Grid Report for CRM by G2 Crowd Winter '14 v3.1 SFDC€¦ · Salesforce.com (NYSE:CRM) was founded in 1999. The San Francisco, CA–based company reported 2013 revenues of $3.05 billion

© 2014 G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2 Crowd’s prior written permission. While the information in this report has been obtained from sources believed to be reliable, G2 Crowd disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

CRM Products The following products are shown on the CRM Grid:

n Leaders: Salesforce CRM and Microsoft Dynamics CRM

n High Performers: Workbooks.com, Nimble, Salesnet, Zoho CRM, SugarCRM, PipelineDeals, WORK[etc],

CiviCRM, Base CRM and Maximizer

n Contenders: NetSuite CRM, SAP CRM, Oracle CRM On Demand, and Oracle Siebel

n Niche: ACT!, Highrise, Goldmine, Oracle Sales Cloud, Sage CRM and Saleslogix

We calculated the relative customer satisfaction based on user reviews and scale based on market share, vendor size, and social impact to place products into four categories:

n Leaders offer CRM products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources.

n High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the Leader category.

n Contenders have significant scale and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products.

n Niche vendors do not have the scale and market share of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success.

© 2014 G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 2

Grid Scores for CRM

The table below shows the satisfaction and scale scores that determine vendor placement on the Grid. The table includes products with a minimum of 10 reviews based on data gathered by January 13, 2014. To learn more about each of the vendors please see the executive profiles in the next section.

* Indicates a best in category score The satisfaction score (1-100 scale) is calculated based on the average ratings from hundreds of real users completing a 71 question review survey about all aspects of a product, services, and support. We normalize the satisfaction scores relative to other scores within the same software category and on the number of valid reviews and ratings received. The scale score (1-100 scale) considers a vendor’s size, online and social presence, and market share, to determine the level of resources it can apply to development and support.


CRM Vendor Executive Summaries This section includes summary profiles of each CRM vendor with 10 or more reviews.

Salesforce CRM

Salesforce CRM has been named a Leader based on receiving a high customer satisfaction score and the highest scale score. 91% of users rated it 4 or 5 stars (265 of 292 reviews). 84% of customers would recommend the product to peers, and 87% believe Salesforce CRM is headed in the right direction. Salesforce.com (NYSE:CRM) was founded in 1999. The San Francisco, CA–based company reported 2013 revenues of $3.05 billion and has 12,000 employees on LinkedIn. In short-answer responses, users praised Salesforce CRM’s integrations and customization especially compared to other solutions in the marketplace. Many users called it the backbone of their business. Enterprise users liked the flexibility and depth of the platform. A common downside mentioned was the escalating costs of customizing Salesforce CRM from the out-of-the-box product. In G2 Crowd feature questions, users rated Salesforce CRM at 85% on overall CRM functionality above the industry average of 79%. Users were most satisfied with Salesforce CRM’s integration APIs with 94% satisfaction (vs. 74% average). Salesforce CRM customers were least satisfied with its mobile user support feature with 57% satisfaction (vs. 70% average). Across all other features, Salesforce CRM received satisfaction scores between 70% and 92%.

Microsoft Dynamics CRM

Microsoft Dynamics CRM has been named a Leader based on receiving a high customer satisfaction score and a high scale score. 46% of users rated it 4 or 5 stars (13 out of 28 reviews). 60% of customers would recommend it to peers, and 61% believe Microsoft Dynamics CRM is headed in the right direction. Microsoft (NASDAQ:MSFT) was founded in 1975. The Redmond, WA–based company reported 2013 revenues of $77.849 billion and has 109,393 employees on LinkedIn. In short-answer responses, users liked the customization of Microsoft Dynamics CRM as well as the integrations available with other Microsoft products (especially Outlook). The latest version received praise for improving problems with non-IE browser support and a hard-to-navigate user interface. Many customers noted the importance of choosing a good implementation partner. In G2 Crowd feature questions, users rated Microsoft Dynamics CRM at 76% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with Microsoft Dynamics CRM’s sandbox / test environments with 86% satisfaction (vs. 83% average). Customers were least satisfied with its integration APIs rated with 43% satisfaction (vs. 74% average). Across all other features, Microsoft Dynamics CRM received satisfaction scores between 43% and 86%.


