Category Report NU713MBER OF REVIEWS … Report Software Directory CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE Selecting software can be overwhelming and one of the biggest challenges

Category Report

CustomerRelationshipManagement

NUMBER OF REVIEWS

713NUMBER OF VENDORSEVALUATED

6REPORT GENERATED

March 2018

Metrix CRM

SNAP CRM

Power Sync CRM

Pederson Client Management

Solution

VineCRM

Cascade CRM

Customer Relationship Management Category Report

Table ofContentsData Quadrant.................................................................................................................. 4

Category Overview ......................................................................................................5

Vendor Capability Summary ................................................................................ 6

Vendor Capabilities.......................................................................................................7

Product Feature Summary ...................................................................................13

Product Features ..........................................................................................................14

Emotional Footprint Summary .......................................................................20

Emotional Footprint.................................................................................................. 21

How to Use the ReportInfo-Tech’s Category Reports provide a comprehensive evaluation of popular products in theCustomer Relationship Management market. This buyer’s guide is designed to help prospectivepurchasers make better decisions by leveraging the experiences of real users.

The data in this report is collected from real end users, meticulously verified for veracity,exhaustively analyzed, and visualized in easy to understand charts and graphs. Each product iscompared and contrasted with all other vendors in their category to create a holistic, unbiased viewof the product landscape.

Use this report to determine which product is right for your organization. For highly detailed reportson individual products, see Info-Tech’s Product Scorecard.

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Category Report

SoftwareDirectoryCUSTOMER RELATIONSHIPMANAGEMENT SOFTWARE

Selecting software can be overwhelming andone of the biggest challenges facingorganizations is understanding themarketplace and identifying all of the availablevendors and products. The Software Directoryis a comprehensive list of all relevant softwarevendors in a particular category. Use this pageto create the right vendor shortlist by exploringall of the options available to yourorganization.

Customer Relationship Management Software

Maple CRM Apex CRM Solution Monetize CRM

SNAP CRM Momentum CRM Epic Customer Management Solutions

Pederson Client Management Solution Power Sync CRM Metrix CRM

VineCRM Cascade CRM

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SOFTWARE REVIEWS

Data QuadrantAssess vendor and product performance at a glance and use the Software ReviewsData Quadrant to identify which products and vendors are leadings the pack andwhich are trailing.

PRO

DUCT

FEA

TURE

S AN

D SA

TISF

ACTI

ON

6.7

7.9

VENDOR EXPERIENCE AND CAPABILITIES6.7 8.9

PRODUCT INNOVATOR

FOLLOWER

LEADER

SERVICE STAR

SNAP CRM

Metrix CRM

Power Sync CRM

VineCRM

Cascade CRM

Pederson Client Management Solution

CustomerRelationshipManagementThe Software Reviews Data Quadrant evaluates and ranks products based on feedbackfrom IT and business professionals. The placement of a software in the Data Quadrantindicates its relative ranking as well as its categorization.

The Complete SoftwareExperienceWhen distilled down, the software experience is shaped by both the experience with thesoftware and the relationship with the vendor. Evaluating enterprise software along thesetwo dimensions provides a comprehensive understanding of the product and helpsidentify vendors that can deliver on both.

ProductFeatures andSatisfactionThe satisfaction is captured inthe overall satisfaction score,which is driven by the likelihoodof users to recommend thesoftware, combined with usersatisfaction across top productfeatures.

VendorExperience andCapabilitiesThe vendor relationship is calculated ina weighted average of the satisfactionscores tied to vendor capabilities (e.g.software implementation, training,customer support, product roadmap) aswell as emotional response ratingstoward the vendor (e.g. trustworthy,respectful, fair).

Note: The axes ranges are dynamically adjusted based onminimum and maximum values in the dataset.

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Category Overview This page provides a high level summary of product performance within the Customer Relationship Management category. Products are ranked by a composite satisfactionscore (Composite Score) that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The NetEmotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).

Use this data to get a sense of the field, and to see how the products you’re considering stack up.

