September 3, 2024
By the Editors , CRM magazine

The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

It’s no longer a question of when artificial intelligence will have a seismic impact—it’s happening now. As you’ll see when you read through our report outlining the leading vendors in 11 important industry categories, AI has proved instrumental in the effort to reach, engage, and satisfy customers, all while making the lives of frontline workers—the sales reps and agents who are doing the reaching out and engaging—much easier.

As in recent years, the analysts who chose our Industry Leaders for 2024 followed a simple formula: If they had to recommend a CRM solution—whether an enterprise suite, contact center analytics, or marketing automation—to a client, what would they choose, and why? The analysts gave us their top five picks in each category, and the results show a thriving industry that can adjust to big change, like that brought by AI, happening seemingly overnight. Speaking of change, we’ve introduced three new categories that speak to our AI, data-rich, and customer-focused times: generative AI, data management solutions, and complete customer experience suites. As always, you’ll see a lot of familiar faces but also a few new ones. We're proud to honor our Industry Leaders for 2024.

But before we get to our Leaders, a quick word of thanks to our analysts. We would not be able to compile our annual awards issue without the ongoing support of the CRM industry’s vast community of analysts and consultants. This year’s panel included the following:

Max Ball, principal analyst, Forrester Research
Donna Fluss, president, DMG Consulting
Paul Greenberg, president, the 56 Group
Andy Hayler, cofounder and CEO, the Information Difference
Brent Leary, cofounder and partner, CRM Essentials
Kate Leggett, vice president and principal analyst, Forrester Research
Christina McAllister, senior analyst, Forrester Research
Laurie McCabe, partner, the SMB Group
Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics
John Ragsdale, vice president and research director, the Technology & Services Industry Association (TSIA)
Ray Wang, founder and chairman, Constellation Research
Rebecca Wettemann, founder and CEO, Valoir