Business Choice Awards 2022: CRM

You call up yous're selling a production or a service, merely what you're actually selling is a relationship. Customer Relationship Management (CRM) solutions organize and manage customer interactions. Customer interactions over fourth dimension form relationships. Potent relationships mean happy customers. Happy customers hateful more purchases. And so a good CRM tool tin can keep your business focused on edifice and maintaining client happiness, which in turn boosts acquirement to increase your happiness.

Nosotros did the same affair this month that we exercise every month in our Business organisation Pick survey—nosotros asked respondents to rate their overall satisfaction, reliability, and tech support feel, this time with the CRM solution they use, plus the likelihood they would recommend it to others.

If you select, deploy, or administer the products in our Business Choice Awards, or if you advise or manage people in these roles, so you lot know how disquisitional it is to choose the correct products. The results of the PCMag Business organization Choice Awards survey are invaluable when doing then.

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Looking for a pro opinion? Read The Best CRM Software of 2022.

Client Relationship Management

Customers appreciate businesses that go above and beyond to create a helpful and pleasant customer feel. Great customer experiences don't happen by magic or by prayer, they happen on purpose when a business organisation plans and executes an intentional serial of interactions with the explicit goal of providing great customer service. CRM services assist because they provide a unmarried interface that combines sales, marketing, customer service, and customer support. More than and more than CRM packages include automation to alleviate some of the burden.

In this yr's results for Business Choice Awards for CRM, we had 236 companies (a massive increase from last twelvemonth'southward xxx) nominated. But but half dozen received enough votes to exist considered for top honors. Non surprisingly, these are the same finalists readers have nominated for the past ii years. Also not surprising: once once more, SugarCRM wins the honor for best CRM service with summit scores in every single category except one.

BC17 - CRM - Overall

SugarCRM earned a sweet viii.seven in overall satisfaction (up from last twelvemonth'due south seven.6), a 9.0 in reliability (up from last year's 7.8), and an 8.8 in likelihood to recommend (upwardly from concluding year's vii.9). Unfortunately, 56 percent of survey respondents reported requiring tech support—Sugar's only bad score—although fortunately customers rated this tech support the highest with an eight.6.

Allow's dig deeper into the critical question "How likely are you to recommend your CRM solution to a colleague" and the accompanying NetPromoter Score. Typically, these scores are fairly low when it comes to CRM. In the past, we've felt this was because CRM services are circuitous and CRM implementations typically fight an uphill battle in order to shift the company's focus towards improving customer service.

This makes SugarCRM's likelihood to recommend of 8.eight and NPS of 64 percent (up from last twelvemonth'due south 33 percentage) noteworthy. In a field where products are generally disliked, SugarCRM improves every year and is now actually software our respondents enjoy using. SugarCRM solution dominated over the field with the closest competitors being ACT! with a 7.i and Microsoft Dynamics with a vii.0 (both of which likewise increased their overall scores), trailing all the style down to SAP with a 6.5.

SugarCRM'south 64 per centum NPS about doubles concluding year's 33 pct, while Human activity!'due south 0 percent is an improvement over the previous year's -11 percent as is Microsoft Dynamics NPS of -3 percentage (-18 percent last year). Declines in NPS were recorded past Salesforce, Oracle, and SAP. Overall, SAP users are a pretty unhappy agglomeration.

Related Story See all of our survey results for CRM.

WINNERS: CUSTOMER Relationship Direction

Business Choice seal

SugarCRM
SugarCRM is definitely doing something correct at its Cupertino headquarters. The web-based customer human relationship management tool it provides saw score increases in all areas since last year, with only the stumbling block of over half its users needing tech support. Only Sugar customers even idea the tech support was aces. For reliability, assist, and collegial recommendations, no one in CRM does better than Saccharide.

Methodology

We email survey invitations to PCMag.com customs members, specifically subscribers to our Readers' Choice Survey mailing list. The surveys are hosted by SurveyMonkey, which too performs our information collection. This survey was in the field from May 15 , 2022 to June four , 2022.

Respondents were asked to rate their CRM tools using multiple questions most their overall satisfaction with the solution, as well every bit experiences with technical support within the past 12 months.

Considering the goal of the survey is to understand how the email marketing solutions compare to ane another and not how one respondent's experience compares to another'south, we employ the boilerplate of the email marketing solutions' rating, not the boilerplate of every respondent's rating. In all cases, the overall ratings are not based on averages of other scores in the table; they are based on answers to the question, "Overall, how satisfied are yous with your CRM provider?"

Scores not represented every bit a percentage are on a scale of 0 to 10 where 10 is the best.

Net Promoter Scores are based on the concept introduced by Fred Reichheld in his 2006 all-time seller, The Ultimate Question, that no other question can improve define the loyalty of a visitor's customers than "how likely is it that you lot would recommend this company to a friend or colleague?" This measure of make loyalty is calculated past taking the percent of respondents who answered nine or 10 (promoters) and subtracting the pct who answered 0 through 6 (detractors). (For more, read PCMag's Pinnacle Consumer Recommended Companies for 2022.)

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