Features
Top Performing Features
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Integration with email client (e.g., Outlook or Gmail)
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
Category average: 7.8
Interaction tracking
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
Category average: 8
Custom fields
Users can create custom fields to store additional information on standard and custom objects.
Category average: 7.8
Sales Force Automation
This is the technique of using software to automate certain sales-related tasks.
Customer data management / contact management
The software acts as a single source for all customer data and enables users to access that data efficiently.
Category average: 8.6
Workflow management
The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.
Category average: 7.4
Territory management
Users can defines salesperson territories based on customer or market characteristics.
Category average: 7.2
Opportunity management
Users can track deals and create quotes.
Category average: 8.1
Integration with email client (e.g., Outlook or Gmail)
Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.
Category average: 7.8
Interaction tracking
Users can log and track all customer interactions through any channel, including social, email, phone and in-person.
Category average: 8
Channel / partner relationship management
The software allows for sales, territory, lead, order and account management for partners or OEM relationships.
Category average: 7.9
Customer Service & Support
This component of CRM software automates help desk, call center and field service management.
Case management
This includes incident/ticket creation, routing, escalation, and resolution.
Category average: 8.1
Call center management
This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.
Category average: 6.9
Marketing Automation
This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.
Lead management
This includes lead generation, scoring, qualification, routing, and nurturing.
Category average: 7.7
Email marketing
This involves the ability to send mass email to groups of people based on particular qualifications.
Category average: 7.2
Customization
This addresses a company’s ability to configure the software to fit its specific use case and workflow.
Custom fields
Users can create custom fields to store additional information on standard and custom objects.
Category average: 7.8
Custom objects
Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.
Category average: 6.7
Security
This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.
Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8
Platform
Mobile access
Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.
Category average: 7.7