quadrant category could be a good fit.
QUADRANT CATEGORIES:
» UpperRight=Leaders:Leaders are all-around strong products. They offer the highest value and capability in that market.
» UpperLeft=Masters: Masters may have fewer capabilities, but end users value those capabilities highly. Depending on the functionality needed, a product positioned in the Masters quadrant might be a better option to consider than products positioned in other quadrants.
» LowerRight=Pacesetters: Pacesetters may offer a strong set of capabilities, but are not rated as high on value. For example, a Pacesetter might have a breadth of functionality at a higher price point.
» LowerLeft=Contenders: Contenders are strong-performing products that have not yet achieved the value and capability of the products in the other quadrants. For example, products in this quadrant may be more suited for companies that need more specialized functionality that comes at a price.
6F E B R U A R Y 2 0 1 8
CustomerRelationshipManagement(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 quadrant 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 campaigns,workflowautomation,forecasting/reporting,call center management and/or customer support. In addition, we identify several related features that organizations purchasing a CRM system may also need or wish to consider: channel management, social CRM, document management, landing pages/web forms, lead scoring, list management, marketing automation, product catalog, project management, quotes/proposals, referral tracking and territory management.
DEFINING CRM SYSTEMS
7F E B R U A R Y 2 0 1 8
THE QUADRANT
All products that qualify as FrontRunners are top performing
products in their market.
8F E B R U A R Y 2 0 1 8
CRM FRONTRUNNERS INDEX
9 Pipedrive
10 HubSpot CRM
11 Close.io
12 amoCRM
13 Salesforce
14 Nimble
15 ProsperWorks CRM
16 Agile CRM
17 Microsoft Dynamics 365
18 PipelineDeals
19 Base
20 Velocify
21 iContact
22 Highrise
23 VtigerCRMOnDemand
24 Hatchbuck
25 Daylite for Mac
26 Teamgate
27 Gold-Vision CRM
28 bpm’online
29 Less Annoying CRM
30 ONTRAPORT
31 Commence CRM
32 SalesNOW
9
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDPIPEDRIVE
QUADRANT PLACEMENT: LEADERS
4.62 4.62
4.47 4.60
4.95 4.63
4.90 4.70
5.00 4.90
4.58 4.30
4.70 4.60
4.70
4.30
4.60
10
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDHUBSPOT CRM
QUADRANT PLACEMENT: LEADERS
4.49 4.68
4.38 4.50
4.90 4.87
4.80 4.90
5.00 4.80
4.33 4.80
4.90 4.90
4.90
3.60
3.90
11
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDCLOSE.IO
QUADRANT PLACEMENT: LEADERS
4.33 4.46
4.73 4.76
4.05 4.17
3.80 4.30
4.30 3.70
3.80 4.50
4.30 4.10
3.20
3.70
4.00
12
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDAMOCRM
QUADRANT PLACEMENT: PACESETTERS
4.50 4.07
4.77 4.75
4.30 3.40
4.10 3.90
4.50 2.80
4.18 1.80
3.90 4.00
3.80
4.70
4.30
13
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDSALESFORCE
QUADRANT PLACEMENT: MASTERS
3.82 4.59
4.13 4.17
3.00 5.00
5.00 5.00
1.00 5.00
4.00 5.00
5.00 5.00
5.00
2.00
4.00
14
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDNIMBLE
QUADRANT PLACEMENT: PACESETTERS
4.19 4.19
4.19 4.28
4.75 4.10
4.70 4.00
4.80 4.70
3.65 4.30
4.00 3.80
2.60
3.20
4.80
