TrustRadius announced the release of its TrustMaps for customer relationship management (CRM) software, a guide that ranks products based on user satisfaction and evaluation frequency by users from companies of all sizes.
The guide aims to help buyers quickly locate the most highly-rated and widely-adopted software by companies their own size.
Each TrustMap depicts CRM products on two dimensions – “likelihood to recommend” ratings by users and evaluation frequency on TrustRadius. Evaluation frequency ratings are measured by unique page views—an indication of product growth or momentum, according to TrustRadius.
The guide also includes features of CRM software, key factors to consider during the evaluation process and pitfalls to avoid when implementing CRM software.
"Every reviewer authenticates using their LinkedIn account, and a TrustRadius employee views the reviewer's profile before publishing the review to ensure that the reviewer has not ever worked for the vendor or a competitor," Vinay Bhagat, CEO, TrustRadius, told eWEEK. "We also make sure the review is substantive and offers detailed insights, and is not simply an advertorial or an unhelpful, personal venting."
Based on average user ratings and evaluation frequency, the top- rated products for small businesses—those with 50 employees or fewer include, Workbooks, WORK[etc] CRM, GreenRope, Salesforce, Insightly and Sage CRM.
The guide includes a detailed profile of each of these products and six others, including strengths and areas for improvement, as cited in user reviews on TrustRadius.
Based on average user ratings and evaluation frequency, the top- rated products for mid-size companies—businesses with 51-1,000 employees, included Salesforce, Infor CRM, Zoho CRM, Sage CRM and Microsoft Dynamics.
"Many small businesses will be focused on ease of implementation and ease of use," Bhagat said. "They'll want to start with a solution that can be up and running with minimal outside help, and one that employees will definitely use. Beyond that, it depends on the company's particular needs. Do you already have an email marketing platform you love? You might want a CRM that integrates with it. Are your customers active on social? You might want a CRM with a strong social component. Are you a start-up anticipating high growth or momentum? You might want a CRM that can scale with you."
Based on average user ratings and evaluation frequency, the top- rated products for enterprises are Salesforce and Insightly, though the report noted enterprise users of Insightly are most likely using the product as a focused or departmental solution, rather than an enterprise-wide deployment.
All ratings come from authenticated users of CRM tools who reviewed or rated the product on the TrustRadius website.
"CRM software is following similar trends that we see in other business technology areas," Bhagat said. "Companies are interested in being able to unify and leverage data across multiple customer touch points to provide a seamless customer experience and, of course, do a better job of selling. As a warehouse of customer interaction data, CRM software is a key component of this."