RANK VENDOR COMPOSITE SCORE NET EMOTIONALFOOTPRINT

NET EMOTIONALFOOTPRINT DISTRIBUTION

VENDORCAPABILITIES

PRODUCTFEATURES

LIKELINESS TORECOMMEND

NUMBER OFREVIEWS

1 Power Sync CRM 8.2/10 +619% NEGATIVE 70% POSITIVE

86% 75% 82% 352

2 SNAP CRM 8.0/10 +75-- NEGATIVE 75% POSITIVE

77% 74% 70% 19

3 Metrix CRM 7.9/10 +6212% NEGATIVE 74% POSITIVE

78% 75% 72% 59

4 VineCRM 7.1/10 +5711% NEGATIVE 68% POSITIVE

71% 72% 66% 36

5 Pederson Client Management Solution 6.9/10 +5311% NEGATIVE 64% POSITIVE

75% 68% 74% 96

6 Cascade CRM 6.7/10 +5514% NEGATIVE 69% POSITIVE

67% 65% 68% 57

AVERAGE SCORES 7.5/10 +6110% NEGATIVE 70% POSITIVE

76% 72% 72% 103

VENDORS WITH INSUFFICIENT DATA

-- Monetize CRM -- +81-- NEGATIVE 81% POSITIVE

-- -- 80% 13

-- Momentum CRM -- +100-- NEGATIVE 100% POSITIVE

-- -- 73% 12

-- Apex CRM Solution -- +86-- NEGATIVE 86% POSITIVE

-- -- 81% 10

-- Maple CRM -- +100-- NEGATIVE 100% POSITIVE

-- -- 81% 8

5


Vendor Capability Summary This page summarizes user satisfaction with a variety of vendor capabilities regarding their product offering(s). Look for strong and consistent performance across theboard when assembling your shortlist, and follow-up on areas of concern during the evaluation and negotiation processes.

VENDOROVERALLCAPABILITYSATISFACTION

BUSINESS VALUECREATED

BREADTH OFFEATURES

QUALITY OFFEATURES

PRODUCTSTRATEGY ANDRATE OFIMPROVEMENT

USABILITY ANDINTUITIVENESS

VENDORSUPPORT

EASE OF DATAINTEGRATION

EASE OF ITADMINISTRATION

EASE OFCUSTOMIZATION

AVAILABILITYAND QUALITY OFTRAINING

EASE OFIMPLEMENTATION

Power Sync CRM 86% 88% 86% 89% 87% 88% 82% 85% 88% 87% 76% 75%

Metrix CRM 78% 81% 81% 80% 76% 77% 76% 82% 76% 77% 78% 77%

SNAP CRM 77% 80% 80% 77% 80% 79% 75% 77% 75% 77% 72% 75%

Pederson Client ManagementSolution 75% 78% 76% 76% 77% 76% 78% 76% 74% 74% 69% 66%

VineCRM 71% 71% 71% 71% 73% 76% 72% 67% 67% 77% 66% 64%

Cascade CRM 67% 71% 66% 69% 68% 62% 69% 69% 65% 64% 68% 67%

CATEGORY AVERAGE 76% 78% 77% 77% 77% 76% 75% 76% 74% 76% 72% 70%


Monetize CRM 86% 91% 86% 88% 86% 89% 81% 79% 89% 85% 88% 75%

Momentum CRM 81% 86% 88% 84% 85% 86% 58% 83% 81% 81% 58% 58%

Apex CRM Solution 80% 86% 75% 88% 71% 91% 86% 75% 78% 80% 67% 50%

Epic Customer ManagementSolutions 99% 100% 100% 100% 94% 96% 100% 100% 100% 100% 50% 50%

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Vendor Capability Satisfaction This section provides detailed information on user satisfaction for each vendor capability regarding their product offering(s). Use these pages to digdeeper into areas of particular interest or concern.

Vendor CapabilitiesThis table lists and briefly describes all vendor capabilities that are evaluated in the Customer Relationship Management software category. For yourconvenience, you will also find longer descriptions of the capabilities under the capability subheadings in the subsequent pages.

Business Value Created The ability to bring value to the organization.

Breadth of Features The ability to perform a wide variety of tasks.

Quality of Features The ability to perform at or above industry standards.

Product Strategy and Rate of Improvement The ability to adapt to market change.

Usability and Intuitiveness The ability to reduce training due to intuitive design.

Vendor Support The ability to receive timely and sufficient support.

Ease of Data Integration The ability to seamlessly integrate data.

Ease of IT Administration Ease of use of the backend user interface.

Ease of Customization The ability to scale the solution to a business’ unique needs.

Availability and Quality of Training Quality training allows employees to take full advantage of the software.

Ease of Implementation The ability to implement the solution without unnecessary disruption.