15
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDPROSPERWORKS CRM
QUADRANT PLACEMENT: PACESETTERS
4.23 4.12
4.35 4.38
3.90 3.87
3.60 3.70
4.20 4.30
4.33 4.10
3.70 3.70
4.20
4.70
4.70
16
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDAGILE CRM
QUADRANT PLACEMENT: PACESETTERS
4.37 3.97
4.41 4.39
4.45 3.55
4.30 4.00
4.60 4.50
4.23 1.00
4.00 3.90
4.30
4.10
4.50
17
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDMICROSOFT DYNAMICS 365
QUADRANT PLACEMENT: MASTERS
3.72 4.60
4.21 4.19
3.00 5.00
5.00 5.00
1.00 5.00
3.48 5.00
5.00 5.00
5.00
1.80
2.10
18
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDPIPELINEDEALS
QUADRANT PLACEMENT: PACESETTERS
4.12 4.20
4.52 4.52
4.20 3.88
4.00 4.10
4.40 4.00
3.23 3.10
4.10 4.00
3.50
2.60
2.70
19
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDBASE
QUADRANT PLACEMENT: LEADERS
3.92 4.35
4.14 4.31
4.30 4.38
4.30 4.40
4.30 3.60
3.08 4.90
4.40 4.50
4.40
1.70
1.80
20
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDVELOCIFY
QUADRANT PLACEMENT: MASTERS
3.78 4.36
4.30 4.35
3.40 4.38
3.20 4.60
3.60 4.60
3.13 3.10
4.60 4.70
4.30
2.20
1.40
21
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDICONTACT
QUADRANT PLACEMENT: MASTERS
3.76 4.36
4.47 4.50
1.75 4.22
2.50 4.80
1.00 4.00
4.33 2.10
4.80 4.80
4.50
5.00
3.00
22
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDHIGHRISE
QUADRANT PLACEMENT: MASTERS
3.66 4.44
4.45 4.56
2.85 4.32
4.70 4.50
1.00 3.40
2.90 4.70
4.50 4.40
1.50
2.30
3.30
23
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDVTIGER CRM ON DEMAND
QUADRANT PLACEMENT: MASTERS
3.61 4.37
4.18 4.38
2.50 4.37
4.00 4.70
1.00 3.20
3.58 4.20
4.70 4.70
4.00
3.20
2.40
24
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDHATCHBUCK
QUADRANT PLACEMENT: PACESETTERS
4.02 3.96
4.47 4.45
4.25 3.47
3.60 3.60
4.90 3.90
2.88 2.50
3.60 3.60
3.00
3.50
1.40
25
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDDAYLITE FOR MAC
QUADRANT PLACEMENT: CONTENDERS
3.74 4.17
4.58 4.66
2.45 3.68
2.00 4.20
2.90 4.10
3.35 1.00
4.20 4.30
3.30
2.40
3.50
26
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDTEAMGATE
QUADRANT PLACEMENT: CONTENDERS
3.86 3.85
4.83 4.78
3.40 2.92
3.20 2.70
3.60 3.80
2.38 2.50
2.70 2.90
2.40
1.60
2.80
27
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDGOLD-VISION CRM
QUADRANT PLACEMENT: CONTENDERS
3.79 3.89
4.58 4.69
3.10 3.10
2.30 3.60
3.90 2.30
2.93 2.50
3.60 3.30
3.20
2.00
2.90
28
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDBPM’ONLINE
QUADRANT PLACEMENT: CONTENDERS
3.80 3.87
4.73 4.71
1.95 3.03
2.90 2.80
1.00 2.90
3.78 3.90
2.80 2.90
4.70
2.60
5.00
29
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDLESS ANNOYING CRM
QUADRANT PLACEMENT: CONTENDERS
3.73 3.93
4.71 4.79
2.45 3.07
2.00 2.00
2.90 4.70
3.05 4.70
2.00 2.50
2.40
4.20
3.60
30
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDONTRAPORT
QUADRANT PLACEMENT: CONTENDERS
3.79 3.81
4.28 4.49
2.80 3.12
4.60 3.50
1.00 1.20
3.83 2.10
3.50 4.20
4.00
4.60
3.20
31
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDCOMMENCE CRM
QUADRANT PLACEMENT: CONTENDERS
3.65 3.81
4.70 4.71
3.05 2.92
1.50 2.80
4.60 2.00
2.15 3.50
2.80 3.20
1.90
1.40
2.50
32
The scores below are based on numeric value between 1 and 5.
