Grid for CRM – Summer ‘13
Sample Grid for CRM Report © 2013 G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or
Best CRM Products
G2 Crowd rated these products highest based on reviews and data gathered by June 9, 2013. CRM vendors are listed within each category in order of highest to lowest G2 score:
• Leaders: Salesforce.com and Microsoft Dynamics CRM
• High Performers: Workbooks, Sugar, Nimble, Pipeline, SalesNet, Base, Maximizer, Civi • Contenders: Oracle (On-Demand, Siebel, and Fusion), SAP, NetSuite, Zoho, and Sage We calculated the relative customer satisfaction based on user reviews and scale based on market share, vendor size, and social impact to place products into four categories:
• Leaders offer CRM products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources.
• High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of market leaders.
• Contenders have significant scale and resources, but their products have received below average user satisfaction ratings.
Grid for CRM – Summer ‘13
Grid Scores for CRM
The table below shows the satisfaction and scale scores that determine vendor placement on the Grid.
The satisfaction score (1-100 scale) is calculated based on the results of hundreds of real users completing a 64 question review survey about all aspects of a CRM vendor’s product, services, and support. We normalize the satisfaction scores relative to other scores within the same product category. The scale score (1-100 scale) considers a vendor’s size, online and social presence, and market share, to determine the level of resources it can apply to product development and support.
Grid for CRM – Summer ‘13
The G2 score (1-100 scale) represents the overall CRM product score based on a combination of the Satisfaction and Scale scores. The price represents the users relative perception of the net price paid for the CRM solution. Additional data on CRM pricing and discounts are provided in our premium research.
To download all data behind the grid in spreadsheet format, you can purchase G2 Crowd’s premium research at www.g2crowd.com/offers/crm-research. Buyers can then apply their own weights and criteria to our CRM data as well as segment by company size to determine their own best-fit CRM system.
Grid Rating Objectives
The Grid represents the democratic voice of real business and IT users, rather than subjective opinion of one analyst. G2 Crowd rates CRM products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks. Technology buyers can use the Grid to help them quickly select the best CRM product for their
business; to set realistic goals for their CRM initiatives; and to find peers with similar experiences. For vendors, media, investors, and analysts the Grid provides benchmarks for vendor comparison and market trend analysis.
Grid Scoring Methodology
G2 Crowd rates products and vendors based on ratings and reviews gathered from our user
community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor scale scores in real time.
The satisfaction rating is affected by the following (in order of importance):
• Overall Customer Satisfaction and NPS Score based on ratings by G2 Crowd users • Customer Satisfaction with 2nd Level Product Attributes based on user reviews • Product momentum based on web traffic and Google search trends
• Product social share of voice based on Klout score, Twitter, and LinkedIn followers • Popularity based on number of ratings and reviews received on G2 Crowd
The scale score is affected by the following (in order of importance):
• Number of employees (based on social networks and other public sources)
• Market share based on share of voice including number of ratings and reviews received • Vendor momentum based on web traffic and Google search trends
• Vendor social impact based on Klout score, Twitter, and LinkedIn followers • Revenue and year over year revenue growth rate (if available)
• Age of Company (number of years in operation)
• Employee Satisfaction and Engagement (based on social network ratings)
Rating Changes and Dynamics
Grid for CRM – Summer ‘13
Trust
Keeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user’s identity and employer. We do not allow users to rate their employers' products or those of their employers' competitors. Though we share reviews from business partners (as they often contain valuable content), we filter out business partner ratings ratings in our aggregate ratings to avoid bias.
Our G2 Crowd staff does not add any subjective input to the ratings, which are determined
algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings.
CRM Market Definition
Customer Relationship Management (CRM) systems enable companies to track and manage all customer interactions across the customer lifecycle in one master system of record. CRM suites typically provide:
• Sales Force Automation (SFA) incl. contact, account, and opportunity mgmt. • Marketing automation features such as lead and campaign management, • Customer support features such as support case and knowledge management
• A unifying database and platform for companies to manage customer data across the company
Grid Inclusion Criteria
All products in a G2 Crowd category that have at least 10 reviews/ratings from real users of the product will be included in the Grid. Inviting colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process.
Grid for CRM – Summer ‘13
CRM Product Satisfaction Comparison
G2 Crowd users have evaluated the CRM software features vendors by functional category. The results are shown below for the 10 vendors with the highest G2 scores. A full bubble means that the users feel the vendor fulfills all of their requirements in a functional category.
Salesforce has the highest rated functionality among the larger vendors for all categories except for marketing automation, where Microsoft is rated highest. Across the board, Salesforce is first, followed by Microsoft and NetSuite. Among the vendors of less scale, Workbooks is an emerging vendor highly rated by its customers on G2 Crowd.
In the table below, the same feature ratings are provided in a numerical format to allow you to further differentiate the vendors. A 100% would be equivalent to a full bubble in the chart above and means that 100% of users who rated the features gave the product a 7/7 rating on this dimension.
Grid for CRM – Summer ‘13
CRM Customer Satisfaction Ratings and Adoption
G2 Crowd users rated CRM software vendors ability to satisfy their needs as summarized in the table below. In addition, customers reported their actual adoption and ROI based on the average payback in months as shown in the table below for the Top 10 CRM vendors (data for all 21 vendors available in the Grid Spreadsheet on the G2 Crowd website).
Salesforce.com received the highest customer satisfaction ratings among the large vendors of above average scale with an average satisfaction of 81% versus the average of 70% across these top 10 CRM vendors. Microsoft came in second with their customers reporting an above average satisfaction level of 73%. Meanwhile, Oracle CRM users report below average satisfaction scores of 64% for CRM On Demand, 56% for Siebel, and 68% for Fusion. Only 30-33% of customers believe Oracle is taking On Demand and Siebel in the right direction, while 100% believe Fusion is Oracle’s product of the long-term future.
Among the High Performers (smaller vendors with high satisfaction ratings), Workbooks received a very high overall user satisfaction score of 90% and Sugar also reported an above average user satisfaction rating of 73%. 94% of Workbooks users are likely to recommend its products and 93% of users believe it is taking its product in the right direction.
Salesforce and Microsoft customer reported average user adoption rates of 75% and 67% respectively versus the top 10 CRM average of 68%. Workbooks (90%), NetSuite (85%), and Sugar (81%)
customers reported high user adoption. Adoption is likely influenced by the types and sized of CRM deployments. Oracle Fusion customers reported an adoption rate of only 30%.
Grid for CRM – Summer ‘13
CRM VENDOR PROFILES WITH BADGES
This section includes detailed profiles of each of the top 15 CRM vendors listed below. The CRM products most highly rated by G2 Crowd users have earned “Leader” and “High Performer” badges as shown below and on the corresponding vendor profiles. A vendor must have received at least 20 valid customer reviews in order to qualify for these badges.
