CRM Software

What is CRM Software?

CRM software helps to improve the quality of the relationship between a company and its clients by automating a range of customer-focused processes and providing insights into these activities. The traditional goal of customer relationship management software is to automate the process of recording and storing customer information, providing one point of access for all team members.

However, as these applications have become more popular they have grown to be become vital tools for sales teams in managing their daily activities.

CRM applications are not only used to keep track of customer interactions, but also those of vendors, partners and suppliers. This helps sales teams and other customer-focused members improve the experience of their customers. Features that help with this include conversation and interaction tracking, allowing you to follow the progress of leads through the sales cycle.

The majority of CRM solutions not only offer customer data storage, but also include sales and marketing features, such as lead management, competitor analysis and team collaboration tools.

CRM software removes the need for teams to keep separate spreadsheets, files and folders by consolidating customer data, interactions, notes, billing, invoicing and account history into one easily accessible user interface. Many applications now also link social media profiles to customer profiles.

Having all this client information in one place bridges the gap between departments, improving the overall performance of all teams. This also helps teams to avoid doubling up on work and ensures your most important clients receive the right amount of attention.

Many CRM applications also include features for performance and productivity monitoring and will generate reporting based on key insights and analytics. This helps you identify issues and opportunities that may otherwise go unnoticed.

Key Features & Benefits

  • Customer data management
  • Customer support and service
  • Lead management and marketing campaign tools
  • Client interaction tracking and recording
  • Team communication, collaboration and file sharing tools
  • Key sales insights and reporting tools
  • Staff performance and productivity monitoring

CRM Category Leaders Q4 2016

GetApp's quarterly ranking showcases the top 25 CRM apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about how we calculate scores.

Reviews
Integrations
Mobile
Media
Security

1. Salesforce Sales Cloud

Cloud-based CRM & Sales Automation
95
19
20
19
17
20

2. Zoho CRM

Multichannel CRM for businesses of all sizes
81
19
17
17
16
12

3. Pipedrive

CRM built by salespeople, for salespeople
75
20
16
17
11
11

4. TEAMGATE

Intelligent Sales CRM
73
17
9
14
15
18

5. HubSpot CRM

Everything you need to sell in one integrated suite.
73
17
7
16
20
13

6. Nimble

Contact management & social relationship software
68
18
16
16
6
12

7. Pipeliner CRM

Pipeliner - The World's Most Visual CRM
68
17
16
13
11
11

8. Insightly

Online CRM & project management for small & medium business
68
13
16
17
11
11

9. SalesforceIQ

The Smarter, Simpler CRM
66
18
11
17
9
11

10. ProsperWorks CRM

Built for Google, used by Google, and recommended by Google.
62
16
11
17
2
16

11. amoCRM

Lead and Sales Management for SMBs
62
16
16
14
2
14

12. Capsule

Take care of your customers and sales opportunities
62
14
16
16
3
13

13. WORK[etc] CRM

All-in-one business management system. CRM + Social + Projects + Billing
60
17
6
16
5
16

14. Microsoft Dynamics CRM

Online customer relationship management solution
60
13
17
14
16

15. Apptivo CRM

Get a 360 degree view of your customers
58
16
9
15
4
14

16. Workbooks CRM

CRM For Small and Medium Businesses
57
13
11
13
3
17

17. bpm'online CRM

Boost marketing, sales and service performance!
57
15
9
14
4
15

18. 1CRM

Doing Business, Better
56
15
16
6
4
15

19. ForceManager

Mobile CRM and Sales Management Software
55
12
10
17
4
12

20. Vtiger CRM

All-in-one CRM for small businesses
55
14
15
13
3
10

21. PipelineDeals

Sales Productivity Platform
55
14
13
15
5
8

22. Base CRM

The All-In-One Sales Platform
53
14
16
19
4

23. Kickserv

Field Service Management online CRM
49
14
6
14
2
13

24. Oracle CRM On Demand

Industry-specific on-demand CRM solution
49
7
16
14
12

25. NetSuite CRM+

Grow Your Company with Customer-centric CRM Software in the Cloud
47
10
6
14
17
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

This ranking is for business owners and decision makers looking for a first glance at the leading cloud-based CRM software in the industry. The data serves as a point of reference highlighting the key factors that small businesses should look at when first analyzing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile app availability), market presence (media presence), and security features (security).

For more details on why we chose these data points, take a look at our industry research reports, which provide in-depth explanations of each data point, as well as trends in the industry.

How are the scores calculated?

An app’s score is calculated based on five unique data points and is completely independent of any relationships that GetApp has with app vendors. The data points are calculated as outlined below:

User Reviews

The score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between one and 20.

Integrations

Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final five points are awarded for the total number of integrations scaled against the leader in the category.

Mobile Platforms

Mobile platform scores are calculated using data from Google Play and the Apple App Store. Five points are awarded for having an Android App, and another five for an iOS app. The additional 10 points are calculated based on the user ratings of the app in each store, rated out of five, for a total of 20 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans a vendor has. Each social network contributes a maximum of 10 points to the total score. The first five points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the remaining five points are awarded based on the total number of followers, this time scaled against the category leaders. The scores for Facebook and Twitter are added together for a total score out of 20.

Security

Security is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.