Features
Top Performing Features
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Workflow management
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
Category average: 8.2
Contract management
Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.
Category average: 7.9
Quote & order management
Users can create, process and fulfill price quotations and sales transactions.
Category average: 8
Sales Force Automation
This is the technique of using software to automate certain sales-related tasks.
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Workflow management
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
Category average: 8.2
Integration with email client (e.g., Outlook or Gmail)
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
Category average: 8.3
Contract management
Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.
Category average: 7.9
Quote & order management
Users can create, process and fulfill price quotations and sales transactions.
Category average: 8
Interaction tracking
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
Category average: 8.3
Customer Service & Support
This component of CRM software automates help desk, call center and field service management.
Case management
This includes incident/ticket creation, routing, escalation, and resolution.
Category average: 8.3
Marketing Automation
This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.
Lead management
This includes lead generation, scoring, qualification, routing, and nurturing.
Category average: 8.3
CRM Project Management
This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.
Task management
This includes the ability to plan, track, collaborate and report on tasks.
Category average: 8.2
Billing and invoicing management
This includes automated invoice creation and billing.
Category average: 7.8
Customization
This addresses a company’s ability to configure the software to fit its specific use case and workflow.
Custom fields
Users can create custom fields to store additional information on standard and custom objects.
Category average: 8.4
Custom objects
Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.
Category average: 8.2
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
Single sign-on capability
The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.
Category average: 8.7
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.6
Integrations with 3rd-party Software
This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.
Marketing automation
The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.
Category average: 8.2
Platform
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.8