Grid℠ for CRM | Summer 2016

HubSpot CRM is a cloud-based sales force automation solution designed as a free CRM for small business users. HubSpot CRM allows users of HubSpot’s marketing automation tools to transition leads into sales contacts. HubSpot CRM includes contact management, pipeline management, and activity management features. HubSpot CRM can be purchased as a free standalone solution. HubSpot CRM has pre-built integrations with survey, web conferencing, and e-signature products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• HubSpot CRM received 45 new CRM reviews.
• Market Presence increased 8 points.

Significant Numbers

Based on HubSpot CRM reviewer feedback:

• Organizations using HubSpot CRM experienced an average 78% user adoption.
• Reviewers saw a return on investment in 5 months on average.
• HubSpot CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked HubSpot CRM’s:

• Integration APIs. Reviewers agreed HubSpot CRM’s integration with HubSpot Marketing and other marketing tools is valuable for marketing and sales teams. Users said these integrations allow users to track prospects from marketing efforts through the sales process. Users were satisfied with HubSpot CRM’s integration APIs at a rate of 90% (avg. 80%).
• Opportunity and pipeline management. Users said HubSpot CRM enables users to see the progression of prospects through predetermined and customizable stages. Users were satisfied with HubSpot CRM’s opportunity and pipeline management features at a rate of 91% (avg. 83%).
• Quality of support. Reviewers said HubSpot CRM offers high-quality customer support. Users said members of the HubSpot CRM support team are responsive and dedicated to answering customer questions. Users were satisfied with HubSpot CRM’s quality of support at a rate of 92% (83%).

Users often switched to HubSpot CRM from another product because:

• HubSpot CRM is more affordable than its competitors and easily integrates with HubSpot’s marketing automation product, according to users.

In review ratings and short-answer responses, some users disliked HubSpot CRM’s:

• Lack of advanced CRM features. Reviewers said some of HubSpot CRM’s features lack depth and are not scalable for large organizations. Users said some features normally considered standard, such as reporting tools and lead forms, must be added to HubSpot CRM for an additional cost.

Recent News

Recent news about HubSpot CRM:

• On March 29, 2016, HubSpot CRM announced the launch of its new careers website, which is designed to be a resource for job seekers.
• On April 4, 2016, HubSpot CRM announced the opening of its new office in Dublin.

HubSpot CRM received above-average ratings for all satisfaction metrics and feature questions except for sandbox and test environments. Reviewers recommended HubSpot CRM to potential users because of its value to small businesses and mid-market companies. They advised potential buyers to integrate HubSpot CRM with other HubSpot applications. Reviewers reported that HubSpot CRM is most beneficial for marketing and sales departments to organize inbound marketing and lead management. Reviewers were satisfied with HubSpot CRM overall and said they would be likely to recommend it at a rate of 89%.

Nimble is a cloud-based sales force automation solution designed to facilitate sales and marketing efforts with social contact management tools. Nimble includes activity management, social listening, and opportunity management features. Nimble can be purchased as a standalone solution. Nimble has pre-built integration with e-commerce, email marketing, and help desk products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Nimble received 33 new CRM reviews.

Significant Numbers

Based on Nimble reviewer feedback:

• Organizations using Nimble experienced an average 78% user adoption.
• Reviewers saw a return on investment in 4 months on average.
• Nimble required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Nimble’s:

• Contact and account management. Reviewers said Nimble’s ability to maintain a database of contacts with social context and email history is beneficial to sales efforts. Users were satisfied with Nimble’s contact and account management at a rate of 92% (avg. 86%).
• Social network integration. Users said Nimble integrates with multiple social accounts to help users track prospects’ social activity. Some users said Nimble uses its social network integration to help users identify opportunities to reach out to leads. Users were satisfied with Nimble’s social network integration at a rate of 93% (avg. 74%).
• Ease of use. Reviewers agreed Nimble is easy to use and navigate. Users said Nimble’s intuitive feature set facilitates prospecting and business development. Users were satisfied with Nimble’s ease of use at a rate of 92% (avg. 84%).

Users often switched to Nimble from another product because:

• Nimble offers social media and research functions that are not offered by competitors, according to users.

In review ratings and short-answer responses, some users disliked Nimble’s:

• Lack of advanced features. Some users said Nimble lacks certain features that are offered by competitors such as bulk editing and advanced search capabilities.
• Workflow capability. Users said sales workflows are difficult to establish in Nimble, requiring manual contact management.

While Nimble received at- or above-average ratings for all satisfaction metrics, it received mixed ratings for feature questions. While Nimble achieved above-average ratings for ease of use and contact management, it fell below average for reporting and customization. Reviewers recommended Nimble to potential users because of its value as a CRM solution for small and mid-market companies. They advised potential buyers to fully integrate the system with social networks. Reviewers reported that Nimble is most beneficial for contact and lead management. Reviewers were satisfied with Nimble overall and said they would be likely to recommend it at a rate of 92%.

Pipedrive is a cloud-based sales force automation solution designed to help organizations manage their sales pipelines. Pipedrive includes activity management, sales reporting, and pipeline management features. Pipedrive can be purchased as a standalone solution. Pipedrive has pre-built integration with e-signature, proposal, and contact center infrastructure products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Pipedrive received 103 new CRM reviews.

Significant Numbers

Based on Pipedrive reviewer feedback:

• Organizations using Pipedrive experienced an average 81% user adoption.
• Reviewers saw a return on investment in 4 months on average.
• Pipedrive required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Pipedrive’s:

• User interface. Reviewers said Pipedrive’s user interface is simple and intuitive. Some users said Pipedrive’s overall design streamlines contact management and contributes to the product’s ease of use. Users were satisfied with Pipedrive’s ease of use at a rate of 94% (avg. 84%).
• Task and activity management. Users said Pipedrive allows users to create email reminders that prompt them to follow up on certain activities or perform specific tasks. Users were satisfied with Pipedrive’s task and activity management features at a rate of 86% (avg. 81%).
• Lead management. Reviewers said Pipedrive lets users move leads through different stages of the sales process, assign owners to the leads, create action items, and manage relevant documents within a unified system. Users were satisfied with Pipedrive’s lead management tools at a rate of 88% (avg. 82%).

Users often switched to Pipedrive from another product because:

• Pipedrive is easier to use and set up than its competitors, according to users.

In review ratings and short-answer responses, some users disliked Pipedrive’s:

• Email marketing capabilities. Reviewers agreed Pipedrive’s difficult integration with Google inhibits email marketing efforts. Users said emails must be uploaded manually into the system and cannot be sent directly through Pipedrive. Users were satisfied with Pipedrive’s email marketing features at a rate of 70% (avg. 75%).