Business Value CreatedThe underlying purpose of software is to create value for employees, customers, partners and ultimately shareholders. As a result, it is imperative thatany software selection be aligned with the organization’s needs and deliver enough business value to justify the cost. The data below highlights thesatisfaction level associated with the business value derived from various product offerings. Use this information to identify the software thatconsistently creates business value for its customers.

POWER SYNC CRMTOP PRODUCT

Delights 73%

HighlySatisfies 17%

AlmostSatisfies 5%

Disappoints 5%

88 %Business Value

Created

2 Metrix CRM 81%

3 SNAP CRM 80%

4 Pederson Client Management Solution 78%

5 Cascade CRM 71%

6 VineCRM 71%

CATEGORY AVERAGE 78%

-- Monetize CRM 91%

-- Momentum CRM 86%

-- Apex CRM Solution 86%

-- Maple CRM 100%

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Breadth of FeaturesUsers prefer to work with feature rich software that enables them to perform diverse series of tasks as opposed to one they find restrictive. The databelow highlights the satisfaction level associated with the breadth of features from various product offerings. Use this information to identify whichsoftware offers valuable comprehensive functionality that extends beyond the basic level.


Delights 68%

HighlySatisfies 21%

AlmostSatisfies 4%

Disappoints 6%

86 %Breadth ofFeatures

2 Metrix CRM 81%

3 SNAP CRM 80%


5 VineCRM 71%

6 Cascade CRM 66%


-- Monetize CRM 86%

-- Momentum CRM 88%


-- Maple CRM 100%

Quality of FeaturesFeature quality is just as important as quantity. Software needs to do what you’re purchasing it to do, easily, intuitively, reliably, and effectively. Use thedata in this section to gauge whether or not a product follows through on the marketing hype by delivering high quality features.


Delights 72%

HighlySatisfies 16%

AlmostSatisfies 8%

Disappoints 3%

89 %Quality of Features

2 Metrix CRM 80%

3 SNAP CRM 77%


5 VineCRM 71%

6 Cascade CRM 69%


-- Monetize CRM 88%

-- Momentum CRM 84%


-- Maple CRM 100%

8



Product Strategy and Rate of ImprovementPurchasing software can be a significant commitment, so it’s important to know if your vendor is serious about the need for constant improvementand deliberate strategic direction. Vendors who don’t stay on top of emerging needs and trends won’t enable you to meet your business goals. Use thedata in this section to separate innovators from imposters.


Delights 70%

HighlySatisfies 17%

AlmostSatisfies 8%

Disappoints 5%

87 %Product Strategy

and Rate ofImprovement

2 SNAP CRM 80%


4 Metrix CRM 76%

5 VineCRM 73%

6 Cascade CRM 68%


-- Monetize CRM 86%

-- Momentum CRM 85%


-- Maple CRM 75%

Usability and IntuitivenessEnd user learning curves cost the organization money. Pay attention to your end users’ technical ability to determine how important UX is in yourpurchase.


Delights 66%

HighlySatisfies 26%

AlmostSatisfies 5%

Disappoints 3%

88 %Usability andIntuitiveness

2 SNAP CRM 79%

3 Metrix CRM 77%


5 VineCRM 76%

6 Cascade CRM 62%


-- Monetize CRM 89%

-- Momentum CRM 86%


-- Epic Customer Management Solutions 96%

9



Vendor SupportThe importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only thevendor can resolve. Use the data in this section to see which vendors tend to under-service their product and which will offer quality support.


Delights 60%

HighlySatisfies 26%

AlmostSatisfies 5%

Disappoints 9%

82 %Vendor Support


3 Metrix CRM 76%

4 SNAP CRM 75%

5 VineCRM 72%

6 Cascade CRM 69%


-- Monetize CRM 81%

-- Momentum CRM 58%


-- Maple CRM 94%

Ease of Data IntegrationThe ability to integrate with other systems is increasingly important; without this, manual data loading and extraction can be time-consuming andprone to error. Use this section to see which vendors will cause headaches and which will make data integration easy.


Delights 67%

HighlySatisfies 21%

AlmostSatisfies 7%

Disappoints 6%

85 %Ease of DataIntegration

2 Metrix CRM 82%

3 SNAP CRM 77%


5 Cascade CRM 69%

6 VineCRM 67%


-- Monetize CRM 79%

-- Momentum CRM 83%



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Ease of IT AdministrationAdministrative interfaces don’t get the same attention as those built for end users, but they shouldn’t be clunky or unintuitive. Use the data in thissection to determine which vendors make administration easy, so that your IT personnel can resolve issues and perform configurations efficiently andeffectively.