CAPABILITY VALUE
Capability User Rating Value User Rating
Functionality Breadth Adoption Score
Features Customer Base
Integrations Reviews Volume
Confidence Score Google Searches
Customer Base Skills Base
Employee Base
Customer Growth
Employee Growth
F E B R U A R Y 2 0 1 8
FRONTRUNNERS SCORECARDSALESNOW
QUADRANT PLACEMENT: CONTENDERS
3.35 4.00
4.49 4.62
1.40 3.38
1.80 4.30
1.00 2.10
3.03 1.00
4.30 4.30
1.60
4.00
2.20
33F E B R U A R Y 2 0 1 8
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.
RUNNERS UP
1Channel
1CRM
360 Campaigner
360 Enterprise Suite
360 WiFi Marketing
360Alumni
3CLogic - CRM
8x8
90degree Team Task
Aavaz
Accelo CRM
Accelo Prof Service
Act-On
ActiveCampaign
ActiveConversion
ActiveDEMAND
AcuityCRM
Acumatica Cloud ERP
ADAPTcrm
AddressTwo
ADIOSBusinessSuite
Adobe Marketing Cloud
Adomi CRM
AdRoll
Advisor
Adxstudio Portals
AeroLeads
AGENCY EXPERT
AgencyBloc
Agendize
Agent Manager
AgentCubed
Agiloft
AgoraPulse
Aicon CRM
AireContact
34F E B R U A R Y 2 0 1 8
RUNNERS UP
Airtable
Akkroo
Akruto Sync
Akti
Allbound
AllProWebTools
Altify
Ameyo
Amity
AmphisCustomer
Amplify
Anaplan
Answerbase Q&A Platform
AnswerHub
Aplicor 3C
AppShore
Apptivo Suite
APTEAN CRM
Apttus CPQ
AquaCRM
Artesian
Ascend-PhysicianRelationshipManagement System
Ascente
AsisteClick
Aspect Unified IP
Aspect Zipwire
Asset Panda
AssetStudio
Assimilate
Assyst System
Atemis CRM
atEvent
Atlas CRM
Aurea CRM
Auric Prospector
Autofy
Automated Lead Funnel Service
Automational - CRM
Autopilot
AutoRaptor CRM
Auvik for MSPs
Avature Suite
AvayaLive Connect
Avention for Sales
AWeber
Axiom Sales Manager
Azalead
Azurepath
BarCloud Assets
Batchbook
Bella FSM
Big River
35F E B R U A R Y 2 0 1 8
RUNNERS UP
BigContacts
BigWave
billage
Billing System
BitochonCRM
Bitrix24
BizAutomation
Bizible
Bizns CRM
Bizom
Bizzy
Black ICE CRM
Blitz Sales Software
Bloomerang
Bloomfire
BlueCamroo
BlueFolder
Bluwave CRM
BNTouch
boberdoo
Boomset
BoomTown
Boomtrain
BorneosoftOnlineForms & CRM
Boston Logic Platform
Boulevard
Boxxstep BRM
Brand Embassy
BrandMaker
Brandwatch
BrightPatternContact Center
Bronto Marketing Platform
Buffer
BullhornCRM
Business Card Reader
BusinessManCRM/ERP
BuzzBoard
BuzzFlow CRM
bxp software
C2ATOM
C2CRM
CA Service Desk Manager
Call Center CRM
Callbox Pipeline
CallidusCloud CPQ
CallidusCloud Marketing Automation
CallPro CRM
CallProof
CallTaker
Campaign Monitor
Campaigner
CampaignerCRM
36F E B R U A R Y 2 0 1 8
RUNNERS UP
Canary AMS
Capsule
Casengo
Caspio
Cayzu
CentralStationCRM
CG Service Desk
ChangeGear
ChannelOnline
Channelplace
CharityEngine
ChaseDataCallCenter
ChatbotsBuilder
Chatra
ChatweeSocialChatWidget
CherwellServiceManagement
ChildCareCRM
ChimeCRM
Cincom CPQ
CincomSynchrony