In review ratings and short-answer responses, users had mixed reactions to Pipedrive’s:

• Reporting. Some reviewers said reports are difficult to create and lack depth and flexibility, but others said the reporting features help forecast sales performance.
• Integration APIs. Some users were unhappy with Pipedrive’s integration options and said the integration process can be difficult. Other users, however, said Pipedrive integrates well with email and other third-party applications. Reviewers were satisfied with Pipedrive’s integration APIs at a rate of 84% (avg. 80%).

Pipedrive received above-average ratings for all satisfaction metrics and mixed ratings for feature questions. While Pipedrive achieved above-average ratings for pipeline management and lead management, it fell below average for quote management and campaign management. Reviewers recommended Pipedrive to potential users because the product is easy to use, affordable, and helps manage sales efforts. They advised potential buyers to incentify its use within their sales teams to encourage user adoption. Reviewers reported that Pipedrive is most beneficial for small businesses to organize and standardize their sales goals and pipelines. Reviewers were satisfied with Pipedrive overall and said they would be likely to recommend it at a rate of 91%.

Salesnet is a cloud-based sales force automation solution designed to help organizations drive sales and marketing effectiveness. Salesnet includes lead management, opportunity tracking, and email marketing. Salesnet can be purchased as a standalone solution. Salesnet has pre-built integrations with third-party applications, such as ERP, call center, accounting, and database systems, through its XML Web Services API.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Salesnet received 10 new CRM reviews.

Significant Numbers

Based on Salesnet reviewer feedback:

• Organizations using Salesnet experienced an average 83% user adoption.
• Reviewers saw a return on investment in 8 months on average.
• Salesnet required 1.2 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Salesnet’s:

• Lead management. Reviewers said Salesnet helps organizations organize and distribute lead information throughout sales teams. Users were satisfied with Salesnet’s lead management features at a rate of 92% (avg. 82%).
• Dashboards. Users said Salesnet allows users to create any type of dashboard to suit their needs and that the dashboards are easy to read. Users were satisfied with Salesnet’s dashboards at a rate of 87% (avg. 81%).
• Quality of support. Reviewers repeatedly praised Salesnet’s customer service and said customer support team members are very responsive. Users were satisfied with Salesnet’s quality of support at a rate of 94% (avg. 83%).

Users often switched to Salesnet from another product because:

• Salesnet performs more reliably and offers better customer support than its competitors, according to users.

In review ratings and short-answer responses, some users disliked Salesnet’s:

• Mobile capabilities. Users said Salesnet does not offer a mobile application through which users can access CRM features. Users also said the mobile website is difficult to navigate.
• User interface. Some users said Salesnet’s user interface is not as aesthetically pleasing or easy to use compared to its competitors.

Salesnet received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Salesnet to potential users because of its superior customer support. They advised potential buyers to familiarize themselves with the Process Builder tool to simplify the configuration process. Reviewers reported that Salesnet is most beneficial for tracking and forecasting sales opportunities. Reviewers were satisfied with Salesnet overall and said they would be likely to recommend it at a rate of 89%.

PipelineDeals is a cloud-based sales force automation solution designed to give sales teams the ability to organize and develop their customer relationships and visualize the sales pipeline. PipelineDeals includes lead management, activity management, and contact management. PipelineDeals can be purchased as a standalone solution. PipelineDeals has pre-built integrations with e-signature, identity management, and email marketing tools.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• PipelineDeals received 90 new CRM reviews.

Significant Numbers

Based on PipelineDeals reviewer feedback:

• Organizations using PipelineDeals experienced an average 83% user adoption.
• Reviewers saw a return on investment in 6 months on average.
• PipelineDeals required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked PipelineDeals’:

• Ease of use. Reviewers said PipelineDeals provides a straightforward feature set as well as a modern user interface that is easily navigable. Users were satisfied with PipelineDeals’ ease of use at a rate of 90% (avg. 84%).
• Quality of support. Users agreed PipelineDeals’ customer support teams are responsive and readily available to answer customer questions through live chat, email, and phone calls. Users were satisfied with PipelineDeals’ quality of support at a rate of 92% (avg. 83%).
• Opportunity and pipeline management. Reviewers said PipelineDeals helps users track and manage deals and set regular follow-ups. Users were satisfied with PipelineDeals’ opportunity and pipeline management at a rate of 89% (avg. 83%).

Users often switched to PipelineDeals from another product because:

• PipelineDeals provides a streamlined user interface that is easier to use than competitors’, according to users.

In review ratings and short-answer responses, some users disliked PipelineDeals’:

• Email marketing. Users said PipelineDeals does not integrate with all email applications. Some users said they occasionally encounter technical issues within PipelineDeals’ email marketing and tracking tools.
• Mobile capabilities. Some users said PipelineDeals’ mobile application is not robust enough to meet every user’s needs.

PipelineDeals received above-average ratings for all satisfaction metrics and feature questions except for email marketing. Reviewers recommended PipelineDeals to potential users because of its intuitive sales features. They advised potential buyers to carefully prepare their existing data prior to importing it into the system. Reviewers reported that PipelineDeals is most beneficial for maintaining and centralizing contact and sales pipeline information. Reviewers were satisfied with PipelineDeals overall and said they would be likely to recommend it at a rate of 87%.

Zoho CRM is a cloud-based sales force automation solution designed to help organizations automate tasks, improve sales workflows, and manage sales opportunities. Zoho CRM includes sales forecasting, lead management, and opportunity tracking. Zoho CRM is a part of a cloud product that also includes Zoho Campaigns, Zoho Survey, and Zoho ContactManager. Products can be purchased as individual modules or as an entire suite. Zoho CRM provides an API for integrating CRM modules with third-party applications such as accounting, ERP, e-commerce, and self-service portals, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Satisfaction decreased 8 points (normalized for the CRM category).

Significant Numbers

Based on Zoho CRM reviewer feedback:

• Organizations using Zoho CRM experienced an average 68% user adoption.
• Reviewers saw a return on investment in 9 months on average.
• Zoho CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Zoho CRM’s:

• Affordability. Reviewers said Zoho CRM offers a robust feature set and is priced favorably compared to its competitors.
• Contact and account management. Users said Zoho CRM allows organizations to store contact information and communication records within an integrated database.

Users often switched to Zoho CRM from another product because:

• Zoho CRM provides additional functionalities for a lower price point than its competitors, according to users.

