The table below shows the satisfaction and scale scores that determine vendor placement on the Grid.

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1 Best CRM Products G2 Crowd rated these products highest based on reviews and data gathered by June 9, 2013: n Leaders: Salesforce.com and Microsoft Dynamics CRM n High Performers: Workbooks, SugarCRM, Nimble, Pipeline Deals, SalesNet, Base CRM, Maximizer CRM, CiviCRM n Contenders: Oracle (CRM On Demand, Siebel, and Fusion), SAP CRM, NetSuite CRM, Zoho CRM, Sage CRM We calculated the relative customer satisfaction based on user reviews and scale based on market share, vendor size, and social impact to place products into four categories: n Leaders offer CRM products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources. n High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the Leader category. n Contenders have significant scale and resources, but their products have received below average user satisfaction ratings. n Laggards offer products that currently have below-average user satisfaction ratings and that do not have the scale and market share of the Contenders G2 Crowd, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2 Crowd s prior written permission. While the information in this report has been obtained from sources believed to be reliable, G2 Crowd disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information.

2 Grid Scores for CRM The table below shows the satisfaction and scale scores that determine vendor placement on the Grid. The satisfaction score (1-100 scale) is calculated based on the results of hundreds of real users completing a 71- question review survey about all aspects of a CRM vendor s product, services, and support. We normalize the satisfaction scores relative to other scores within the same category. The scale score (1-100 scale) considers a vendor s size, online and social presence, and market share to determine the level of resources it can apply to product development and support G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 2

3 The G2 score (1-100 scale) represents an overall CRM product score based on the average of the satisfaction and scale scores. The price represents the users relative perception of the net price paid for the CRM solution. Additional data on CRM pricing and discounts are provided in our premium research. To download all data behind the Grid in spreadsheet format, you can purchase G2 Crowd s premium research at Buyers can then apply their own weights and criteria to our CRM data as well as segment by company size to determine their own best-fit CRM system. Grid Rating Objectives The Grid represents the democratic voice of real business and IT users rather than subjective opinion of one analyst. G2 Crowd rates CRM products algorithmically based on data sourced from product reviews shared by G2 Crowd users and data aggregated from online sources and social networks. Technology buyers can use the Grid to help them quickly select the best CRM product for their business; to set realistic goals for their CRM initiatives; and to find peers with similar experiences. For vendors, media, investors, and analysts, the Grid provides benchmarks for vendor comparison and market trend analysis. Grid Scoring Methodology G2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the product strength and vendor scale scores in real time. The satisfaction rating is affected by the following (in order of importance): n Overall customer satisfaction and Net Promoter Score (NPS) based on ratings by G2 Crowd users n Customer satisfaction with second-level product attributes based on user reviews n Popularity and statistical significance based on number of ratings and reviews received by G2 Crowd The scale score is affected by the following (in order of importance): n Number of employees for product and parent company (based on social networks and public sources) n Market share based on share of voice including number of ratings and reviews received n Vendor momentum based on web traffic and Google search trends n Product social impact based on Klout score and Twitter followers n Vendor social impact based on Klout score, Twitter, and LinkedIn followers n Revenue and year-over-year revenue growth rate (if available) n Age of company (number of years in operation) n Employee satisfaction and engagement (based on social network ratings) 2013 G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 3

4 Rating Changes and Dynamics The ratings in this report are based on a snapshot of the user reviews and social data collected by G2 Crowd up to June 9, The ratings may change as the products are further developed, the vendors grow, and as additional opinions are shared by users. G2 Crowd updates the ratings on its website in real time as additional data is received, and we will update this report at least once per quarter. By improving their products and support and/or by having more satisfied customers share their feedback, Contenders may become Leaders and Laggards may become High Performers. Trust Keeping our ratings unbiased is our top priority. We require the use of a LinkedIn account to validate a G2 Crowd user s identity and employer. We do not allow users to rate their employer s products or those of their employer s competitors. Though we share reviews from business partners (as they often contain valuable content), we filter out business-partner ratings in our aggregate ratings to avoid bias. Our G2 Crowd staff does not add any subjective input to the ratings, which are determined algorithmically based on data aggregated from publicly available online sources and social networks. Vendors cannot influence their ratings by spending time or money with us. Only the opinion of real users and data from public sources factor into the ratings. CRM Market Definition Customer Relationship Management (CRM) systems enable companies to track and manage all customer interactions across the customer lifecycle in one master system of record. CRM suites typically provide: n Sales Force Automation (SFA) including contact, account, and opportunity management n Marketing automation features such as lead and campaign management n Customer support features such as support case and knowledge management n A unifying database and platform for companies to manage customer data across the company Grid Inclusion Criteria All products in a G2 Crowd category that have at least 10 reviews/ratings from real users of the product will be included in the Grid. Inviting other users, such as colleagues and peers, to join G2 Crowd and share authentic product reviews will accelerate this process. If a CRM product is not yet listed on G2 Crowd and it fits the CRM market definition above, users are encouraged to suggest its addition to our CRM category on our website at G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 4

