The rankings are based on the reviews of 1,700 CRM professional users. The 27 highest rated systems by customers were grouped based on two factors: overall customer satisfaction (average scores given by users) and market presence (market share, vendor size, and social impact).
CRM systems were defined in the report as being software products that provide salesforce automation features (contact, account, and opportunity management) marketing automation tools (lead and campaign management), customer support options (support case and knowledge management), and a unifying database.
Salesforce and Microsoft Dynamics were put in the CRM "leader" category because both had substantial scale and were rated relatively highly.
However, Microsoft Dynamics' inclusion in the top tier was due mainly to its large market share. Salesforce was rated significantly better by users: 90% of reviewers gave it 4 or 5 stars; 84% say they would recommend the product to peers; and 88% say the product is headed in the right direction.
That compares with just 60% of Microsoft Dynamics users who rated the product 4 or 5 stars; 64% who would recommend the product to peers; and 60% who believe the product is headed in the right direction.
About the research: The rankings came from the reviews of 1,700 CRM professional users. The 27 highest performing systems were grouped based on two factors: customer satisfaction (average ratings given by users) and market presence (market share, vendor size, and social impact).
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