In review ratings and short-answer responses, some users disliked Zoho CRM’s:

• Quality of support. Reviewers said Zoho CRM’s support team is unresponsive. Users additionally said Zoho CRM’s customer representatives lack the knowledge to answer customer questions about the product. Users were satisfied with Zoho CRM’s quality of support at a rate of 68% (avg. 83%).
• Customization. Users said Zoho CRM is difficult to configure to meet customer needs. Some users said the difficulty involved in customizing the system prevents teams from using the system properly. Users were satisfied with Zoho CRM’s customization capabilities at a rate of 78% (avg. 82%).

Recent News

Recent news about Zoho CRM:

• On April 19, 2016, Zoho announced the launch of three new products: Zoho AppCreator, which allows businesses to create custom mobile apps; Notebook, a note-taking tool for mobile devices; and Zoho Writer, an online word processor.

Zoho CRM received at- or below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Zoho CRM to potential users because of its affordability. They advised potential buyers that Zoho CRM is most valuable for small businesses and may not be suitable for mid-market or enterprise companies. Reviewers reported that Zoho CRM is most beneficial for lead and contact management. Reviewers said they would be likely to recommend Zoho CRM at a rate of 71%.

ProsperWorks CRM is a cloud-based sales force automation solution designed to integrate with Google Apps and help organizations automate their sales processes. ProsperWorks CRM includes pipeline management, email tracking, and activity management features. ProsperWorks CRM can be purchased as a standalone solution. ProsperWorks CRM has pre-built native integrations with email marketing and file storage products as well as additional integrations with other third-party applications through its open API. Since G2 Crowd’s Winter 2016 CRM Grid℠ Report, ProsperWorks CRM was featured on the CRM Grid℠ for the first time.

Significant Numbers

Based on ProsperWorks CRM reviewer feedback:

• Organizations using ProsperWorks CRM experienced an average 73% user adoption.
• Reviewers saw a return on investment in 5 months on average.
• ProsperWorks CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked ProsperWorks CRM’s:

• Integration APIs. Reviewers said ProsperWorks CRM’s integration with Google Apps is seamless. Users said the integration with Google Apps helps users track and manage contact data and emails. Users were satisfied with ProsperWorks CRM’s integration APIs at a rate of 93% (avg. 80%).
• Task and activity management. Users said ProsperWorks CRM allows them to add and synchronize activities and tasks within Google Calendar. Users were satisfied with ProsperWorks CRM’s task and activity management features at a rate of 91% (avg. 81%).
• Dashboards. Some reviewers said ProsperWorks CRM lets users segment emails and contact information to display relevant information. Users were satisfied with ProsperWorks CRM’s dashboards at a rate of 91% (avg. 81%).

Users often switched to ProsperWorks CRM from another product because:

• ProsperWorks CRM provides an intuitive user interface and integration with Google Apps, according to users.

In review ratings and short-answer responses, some users disliked ProsperWorks CRM’s:

• Lack of native integrations. Users said ProsperWorks CRM integrates with only a limited number of products. Users agreed ProsperWorks is missing native integrations with social networks, certain file storage products, and billing software solutions.

ProsperWorks CRM received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended ProsperWorks CRM to potential users because of its integration with Google Apps for Business. Reviewers reported that ProsperWorks CRM helps small businesses manage and track customer interactions. Reviewers were satisfied with ProsperWorks CRM overall and said they would be likely to recommend it at a rate of 96%.

Workbooks.com offers cloud-based sales force automation functions to help organizations automate sales, marketing, and customer support processes. Workbooks.com includes activity management, pipeline management, and sales forecasting features. Workbooks.com can be purchased as a standalone solution in one of two packages. Workbooks.com has pre-built integrations with accounting, e-signature, and email marketing products, among others.

Significant Numbers

Based on Workbooks.com reviewer feedback:

• Organizations using Workbooks.com experienced an average 83% user adoption.
• Reviewers saw a return on investment in 7 months on average.
• Workbooks.com required 2.2 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Workbooks.com’s:

• User interface. Users agreed Workbooks.com’s design is intuitive and contributes positively to its usability. Some users said Workbooks.com’s user interface is easily navigable and that information can be easily located within the system.
• Integration APIs. Reviewers said Workbooks.com integrates well with third-party applications. Users were satisfied with Workbooks.com’s integration APIs at a rate of 86% (avg. 80%).
• Customization. Users said Workbooks.com is flexible to user needs due to its modular configuration. Users said this allows them to build their system according to their organization’s unique workflows. Users were satisfied with Workbooks.com’s customization capabilities at a rate of 87% (avg. 82%).

Users often switched to Workbooks.com from another product because:

• Workbooks.com offers more features and integrates with a larger number of third-party applications than competitors, according to users.

In review ratings and short-answer responses, users disliked Workbooks.com’s:

• Difficult setup. Some reviewers said the implementation process can be overwhelming, while others mentioned that training on the system can cost extra.

In review ratings and short-answer responses, users had mixed reactions to Workbooks.com’s:

• Performance and reliability. While reviewers said they occasionally encounter technical issues and slow system speeds, they acknowledged that Workbooks.com’s support teams actively look to resolve these issues. Users were satisfied with Workbooks.com’s performance and reliability at a rate of 88% (avg. 84%).

Recent News

Recent news about Workbooks.com:

• On January 21, 2016, Workbooks.com announced the launch of Workbooks 4.7, the latest version of their CRM software with added features and integrations, as well as multi-lingual support.

Workbooks.com received above-average ratings for all satisfaction metrics and feature questions except for ease of setup. Reviewers reported that Workbooks.com is most beneficial for tracking and centralizing sales and marketing data. Reviewers were satisfied with Workbooks.com overall and said they would be likely to recommend it at a rate of 89%.

Contactually is a cloud-based sales force automation solution designed for sales teams and real estate professionals. Contactually includes dashboards, email marketing, and pipeline management features. Contactually can be purchased as a standalone solution. Contactually has pre-built integrations with real estate listing services and email marketing products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Satisfaction decreased 5 points (normalized for the CRM category).

Significant Numbers

Based on Contactually reviewer feedback:

• Organizations using Contactually experienced an average 83% user adoption.
• Reviewers saw a return on investment in 3 months on average.
• Contactually required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Contactually’s:

• Contact and account management. Reviewers said Contactually offers a relationship-based approach to CRM and ensures users maintain active contact with clients and prospects.
• Email marketing. Users said Contactually provides numerous automated features, including support for drip email campaigns and automated reminders as well as support for the import of email communications, new contacts, and phone conversations via Contactually's mobile application. Users were satisfied with Contactually’s email marketing features at a rate of 86% (avg. 75%).
• User interface. Reviewers said Contactually offers an intuitive, visual interface, which users agreed is pleasing and easy to use. Users were satisfied with Contactually’s ease of use at a rate of 89% (avg. 84%).