CircleBack
CirrusInsight
CiviCRM
Clari
Claritysoft CRM
Classe365
CleanCRM
Clearbit
ClearSlide
CleverTap
Clevertim
Click & Pledge
Click2Coach
ClickDesk
ClickDimensions
ClickHook
Clicktools
Cliently
ClientSpace
ClinchPad
Cloud Predictive Dialer by SafeSoft Solutions
Cloud9
CloudCherry
CloudYogi CRM
CMNTY (Community) Platform
Cobblestone
Colabo
CollabSpot
ComAround Knowledge
Comidor
Comm100LiveChat
CommuniGator
37F E B R U A R Y 2 0 1 8
RUNNERS UP
CompanyHub
COMPLETExRM
Composity CRM
ConEst IntelliBid
Configio
ConnectWise Automate
ConnectWise Control
ConnectWise Manage
ConnectWise Sell
Conrep
Consected
Constant Contact
Contactability
ContactChamp
ContactOfficeOnlineCollaboration Suite
contactSPACE
Contactually
Contactzilla
Contivio Contact Center
Contract Logix
Contractor’s Cloud
ConvergeHub
Conversica automated sales assistant
Conversocial
Cool Life CRM
Core Commissions
Cosential
Cosmos CRM
Cosmos Integrated Marketing Portal
Costpoint 7
Covve
Cratio CRM
Crazy Call
CRM by AutoVu Solutions
Crm on clouds
CRMlet
CRMnext
CRMPRO
CRMsoftwares.com
Crowdskout
Cruzata CRM
Cugic
CustomAnswers
CVenture
CX Social
CXM
Cydec
Cygneto Field Sales
dapulse
Data.com Contacts
Data2CRM.Migration
Databowl
38F E B R U A R Y 2 0 1 8
RUNNERS UP
Dataforma
Datanyze
Daxko Engage
DealCloud
Delivra
Deltek Vision
Demandforce
Desk.com
Deskera CRM
Deskera ERP
Deskero
Deskgod
Desktop Sales Manager
devContact
Diamond Relations CRM
digioh
DirectIQ
DiscoverOrg
Docsify
Doctorbase
Dolibarr ERP & CRM
Donor Tools
DonorPerfect Fundraising Software
DonorPro
dotmailer
DOTSLeadValidation
Doxim CRM
Driftrock
Drip
DSS
DupeCatcher
DYL Lead Manager
EasyGrouper
Ebsta
EBSuite
eClincher
Ecount ERP
Ecquire
Efficient Address Book Network
Efficy CRM
ELEAD1ONE
eLEADS
elevio
Email List Verify
eMail-Lead Grabber
eMaximation
Emergic CleanMail
Emma
Enablement
Engage121 Enterprise
Enterprise Service Desk
EnterpriseLead
39F E B R U A R Y 2 0 1 8
RUNNERS UP
Envoke
eOrderSalesApp
Epicor ERP Customer RelationshipManagement Suite
Erpisto
eSalesTrack
eServiceIntelligenceCRM
eSpatial
EspoCRM
eStudio
eTapestry
eTrigue DemandCenter
Event Ready
EventBank
Evercontact
Everest
Evergage
EverThere
everythingHelpDesk
eWay-CRM
Experiture
Experlogix CPQ
Exponea
Exsalerate CRM
ExxpertApps
eZnet CRM
EZOfficeInventory
ezyVet - Cloud Vet Software
FACS (Field Automated Communication Systems )
Falcon Social
Faveo Helpdesk
FieldAware
Fieldbook
FieldLocate
FieldOne
FieldPower
FieldService360
FileInvite
FileMaker Pro App for CRM
Finaeo
FindThatLead
Firefish
FirstHive
FIT | IssueTrack
Five9 Virtual Contact Center
Fleetmatics Work
FloatCashFlow
Flowlu
FocalScope
Focus Contact Center
Focus Ministry
Followup CRM
ForceManager
