The right CRM technology can truly transform your organization. The wrong one can handcuff or even derail your customer relationship efforts. So selecting the right CRM solution is crucial to the success of any customer relationship strategy and requires careful consideration. That’s why we put together our annual CRM Market Leader Awards.
According to our Market Leaders research, companies large and small are looking for a CRM system that is affordable, valuable, and easy to use. Fortunately, cloud-based CRM solutions are meeting these demands with aplomb. It’s likely why, by 2018, 62 percent of all CRM software will be cloud-based, according to Bessemer Venture Partners’ 2015 State of the Cloud Report. Clearly, cloud-based CRM has hit a tipping point.
Whether you’re looking for a cloud-based CRM solution or an on-premises system, your search can start right here. Our panel of judges rated the leading CRM vendors in nine categories by their reputations for product functionality, customer satisfaction, company direction, and product costs. In each market segment, we recognize one category winner (the company with the highest overall score), four industry leaders, and one company to watch. Read on for the full report.
View the 2016 CRM Market Leaders in each category listed below:
Enterprise CRM Suite
Midmarket CRM Suite
Small-Business CRM Suite
Sales Force Automation
As the editors of CRM magazine present our 15th annual Market Awards, we must, as we do every year, express our gratitude to the analysts and experts who, in degrees large and small, made this issue, and the awards themselves, possible. Many thanks to: Leslie Ament, senior vice president and principal analyst, Hypatia Research Group; Jim Dickie, research fellow, CSO Insights, a division of MHI Global; Michael Fauscette, chief research officer, G2Crowd; Joe Galvin, independent business analyst; Paul Greenberg, president, The 56 Group; Andy Hayler, CEO, The Information Difference; Brent Leary, cofounder and partner, CRM Essentials; Kate Leggett, vice president and principal analyst, application development & delivery professionals, Forrester; Anne Moxie, senior analyst, analytics and IoT, Nucleus Research; John Ragsdale, vice president, technology research, the Technology Services Industry Association (TSIA); Ray Wang, founder, chairman, and principal analyst, Constellation Research; Rebecca Wettemann, vice president, Nucleus Research.
REPUTATIONS FOR CUSTOMER SATISFACTION, DEPTH OF FUNCTIONALITY, COMPANY DIRECTION, SERVICES OFFERED, ABILITY TO EXECUTE, AND COST ARE RATED ON A 5-POINT SCALE, WITH 5 BEING THE HIGHEST.
CATEGORIES AND CRITERIA: CRM magazine’s 15th annual Market Leader awards rate the top five companies in nine categories, using a proprietary selection formula. (The overall award rating is based on a composite score of CRM revenues and analyst ratings for customer satisfaction, depth of functionality, company direction, and cost. Unlike software companies, the consultancies are rated according to customer satisfaction, company direction, services offered, ability to execute, and cost.) We present those companies alphabetically in the chart above, with the name of the category winner in purple boldface. On the pages that follow, in each category, we also cite one company worth watching for its potential to appear on that sector’s leaderboard next year.