A recent study from the crowdsourced software review service G2 Crowd revealed Nimble and Workbooks.com topped the customer satisfaction rankings, with both receiving 98%.
The Grid for CRM analyzed roughly 1,700 ratings and reviews of more than 150 CRM systems. Of the 27 products qualified. G2 Crowd rated CRM systems based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks.
The CRM products that made the Grid were placed into four categories:
- Leaders— software that is rated highly by G2 Crowd users and have significant scale, market share and global support and service resources;
- High Performers — highly rated products that are lacking in market share and scale;
- Contenders — CRM systems with scale and resources, but received below average user satisfaction ratings; and
- Niche Vendors — products with positive customer satisfaction ratings, but have not yet received enough reviews to validate their success.
While Nimble and Workbooks tied for the lead in customer satisfaction, Salesforce follows close behind with a 93% satisfaction rating. Although Microsoft Dynamics fell into the Leaders category, the company received a 58% customer satisfaction rating — credited to a difficult user interface, according to the report.
Salesforce leads the group with an 88% market presence rating, as expected due to receiving roughly 40% of all the reviews submitted to G2 Crowd. Microsoft Dynamics (78%), Oracle Siebel (68%) and SAP CRM (67%) were at the top in terms of market presence.
Click here for a complete copy of the report.