Workbooks.com

Workbooks.com has been named a High Performer based on receiving the highest customer satisfaction score and a low scale score. 98% of users rated it 4 or 5 stars (50 of 51 reviews). 93% of customers would recommend it to peers, and 94% believe Workbooks.com is headed in the right direction. Workbooks.com is a private company founded in 2007. The Reading, UK based company has received $2.28 million in venture capital and has 30 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users praised the platform’s ease of use and the technical support team for being very helpful. Some users requested more advanced reporting features. Customers appear to have implemented the software quickly and without a third party. In G2 Crowd feature questions, users rated Workbooks.com 89% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with Workbooks.com case management with 93% satisfaction (vs. 75% average). Workbooks.com customers were least satisfied with its breadth of partner applications, which customers rated at 80% (vs. 70% average). Across all other features, Workbooks.com received satisfaction scores between 80% and 91%.

Nimble

Nimble has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 100% of users rated it 4 or 5 stars (39 of 39 reviews). 93% of customers would recommend it to peers, and 85% believe Nimble is headed in the right direction. Nimble is a private company founded in 2009. The Santa Monica, CA–based company has received $3 million in venture capital and has 28 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, Nimble users praised its social network integration and management of contacts across different social networks. The Nimble support team also received great reviews for fast and helpful assistance. The biggest dislike was a lack of a mobile application, which Nimble addressed by releasing an iOS app in 2013. In G2 Crowd feature questions, users rated Nimble 85% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with Nimble’s social network integration with 99% satisfaction (vs. 67% average). Nimble customers were least satisfied with its territory and quota management, which they rated at 54% (vs. 70% average). Across all other features, Nimble received satisfaction scores between 57% and 100%.


Salesnet

Salesnet has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 100% of users rated it 4 or 5 stars (18 of 18 reviews). 96% of customers would recommend it to peers, and 100% believe Salesnet is headed in the right direction. Salesnet is a product of Oracle RightNow, a division of Oracle (NYSE:ORCL). Oracle is based out of Redwood Shores, CA and had 2013 revenues of $37.7 billion. Oracle has 127,092 employees on LinkedIn and an estimated 23 employees dedicated to Salesnet. In short-answer responses, Salesnet users liked its easy to use interface and customer support. Users would like to see improvements to its reporting and email integration features. In G2 Crowd feature questions, users rated Salesnet 90% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with Salesnet’s performance and reliability with 96% satisfaction (vs. 82% average). Salesnet customers were least satisfied with its social network integration, which they rated at 64% (vs. 67% average). Across all other features, Salesnet received satisfaction scores between 69% and 92%.

Zoho CRM

Zoho CRM has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 71% of users rated it 4 or 5 stars (17 of 24 reviews). 70% of customers would recommend the product to peers, and 52% believe Zoho CRM is headed in the right direction. Zoho is a private company founded in 1996. The Pleasanton, CA–based company has 1,957 employees on LinkedIn. According to InsideView, Zoho had revenues of $56 million in 2012. In short-answer responses, small-business users liked Zoho CRM’s ease of use and customization. Major selling points for these users were its quick setup and cost effectiveness compared to CRM competitors. Many reviewers cited a lack of integration with other products as a major drawback. In G2 Crowd feature questions, users rated Zoho CRM at 77% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with Zoho CRM’s contact and account management with 84% satisfaction (vs. 83% average). Zoho CRM customers were least satisfied with its call center features, which they rated at 52% (vs. 76% average). Across all other features, Zoho CRM received satisfaction scores between 53% and 82%.


SugarCRM

SugarCRM has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 62% of users rated it 4 or 5 stars (18 of 29 reviews). 67% of customers would recommend the product to peers, and 64% believe SugarCRM is headed in the right direction. SugarCRM is a private company founded in 2004. The Cupertino, CA–based company has raised $120 million in venture capital and has 364 employees on LinkedIn. According to InsideView, SugarCRM had revenues of $46 million in 2012. In short-answer responses, users liked that SugarCRM’s open source platform allowed for flexibility and integration with other programs. They also cited SugarCRM’s price as a major draw. Users disliked the need for developers to configure the system and pointed to a lack of features compared to competitors.

In G2 Crowd feature questions, users rated SugarCRM at 75% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with SugarCRM’s sandbox / test environments with 86% satisfaction (vs. 83% average). SugarCRM customers were least satisfied with its call-center features, which customers rated at 57% (vs. 76% average). Across all other features, SugarCRM received satisfaction scores between 58% and 82%.

