CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE · Accelo CRM Accelo Prof Service Act-On ActiveCampaign ActiveConversion ActiveDEMAND AcuityCRM Acumatica Cloud ERP ADAPTcrm AddressTwo ADIOS

CUSTOMER RELATIONSHIP MANAGEMENT SOFTWAREFebruary 2018

Powered by Methodology

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.

https://www.softwareadvice.com/crm/#top-products

https://www.softwareadvice.com/crm/#top-products

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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDHUBSPOT CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDCLOSE.IO


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


CAPABILITY VALUE







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


CAPABILITY VALUE







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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDNIMBLE


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDPROSPERWORKS CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDAGILE CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDMICROSOFT DYNAMICS 365


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDPIPELINEDEALS


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDBASE


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDVELOCIFY


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDICONTACT


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDHIGHRISE


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDVTIGER CRM ON DEMAND


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDHATCHBUCK


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


CAPABILITY VALUE







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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDTEAMGATE


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDGOLD-VISION CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDBPM’ONLINE


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDLESS ANNOYING CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDONTRAPORT


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDCOMMENCE CRM


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


CAPABILITY VALUE







Employee Base

Customer Growth

Employee Growth

F E B R U A R Y 2 0 1 8

FRONTRUNNERS SCORECARDSALESNOW


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

LinkedIn

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

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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

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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

http://www.softwareadvice.com/frontrunners-methodology/

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.

https://www.softwareadvice.com/

https://www.softwareadvice.com/

https://www.capterra.com/

https://www.getapp.com/

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