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Pipedrive Emerges as a Mid-Market CRM Leader in SoftwareReview’s CRM Quadrant
Customer relationship management (CRM) platforms are the keystone tool for most companies when it comes to creating a unified view of their customers and providing functional capabilities for marketing, sales, and customer service. Historically, the CRM landscape was dominated by a handful of large players such as Salesforce, Microsoft, and Oracle. There was a sense of disenfranchisement by many of our small (and even mid-market) clients: purchasing a “proper” CRM package was seen as an expensive and involved undertaking.
This sense of disenfranchisement led to the rise of many new vendor entrants, such as Pipedrive, catering to the needs of small and mid-market organizations. Simultaneously, some of the larger players in the market have sought to introduce cost-effective entry solutions (Salesforce Essentials being a perfect example).
Pipedrive has seen an explosion of growth over the last five years and recently topped our CRM Category Report in key areas such as emotional footprint and net promoter score (“likeliness to recommend”). Our members frequently highlight the solution’s price point, ease of configuration and usage, and sales-oriented capabilities as compelling differentiators.
Source: SoftwareReviews, Accessed June 5, 2019
While Pipedrive should be on the shortlist of smaller, sales-focused firms, it’s not a strong fit for everyone. Larger organizations that have complex marketing and customer service needs will find that Pipedrive is hard-pressed to compete on these dimensions against more established CRM vendors. Likewise, not-for-profits and governments will find there are better-fit solutions that place more emphasis on their verticals for CRM.
- CRM platforms are essential to managing customer data and providing marketing, sales and service capabilities.
- Full-scale CRM suites can be an expensive proposition, particularly for smaller organizations.
- Pipedrive has seen an explosion of growth in the market for sales-oriented, SMB-friendly CRM packages and recently topped SoftwareReviews’ category report for CRM in a number of key areas such as NPS.
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SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware
ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.
Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?
Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.
Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.
Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.
Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.