40F E B R U A R Y 2 0 1 8
RUNNERS UP
Form.com
FranConnectFranchiseSoftware
Freshchat
Freshdesk
FreshdeskHotline
FreshOffice
Freshsales
Freshservice
Frontapp
FrontSpin
FullContact
Function Point
Futurelabs CRM
Genoo
Geos CRM
Get Satisfaction
GetScorecard
GigaTrak Asset Tracking System
Gigya
GleanView
GlobiMail for Podio
GoCRM
GoldMine Premium
Google Contacts
GopherLeads
GoSquared
GoToAssist
GrayFOS
GreenRope
Gro CRM
Grow in Cloud
Growlabs
Handshake
HappyFox
Harmony PSA
Haystack
HaystackCRM
HealthcareCRM
Heap CRM
Hearsay Social
HEAT ITSM
Help Desk Premier
Help Scout
Help.comChat
HelpCrunch
HelpdeskEddy
Helpjuice
Helprace
HelpSpot
HeyOliver
Heymarket
HonchoCRM
Honeybee
41F E B R U A R Y 2 0 1 8
RUNNERS UP
Horizon HQ
HP Service Manager
HTS Monkey CRM
Hub by Pancentric Digital
HubSpot Marketing Hub
HyperOfficeAtlas
HyperTeam CRM forOffice365
i-linked
iAdvize
icomplete CRM
If No Reply
IFS Applications
iGlobe CRM Suite
iLeads
IloveLeasing
Impact 360 Quality Monitoring
Inbenta
InBoundio
IncidentMonitor
inContact Cloud Contact Center
iNexus
Influx MD
InfoFlo
Infor CRM
Infor Customer Experience Suite
Infor Service Management
InfoServ
Infusionsoft
InGenius
Inside Sales Box
InsideSales.com
InsideView
Insightly
InsightSquared
InStream
Integrate
Integrated Customer Engagement (ICE)
Interakt
InTouchCRM
InvGate Service Desk
InviteManager
Inzant Sales
ipercepts iCRM
iPresso
iSEEit
Issuetrak
Item8
Iterable
iTouchVisionHRHelpdesk
itracEMS
42F E B R U A R Y 2 0 1 8
RUNNERS UP
iuvoDesk Help Desk
IXACT Contact
JDisc Discovery
Jeal Suite
JIRA Service Desk
JitBit Help Desk
Jive-n
Jobber
JobFLEX
JobNimbus
Jumplead
Junxure Cloud
Justuno
KANA Express
Kapost
karmaCRM
Kaseya BMS
Kaseya VSA
Kayako
KEA
KenshooSocial
Kickserv
kintone
KiteDesk
Kixie
KronoDesk
KulaHub
Kustomer
LANDESK Service Desk
Lansweeper
Lasso CRM
LaunchpadMarketingCloud
Lead Assign
Lead Capsule
Lead Follow-Up
Lead Forensics
Lead Guerrilla
Lead Liaison
LeadWrench
Lead Zeppelin
Lead2Account
Leadberry
LeadBoxer
LeadByte
LeadCARE
LeadDolphin
LeadDyno
LeadExec
Leadfeeder
LeadFox
LeadFuze
LeadGibbon
LeadIQ
LeadLander
43F E B R U A R Y 2 0 1 8
RUNNERS UP
LeadMaster
LeaDNA
LeadPages
LeadPro Lead Management
LEADR
Leads 365
Leads2Me
LeadSift
LeadsLite
LeadSparrow
LeadSquared
LeadTrac
LEADTRACK Software
LeadWorx
Legrand CRM
Lexicata
LibraOnDemandHospitalityManagement System
LIID for Salesforce
LimeLightCRM
LinkPoint Connect
LinkTrust
List Master CRM
Lithium
LiveChat
LiveAgent
LiveEngage
LiveHelpNow Suite
LiveHive
Livespace
Livestorm
LogicBox CRM
LogiNext Force
Lucep
Lumo Flow
Lunar CRM
Lynkos
M2Advisor
Magentrix Customer and Partner Portals
MagHub
MagnaTimeshareSoftware
Magpie Property Management
MailChimp
Mailigen