Delights 68%

HighlySatisfies 25%

AlmostSatisfies 3%

Disappoints 4%

88 %Ease of IT

Administration

2 Metrix CRM 76%

3 SNAP CRM 75%


5 VineCRM 67%

6 Cascade CRM 65%


-- Monetize CRM 89%

-- Momentum CRM 81%


-- Maple CRM 95%

Ease of CustomizationOut-of-the-box functionality often isn’t enough, especially for niche or industry-specific software, and the reason you’re buying rather than building is tosave time and money in the first place. Don’t get bogged down in a difficult customization; use the data in this section to make sure you can easilyachieve the functionality you need for your particular situation.


Delights 67%

HighlySatisfies 23%

AlmostSatisfies 4%

Disappoints 6%

87 %Ease of

Customization

2 Metrix CRM 77%

3 VineCRM 77%

4 SNAP CRM 77%


6 Cascade CRM 64%


-- Monetize CRM 85%

-- Momentum CRM 81%


-- Maple CRM 92%

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Availability and Quality of TrainingEffective and readily available training enables users to get the most out of the software you’ve chosen. Use this section to make sure your vendor’straining programs and materials measure up.

METRIX CRMTOP PRODUCT

Delights 31%

HighlySatisfies 52%

AlmostSatisfies 17%

Disappoints --

78 %Availability and

Quality of Training

2 Power Sync CRM 76%

3 SNAP CRM 72%


5 Cascade CRM 68%

6 VineCRM 66%


-- Monetize CRM 88%

-- Momentum CRM 58%



Ease of ImplementationChoosing the right software is only the first step. Successfully implementing the new solution is necessary in order to realize its full value and promoteend user adoption. Use the data in this section to determine which software is easy to implement, and which may jeopardize your goals by causingtrouble in this stage.


Delights 28%

HighlySatisfies 60%

AlmostSatisfies 8%

Disappoints 4%

77 %Ease of

Implementation


3 SNAP CRM 75%

4 Cascade CRM 67%


6 VineCRM 64%


-- Monetize CRM 75%

-- Momentum CRM 58%



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Product Feature Summary This page summarizes user satisfaction with a variety of product features. While strong and consistent performance across the board is desirable, you may be willing totolerate low scores on features that don’t impact your primary use case or core objectives. Use this high-level data to help plan and structure your product evaluation.

VENDOROVERALLFEATURESATISFACTION

ACCOUNT ANDCONTACTMANAGEMENT

ACTIVITY ANDWORKFLOWMANAGEMENT

ANALYTICS ANDREPORTING COLLABORATION

CUSTOMERSERVICEMANAGEMENT

LEADMANAGEMENT

MARKETINGMANAGEMENT MOBILE

QUOTE,CONTRACT, ANDPROPOSAL

SALESMANAGEMENT

TELEPHONY ANDCALL CENTERMANAGEMENT

Power Sync CRM 75% 78% 75% 73% 77% 75% 77% 74% 76% 71% 76% 73%

Metrix CRM 75% 74% 74% 80% 72% 77% 73% 78% 71% 76% 76% 73%

SNAP CRM 74% 72% 78% 78% 78% 72% 66% 72% 66% 81% 72% 78%

VineCRM 72% 70% 74% 72% 71% 76% 67% 76% 67% 75% 73% 74%

Pederson Client ManagementSolution 68% 68% 69% 67% 68% 71% 69% 67% 59% 71% 71% 65%

Cascade CRM 65% 70% 69% 69% 61% 68% 63% 60% 58% 67% 68% 61%

CATEGORY AVERAGE 72% 72% 72% 72% 71% 73% 70% 70% 67% 72% 73% 69%


Monetize CRM 88% 88% 88% 88% 88% 88% 88% 88% 88% 100% 88% 88%

Momentum CRM 56% 58% 58% 50% 58% 50% 58% 58% 75% 58% 50% 58%

Apex CRM Solution 70% 63% 75% 67% 75% 63% 75% 75% 50% 75% 67% 75%

Maple CRM 75% -- 75% 75% 75% 75% -- -- -- -- -- --

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Product Feature Satisfaction This section provides detailed information on user satisfaction for each product feature.Use these pages to dig deeper into areas of particular interest or concern.

