For the 10th year in a row, CRM Magazine has released their annual list of the top customer relationship management (CRM) software vendors and products.
CRM Magazine has 3 ratings categories - enterprise, mid-market and small business - and the top firms vary by category with one exception. Salesforce.com dominates the leader board and is the highest scoring CRM company in all 3 categories. Not surprisingly, Salesforce also won in the sales automation category.
"Extending its winning streak to four years, SugarCRMswept 2011’s open-source category, scoring the highest marks in almost every metric. “Anytime you talk about open-source CRM, Sugar comes up; they’re by far the best known and by far the largest,” Fauscette says."
According to the CRM Magazine article, only 30% of small businesses have CRM systems in place. I think this is primarily due to cost and complexity. Historically CRM systems were expensive to own and hard to maintain and use.
But with the advent of cloud-based CRM systems costs are much lower and they are much easier to use and maintain. Because of this, we are confident the next few years will see a strong increase in CRM system usage by small businesses.
BTW, SugarCRM has a nice white paper on buying CRM systems. The 10 Step Guide to Buying the Right CRM Solution requires registration.
I was honored to be a judge again this year. It's a lot of fun evaluating the systems and seeing how the industry and products evolve over time.