ManageEngine ServiceDesk Plus
ManageEngine SupportCenter Plus
MangoApps
ManyContacts
MapBusinessOnline
Map My Customers
44F E B R U A R Y 2 0 1 8
RUNNERS UP
Marketing 360
Marketing Essentials
MarketingOptimizer
Marketo
MarketSharp
Maropost Marketing Cloud
Masterdigm CRM
Mautic
Maximizer CRM
Membrain
MeraCRM
MetaphorContactCenter
MethodCRM
mHelpDesk
Mi9 Retail Suite
Mia
Microcat CRM
MICROSiCare
Microsoft Dynamics NAV
MicrosoftOffice365
Mila
Mindmatrix
MLeads
Mobilize
Mogo CRM
Mojo Help Desk
Mortgage Quest
MothernodeCRM
Movegistics CRM
My eToolbox
MyBusiness
MyConversionBrain
myphoner
MySalesDialerPro |FieldWorkMobility
NABD System
Nagios Network Analyzer
Nagios XI
nanoRep
NapoleonCat
NationBuilder
Naverisk
NeonCRM
Nerdio
Net-Results
NetHelpDesk
NetHunt CRM
NetSuite
Network Leads LMS
NewVoiceMedia
Nextiva Call Center
Nickelled
Noda Contact Center
Novatus Contracts
45F E B R U A R Y 2 0 1 8
RUNNERS UP
NOWTIS
Nutshell
OASIS
Octiv
Odoo
OdysseeServiceSoftware
Oempro
OfficeBooks
OfficeClipContactManagement
OkoutCRM
Olark
Omniprise
OMNITRACKER
OnContactCRM
OneTapCheck-In
ONEUP
OnePageCRM
OneSource
ONLYOFFICE
Onsight
ONYXCRM
openCRX
Opphound
Oprius
OptifiNow
Optify
OptimoVENUE&SPACEMANAGEMENT
Optinize
OracleContactCenterAnywhere
OracleCPQCloud
OracleCRMOnDemand
OracleCXCloudSuite
OracleE-BusinessSuite
OracleJDEdwards
OracleMarketingCloud
OraclePeopleSoftEnterprise HelpDesk
OracleSalesCloud
OracleSiebelCRM
OraxSDI
OroCRM
osTicket
OutboundEngine
Outreach
OutreachCRM
OxygenCRM
OxyLeads
PandaDoc
Pardot
PatronManager CRM
PayPanther
46F E B R U A R Y 2 0 1 8
RUNNERS UP
PeekPROTourOperatorSoftware
Pega CRM
PeopleSoft CRM
PeopleVine
Pepperi
Percolate
Perenso
PersistIQ
Personal Dialer
PharmaCODE
PHC FX
PhorestSalonSoftware
PieSync
PIMS Dialer
Pingboard
PipeCandy
Pipeline Manager
Pipeliner CRM
PlanPlusOnline
Platformax
PlayMaker CRM
Plumb5
PMAM CRM
Pobuca
Pocketbiz
PocketSales71
Post Planner
Practice Ignition
PRIAMERP/CRM
Priority Software
ProBusinessTools
Project-SalesAchiever
Prolocus CRM
PROMYS
Propeller CRM
Propertybase
ProphetCRM
ProProfsChat
ProProfs Knowledge Base
PropSpace
PROSSmartCPQ
ProSel
ProspectSleuthCRM
Prospectify
Provide Support
PSMP
Publitrac
Pulseway
PureChat
PushIt
PushEngage
Q-GPS
Qgiv
47F E B R U A R Y 2 0 1 8
RUNNERS UP
QlikSense
QuickBase
QuickMail.io
Quote Roller
Qvidian
Radium CRM
Radius
Rainbow CRM
RainMaker
Raiser’s Edge NXT
RallyBound
Ramco ERP
RAYNET CRM
ReachEdge
Really Simple Systems CRM
Realvolve
RealZips Territory Management
Reamaze
RedHorse CRM
Referral Maker CRM
REfindly CRM
Reflect CRM Software
RelateIQ
Relenta
Remedy 9
Remedyforce
RepairShopr
Reply.io
Repsly
Resco Mobile CRM
ReServe Interactive
ResulticksOmnichannelMarketing Platform
