Logiciels de CRM

Qu'est-ce qu'un logiciel de CRM ?

CRM software helps to improve the quality of the relationship between a company and its clients by automating a range of customer-focused processes and providing insights into these activities. The traditional goal of customer relationship management software is to automate the process of recording and storing customer information, providing one point of access for all team members.

However, as these applications have become more popular they have grown to be become vital tools for sales teams in managing their daily activities.

CRM applications are not only used to keep track of customer interactions, but also those of vendors, partners and suppliers. This helps sales teams and other customer-focused members improve the experience of their customers. Features that help with this include conversation and interaction tracking, allowing you to follow the progress of leads through the sales cycle.

The majority of CRM solutions not only offer customer data storage, but also include sales and marketing features, such as lead management, competitor analysis and team collaboration tools.

CRM software removes the need for teams to keep separate spreadsheets, files and folders by consolidating customer data, interactions, notes, billing, invoicing and account history into one easily accessible user interface. Many applications now also link social media profiles to customer profiles.

Having all this client information in one place bridges the gap between departments, improving the overall performance of all teams. This also helps teams to avoid doubling up on work and ensures your most important clients receive the right amount of attention.

Many CRM applications also include features for performance and productivity monitoring and will generate reporting based on key insights and analytics. This helps you identify issues and opportunities that may otherwise go unnoticed.

Fonctionnalités et Bénéfices

  • Customer data management
  • Customer support and service
  • Lead management and marketing campaign tools
  • Client interaction tracking and recording
  • Team communication, collaboration and file sharing tools
  • Key sales insights and reporting tools
  • Staff performance and productivity monitoring

CRM Category Leaders Q1 2017

GetApp's quarterly ranking showcases the top 25 CRM apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about how we calculate scores.

Avis
Intégrations
Mobile
Media
Sécurité

1. Salesforce Sales Cloud

L'application de CRM n° 1
95
19
20
20
16
20

2. Zoho CRM

Logiciel CRM web et mobile intégrable
78
16
17
17
16
12

3. Pipedrive

CRM pour petites équipes
78
18
16
17
16
11

4. NetSuite CRM+

Grow Your Company with Customer-centric CRM Software in the Cloud
74
13
10
14
17
20

5. HubSpot CRM

Everything you need to sell in one integrated suite.
74
15
10
16
20
13

6. TEAMGATE

Inbound Sales CRM
73
13
13
13
16
18

7. Insightly

CRM en ligne pour petite entreprise
72
12
16
17
16
11

8. Nimble

Contact management & social relationship software
68
15
16
16
9
12

9. Pipeliner CRM

Pipeliner - The World's Most Visual CRM
68
12
16
13
16
11

10. SalesforceIQ

The Smarter, Simpler CRM
67
11
15
17
13
11

11. ProsperWorks CRM

Built for Google, used by Google, and recommended by Google.
64
13
16
17
2
16

12. Capsule

Take care of your customers and sales opportunities
59
11
16
16
3
13

13. PipelineDeals

Sales Productivity Platform
59
13
16
15
7
8

14. WORKetc CRM

All-in-one business management system. CRM + Social + Projects + Billing
57
11
6
16
8
16

15. bpm'online CRM

Boost marketing, sales and service performance!
56
13
8
14
6
15

16. Apptivo CRM

Get a 360 degree view of your customers
56
12
9
15
6
14

17. Microsoft Dynamics CRM

CRM complet disponible en Cloud, sur site ou en hybride
56
14
12
14
16

18. amoCRM

Lead and Sales Management for SMBs
55
9
16
14
2
14

19. Vtiger CRM

All-in-one CRM for small businesses
54
11
16
13
4
10

20. ForceManager

Mobile CRM and Sales Management Software
52
4
14
17
5
12

21. Base CRM

The All-In-One Sales Platform
52
12
16
18
6

22. 1CRM

Doing Business, Better
51
10
11
10
5
15

23. Oracle CRM On Demand

Industry-specific on-demand CRM solution
50
9
11
14
16

24. Workbooks CRM

CRM For Small and Medium Businesses
48
4
11
13
3
17

25. Odoo CRM

Open Source CRM: Track leads and optimize your sales funnel
47
8
2
8
16
13
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews*

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms*

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.