5 CRM Product Satisfaction Comparison G2 Crowd users have evaluated the CRM software vendors by functional category. The results are shown below for the 10 vendors with the highest G2 scores. A full bubble means that the users feel the vendor fulfills all of their requirements in a functional category. Salesforce has the highest rated functionality among the larger vendors for all categories except for marketing automation, where Microsoft is rated highest. Across the board, Salesforce is first, followed by Microsoft and NetSuite. Among the vendors of less scale, Workbooks is an emerging vendor highly rated by its customers on G2 Crowd. In the table below, the same feature ratings are provided numerically. A 100% would be equivalent to a full bubble in the chart above and means that all of the users who rated the features gave the product a 7/7 rating on this dimension. More detailed satisfaction ratings including breakdowns to the feature level within each functional category are available for download in the Grid spreadsheets offered as premium research on G2 Crowd at These spreadsheets include the full data on all 21 vendors in the Grid G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 5

6 CRM Satisfaction Ratings and Adoption G2 Crowd users rated CRM software vendors ability to satisfy their needs as shown in the table below. In addition, customers reported their actual adoption and ROI as shown in the table below for the top 10 CRM vendors (data for all 21 vendors are available in the Grid spreadsheet on G2 Crowd). Salesforce received the highest customer satisfaction ratings among vendors with high scale scores, with an average satisfaction of versus the 70% average across the top 10 CRM vendors. Microsoft came in second with their customers reporting an above average satisfaction level of. Meanwhile, Oracle CRM users report below-average satisfaction scores of 64% for CRM On Demand, 56% for Siebel, and 68% for Fusion. Only 30%- 33% of customers believe Oracle is taking On Demand and Siebel in the right direction, but 100% believe Fusion is Oracle s product of the long-term future. Among the High Performers (smaller vendors with high satisfaction ratings), Workbooks received a very high overall user satisfaction score of 90%. SugarCRM also reported an above-average user satisfaction rating of. 94% of Workbooks users are likely to recommend its product and 93% of users believe the company is taking the product in the right direction. Salesforce and Microsoft customers reported user adoption rates of 75% and 67% respectively versus the top 10 CRM average of 68%. Workbooks (90%), NetSuite (85%), and SugarCRM () customers reported high user adoption. The type and size of CRM deployments likely influence adoption. Oracle Fusion customers reported an adoption rate of only 30%. Additional data on satisfaction, Net Promoter Scores (NPS), and ROI is available for purchase in G2 Crowd s premium research (in the Grid spreadsheet) G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 6

7 CRM Vendor Profiles with Badges This section includes detailed profiles of each of the top 12 CRM vendors. The CRM products most highly rated by G2 Crowd users have earned Leader and High Performer badges as shown below and on the corresponding vendor profiles. A vendor must have received at least 20 valid customer ratings and reviews in order to qualify for these badges. Each vendor profile includes a breakdown of the CRM vendor s customer satisfaction ratings, insights from the most helpful user reviews, product functionality satisfaction ratings versus CRM industry averages, customer size, deal terms, discounts, and implementation results as reported by reviewers on G2 Crowd. This version of the report has been licensed to Salesforce.com and contains the vendor profile only for Salesforce.com. To obtain the full report with all vendor profiles, please go to G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com for Republication. 7