Users often switched to Contactually from another product because:

• Contactually offers a more robust features set than its competitors, according to users.

In review ratings and short-answer responses, some users disliked Contactually’s:

• Mobile user support. Reviewers said Contactually’s mobile experience lacks certain capabilities. Users were satisfied with Contactually’s mobile user support at a rate of 69% (avg. 75%).
• Customization. Users said certain features of Contactually can not be customized to user needs, such as the contact list columns and buckets. Users were satisfied with Contactually’s customization capabilities at a rate of 79% (avg. 82%).

Recent News

Recent news about Contactually:

• On February 10, 2016, Contactually announced an $8 million investment into a comprehensive reconstruction and improvement of its mobile application.

Contactually received above-average ratings for satisfaction metrics and mixed ratings for feature questions. While Contactually achieved above-average ratings for contact and account management and email marketing, it fell below average for pipeline management and customization. Reviewers recommended Contactually to potential users because of its value for small business users, who make up 81% of all Contactually reviewers. They advised potential buyers to dedicate time to importing and organizing contacts into Contactually’s grouping system, particularly if users have a large volume of contacts to import. Reviewers reported that Contactually is most beneficial for managing workflows and scheduling follow-ups. Reviewers were satisfied with Contactually overall and said they would be likely to recommend it at a rate of 93%.

Vtiger CRM is a cloud-based sales force automation solution designed to help organizations improve their customer support and sales efforts. Vtiger CRM includes email marketing, contact management, and case management features. Vtiger CRM can be purchased as an open-source, standalone solution or as a cloud-based product packaged in one of three editions. Vtiger CRM has pre-built integrations with accounting, file storage, and payment gateway products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Vtiger CRM received 46 new CRM reviews.
• Satisfaction increased 50 points (normalized for the CRM category).
• Market presence increased 15 points.
• Vtiger CRM moved from a Niche product to a High Performer.

Significant Numbers

Based on Vtiger CRM reviewer feedback:

• Organizations using Vtiger CRM experienced an average 91% user adoption.
• Reviewers saw a return on investment in 8 months on average.
• Vtiger CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Vtiger CRM’s:

• Quality of support. Reviewers said Vtiger CRM’s customer support team is exceptionally helpful and knowledgeable. Users were satisfied with Vtiger CRM’s quality of support at a rate of 92% (avg. 83%).
• User interface. Users agreed Vtiger CRM’s user interface contributes to the system’s usability due to its modern appearance and accessible CRM features.
• Quote and order management. Some users said Vtiger CRM helps create quotes and manage orders. Users were satisfied with Vtiger CRM’s quote and order management features at a rate of 86% (avg. 76%).

Users often switched to Vtiger CRM from another product because:

• Vtiger CRM can be more easily configured to meet users’ needs than competing solutions, users said.

In review ratings and short-answer responses, some users disliked Vtiger CRM’s:

• Mobile capabilities. Users said Vtiger CRM’s mobile applications appear outdated and lack numerous features. Users were satisfied with Vtiger’s mobile user support at a rate of 70% (avg. 75%).
• Breadth of partner applications. Some users said Vtiger CRM does not offer the same breadth of partner integrations as some competitors. Users were satisfied with Vtiger CRM’s breadth of partner applications at a rate of 70% (avg. 73%).

Recent News

Recent news about Vtiger CRM:

• On March 21, 2016, Vtiger announced the launch of a new plugin that integrates with Corrensa, an email connector, to provide added features to Gmail, Outlook, and Office 365, allowing users to manage their Vtiger CRM account from their inbox screens.

Vtiger CRM received at- or above-average ratings for all satisfaction metrics and feature questions except for mobile user support, the breadth of partner applications, and ease of use. Reviewers recommended Vtiger CRM to potential users because of its strong support team and user interface. They advised potential buyers to configure the system to support existing sales workflows. Reviewers reported that Vtiger CRM is most beneficial for streamlining sales and customer support workflows. Reviewers were satisfied with Vtiger CRM overall and said they would be likely to recommend it at a rate of 87%.

Prophet CRM is a sales force automation solution offered by Avidian Technologies and embedded within Microsoft Outlook. Prophet CRM includes pipeline management, activity tracking, and contact management features. Prophet CRM can be purchased as a standalone solution and implemented either on-premise or as a cloud-based product. Prophet CRM has pre-built integrations with marketing automation, web conferencing, and accounting products, among others.

Significant Numbers

Based on Prophet CRM reviewer feedback:

• Organizations using Prophet CRM experienced an average 68% user adoption.
• Reviewers saw a return on investment in 10 months on average.
• Prophet CRM required 1.6 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Prophet CRM’s:

• Integration APIs. Reviewers said Prophet CRM’s integration with Microsoft Outlook is seamless and enables users to push and pull contacts, emails, tasks, and calendar events between the two systems. Users were satisfied with Prophet CRM’s integration APIs at a rate of 88% (avg. 80%).
• Quality of support. Users praised Prophet CRM’s customer support and gave it an 88% satisfaction rating (avg. 83%).

In review ratings and short-answer responses, some users disliked Prophet CRM’s:

• Difficult setup. Some reviewers said Prophet CRM is difficult to implement and needs better educational materials to help users understand how to optimize the system.

In review ratings and short-answer responses, users had mixed reactions to Prophet CRM’s:

• Data import and export tools. While some users said Prophet CRM’s bulk uploading tools need improvement, users were altogether satisfied with Prophet CRM’s data import and export tools at a rate of 86% (avg. 80%).

While Prophet CRM received at- or above-average ratings for all satisfaction metrics and feature questions except for ease of use and ease of setup. Reviewers recommended Prophet CRM to potential users because of its straightforward administrator tools. Reviewers reported that Prophet CRM is most beneficial to organizations trying to consolidate their client and lead data, as well as organizations that actively use Microsoft Outlook. Reviewers said they would be likely to recommend Prophet CRM at a rate of 81%.

Pipeliner CRM is a cloud-based CRM solution built on the Adobe AIR cross-platform runtime system and designed to help companies gain insights on the effectiveness of their CRM and sales strategies. Pipeliner CRM includes relationship management, lead tracking, and sales management features. Pipeliner CRM can be purchased as a standalone solution. Pipeliner CRM has pre-built integrations with email marketing and social media management products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Pipeliner CRM received 12 new CRM reviews.