Results CRM
REthinkRealEstateCRM
Revamp CRM
REVEChat
Revegy
RevenuPath
Ricochet
RightHello
RightNowCX
RingCentral
Ringio
Rollio
Routzy
RunMags
Saarif CRM
Sage CRM
Sales Force Automation-SFA
Sales Rabbit
sales-i
SalesBabu CRM
48F E B R U A R Y 2 0 1 8
RUNNERS UP
Salesboom CRM Suite
Salesbox
SalesCRM+
SalesDirector.ai
SalesExec
Salesflare
Salesforce Analytics Cloud
Salesforce Community Cloud
Salesforce for Non-Profits
Salesforce Marketing Cloud
Salesforce Service Cloud
SalesforceIQ
SalesFox
Salesfusion
SalesJunction
Salesmachine
SALESmanago Marketing Automation
Salesmate
Salesnet CRM
SalesNexus
SalesOptimize
SalesOutlookCRM
SalesPad GP
SalesPredict
SalesRipe
SalesSeek
salestar
Salestools.io
Salestrakr CRM
Saleswhale
SalesWings
Saleswit Pinnate
SalezShark
Salpo CRM
Salsa CRM
SAM
Samanage
SanityOS
SAPBusinessOne
SAP CRM
SAP Hybris Cloud for Customer
SatuitCRM
Savii Care
SAVOSmarterEngagement
Scoro
ScribbleLive
Sellf CRM
Selligent
Sellsy
SendinBlue
SendPulse
SendX
49F E B R U A R Y 2 0 1 8
RUNNERS UP
SEOWebAnalyst
Service Pro by MSI Data
Service Skeds
Service007 CRM
ServiceMax
ServiceNow
ServiceNow Express
ServiceTonic
ServiceTrade
ServiceWise
Sextant CRM
SharedContactsforGmail
ShareNetAssetManagement
SharpSpring
SherpaDesk
ShoreTel
SilkStart
Silverpop
simpleview CRM
Simplicity CRM
SimplyCast
simplyCTAll-in-OneVirtual Call Center
Sitecore Experience Platform
Skyward CRM
Sleeknote
SlickPie
Smalution CRM
Smart CPQ
Smart Queue
Smart Service
SmartCloud Connect for Salesforce
SmarterSMB
SmartFunnel
SmartOffice
Smartsupplivechat
SmartSupport
Smarty
SMhack
SnapEngage
Snapforce
Snitcher
Sobia Canyon
Social123
SocialPilot
SociousOnlineCommunity
Socket
Soffront CRM
Sofon Guided Selling
SoftVu
Solgari
Solve CRM
SoulCRM
50F E B R U A R Y 2 0 1 8
RUNNERS UP
Spark New Home Sales Software
Sparkroom Marketing Software
SpiceCSM
Spiceworks
Spiro
SPOTIO
Springboard Retail
Sprinklr
SprinxCRM
Sprout Social
STACK CRM
Streak CRM in your inbox
StreetSmart
SugarCRM
Sugester
SuiteCRM
Sumac
Sunbird DCIM
Suntico
SuperOfficeCRM
Supportbench
SupportSync
Surefyre
Survicate
SutiCRM
SWELLEnterprise
SwiftERM
SYNTHESYS
SysAid
System Bookings
Tactile CRM
Tagove
Talisma CRM
Talkdesk
talkSpirit
Tall Emu
Team Dialer
TeamDesk
TeamGram
TeamHeadquarters
Teamleader
TeamSupport
Teckst
Telax Hosted Call Center
Tele-Support HelpDesk
Telenotes CRM
Telogis Workplan
TenFold
Teradata Integrated Marketing Cloud
TheDatabank
TheFishTank
TheHindSiteSolution
51F E B R U A R Y 2 0 1 8
RUNNERS UP
ThriveforEmail
TidioChat
Tilkee
Tivoli Service Request Manager
todo.vu
Toolyt SFA
Toonimo
TOPPRODUCER
TopBuilder Solutions CRM Suite
Total Network Inventory
Trace My Lead
TRACK Pulse
Track-It!