PipelineDeals

PipelineDeals has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 95% of users rated it 4 or 5 stars (18 of 19 reviews). 93% of customers would recommend it to peers, and 94% believe PipelineDeals is headed in the right direction. PipelineDeals is a private company founded in 2006. The Wayne, PA–based company has 13 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked PipelineDeals intuitive interface and customer support. Users noted that it is mainly for small businesses and gets the job done without the complexity of other platforms. Some users would like to see improvements in automation and calendar features. In G2 Crowd feature questions, users rated PipelineDeals 91% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with PipelineDeals’ output document generation with 100% satisfaction (vs. 77% average). PipelineDeals customers were least satisfied with its email marketing features, which customers rated at 66% (vs. 70% average). Across all other features, PipelineDeals received satisfaction scores between 71% and 100%.


CiviCRM

CiviCRM has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 100% of users rated it 4 or 5 stars (18 of 18 reviews). 92% of customers would recommend it to peers, and 100% believe CiviCRM is headed in the right direction. CiviCRM is an open-source CRM founded in 2005. The non-profit organization has 8 employees on LinkedIn. In short-answer responses, users liked that CiviCRM is a free and open source platform specifically focused on the non-profit community. Many users recommended having a developer experienced with CiviCRM handle the installation and customization process. In G2 Crowd feature questions, users rated CiviCRM 87% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with CiviCRM’s call-center features with 100% satisfaction (vs. 76% average). CiviCRM users were least satisfied with its desktop integration, which they rated at 67% (vs. 71% average). Across all other features, CiviCRM received satisfaction scores between 71% and 92%.

WORK[etc] WORK[etc] has been named a High Performer based on receiving a high customer satisfaction score and a low scale score. 92% of users rated it 4 or 5 stars (11 of 12 reviews). 85% of customers would recommend it to peers, and 88% believe WORK[etc] is headed in the right direction. WORK[etc] is a private company based in Sydney, Australia. WORK[etc] has 7 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, small business users liked that it is a jack of all trades for their business software. Users anticipated more updates as the product grows, particularly around integration and reporting. In G2 Crowd feature questions, users rated WORK[etc] 84% on overall CRM functionality, above the industry average of 79%. Users were most satisfied with WORK[etc]’s mobile user support with 100% satisfaction (vs. 70% average). WORK[etc] users were least satisfied with its sandbox / test environments, which users rated at 71% (vs. 83% average). Across all other features, WORK[etc] received satisfaction scores between 71% and 100%.


NetSuite CRM

NetSuite CRM has been named a Contender based on receiving a low customer satisfaction score and a high scale score. 50% of users rated it 4 or 5 stars (20 of 40 reviews). 61% of customers would recommend it to peers, and 64% believe NetSuite CRM is headed in the right direction. NetSuite (NYSE:N) was founded in 1998. The San Mateo, CA–based company reported 2012 revenues of $308 million and has 2,229 employees on LinkedIn. In short-answer responses, NetSuite users like the platform’s ability to scale and be customized. Users suggested finding a 3rd party partner experienced in NetSuite for implementation. Users disliked the interface and found it difficult to navigate without training. In G2 Crowd feature questions, users rated NetSuite CRM 66% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with NetSuite CRM’s platform customization with 75% satisfaction (vs. 77% average). NetSuite CRM customers were least satisfied with its mobile user support, which they rated at 50% (vs. 70% average). Across all other features, NetSuite CRM received satisfaction scores between 53% and 75%.

SAP CRM

SAP CRM has been named a Contender based on receiving a low customer satisfaction score and a high scale score. 69% of users rated it 4 or 5 stars (11 of 16 reviews). 71% of customers would recommend it to peers and 75% believe SAP CRM is headed in the right direction. SAP (NYSE:SAP) was founded in 1972. The Walldorf, Germany based company reported 2012 revenues of $21.66 billion and has 57,429 employees on LinkedIn. In short-answer responses, users liked the interface and customization possibilities of SAP CRM. Users found it easy to integrate with other SAP products, especially SAP ERP. For some users, customizing the software proved to be a downside when upgrading to a new version. In G2 Crowd feature questions, users rated SAP CRM 72% on overall CRM functionality below the industry average of 79%. Users were most satisfied with SAP CRM’s sandbox / test environments with 81% satisfaction (vs. 83% average). SAP CRM customers were least satisfied with its reporting, which they rated at 43% (vs. 75% average). Across all other features, SAP CRM received satisfaction scores between 57% and 80%.