Significant Numbers

Based on Pipeliner CRM reviewer feedback:

• Organizations using Pipeliner CRM experienced an average 77% user adoption.
• Reviewers saw a return on investment in 3 months on average.
• Pipeliner CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Pipeliner CRM’s:

• Ease of use. Users praised Pipeliner CRM’s easy navigation and nearly nonexistent learning curve. Users were satisfied with Pipeliner CRM’s ease of use at a rate of 98% (avg. 84%).
• Reporting features. Reviewers appreciated Pipeliner CRM’s in-depth reports that are available with the click of a button. Reviewers said they are able to dedicate more time to other tasks due to the straightforward reporting tools.

Users often switched to Pipeliner CRM from another product because:

• Pipeliner CRM offers a wider range of features and is easier to use than its competitors, according to users.

In review ratings and short-answer responses, some users disliked Pipeliner CRM’s:

• Mobile capabilities. While users appreciated having remote access to the tool, they said its mobile application needs improvement and updated features.
• Email features. Users said they would like the ability to create email templates within Pipeliner CRM. Users that utilize Mac computers also said that the integration with Outlook does not meet their satisfaction.

Recent News

Recent news about Pipeliner CRM:

• On March 23, 2016, Pipeliner announced the release of Automata, a new module to the CRM tool that increases the efficiency and management of the software as a whole.
• On May 26, 2016, Pipeliner announced the introduction of three separate versions of its CRM software tool: Starter, Business, and Enterprise versions.

Pipeliner CRM received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Pipeliner CRM to potential users because of its in-depth reporting features. They advised potential buyers to analyze their sales goals and processes prior to implementation of the tool. Reviewers reported that Pipeliner CRM is most beneficial for visualizing company data into clear reports. Reviewers were satisfied with Pipeliner CRM overall and said they would be likely to recommend it at a rate of 97%.

Base CRM is a cloud-based sales force automation solution designed to help sales teams track leads and optimize their sales funnels. Base CRM includes lead tracking, sales management, and customer management features. Base CRM can be purchased as a standalone solution that includes sales intelligence, reporting, and analytics features, among others. Base CRM has pre-built integrations with other products through its Base Snap API.

Significant Numbers

Based on Base CRM reviewer feedback:

• Organizations using Base CRM experienced an average 88% user adoption.
• Reviewers saw a return on investment in 3 months on average.
• Base CRM required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Base CRM’s:

• Mobile application. Users repeatedly praised Base CRM’s mobile app, saying that it is easy to navigate and has a user-friendly layout. Users were satisfied with Base CRM's mobile user support at a rate of 95% (avg. 75%).
• Ease of use. Reviewers said that Base CRM’s clean interface allows for quick learning and training, and that there is no noticeable learning curve. Users were satisfied with Base CRM’s ease of use at a rate of 95% (avg. 84%).

In review ratings and short-answer responses, some users disliked Base CRM’s:

• Lack of automation. Users were disappointed with the inability to create workflows, saying they must manually sift through data.
• Importing feature. Reviewers said Base CRM’s importing feature needs improvement, and that it prevents them from importing large amounts of data simultaneously.

Recent News

Recent news about Base CRM:

• On March 14, 2016, Base CRM announced the launch of its new Android mobile application, which is designed to provide consistency across all Android devices.

Base CRM received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Base CRM to potential users because of its efficient mobile app and ease of use. Reviewers reported that Base CRM is most beneficial for remote management and sales tracking. Reviewers were satisfied with Base CRM overall and said they would be likely to recommend it at a rate of 91%.

Membrain is a cloud-based sales force automation solution designed as a sales optimization platform to help improve sales team operations and centralize data onto a single platform. Membrain includes sales CRM, analytics, and performance management features. Membrain can be purchased as a standalone solution that also includes pipeline management, prospecting, and sales coaching features, among others. Membrain has pre-built integrations with other CRM platforms and email marketing products.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Membrain received 12 new CRM reviews.

Significant Numbers

Based on Membrain reviewer feedback:

• Organizations using Membrain experienced an average 91% user adoption.
• Reviewers saw a return on investment in 7 months on average.
• Membrain required 1.1 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Membrain’s:

• Support staff. Users repeatedly praised Membrain’s support team, calling them knowledgeable and helpful. Users were satisfied with Membrain’s quality of support at a rate of 96% (avg. 83%).
• Customization. Users appreciated the ability to customize different aspects of the solution, particularly the building of the sales pipeline. Users were satisfied with Membrain's customization capabilities at a rate of 90% (avg. 82%).

Users often switched to Membrain from another product because:

• Membrain offered a greater customization capability and a wider breadth of features.

In review ratings and short-answer responses, some users disliked Membrain’s:

• Performance and reliability. Some users reported experiencing bugs and freezes while using the software.
• Reporting and analytics. Some users said that they desire a wider variety of reporting features, and said the current features are not robust.

Membrain received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Membrain to potential users because of its dedicated support staff. They advised potential buyers to test the product prior to purchase to ensure it will fit the needs of their company. Reviewers reported that Membrain is most beneficial to track leads and establish workflows. Reviewers were satisfied with Membrain overall and said they would be likely to recommend it at a rate of 94%.

InfoFlo is a cloud-based sales force automation solution designed to help companies track leads and strengthen customer relationships. InfoFlo includes contact management, email marketing, and relationship management features. InfoFlo can be purchased as a standalone solution. InfoFlo has pre-built integrations with third-party applications such as call tracking and accounting tools.

Significant Numbers

Based on InfoFlo reviewer feedback:

• Organizations using InfoFlo experienced an average 97% user adoption.
• Reviewers saw a return on investment in 6 months on average.
• InfoFlo required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked InfoFlo’s:

• Support staff. Users reported positive experiences while interacting with InfoFlo’s support team, saying it is helpful and quick to respond. Users were satisfied with InfoFlo’s quality of support at a rate of 92% (avg. 83%).
• Integration capabilities. Users appreciated InfoFlo’s seamless integrations with most other products, specifically Microsoft Outlook.

Users often switched to InfoFlo from another product because:

• InfoFlo provides the integration with Outlook that many companies desire, according to users.

In review ratings and short-answer responses, some users disliked InfoFlo’s:

• QuickBooks integration. While users praised InfoFlo’s integrations with other products, they felt that the integration with QuickBooks in particular needs improvement.

InfoFlo received above-average ratings for all satisfaction metrics and feature questions. Reviewers recommended InfoFlo to potential users because of its integration with Outlook and helpful support staff. Reviewers reported that InfoFlo is most beneficial for task and project management. Reviewers were satisfied with InfoFlo overall and said they would be likely to recommend it at a rate of 91%.