Product FeaturesThis table lists and describes all the features that are evaluated in the Customer Relationship Management software category. For your convenience,these descriptions are repeated under the feature subheadings in the subsequent pages.

Account and ContactManagement

Customizable records with customer demographic information, account history, andbilling information.

Activity and WorkflowManagement

Text or code-based and visual workflow designers; includes calendars, reminders, taskmanagement, assignment, and workflow management tools for representatives andagents.

Analytics and Reporting Includes dashboard visualizations and detailed summary reporting for data analysis.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Customer Service ManagementIncludes case and ticket management, automatic escalation rules, advanced serviceresolution tools, multi-channel integration, in-band response capabilities, and sociallistening for proactive custome

Lead Management Ability to track and optimize prospective customers through lead generation, customerinquiry and capture, filtering, grading distribution, and contact and lead nurturing.

Marketing ManagementMulti-channel campaign management, budget tracking, click-to-lead capabilities, andcampaign analytics. Social property management, social keyword mining, and socialanalytics dashboard.

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Quote, Contract, and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapiddeployment templates for e-commerce sites.

Sales ManagementLead generation, pipeline management, team-based and geography-based assignment.Sales compensation management, contract management, and ability to pull customerinformation from the social cloud.

Telephony and Call CenterManagement

Computer-telephony Integration for bringing call information into the CRM suite.Advanced Call recording, call scripting, queuing, and Interactive Voice Response (IVR).

Account and Contact ManagementCustomizable records with customer demographic information, account history, and billing information.


Delights 36%

HighlySatisfies 46%

AlmostSatisfies 15%

Disappoints 3%

78%Account and

ContactManagement

2 Metrix CRM 74%

3 SNAP CRM 72%

4 VineCRM 70%

5 Cascade CRM 70%



-- Monetize CRM 88%

-- Momentum CRM 58%



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Activity and Workflow ManagementText or code-based and visual workflow designers; includes calendars, reminders, task management, assignment, and workflow management tools forrepresentatives and agents.

SNAP CRMTOP PRODUCT

Delights 22%

HighlySatisfies 67%

AlmostSatisfies 11%

Disappoints --

78%Activity andWorkflow

Management


3 VineCRM 74%

4 Metrix CRM 74%


6 Cascade CRM 69%


-- Monetize CRM 88%

-- Momentum CRM 58%


-- Maple CRM 75%

Analytics and ReportingIncludes dashboard visualizations and detailed summary reporting for data analysis.


Delights 37%

HighlySatisfies 46%

AlmostSatisfies 17%

Disappoints --

80%Analytics and

Reporting

2 SNAP CRM 78%


4 VineCRM 72%

5 Cascade CRM 69%



-- Monetize CRM 88%

-- Momentum CRM 50%


-- Maple CRM 75%

15



CollaborationIncludes ability to view, share and direct work between co-workers in real or near real-time.

SNAP CRMTOP PRODUCT

Delights 33%

HighlySatisfies 44%

AlmostSatisfies 22%

Disappoints --

78%Collaboration


3 Metrix CRM 72%

4 VineCRM 71%


6 Cascade CRM 61%


-- Monetize CRM 88%

-- Momentum CRM 58%


-- Maple CRM 75%

Customer Service ManagementIncludes case and ticket management, automatic escalation rules, advanced service resolution tools, multi-channel integration, in-band responsecapabilities, and social listening for proactive custome


Delights 34%

HighlySatisfies 41%

AlmostSatisfies 25%

Disappoints --

77%Customer Service

Management

2 VineCRM 76%


4 SNAP CRM 72%


6 Cascade CRM 68%


-- Monetize CRM 88%

-- Momentum CRM 50%


-- Maple CRM 75%

16



Lead ManagementAbility to track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contactand lead nurturing.


Delights 34%

HighlySatisfies 44%

AlmostSatisfies 20%

Disappoints 2%

77%Lead Management

2 Metrix CRM 73%


4 VineCRM 67%

5 SNAP CRM 66%

6 Cascade CRM 63%


-- Monetize CRM 88%

-- Momentum CRM 58%



Marketing ManagementMulti-channel campaign management, budget tracking, click-to-lead capabilities, and campaign analytics. Social property management, socialkeyword mining, and social analytics dashboard.