Oracle CRM On Demand

Oracle CRM On Demand has been named a Contender based on receiving a low customer satisfaction score and a high scale score. 27% of users rated it 4 or 5 stars (3 of 11 reviews). 60% of customers would recommend it to peers, and 27% believe Oracle CRM On Demand is headed in the right direction. Oracle (NYSE:ORCL) was founded in 1977. The Redwood Shores, CA-based company reported 2013 revenues of $37.7 billion and has 127,092 employees on LinkedIn. In short-answer responses, users liked Oracle CRM On Demand’s reporting and analytics capabilities. Users disliked the interface and found the integrations with other products to be lacking compared to other vendors. In G2 Crowd feature questions, users rated Oracle CRM On Demand 66% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with Oracle CRM On Demand’s user, role and access management with 80% satisfaction (vs. 82% average). Oracle CRM On Demand customers were least satisfied with its PRM features, which customers rated at 36% (vs. 71% average). Across all other features, Oracle CRM On Demand received satisfaction scores between 38% and 77%.

Oracle Siebel

Oracle Siebel has been named a Contender based on receiving a low customer satisfaction score and a high scale score. 46% of users rated it 4 or 5 stars (5 of 11 reviews). 60% of customers would recommend it to peers, and 36% believe Oracle Siebel is headed in the right direction. Oracle (NYSE:ORCL) was founded in 1977. The Redwood Shores, CA-based company reported 2013 revenues of $37.7 billion and has 127,092 employees on LinkedIn. In short-answer responses, users liked the customization possibilities of Oracle Siebel. Users disliked the cost and time necessary for implementation. Many felt it is an outdated interface and requires training to use properly. In G2 Crowd feature questions, users rated Oracle Siebel 73% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with Oracle Siebel’s mobile user support with 86% satisfaction (vs. 70% average). Oracle Siebel customers were least satisfied with its social collaboration features, which customers rated at 29% (vs. 68% average). Across all other features, Oracle Siebel received satisfaction scores between 29% and 77%.


ACT!

ACT! has been named a Niche vendor based on receiving a low customer satisfaction score and a low scale score. 18% of users rated it 4 or 5 stars (2 of 11 reviews). 54% of customers would recommend it to peers, and 27% believe ACT! is headed in the right direction. Swiftpage was founded in 2001. The Denver, CO–based company has 268 employees on LinkedIn. Revenue is unknown for this private company. In short-answer responses, users liked ACT!’s price and document sharing capabilities. Users disliked the interface and integration options. In G2 Crowd feature questions, users rated ACT! 63% on overall CRM functionality, below the industry average of 79%. Users were most satisfied with ACT!’s document and content management with 86% satisfaction (vs. 75% average). ACT! customers were least satisfied with its marketing ROI analytics, which customers rated at 29% (vs. 69% average). Across all other features, ACT! received satisfaction scores between 29% and 79%.


CRM Market Definition Customer Relationship Management (CRM) systems enable companies to track and manage all customer interactions across the customer lifecycle in one master system of record. CRM suites typically provide:

n Sales Force Automation (SFA) including contact, account, and opportunity management

n Marketing automation features such as lead and campaign management

n Customer support features such as support case and knowledge management

n A unifying database and platform for companies to manage customer data across the company

Grid Rating Methodology The Grid represents the democratic voice of real business and IT users, rather than subjective opinion of one analyst. G2 Crowd rates CRM products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks.

Technology buyers can use the Grid to help them quickly select the best CRM product for their business; to set realistic goals for their marketing initiatives, and to find peers with similar experiences. For vendors, media, investors, and analysts, the Grid provides benchmarks for vendor comparison and market trend analysis.

Grid Scoring Methodology G2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor scale scores in real time.