Tracker
TrackerRMS
TrackGo
Tracks
TrackVia
Traction Complete
TriumphCRM
Trumpia 2.0
Tubular
uberVU
UGRU
Unica IBM
UPilot
UsefulFeedback
UserEngage
UseResponse
Userlane
UserlikeLiveChat
UserVoice
Vainu
Vanguard IBP for SupplyChain
VanillaSoft Sales CRM Software
Vantage Integrated Production (VIP)
Vbout
vCita LiveSite
Veeva CRM
VelaroLiveChat
VeltrodSFA
Vendavo Power & Risk
VenueLytics
VeriShow
Vertafore Pipeline Manager
Vi-Pro MIS
Vibe
Vipor CRM
Virtuous CRM
Vision Helpdesk
VisionFlow
VisitLead
52F E B R U A R Y 2 0 1 8
RUNNERS UP
VisitorTrack
Vista by Viewpoint
Vitalblocks CRM
Vivantio Pro
VMS Software Solutions Suite
Vocalcom
Voiptime Cloud
W3B CRM
WakeUpSales
WalkMe
Wasp Inventory Control
Waypoint Software
WCN Talent Acquisition Suite
WE Prospect
Web Help Desk
Web Suite Pro
Web+Center
webCRM
WebEngage
WebMerge
Websitehasnoinformation
WeSuite
WhatConverts
Whisbi
Whoisvisiting.com
Winds CRM
Wintac Service Contractor Suite
WinWeb Cloud ERP
WiredContact Enterprise
Wishpond
Woodpecker
WordStream Advisor
Workbooks CRM
WORKetc
WorkflowMax
Worldsoft Business Suite
Xactly Incent
XRM Webkit
XSellco Fusion
Xtremepush
Yesware
Yetiforce
Yooba Sales Enablement
Yotpo
You Don’t Need a CRM!
Zaius
Zenbership
Zendesk
ZeyOS
ZohoAssist
ZohoContactManager
ZohoCRM
ZohoSupport
ZopimLiveChat
Zurmo
53F E B R U A R Y 2 0 1 8
The FrontRunnersmethodology assesses and calculates a score for products on two primary
dimensions: Capability on the x-axis and Value on the y-axis.
THE CAPABILITY SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:
» End-user ratings of one to five stars on the product’s functionality.
» 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 customer support.
» A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.
» A score, relative to other products in the market, representing the number of other products that integrate with it.
METHODOLOGY BASICS
M E T H O D O L O G Y B A S I C S
54F E B R U A R Y 2 0 1 8
THE VALUE SCORE IS AN OVERALL WEIGHTED AVERAGE OF SCORES INCLUDING:
» End-user ratings of one to five stars on overall satisfaction with the product.
» 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.
» A score, relative to other products in the market, for the size of the product’s customer base.
» A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).
» A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.
» A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.
M E T H O D O L O G Y B A S I C S
55F E B R U A R Y 2 0 1 8
Markets are defined by a core set of functionality, and products considered for, and included in, FrontRunners must offer that core set of functionality. Additional related functionality can contribute to the capability score for a product. To qualify for consideration in a FrontRunners quadrant, a product must have a minimum number of unique, user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com and getapp.com. The minimum number of reviews required per product may differ by category, but will generally be between 10 and 20 unique reviews.