8 User Ratings 5 star Salesforce CRM Profile Salesforce CRM has been named a Leader based on receiving the highest customer satisfaction rating and the highest scale score. 88% of customers believe Salesforce.com is taking the product in right direction. 52% Product: Salesforce Sales Cloud helps you close deals faster. Service Cloud transforms your customer service by using the power of social media. 4 star 3 star 2 star 1 star 2% 2% 7% 37% # of G2 User Ratings: 551 # of G2 User Reviews: 204 Product URL: What do users like best? (from helpful G2 Crowd reviews) "Salesforce is an incredibly powerful, rich, and functional CRM application. It is a good fit for SMB to large enterprise. It is very easy to administer, but has the power to do very complex workflow and analytics when/if needed." -Ben D, VP Sales Enablement "Fast implementation to track processes and information at a high degree of quality. To be honest one of the most productive tools ever delivered to the business world." -Shane A., VP Prof. Services "They are on the cutting edge of technology quickly advance/develop their tool. When explaining Salesforce to others, I share that it's an turbo excel system, because it's as flexible as excel but 100 times more powerful because of the point & click admin tools as well as reporting & dashboard features. They also provide free tools like do.com for small businesses and discounts for non-profits." -Natalie R., CRM Admin. What do users dislike? (from helpful G2 Crowd reviews) "Sometimes I worry that Salesforce.com is rolling out so many new products that they are spread too thin. There is a lot of room for improvement in their core salesforce and service platforms. They continue to enhance these areas, but they don't always get the focus that newer products get." -Ben D, VP "Uncontrolled administration can turn your environment into a nightmare." -Shane A., VP Prof. Services "Their technical support and that they change sales reps on you every two minutes. They also buy so many companies that it can slow down the development of their core products. Additionally, they often say that they are going to charge for new features they offer. It can get expensive quickly." -Natalie R., CRM Admin. User Satisfaction Functionality Ease of Use Ease of Setup Ease of Admin Support Easy to do Business 85% Avg.= 79% 84% 76% 78% 80% Company: Salesforce.com has transformed the enterprise software market with cloud computing. Now we're leading the shift to the Social Enterprise. Social enterprises leverage social, mobile, and open cloud technologies to put customers at the heart of their business. HQ Location: Ownership: San Francisco, CA, USA NYSE:CRM Employees on LinkedIn: Revenue ($M ttm) Year Founded: Revenue Growth (%p.a.) Corporate Website: Alexa Web Traffic Rank: 342 Twitter: Twitter 119,688 LinkedIn Followers: Klout Score: 121, G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com, Inc. for Republication. Profile Page 1

9 Sales Force Automation Marketing Automation Customer Support Reporting & Analytics Salesforce CRM Feature Ratings Customers rated the Salesforce CRM product functionality highly with an overall product feature satisfaction rating of 78%, which is well above the industry average of. Customer satisfation ratings by feature are shown below. Feature Ratings by Category Mobile & Social Platform Integration Customer Support Support Analytics Call Center Knowledge Base Customer Portal Case Management Integration Partner Apps Breadth Integration APIs Import & Export 75% Avg.= 80% 76% 63% 85% Avg.= 68% 79% 80% 72% 82% 91% Avg.= 68% 85% 78% Salesforce Automation Partner Management Contracts Quotes & Orders Products & Price Lists Desktop Integration Territories & Quotas Tasks / Activities Opportunities Contacts & Accounts Marketing Automation Marketing Analytics Lead Management Campaigns Mgmt. Marketing Reporting and Analytics 78% Avg.= 68% 63% 72% 65% 70% 72% 67% 75% 75% 84% 76% 84% 80% Avg.= 67% 69% 72% Platform Performance & Document Generation Document, Content Test Environments Internationalization User & Access Mgmt. Workflow Capability Customization 90% Avg.= 80% 70% 70% 70% 75% 85% 87% 75% Forecasting Dashboards Reporting Mobile & Social Social Integration Social Collaboration Mobile Support 76% Avg.= 72% 85% 72% 82% Avg.= 61% 79% 61% 76% 68% 2013 G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com, Inc. for Republication. Profile Page 2

10 Salesforce CRM Customer Metrics Salesforce CRM customers reported success with 55% achieving payback within 1-12 months. 59% of Salesforce CRM customers led their implementation in-house while 41% used 3rd party or vendor services. Customers by Size User Adoption (Avg. = 75%) 100% 27% Enterprise (1,000+) 28% Small (1-50 employees) 25% 90% % 51-70% 16% 17% 24% Mid-sized (51-999) 47% 31-50% 11-30% 0-10% 5% 5% 6% Deployment Method Implementation Method Cloud 100% In-house Team 59% On-Premise 0% 3rd Party Services 27% Users Purchased (Avg. = 681) Vendor Services 14% 1, % 27% 38% Time to Go Live (Avg. = 2.5 Months) 1 day 11% < 1 month 28% % 1-3 months 30% List Price Discount (Avg. = 19%) 3-6 months 6-12 months 6% 19% 0-10% 48% > 12 months 4% 11-20% 20% Failed to Go Live 2% 21-30% 31-40% 41-60% 61%+ 12% 8% 8% 4% ROI (Avg. = 13 Months) 1-6 months 7-12 months months 21% 24% 33% Contract Term (Avg. = 18 Months) months 15% 1 Year 2 Years 3 Years 10% 18% 46% months Never 3% 3% 4+ Years 6% No Term 10% Month-to-month 9% 2013 G2 Crowd, Inc. All rights reserved. Licensed to Salesforce.com, Inc. for Republication. Profile Page 3

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