Insightly is a cloud-based sales force automation solution designed to facilitate sales and project management processes. Insightly includes contact management, lead management, and task tracking features. Insightly can be purchased as individual modules or as an entire suite. Insightly has pre-built integrations with email and accounting products, and can integrate with other third-party applications through the Insightly API.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Insightly received 9 new CRM reviews.

Significant Numbers

Based on Insightly reviewer feedback:

• Organizations using Insightly experienced an average 68% user adoption.
• Reviewers saw a return on investment in 4 months on average.
• Insightly required less than one month on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Insightly’s:

• Ease of administration. Reviewers said Insightly enables managers to support sales efforts. Users said administrators can assign tasks, projects, and activities to different team members.
• User interface. Some users said Insightly’s design is modern and easy to navigate.
• Affordability. Reviewers repeatedly said Insightly is an affordable solution for price-sensitive buyers who do not need all of the features of enterprise-focused CRM solutions.

Users often switched to Insightly from another product because:

• Insightly provides a feature set that is more valuable for small business users, who made up 81% of reviewers for the product.

In review ratings and short-answer responses, some users disliked Insightly’s:

• Quality of support. Users agreed Insightly’s customer support team is only accessible via email and can be slow and unresponsive. Users were satisfied with Insightly’s quality of support at a rate of 74% (avg. 83%).
• Integration APIs. Reviewers said Insightly does not integrate well with third-party applications. Some users said integrations frequently fail to function properly. Users were satisfied with Insightly’s integration APIs at a rate of 69% (avg. 80%).

Recent News

Recent news about Insightly:

• On February 25, 2016, Insightly announced its integration of Microsoft’s Power BI, a reporting tool, which provides increased visualization of data in reports.

Insightly received at- or below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Insightly to potential users because of its affordability and ability to integrate with existing workflows. They advised potential buyers that Insightly provides a limited feature set that may not satisfy all user needs. Reviewers reported that Insightly is most beneficial for tracking and increasing the transparency of sales efforts. Reviewers said they would be likely to recommend Insightly at a rate of 75%.

Microsoft Dynamics CRM is a sales force automation solution designed to help organizations automate sales, customer service, and marketing efforts. Microsoft Dynamics CRM can be implemented on-premise, as a cloud-based product, or through a hybrid implementation method. Microsoft Dynamics CRM is a suite that includes sales, social, service, and marketing products. Products can be purchased as individual modules or as an integrated suite. Microsoft Dynamics CRM can integrate with some third-party applications, including some marketing automation products.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Satisfaction increased 6 points (normalized for the CRM category).

Significant Numbers

Based on Microsoft Dynamics CRM reviewer feedback:

• Organizations using Microsoft Dynamics CRM experienced an average 53% user adoption.
• Reviewers saw a return on investment in one year on average.
• Microsoft Dynamics CRM required 3.8 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Microsoft Dynamics CRM’s:

• Customization. Reviewers said Microsoft Dynamics CRM is highly flexible, scalable, and configurable to meet the needs of any organization.
• User interface. Users appreciated Microsoft Dynamics CRM’s modern, yet familiar interface. Users said the flat design does not strain users’ eyes.
• Integration with other Microsoft products. Users said Microsoft Dynamics CRM integrates seamlessly with the Microsoft product ecosystem, including Microsoft Office and Skype.

Users often switched to Microsoft Dynamics CRM from another product because:

• Microsoft Dynamics CRM is a fully customizable CRM solution that is updated frequently to meet users’ needs, according to reviewers.

In review ratings and short-answer responses, some users disliked Microsoft Dynamics CRM’s:

• Difficult implementation. Reviewers agreed Microsoft Dynamics CRM is difficult to set up and requires careful planning, product development, and knowledgeable partners to support the process. Users were satisfied with Microsoft Dynamics CRM’s ease of setup at a rate of 63% (avg. 80%).
• Usability. Users said Microsoft Dynamics CRM can be unintuitive and difficult to navigate. Some users said search capabilities and dashboards, in particular, can be difficult to use. Users were satisfied with Microsoft Dynamics CRM’s ease of use at a rate of 68% (avg. 84%).

Recent News

Recent news about Microsoft Dynamics CRM:

• On March 9, 2016, Microsoft released a new product in the Dynamics suite: Microsoft Dynamics AX, an ERP solution that can be integrated with Microsoft Dynamics CRM and other products in the Dynamics suite.

Microsoft Dynamics CRM received at- or below-average ratings for all satisfaction metrics and feature questions except for its breadth of partner applications and customization capabilities. Reviewers recommended Microsoft Dynamics CRM to potential users because of its robust feature set and configurability. They advised potential buyers that the implementation process can be time-consuming and requires a significant amount of technical expertise. Reviewers reported that Microsoft Dynamics CRM is able to comprehensively satisfy sales, support, and marketing needs when implemented properly. Reviewers said they would be likely to recommend Microsoft Dynamics CRM at a rate of 65%.

SAP CRM is a sales force automation solution designed to help sales teams accelerate productivity and sales performance, and streamline the quote-to-cash cycle. SAP CRM includes analytical tools, goal prioritization, and workflow optimization capabilities. SAP CRM can be implemented either on-premise or as a cloud-based system. SAP CRM is a suite that includes sales marketing, e-commerce, and customer service products. Products can be purchased as individual modules or as an entire suite. SAP CRM can integrate with a variety of third-party applications and other SAP products.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Satisfaction increased 5 points (normalized for the CRM category).

Significant Numbers

Based on SAP CRM reviewer feedback:

• SAP CRM required 7.6 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked SAP CRM’s:

• Workflow capabilities. Reviewers said SAP CRM offers modules to suit a variety of business workflows. Users agreed SAP CRM’s breadth of features increase the product’s overall versatility and value.

Users often switched to SAP CRM from another product because:

• SAP CRM is scalable and capable of maintaining and managing a larger amount of data than its competitors, according to users.

In review ratings and short-answer responses, some users disliked SAP CRM’s:

• Usability. Reviewers said SAP CRM is not intuitive or user-friendly. Users said SAP CRM requires extensive training due to the number of features available. Users were satisfied with SAP CRM’s ease of use at a rate of 67% (avg. 84%).
• Difficult setup. Users agreed SAP CRM is difficult to implement and configure due to its complex infrastructure. Users were satisfied with SAP CRM’s ease of setup at a rate of 60% (avg. 80%).

