Today, we awarded the 2018 TrustRadius Top Rated badges for Customer Relationship Management Software. The TrustRadius Top Rated awards are unique in that they are an unbiased reflection of customer sentiment, based solely on user satisfaction scores. They are not influenced by analyst opinion, the vendor’s company size, popularity, site traffic, or status as a TrustRadius customer.
Customer Relationship Management (CRM) Software supports an approach to customer interactions in which businesses record the entire customer journey from the first point of contact to after a sale. CRM products aim to optimize marketing, sales, and customer service efforts by providing a central database–or a “single source of truth”–with features to track, monitor, and analyze people, companies, and activities/communications. Since this is a very established space, vendors’ value propositions all sound pretty similar. However, CRM products tend to be geared towards companies of different sizes (with different needs for user permissions and database size), and differ vastly in terms of price, reporting capabilities, integrations, and user-friendliness. Reviews from other organizations like your own can provide helpful insight, especially since user adoption is key to reaping the benefits of a CRM system.
Here are the winners:
Overall Top Rated
With 1,776 ratings and reviews on TrustRadius, Salesforce is a clear leader in the space. It’s a web-based CRM used by companies of all sizes and is Top Rated by users across the small business, mid-size, and enterprise segments. Reviewers often mention how flexible and comprehensive the platform is, the number of integrations available, and that the opportunity and task tracking is top notch.
“Salesforce.com powers our entire operation. By providing a channel for our lead generation efforts, a platform for our pipeline management, and a forum for the execution of the services to our customers, Salesforce.com is managing our processes.”
– Irene Chivily Von Toussaint | Vice President, Operations | Precision Painting Plus
Insightly has 391 ratings and reviews on TrustRadius. It’s a web-based CRM with a strong presence in the small business segment, with 62% of ratings and reviews contributed by users at small businesses. Reviewers appreciate Insightly’s ease of use, reasonable price, project management features, and integration options.
“It is used across the whole organization. It helps to report on sales, to work as a team, to manage projects and to automate tasks and workflows. We also have a detailed view of what the problems are and are able to give solutions on the fly. The integration with Evernote, MailChimp, and Slack helps us work much more efficiently.”
– Alvaro Satrustegui | President and CEO | Exsel Underwriting Agency SL
HubSpot CRM is a free option that integrates with HubSpot’s marketing automation platform and sales email tools. It’s much simpler than many of the other products on the TrustMaps. Reviewers say it’s easy to set up and helps to get contacts organized so that customer-facing teams can work together.
“We have used HubSpot CRM to coordinate our marketing and sales teams better. It has been great for getting everyone on the same page and sharing all the relevant information on customers, and interactions with them, that each team has. It has really helped unify our efforts so we can be more effective.”
– Rick Marsland | Marketing Content Developer | Surety Solutions LLC
Sage CRM has 48 ratings and reviews on TrustRadius, mainly from users at small businesses (35%) and mid-size companies (33%). The product offers both on-premise and cloud-based deployment options. Reviewers mention support case workflows, the ability to customize the system, and integrations with Sage financial products as a few of the strengths that set Sage CRM apart.
“Sage CRM is used across our entire organization. We use it for opportunity and lead management in our sales department. We use it for collections tracking in our accounting department, scheduling across the organization but primarily for our service delivery department, we also have modified CRM to assist with Project Management in our service delivery department. We also use Sage CRM in our support/customer care department for logging and tracking of issues/cases. Our marketing department uses it for the creation of lists and the maintenance of our customer database. Integration to our accounting system allowing sales to view accounting info and accounting to view sales info.”
– Glen Mund | Executive Account Manager | BAASS Business Solutions
Nimble has 31 ratings and reviews on TrustRadius. Its biggest presence is in the small business segment, with 58% of ratings and reviews contributed by users at small businesses. Nimble is a bit different from other products in this category in that it’s focused primarily on social customer relationship management. Reviewers like Nimble’s browser-based prospecting tools, and the ability to tie together email and social interactions with contacts.
“The problem that Nimble solves is giving us the ability to locate and find prospects. Other CRM tools feel like a repository of data where you put all your data in there and then others can see it. The organization, ability to add new information about prospects and the ability to set up automatically “keep in touch” tasks in the tool reduces the amount of organizing needed. We organize and reach out to clients far more efficiently with Nimble. Rarely do we need to do any data entry due to the tight integration with email and Chrome/Safari.”
– Shirin Elkoshairi | Co-founder, Cloud and Infrastucture Consultant | ColoAdvisor
Oracle Sales Cloud has 27 ratings and reviews on TrustRadius. As a broad sales platform that goes beyond CRM with sales intelligence, partner management, sales performance management, and other features, it’s used mainly by mid-size companies and enterprises. A couple key positives are the customizability, lead tracking, mobile app, and integrations with other Oracle products.
