G2 Crowd releases updated rankings of CRM software

Grid? ranks 20+ products based on reviews from hundreds of users

Jan 16, 2014, 10:00 ET from G2 Crowd

CHICAGO, Jan. 16, 2014 /PRNewswire/ -- G2 Crowd, the trusted source for enterprise software reviews, today released an updated Grid℠ for CRM ranking 22 products. Nearly 1,500 ratings and reviews of these products from CRM users contributed to the rankings.

Salesforce CRM and Microsoft Dynamics CRM earned Leader positions on the Grid℠ based on high user satisfaction ratings and their substantial market share and scale. Salesforce CRM received more than 300 reviews—the most among all products—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, based on achieving high customer satisfaction without the scale of the Leaders.  Workbooks earned the highest customer satisfaction score of 99. WORK[etc] CRM joined 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; overall, CRM users are reporting that they achieve ROI in an average of 10 months," says Godard Abel, co-founder and CEO of G2 Crowd. "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. As products grow and develop, the Grid℠ will update to reflect these changes and provide an accurate snapshot of the CRM marketplace."

Of the more than 110 CRM products listed on G2 Crowd, 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, and 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.

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. Premium research access can be purchased on the site for $99 and offers the original data for filtering and weighting, as well as individual profiles of each software platform with the most helpful positive and negative CRM reviews, detailed company information, user satisfaction ratings, feature scores and customer metrics. Future refreshes of the Grid℠ will provide updated rankings based on the latest reviews and social data.

See the new Grid℠ for CRM and subscribe to the premium research here.

About G2 Crowd

G2 Crowd is the trusted site for business software reviews.  Enterprise technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Co-founded by the founder and former executives from SaaS leader BigMachines, G2 Crowd aims to bring authenticity and transparency to the business technology industry. For more information, go to www.g2crowd.com.