The satisfaction rating is affected by the following (in order of importance):

n Overall customer satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users

n Customer satisfaction with second-level product attributes based on user reviews

n Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd

The scale score is affected by the following (in order of importance):

n Number of employees for product and parent company (based on social networks and public sources)

n Market share based on share of voice including number of ratings and reviews received

n Vendor momentum based on web traffic and Google search trends

n Product social impact based on Klout score and Twitter followers

n Vendor social impact based on Klout score, Twitter, and LinkedIn followers

n Revenue and year over year revenue growth rate (if available)

n Age of company (number of years in operation)

n Employee satisfaction and engagement (based on social network ratings)


Rating Changes and Dynamics The ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up to January 13, 2014. The ratings may change as the products are further developed, the vendors grow, and as additional opinions are shared by users. G2 Crowd updates the ratings on its website in real-time as additional data is received, and we will update this report at least once per quarter. By improving their products and support and/or by having more satisfied customer voices heard, contenders may become leaders and niche vendors may become high performers.

Trust Keeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user’s identity and employer. We do not allow users to rate their employer’s products or those of their employer’s competitors. Though we share reviews from business partners (they often contain valuable content), we filter out business partner ratings in our aggregate ratings to avoid bias.

Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings.

Grid Inclusion Criteria All products in a G2 Crowd category that have at least 10 reviews/ratings from real users of the product will be included in the Grid. Inviting other users, such as colleagues and peers to join G2 Crowd and share authentic product reviews will accelerate this process.

If a CRM product is not yet listed on G2 Crowd and it fits the CRM market definition above, then users are encouraged to suggest its addition to our CRM category on our website at www.g2crowd.com.


CRM Grid Velocity The Grid velocity section of the report highlights products that have significantly moved in Grid position over the past 6 months.

G2 Crowd users contributed more than 300 ratings and reviews of CRM products between the Summer ’13 and Winter ’14 Grids. Nimble, a High Performer, had the most positive momentum on the Winter ’14 Grid. Nimble’s satisfaction score increased by 18 points (23%) and its scale score increased by 11 points (36%) compared to Summer ‘13. Oracle CRM On Demand had negative momentum in the Contender category due to decreases in satisfaction score and scale score. Sage CRM received a consistent satisfaction score but its drop in scale score moved the product from a Contender to a Niche Vendor.

CRM Satisfaction Ratings

G2 Crowd users rated CRM software vendors ability to satisfy their needs as shown in the table below. Average satisfaction levels across categories were varied across all vendors in the range of 62% to 96%. Users validated that these providers meet their functionality requirements at high levels between 63% and 91%.


CRM Product Feature Comparison G2 Crowd users have evaluated the CRM software vendors by functional category. The results are shown below for vendors with at least 10 reviews.

In the table below, the same feature ratings are provided numerically. A 100% is equivalent to a full bubble in the chart above and means all of the users who rated the features gave the product a 7/7 rating on this dimension.

All CRM vendors have high fulfillment of the requirements relative to other enterprise software categories. Overall, customers were most satisfied with platform features and least satisfied with mobile and social features of the CRM tools. More detailed satisfaction ratings including breakdowns to the feature level within each functional category are available for download in the Grid Spreadsheets offered as premium research on G2 Crowd at www.g2crowd.com/offers/crm-research.


Customer Segments Served As show in the table below, CRM vendors serve a range of small, mid-market, and enterprise customers.

Deployment and Implementation 74% of CRM solutions are deployed as SaaS (software as a service) solutions in the cloud. CRM solutions were deployed with an average implementation time of 2.4 months.


CRM User Adoption Levels and ROI Adoption across the vendors averaged 75%. A fast payback was reported for most solutions with an average payback of 10 months.

CRM Mobile Applications CRM solutions often include mobile applications to keep track of opportunities on the go. Native iOS and Android app ratings are provided below. Vendors without a native app typically provide mobile-friendly versions of their platform to be accessible via a smartphone Internet browser.


Vendor/Product Scale Key data on the vendor’s scale and impact are summarized below. Additional vendor demographic data is available for download in the Grid Spreadsheets.

The table below summarizes the social and web impact for individual products.


CRM Awards The CRM products most highly rated by G2 Crowd users have earned “Leader” and “High Performer” badges as shown below. A vendor must have received at least 10 valid customer reviews in order to qualify for these badges.

Documents

Grid Report for CRM by G2 Crowd Winter '14 v3.1 SFDC€¦ · Salesforce.com (NYSE:CRM) was founded in 1999. The San Francisco, CA–based company reported 2013 revenues of $3.05 billion