“If you need a single solution that can be used not only by your executive team but also your sales reps and everyone else in between, Oracle Sales Cloud is a great option to go with. If you happen to have other Oracle Systems such as Fusion HCM/CRM/PBCS, it will only be logical to add this instead of any other application since they all integrate so well.”
– Verified User | Consultant in Professional Services | Computer Software Company
Bullhorn CRM has 44 ratings and reviews on TrustRadius. Its largest presence is in the mid-market segment, with 66% of ratings and reviews contributed by users at mid-size companies. Bullhorn includes typical CRM features for sales and marketing, but unlike other products in this category, it also offers specific recruiting features for staffing agencies that need to manage relationships with candidates and companies. Reviewers appreciate the candidate management features, including resume storage and parsing, and having one centralized database for all contacts and activities.
“Our whole organization uses Bullhorn CRM and its helps our organization with creating, maintaining, and managing task lists, and so much more. It really helps with both recruiters and sales associates to keep track of our consultants and job tasks at hand. It is a great tool for pipelines, and keeping tasks on candidates and clients.”
– Justin Taylor | Managing Consultant | Procom
Base CRM has 30 ratings and reviews on TrustRadius. It’s focused on mobile accessibility and pipeline management tools, and is mostly used by SMBs. Reviewers frequently mention the email integration feature, the mobile app, and the intuitive reporting as strengths of Base CRM.
“Base is a great all-around CRM for a wide range of company sizes. It is especially well suited for the modern, agile sales team due to its powerful mobile app. Reps can stay connected wherever they are, and easily keep their customer communication up to date.”
– Jon Butler | Sales Team Leader | CERO Cooperative, Inc.
WORK[etc] has 46 ratings and reviews on TrustRadius, the majority of which are from users at small businesses (87%). It’s is a cloud-based CRM that also includes business and project management tools like billing, helpdesk, and collaboration. A few pros that reviewers touched on frequently were ease of use, email integration, and the handy project management features.
“WORK[etc] has organized our company exponentially and given us a solid database to pull from to ensure we’re meeting contractual requirements, providing timely deliverables and staying ahead of the game.”
– Melissa Bailey | VP of Corporate Operations | Wound Care Advantage
Workbooks has 28 ratings and reviews on TrustRadius, concentrated in the small business segment. In addition to typical features for marketing, sales, and customer support, Workbooks also offers order management and fulfillment, invoicing and supplier management tracking. Thanks to this wide array of features, it sits at the corner of CRM and accounting/budgeting software. Reviewers often mention the strength of its reporting features, and the consistency and transparency Workbooks provides across teams.
“The entire company use Workbooks including admin, finance, sales and management. In the sales department we use it to track web leads and manage KPI’s and forecasting. It allows the team, who are not all based in the same office, to see what is in the pipeline and manage progress.”
– Michael Carey | Business Development Manager | Taopix Ltd
Pipedrive has 76 ratings and reviews on TrustRadius. They’re concentrated in the SMB segment, with 53% of ratings and reviews contributed by users at small businesses. It’s a CRM tool for small teams that includes sales pipeline, forecasting, and other sales enablement features. Reviewers praise Pipedrive’s visualizations and reminders, and say it is very user-friendly for sales reps.
“Pipedrive has probably the best sales pipeline visualization and management process – the constant prompt to add the next activity is critical to ensuring deals are pushed through the sales process in a timely fashion. The “Deal Rotting” feature provides a way to see, at a glance which deals are slipping through the cracks and need attention. For users and organizations who know their numbers cold, it can easily show on one screen, what needs attention and what does not.”
– Justin Angelson | Digital and AI Solution Expert | Angelson Group
In addition to overall top rated awards, we also recognize tools that are top rated in a specific market segment. Company size is one way to help buyers identify the right solutions for their use case. To qualify for these lists, at least 15% of the product’s reviews and ratings must come from that market segment.
Top Rated by Enterprises
Top Rated by Mid-Size Companies
Top Rated by Small Businesses
Congratulations to the winners of the Top Rated Customer Relationship Management Software Award!
Top Rated Criteria
Products included in the 2018 Top Rated Customer Relationship Management Software list must have been in the top tier of their category TrustMap on Jan. 26, 2018, to earn a Top Rated badge. To qualify for the Customer Relationship Management Software TrustMap, products must have at least 25 or more ratings on TrustRadius. Every reviewer is verified and every review is vetted before publication. Products are plotted on the map based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.