Delights 38%

HighlySatisfies 41%

AlmostSatisfies 17%

Disappoints 3%

78%Marketing

Management

2 VineCRM 76%


4 SNAP CRM 72%


6 Cascade CRM 60%


-- Monetize CRM 88%

-- Momentum CRM 58%



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MobileAbility to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.


Delights 36%

HighlySatisfies 43%

AlmostSatisfies 15%

Disappoints 6%

76%Mobile

2 Metrix CRM 71%

3 VineCRM 67%

4 SNAP CRM 66%


6 Cascade CRM 58%


-- Monetize CRM 88%

-- Momentum CRM 75%



Quote, Contract, and ProposalIncludes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

SNAP CRMTOP PRODUCT

Delights 22%

HighlySatisfies 78%

AlmostSatisfies --

Disappoints --

81%Quote, Contract,

and Proposal

2 Metrix CRM 76%

3 VineCRM 75%



6 Cascade CRM 67%


-- Monetize CRM 100%

-- Momentum CRM 58%



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Sales ManagementLead generation, pipeline management, team-based and geography-based assignment. Sales compensation management, contract management, andability to pull customer information from the social cloud.


Delights 28%

HighlySatisfies 50%

AlmostSatisfies 22%

Disappoints --

76%Sales

Management

2 Metrix CRM 76%

3 VineCRM 73%

4 SNAP CRM 72%


6 Cascade CRM 68%


-- Monetize CRM 88%

-- Momentum CRM 50%



Telephony and Call Center ManagementComputer-telephony Integration for bringing call information into the CRM suite. Advanced Call recording, call scripting, queuing, and Interactive VoiceResponse (IVR).

SNAP CRMTOP PRODUCT

Delights 22%

HighlySatisfies 67%

AlmostSatisfies 11%

Disappoints --

78%Telephony and Call

CenterManagement

2 VineCRM 74%

3 Metrix CRM 73%



6 Cascade CRM 61%


-- Monetize CRM 88%

-- Momentum CRM 58%



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Emotional FootprintSummary

The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationshipand product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product. While purchasing decisions shouldn’t be based on emotion, it’s valuable to know what kindof emotional response the vendor you’re considering elicits from their users.