Recent News

Recent news about SAP CRM:

• On May 3, 2016, SAP announced the opening of its new office in Casablanca, Morocco.

SAP CRM received at- or below-average ratings for all satisfaction metrics and most feature questions for which there was enough data. Reviewers recommended SAP CRM to potential users because of its value for mid-market and enterprise companies. They advised potential buyers to designate an in-house system administrator to provide regular and continual support for the system. Reviewers reported that SAP CRM is most beneficial as a tool for tracking customer interactions with sales and support operations. Reviewers said they would be likely to recommend SAP CRM at a rate of 76%.

Oracle CRM On Demand is a cloud-based sales force automation solution designed to help organizations drive sales, marketing, loyalty, and service effectiveness. Oracle CRM On Demand includes sales forecasting and reporting features. Oracle CRM On Demand is a suite of modules that includes marketing, call center, and sales products, among others. Products can be purchased as individual modules or as an entire suite. Oracle CRM On Demand can integrate with third-party applications through Oracle's Web Services On Demand API.

Significant Numbers

Based on Oracle CRM On Demand reviewer feedback:

• Organizations using Oracle CRM On Demand experienced an average 68% user adoption.
• Oracle CRM On Demand required 6.4 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Oracle CRM On Demand’s:

• Customization. Reviewers said Oracle CRM On Demand can be easily configured to fit unique business needs and sales workflows. Users were satisfied with Oracle CRM On Demand’s customization capabilities at a rate of 86% (avg. 82%).
• Reporting. Users said Oracle CRM On Demand’s reporting tools are easy to use and able to quickly generate complex reports with a variety of graphical charts. Users were satisfied with Oracle CRM On Demand’s reporting capabilities at a rate of 87% (avg. 79%).
• Opportunity and pipeline management. Reviewers said Oracle CRM On Demand offers intuitive administrative features that simplify the tracking and allocation of accounts and sales opportunities.

Users often switched to Oracle CRM On Demand from another product because:

• Oracle CRM On Demand provides robust reporting capabilities as well as integrations with numerous third-party applications, according to users.

In review ratings and short-answer responses, some users disliked Oracle CRM On Demand’s:

• Quality of support. Some users said Oracle CRM On Demand’s customer support can be frustrating and slow to resolve technical issues. Users were satisfied with Oracle CRM On Demand’s quality of support at a rate of 68% (avg. 83%).
• User interface. Some users said Oracle CRM On Demand’s user interface appears outdated compared to competitors and is not as flexible as other areas of the system. Users were satisfied with Oracle CRM On Demand’s ease of use at a rate of 76% (avg. 84%).

Recent News

Recent news about Oracle CRM On Demand:

• On January 14, 2016, Oracle announced its plan to open a new Cloud Sales Center in Amsterdam as part of its international expansion efforts.

While Oracle CRM On Demand received below-average ratings for all satisfaction metrics, it received mixed ratings for feature questions. Oracle CRM On Demand achieved above-average ratings for dashboards and performance and reliability, but it fell below average for activity management and email marketing. Reviewers recommended Oracle CRM On Demand to potential users because of its ability to scale and be configured to meet a wide range of business needs. They advised potential buyers to understand their business requirements and processes prior to implementation so that Oracle’s implementation team can properly map the system to users’ workflows. Reviewers reported that Oracle CRM On Demand is most beneficial as a centralized database of customer and contact information. Reviewers said they would be likely to recommend Oracle CRM On Demand at a rate of 67%.

Oracle Siebel is a sales force automation solution designed to help organizations drive sales, marketing, loyalty, and service effectiveness. Oracle Siebel includes sales forecasting and reporting features. Oracle Siebel can be implemented either on-premise or as a cloud-based system. Oracle Siebel is a suite of modules that includes marketing, e-commerce, and sales products, among others. Products can be purchased as individual modules or as an entire suite. Oracle Siebel can integrate with third-party applications through Oracle Siebel’s Open UI.

Significant Numbers

Based on Oracle Siebel reviewer feedback:

• Organizations using Oracle Siebel experienced an average 64% user adoption.
• Reviewers saw a return on investment in 14 months on average.
• Oracle Siebel required 7.8 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Oracle Siebel’s:

• Customization. Reviewers said Oracle Siebel can be easily configured to meet users’ needs. Users were satisfied with Oracle Siebel’s customization capabilities at a rate of 89% (avg. 82%).
• Workflow capability. Users said Oracle Siebel’s workflow engine is strong and facilitates a wide range of business processes.
• Integration APIs. Reviewers said Oracle Siebel can integrate with anything through its Open UI. Users were satisfied with Oracle Siebel’s integration APIs at a rate of 83% (avg. 80%).

In review ratings and short-answer responses, some users disliked Oracle Siebel’s:

• User interface. Reviewers said Oracle Siebel is outdated in appearance and does not match the quality inherent in other parts of the system. Users said the user interface hinders the system’s usability. Users were satisfied with Oracle Siebel’s ease of use at a rate of 72% (avg. 84%).
• Quality of support. Users said Oracle Siebel’s technical support is expensive and its team can be slow in addressing problems. Users were satisfied with Oracle Siebel’s quality of support at a rate of 70% (avg. 83%).

Recent News

Recent news about Oracle Siebel:

• On March 29, 2016, Oracle announced the opening of a new office in Accra, Ghana.

Oracle Siebel received mixed ratings for satisfaction metrics and feature questions for which there was enough data, achieving above-average ratings for mobile user support and dashboards but falling below average for contact management and ease of setup. Reviewers recommended Oracle Siebel to potential users because of its versatility. They advised potential buyers to meticulously plan out the implementation process. Reviewers reported that Oracle Siebel is most beneficial as a centralized solution for sales and customer service efforts. Reviewers said they would be likely to recommend Oracle Siebel at a rate of 68%.

NetSuite CRM is a cloud-based CRM system designed to help organizations improve customer relationships and manage accounts. NetSuite CRM includes sales forecasting, campaign management, and quote and order management features, among others. NetSuite CRM is a suite that includes customer service, marketing automation, sales force automation, and partner relationship management products. Products can be purchased as individual modules or as an entire suite. NetSuite CRM has pre-built integrations with HR, marketing automation, and business intelligence products through NetSuite’s SuiteCloud Developer Network.

Significant Numbers

Based on NetSuite CRM reviewer feedback:

• Organizations using NetSuite CRM experienced an average 80% user adoption.
• Reviewers saw a return on investment in 18 months on average.
• NetSuite CRM required 5 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked NetSuite CRM’s:

• Robust feature set. Reviewers agreed NetSuite CRM offers a wide range of out-of-the-box capabilities that can be used for sales, marketing, and customer service efforts. Users said these built-in features reduce the need for customizations.

