Fall 2014 Grid CRM report names SalesForce, Microsoft Dynamics CRM as Leaders

The Fall 2014 Grid Report for CRM Software* from software review site G2 Crowd, ranks 27 products to help CRM software buyers in their selections. The new report is based on more than 1,700 reviews and ratings from business professionals, including more than 500 new reviews since the previous version of the report, released in January 2014.

The Grid, G2 Crowd's software recommendation engine, factors in customer satisfaction reported by users and vendor market presence determined from social and public data to rank products.

To qualify as a Leader, a product must receive a high customer satisfaction score and have substantial market presence. Salesforce and Microsoft Dynamics CRM were named Leaders, with 13 additional vendors named High Performers. High Performers earn high customer satisfaction scores with a smaller market presence than Leaders.

High Performers were Nimble, Workbooks.com, Salesnet, Base CRM, Contactually, Pipeliner CRM, PipelineDeals, WORK[etc], Pipedrive, Maximizer CRM, CiviCRM, InfoFlo Software and Nutshell. Overall, Nimble and Workbooks.com were tied with the highest customer satisfaction scores.

Across all CRM products, reviewers reported the product they use meets their requirements at an average rate of 82%, and on average reviewers said they were 81% likely to recommend the product they use.

CRM software reviews on G2 Crowd include:

"We use Workbooks across all parts of our business. As the CEO I regularly access to a few dashboards that tell me the majority of information I need to know about the business performance in [real time]."
- James Gray, CEO and Founder of Taopix, a UK-headquartered company with offices in Singapore, Hong Kong and Japan.

Of the 151 software vendors listed in G2 Crowd's CRM software category, the 27 ranked products each received 10 or more ratings and reviews to qualify for inclusion on the Grid. New vendors listed on the Grid include Contactually, Pipeliner CRM, Pipedrive, InfoFlo Software and Nutshell.

Satisfaction rankings are generated from the user reviews, and market presence is calculated from vendor size, market share, and social impact. Based on a combination of these scores, each software solution is categorised as a Leader, High Performer, Contender, or Niche.

Premium research access can be purchased on the site for US$599 and offers the original data for filtering and weighting, as well as individual profiles of each software platform with the most helpful positive and negative CRM software reviews, detailed company information, user satisfaction ratings, feature scores and customer metrics. Future refreshes of the Grid will provide updated rankings based on the latest reviews and social data.

*G2 Crowd defines customer relationship management (CRM) systems enable companies to track and manage all customer interactions across the customer lifecycle from lead to order to support in one master system of record. CRM software suites typically provide sales force automation (SFA), marketing automation features, customer support features and a unifying database to manage customer data and customer-facing applications.