-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE

EMOTIONAL SPECTRUM SCALE %POSITIVE

%NEGATIVE

EMOTIONALFOOTPRINT- =

-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CONTINUALLYIMPROVING 89% RESPECTFUL 88% EFFICIENT 88%

RELIABLE 85% RESPECTFUL 84% EFFECTIVE 81%VENDORFRIENDLYPOLICIES

19% OVER PROMISED 17% DECEPTIVE 17%

RESPECTFUL 79% RELIABLE 78% ENABLESPRODUCTIVITY 78%

CHARGES FORPRODUCTENHANCEMENTS

19% OVER PROMISED 18% STAGNANT 15%

RESPECTFUL 86% ENABLESPRODUCTIVITY 83% UNIQUE

FEATURES 79% OVER PROMISED 25% GREEDY 20% DESPISED 20%

RELIABLE 84% TRUSTWORTHY 81% RESPECTFUL 80% OVER PROMISED 25% GREEDY 22%CHARGES FORPRODUCTENHANCEMENTS

20%

RESPECTFUL 79% 78% ENABLESPRODUCTIVITY 76% VENDOR'S

INTEREST FIRST 25% OVER PROMISED 22% BUREAUCRATIC 17%

VENDOR NET EMOTIONALFOOTPRINT

NET EMOTIONALFOOTPRINT DISTRIBUTION

STRONGESTPOSITIVE EMOTIONS

STRONGESTNEGATIVE EMOTIONS

SNAP CRM +75-- NEGATIVE 75% POSITIVE

Metrix CRM +6212% NEGATIVE 74% POSITIVE

Power Sync CRM +619% NEGATIVE 70% POSITIVE

VineCRM +5711% NEGATIVE 68% POSITIVE

Cascade CRM +5514% NEGATIVE 69% POSITIVE

Pederson Client ManagementSolution

+5311% NEGATIVE 64% POSITIVE

HELPSINNOVATE 100% CONTINUALLY

IMPROVING 100% SAVES TIME 100%

HELPSINNOVATE 100% CONTINUALLY

IMPROVING 100%APPRECIATESINCUMBENTSTATUS

100%

SAVES TIME 100% RESPECTFUL 100% EFFICIENT 100%

INSPIRING --INCLUDESPRODUCTENHANCEMENTS

-- HELPSINNOVATE -- SELFISH 100% DECEPTIVE 100% GREEDY 100%


Monetize CRM +81-- NEGATIVE 81% POSITIVE

Apex CRM Solution +86-- NEGATIVE 86% POSITIVE

Maple CRM +100-- NEGATIVE 100% POSITIVE

Epic Customer ManagementSolutions

-9292% NEGATIVE -- POSITIVE

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Emotional Footprint This section digs deeper into the emotional connection between software vendors and users, displaying user responses to a variety of specific “emotional spectrum” scenarios that express dimensionsof the vendor-client relationship and product effectiveness. These scenarios are organized thematically by category. Use this information to understand the details behind each vendor’s Net EmotionalFootprint score, and to target areas of particular interest or concern.

-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CATEGORY

ServiceExperienceGood service matters. The last thing you need isto be disrespected by your software vendor, or toget bogged down by their ineptitude or neglect.This section displays data related to quality andeffectiveness of service, so you can knowwhether you’ll be treated well before and afteryou’ve made the purchase.

Service ExperienceDisrespectful vs. Respectful

DISTRIBUTION -- 13% 88%


DISTRIBUTION 3% 18% 79%





1 SNAP CRM +88

2 VineCRM +86

3 Power Sync CRM +76

4 Pederson Client Management Solution +75

5 Metrix CRM +75

6 Cascade CRM +73

CATEGORY AVERAGE +76



DISTRIBUTION -- -- 100%

DISTRIBUTION -- 100% --

- Monetize CRM +67

- Apex CRM Solution +67

- Maple CRM +100

- Epic Customer Management Solutions +0

21



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Service ExperienceBureaucratic vs. Efficient








1 SNAP CRM +88

2 Metrix CRM +62


4 Cascade CRM +48


6 VineCRM +41





DISTRIBUTION 100% -- --

- Monetize CRM +100


- Maple CRM +100

- Epic Customer Management Solutions -100

Service ExperienceNeglectful vs. Caring








1 SNAP CRM +75

2 Metrix CRM +65


4 Cascade CRM +56

5 VineCRM +50







- Monetize CRM +67


- Maple CRM +100


22



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Service ExperienceFrustrating vs. Effective








1 SNAP CRM +88

2 Metrix CRM +68


4 Cascade CRM +63


6 VineCRM +50






- Monetize CRM +67


- Maple CRM +100


Service ExperienceWastes Time vs. Saves Time








1 SNAP CRM +75


3 Metrix CRM +59

4 Cascade CRM +57


6 VineCRM +45






- Monetize CRM +100


- Maple CRM +100


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-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CATEGORY

ConflictResolutionDisagreements are inevitable, but knowing yourvendor will handle them reasonably, fairly, andamiably can give you peace of mind. Use thedata in this section to understand which vendorswill behave professionally when conflict arises.

Conflict ResolutionLack Of Integrity vs. Integrity








1 SNAP CRM +88

2 Cascade CRM +74


4 Metrix CRM +61

5 VineCRM +55







- Monetize CRM +67



- Momentum CRM +100

24



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Conflict ResolutionVendor Friendly Policies vs. Client FriendlyPolicies








1 SNAP CRM +75


3 Metrix CRM +55

4 Cascade CRM +55


6 VineCRM +46






- Monetize CRM +67



- Momentum CRM +100

Conflict ResolutionSelfish vs. Altruistic








1 SNAP CRM +88

2 VineCRM +59

3 Metrix CRM +55


5 Cascade CRM +50







- Monetize CRM +67



- Momentum CRM +100

25



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Conflict ResolutionBig Fat Liars vs. Trustworthy








1 SNAP CRM +88

2 Cascade CRM +76

3 VineCRM +68


5 Metrix CRM +64







- Monetize CRM +100



- Momentum CRM +100

Conflict ResolutionUnfair vs. Fair








1 SNAP CRM +75

2 Metrix CRM +67


4 Cascade CRM +62


6 VineCRM +50






- Monetize CRM +100



- Momentum CRM +100

26



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CATEGORY

Negotiation andContractNegotiation doesn’t have to be adversarial. Bothparties are always looking to get the best deal,but finding a vendor who will work with yourather than against makes it more likely you’llboth be happy with the results. Use the data inthis section to determine which vendors willnegotiate pleasantly and in good faith.

