Buyers Guides for Customer Relationship Management

2024 Software Provider and Product Assessment

Customer Relationship Management (CRM) systems have long served as vital tools for enterprises, helping them gather and manage information about prospective customers, sales activities, customer accounts and post-sale services. These systems are designed to centralize and streamline customer interactions and data points, making them accessible and usable for various organizational roles. CRM systems can be broadly categorized based on three main functions that they primarily enable: marketing, sales and service.

The Buyers Guides for CRM evaluate software providers across eight categories and produced a separate Buyers Guide and research for each to help best understand, assess, optimize and select software providers.

• The CRM Overall Buyers Guide evaluates products that address key components of customer relationship management and meet our inclusion criteria. The guide assesses the following providers: HubSpot, Microsoft, NetSuite, Oracle, Salesforce, SugarCRM and Zoho.

• The CRM Platform Buyers Guide evaluates products that address key elements of CRM platform and meet our inclusion criteria. The guide assesses the following providers: Creatio, HubSpot, Microsoft, NetSuite, Oracle, Salesforce, SAP, SugarCRM, Zendesk and Zoho.

• The CRM Partners Buyers Guide evaluates products that address key elements of CRM partners and meet our inclusion criteria. The guide assesses the following providers: HubSpot, Microsoft, NetSuite, Oracle, Salesforce, SugarCRM and Zoho.

• The CRM Marketing Buyers Guide evaluates products that address key elements of CRM marketing and meet our inclusion criteria. The guide assesses the following providers: Adobe, Creatio, HubSpot, Microsoft, NetSuite, Oracle, Sage, Salesforce, SAP, SugarCRM and Zoho.

• The CRM Service Buyers Guide evaluates products that address key elements of CRM service and meet our inclusion criteria. The guide assesses the following providers: HubSpot, Microsoft, NetSuite, Oracle, Sage, Salesforce, SAP, SugarCRM, Zendesk and Zoho.

• The CRM Sales Buyers Guide evaluates products that address key elements of CRM sales and meet our inclusion criteria. The guide assesses the following providers: Creatio, HubSpot, Microsoft, Monday.com, NetSuite, Oracle, Sage, Salesforce, SAP, SugarCRM, Zendesk and Zoho.

• The Digital Commerce Buyers Guide evaluates products that address key elements of digital commerce and meet our inclusion criteria. The guide assesses the following providers: Adobe, Akinon, BigCommerce, commercetools, Elastic Path, HCLSoftware, HubSpot, Intershop, Kibo, Microsoft, NetSuite, Oracle, Salesforce, Sana, SAP, Shopify, Shopware, Spryker, VTEX and Zoho.

• The Sales Engagement Buyers Guide evaluates products that address key elements of sales engagement and meet our inclusion criteria. The guide assesses the following providers: Apollo.io, Aviso, Clari, Gong, HubSpot, Mediafly, Microsoft, Oracle, Outreach, People.ai, Revenue Grid, SalesDirector.ai, Salesforce, Salesloft, SAP, Xactly, Zoho, and ZoomInfo.

To view the executive summaries of the research, please select the report below.

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To learn more about our Buyers Guide services for software providers including purchasing the complete research and charts or performing an assessment, click here.

View the 2024 Buyers Guides for Customer Relationship Management (CRM)