SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2021 Customer Relationship Management Emotional Footprint Awards, naming four vendors as champions.
The following vendors are leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey.
- SugarCRM
- Pipedrive
- Oracle CX Sales
- Zoho CRM
What makes the SoftwareReviews Data Quadrant different? We include aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation to create a powerful indicator of overall user feeling toward the vendor and its product – all from the software users’ point of view. We call this insight the Net Emotional Footprint.
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“CRM platforms allow organizations to build meaningful relationships with their customers. It’s no surprise that many CRM vendors ‘walk the walk’ of ensuring they’re providing a great experience to their own customers as well,” said Ben Dickie, research lead, Info-Tech Research Group. “
Our Emotional Footprint Diamond shows that many vendors in the space have invested heavily in providing a top-tier customer experience. As product portfolio and complexity increases, the number of potential touchpoints will increase, as well, which will further compel vendors to continue to innovate.”
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