Negotiation and ContractGreedy vs. Generous








1 SNAP CRM +71

2 Metrix CRM +48


4 VineCRM +45


6 Cascade CRM +37






- Monetize CRM +67



- Momentum CRM +100

27



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Negotiation and ContractDeceptive vs. Transparent








1 SNAP CRM +71


3 VineCRM +55

4 Metrix CRM +53

5 Cascade CRM +53







- Monetize CRM +100



- Momentum CRM +100

Negotiation and ContractOver Promised vs. Under Promised








1 SNAP CRM +57

2 Metrix CRM +44

3 VineCRM +40



6 Cascade CRM +25






- Monetize CRM +67



- Momentum CRM +100

28



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Negotiation and ContractVendor's Interest First vs. Client's InterestFirst








1 SNAP CRM +86

2 Metrix CRM +57


4 VineCRM +45

5 Cascade CRM +37







- Monetize CRM +100



- Momentum CRM +100

Negotiation and ContractHardball Tactics vs. Friendly Negotiation








1 SNAP CRM +71

2 Metrix CRM +66



5 VineCRM +50

6 Cascade CRM +41






- Monetize CRM +67



- Momentum CRM +100

29



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CATEGORY

Strategy andInnovationYour vendor’s attitude toward innovation isimportant; if they aren’t at least keeping pacewith market directions and trends, they certainlywon’t be enabling you to get ahead. Use the datain this section to gauge whether your vendorappreciates the need to innovate and the extentto which they’ll support you to do the same.

Strategy and InnovationRoadblock To Innovation vs. Helps Innovate








1 SNAP CRM +78

2 VineCRM +68



5 Cascade CRM +62

6 Metrix CRM +58






- Monetize CRM +100



- Momentum CRM +100

30



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Strategy and InnovationStagnant vs. Continually Improving








1 SNAP CRM +89


3 Metrix CRM +61

4 VineCRM +60

5 Cascade CRM +53







- Monetize CRM +100



- Momentum CRM +100

Strategy and InnovationCharges For Product Enhancements vs.Includes Product Enhancements








1 SNAP CRM +78

2 Metrix CRM +73

3 VineCRM +60



6 Cascade CRM +39






- Monetize CRM +67



- Momentum CRM +100

31



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Strategy and InnovationLeverages Incumbent Status vs. AppreciatesIncumbent Status








1 SNAP CRM +67

2 Metrix CRM +61



5 VineCRM +48

6 Cascade CRM +46






- Monetize CRM +67



- Momentum CRM +100

Strategy and InnovationDespised vs. Inspiring









2 SNAP CRM +56

3 Metrix CRM +55


5 Cascade CRM +41

6 VineCRM +40






- Monetize CRM +67



- Momentum CRM +100

32



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

CATEGORY

Product ImpactSoftware needs to reliably enable yourperformance and productivity. Use the data inthis section to see which vendors will propel youforward and which will be deadweight you’ll needto carry.

Product ImpactUnreliable vs. Reliable








1 Metrix CRM +79

2 Cascade CRM +77


4 VineCRM +71

5 SNAP CRM +67







- Monetize CRM +100


- Maple CRM +100


33



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Product ImpactRestricts Productivity vs. Enables Productivity








1 SNAP CRM +78

2 VineCRM +75



5 Metrix CRM +64

6 Cascade CRM +59






- Monetize CRM +67


- Maple CRM +100


Product ImpactPerformance Restricting vs. PerformanceEnhancing








1 VineCRM +71

2 SNAP CRM +67



5 Cascade CRM +57

6 Metrix CRM +55






- Monetize CRM +100


- Maple CRM +100


34



-4 -3 -2 -1NEGATIVE

+1NEUTRAL

+2 +3 +4POSITIVE


%NEGATIVE


-100 to +19 +20 to +39 +40 to +59 +60 to +79 +80 to +100

Product ImpactCommodity Features vs. Unique Features








1 SNAP CRM +78

2 VineCRM +71


4 Metrix CRM +67

5 Cascade CRM +57







- Monetize CRM +100


- Maple CRM +100


Product ImpactSecurity Frustrates vs. Security Protects








1 Metrix CRM +70

2 SNAP CRM +67


4 Cascade CRM +60

5 VineCRM +55







- Monetize CRM +33


- Maple CRM +100


35

Documents

Category Report NU713MBER OF REVIEWS … Report Software Directory CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE Selecting software can be overwhelming and one of the biggest challenges