Users often switched to NetSuite CRM from another product because:

• NetSuite CRM offers a more robust feature set than in-house systems, according to users.

In review ratings and short-answer responses, some users disliked NetSuite CRM’s:

• Difficult business interactions. Reviewers said they frequently experience billing issues and disagreements with customer support team members. Users were satisfied with NetSuite CRM’s ease of doing business at a rate of 59% (avg. 85%).
• Difficult setup. Users agreed the implementation of NetSuite CRM is difficult and can be expensive. Users said customizations require additional payments that can exceed the annual subscription cost. Some users also said NetSuite CRM’s implementation consultants are not knowledgeable. Users were satisfied with NetSuite CRM’s ease of setup at a rate of 56% (avg. 80%).

Recent News

Recent news about NetSuite CRM:

• On April 13, 2016, NetSuite announced the opening of its new office in Amsterdam.

NetSuite CRM received below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended NetSuite CRM to potential users because of its analytics tools. They advised potential buyers to understand their requirements and how NetSuite will integrate with other systems prior to implementation. Reviewers reported that NetSuite CRM is most beneficial for its order and inventory management capabilities. Reviewers said they would be likely to recommend NetSuite CRM at a rate of 56%.

Infor CRM is a sales force automation solution designed to improve sales strategies and results. Infor CRM includes analytics, reporting, and market targeting features, among others. Infor CRM can be implemented either on-premise or as a cloud-based product as part of Infor CloudSuite, an enterprise management suite that also includes ERP and human capital management products. Products can be purchased as individual modules or as an entire suite. Infor CRM has pre-built integrations with email marketing products, among others.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• Satisfaction increased 8 points (normalized for the CRM category).

Significant Numbers

Based on Infor CRM reviewer feedback:

• Organizations using Infor CRM experienced an average 59% user adoption.
• Reviewers saw a return on investment in 15 months on average.
• Infor CRM required 5.5 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Infor CRM’s:

• Ease of use. Users appreciated Infor CRM’s easy navigation and user-friendly interface, saying they enable users to quickly retrieve information.
• Customization. Users repeatedly said Infor CRM’s customization capabilities are straightforward and intuitive.

Users often switched to Infor CRM from another product because:

• Infor CRM offers more features than their previous products.

In review ratings and short-answer responses, some users disliked Infor CRM’s:

• Performance and speed. Users said they occasionally encounter technical issues and slow loading speeds while using the software. Some users said the system can occasionally crash.

Infor CRM received below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Infor CRM to potential users because of its customization capabilities. They advised potential buyers to try the free trial before complete implementation. Reviewers reported that Infor CRM is most beneficial for optimizing sales team performance. Reviewers said they would be likely to recommend Infor CRM at a rate of 59%.

Sage CRM is a sales force automation solution designed to help businesses accelerate sales growth and improve relationship management. Sage CRM includes contact management, lead tracking, and sales forecasting features. Sage CRM can be implemented either on-premise or as a cloud-based product. Sage CRM can be purchased as a standalone solution. Sage CRM has pre-built integrations with ERP products, among others.

Significant Numbers

Based on Sage CRM reviewer feedback:

• Organizations using Sage CRM experienced an average 70% user adoption.
• Reviewers saw a return on investment in 23 months on average.
• Sage CRM required 3.7 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked Sage CRM’s:

• Updates. Users appreciated Sage CRM’s frequent updates and said these constantly improve the platform’s performance and reliability.

In review ratings and short-answer responses, some users disliked Sage CRM’s:

• Integration capabilities. Users said that Sage CRM’s integrations with other products need improvement, and that it is not compatible with a wide enough range of products.

Recent News

Recent news about Sage CRM:

• On January 12, 2016, Sage announced a partnership with Cloud9 Real Time, a cloud computing hosting provider, to provide Sage users with better access to customer information and data.

Sage CRM received below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended Sage CRM to potential users because of its frequent updates and improvements. They advised potential buyers to be aware that real-time updates are not always accurate or fast. Reviewers reported that Sage CRM is most beneficial for tracking sales and organizing customer information. Reviewers said they would be likely to recommend Sage CRM at a rate of 62%.

SugarCRM is a sales force automation solution designed to help companies optimize their customer relationships. SugarCRM includes contact management, sales intelligence, and lead management features. SugarCRM can be implemented either on-site or as a cloud-based solution. SugarCRM is a suite that includes marketing, customer support, and sales products, among others. Products can be purchased as individual modules or as an entire suite. SugarCRM has pre-built integrations with document management, social media management, and marketing automation products.

Market Changes

Since G2 Crowd’s Winter 2016 CRM Grid℠ Report:

• SugarCRM moved from a Niche to a Contender.

Significant Numbers

Based on SugarCRM reviewer feedback:

• Organizations using SugarCRM experienced an average 73% user adoption.
• Reviewers saw a return on investment in 11 months on average.
• SugarCRM required 2 months on average for implementation.

Reviewer Feedback

In review ratings and short-answer responses, users liked SugarCRM’s:

• Customization. Reviewers repeatedly praised SugarCRM’s customization capabilities, saying they allow users to modify the tool to fit their needs. Users were satisfied with SugarCRM's customization capabilities at a rate of 88% (avg. 82%).
• Reporting features. Users appreciated the reporting features provided by SugarCRM, calling them helpful and insightful.

Users often switched to SugarCRM from another product because:

• SugarCRM offers a wider range of features than its competitors, according to users.

In review ratings and short-answer responses, some users disliked SugarCRM’s:

• Learning curve. Users said SugarCRM has a steep learning curve and can be difficult to adopt for those who are not tech-savvy. Users were satisfied with SugarCRM's ease of use at a rate of 70% (avg. 84%).
• Performance and reliability. Users reported that they experience frequent bugs within the system, especially after updates. Users were satisfied with SugarCRM's performance and reliability at a rate of 68% (avg. 84%).

Recent News

Recent news about SugarCRM:

• On March 2, 2016, SugarCRM announced the acquisition of Constatic, a language processing platform, for an undisclosed sum.

SugarCRM received below-average ratings for all satisfaction metrics and feature questions. Reviewers recommended SugarCRM to potential users because of its customization capabilities. They advised potential buyers to try the demo first to ensure that SugarCRM is right for their company. Reviewers reported that SugarCRM is most beneficial to track sales and customers. Reviewers said they would be likely to recommend SugarCRM at a rate of 64%.